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Making branches work for every generation 

Across the UK nearly 6,000 bank branches have closed since 2015, damaging our communities and leaving a huge gap in access to convenient and local, face-to-face financial services.

Last year we commissioned research which found the impact of these closures was: 

  • Limiting choice and forcing consumers online
  • Increasing the risk of financial exclusion, especially in those who are vulnerable
  • Reducing access to cash and use of cash on our high streets
  • Making customers travel further to their nearest branch – at greater cost and inconvenience

Our towns and high streets need branches. Convenient and local access to face-to-face services in a branch gives people much-needed peace of mind when it comes to managing their finances, as well as access to vital financial advice.

We know the importance of providing convenient access to branches. And we think that having access to a local branch is important to people both young and old. Our latest research found out more about what people think about branches.

Branches could offer more to appeal to all generations

Gen Z want their branch to offer welfare support and advice


Millennials want help with teaching children about managing money


Gen X like the sound of a branch that includes a café


60% of people agreed that branches should do more to appeal to people across all generations, which includes offering additional services. Some of the most in-demand additional services include welfare support and advice, cafés, and postal services.

Convenience is key

Baby Boomers want branches to be located in the places they visit


Millennials prefer speaking to someone in person over managing solely online


Gen Z and Millennials want extended opening hours


A branch that is easy to access and conveniently located is very important for all age groups. For Baby Boomers it was one of their top priorities (41%) alongside being able to speak to a friendly, knowledgeable adviser in a branch (52%).

Around half of Millennials (51%) expressed their preference to visit their local branch to speak to someone face-to-face over managing all of their finances online; and over a third of Gen Z (32%) and Millennials (33%) would also appreciate if branches offered extended opening hours.

The results of our survey show that banks and building societies need to think differently about their branches and what people want from them.

Our commitment to branches means we’re investing in and growing our branch network, creating a modern and place for our communities, and finding creative and innovative ways to keep face-to-face financial services local and accessible to all.

Community partnership branches

Already a success in Yarm, Wooler, Hawes, and Knaresborough, this summer we're opening our fifth community partnership branch in North Shields. 

We're moving in with local charity, YMCA North Tyneside, at their community building in the heart of North Shields. We'll be sharing space with their popular services, which includes a gym, café, office spaces and meeting rooms, as well as supported accommodation. The YMCA also runs a popular day nursery in the building next door.

A CGI of what our brand new North Shields branch in the YMCA North Tyneside community building will look like.

Our new North Shields branch puts financial services at the centre of an already busy local community, and sharing space with YMCA North Tyneside will help to create an innovative new branch experience.

Design: Grace Choi Architecture

Visualisation: NVision Studios

We're also moving our Newcastle city centre branch. Our brand new Monument Community Branch will see us move from our current location on Northumberland Street to a new flagship branch in the heart of the city, beside the city's iconic Monument. 

Exterior of the upcoming new Newcastle Building Society Monument branch. The windows are covered in large white signs that read "Coming 2024" in green font.

Monument Community Branch will become our largest branch and puts accessible financial services at the heart of our home city. Customers will be able to recieve more than just expert financial advice and guidance from one convenient location.

Research conducted by Opinion Matters for Newcastle Building Society among 2,445 nationally-representative UK adults from 22.11.2023 – 27.11.2023. Opinion Matters abides by and employs members of the Market Research Society which is based on the ESOMAR principles.

Generations categorised as: The Silent Generation, aged 78+; Baby Boomers, aged 59-77; Gen X, aged 43-58; Millennials, aged 27-42; Gen Z, aged 16-26.

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A group using the community room in our South Shields branch.

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Sunderland Branch Manager, Donna, standing outside of our Sunderland branch smiling.

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Image of what the new Monument branch in Newcastle City centre, will look like.

Bucking the trend with plans for new community branch in Newcastle City Centre