YORKSHIRE Building Society’s local agency in Wilmslow is trialling a weekly ‘quiet hour’ to help customers who would otherwise find it difficult to visit the Society to discuss or manage their finances.
The agency on Grove Street has become one of the latest outlets in the Yorkshire’s network to make changes to the branch environment every Wednesday 3.30pm to 4.30pm, following the success of the scheme elsewhere.
Introduced to better support customers who would otherwise find it difficult to visit the Society and receive face-to-face guidance, the agencies operate with reduced lighting, limited background noise and the removal of digital screens.
Additional private office space and longer appointment times can also be offered to those who would find it beneficial.
It’s hoped the quiet hour will benefit customers who have sensory sensitivities or impairments, dementia, learning disabilities, ADHD and autism, or mental health conditions like anxiety.
Jim Burns, Proprietor of the Yorkshire Building Society’s local agency in Wilmslow, said: “We recognise that some of our customers, new or existing may have additional needs that mean they can’t face coming into the agency sometimes, or are not able to do what they want if the environment affects them.
"We hope these small changes will be welcome relief for those who can’t face queues, busy or noisy places or who have additional needs that would benefit from a little bit of extra care and attention.”
The Yorkshire started the quiet hours in just eight of its branches over summer, but initial feedback has been so positive that the trial has been extended to other towns and cities.
Janis Hambling, who leads the vulnerable customer support team at Yorkshire Building Society, said: “Feedback from customers and support groups that have benefited from these changes so far has been overwhelmingly positive.
“We’re delighted to be able to offer that little bit of extra support that can sometimes make all the difference to some people, and hope to roll this out further across the network if it continues to be a success.”
20 branches and four agencies of Yorkshire Building Society across the UK now offer the quiet hour.
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