A branch of The Cumberland has reintroduced face-to-face mortgage appointments in response to growing demand.
Mortgage and protection advisor Victoria Rae-Mills has started to offer appointments in The Cumberland’s Cockermouth branch one day a week, marking a return to a more traditional, community-based service alongside existing phone options.
Victoria said her role as an advisor has changed in response to a rapidly changing world.
She said: “I’ve been a mortgage advisor for a couple of years now and when I originally started, the job was going to be face-to-face. But then during lockdown everyone started working from home and so my job completely changed.”
While phone appointments remain available, The Cumberland said it believes its reintroduction of in-person appointments reflects a wider shift in customer preferences.
Victoria said: “I do feel like people are starting to move towards more face-to-face appointments now than they were a couple of years ago.
“The full mortgage application, especially for a first-time buyer, can be quite daunting. I’m able to guide them through the full process from start to finish.”
The Cumberland said it will remain committed to providing a physical presence in the form of branches on high streets in their operating area.
Victoria added: “Sometimes we feel like the last man standing. There aren’t many places that will offer face-to-face appointments now, especially mortgage appointments.
“It’s about offering our customers a choice. We are able to offer a wide range of appointments on the telephone but if customers would prefer to come and discuss their mortgage face to face with a cuppa – we’ve got that covered too”
Victoria said the return to in-branch appointments has also been professionally satisfying.
She added: “It is just so fulfilling to be able to offer that support and help for people. One of the biggest things that you’ll do in your life is purchase a property, and it is just a pleasure to help them along that process.”
