Impact Assessment Clifton and Bristol branches - update November 2019

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November 2019 updateIn September we wrote to members to let them know we’d be closing our existing branches in Clare Street and Bristol and merging them into one new larger branch in Merchant Street.

We published this Impact Assessment to give people more information about why we were making these changes and what alternatives were available.

We also said that two weeks before the relocation of these branches, we’d update this document with any feedback we’d received and how we were going to answer any issues or concerns raised.

Feedback we’ve received Members in general have told us that they understand why we are relocating, and are happy we’ll be extending our opening hours.

A small number of customers who use the Clifton branch have expressed disappointment at the inconvenience this now causes. Branch employees have listened to their concerns and reassured members that they will still be able to use the new branch and have explained alternatives such as telephone and online banking. They’ve also given information around other services which may be available locally and this is available on page 8.

If there are any further concerns or issues that you feel haven’t been addressed, please visit Clare Street or Clifton branch before Saturday 30 November or come and see us from Tuesday 10 December at Merchant Street. Or you can call us on 0800 121 8899.

How we communicated this change to members • We’ve displayed posters in both Clifton and Clare

Street branches, with information about the new location as well as the timings of the move.

• We have published a message on our website informing members of the relocation.

• We issued a reminder mailing in October to impacted members, reiterating all of the information about the relocation and how they can stay in touch with us.

• Branch staff have been actively discussing the changes with members.

• We wrote to the local MP.

What happens nextAs we’re moving, we need a little bit of time to get our new home ready for you. This means that there will be no branch service in Clare Street or Clifton from Monday 2 December until we re-open in Merchant Street on Tuesday 10 December.

But don’t worry, there are other ways you can use your account while we’re closed. If you’d like to see someone during that time, there are details of the nearest alternative branches on page 10. You can also call our Customer Service Centre on 0800 121 8899 or use our Online Services at thecoventry.co.uk.

The information that follows this update is from the original leaflet we published in September.

We look forward to welcoming you at our new branch in Merchant Street soon.

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About Coventry Building SocietyOver 1.9 million people across the UK save with us or buy a home with our help.

As a building society, putting our members first is our main objective. We provide long-term value to members through competitively-priced savings and mortgage products, while investing to improve services for our members.

Branches are changingBranches are very important to us. The way members use them is changing and we’ve been updating our branches as a result.

Members tell us they want to be able to talk to us face-to-face about their money. So our updated branch design has far more space so we can sit down with you to help with more complex queries.

Of course, people still need to be able to pay in and withdraw from their accounts, and we haven’t forgotten about that. Members tell us they prefer the human touch, and you’ll still have that at your local Coventry Building Society branch, even if it’s just a quick visit.

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What’s happening?In early December we’re opening a brand new branch in Bristol Shopping Quarter. The new central location in Merchant Street is more accessible than either the Clifton or Clare Street branches, with better access to parking and public transport links. It’s also larger and will stay open for longer.

Our current branches in Clare Street and Clifton will be closing and merging into the new, larger branch. The teams working at these two branches are moving to the new one, so you’ll be sure of a familiar face.

Who you can speak to

If you think you might be affected, just visit either the Clare Street or Clifton branch and speak to the teams there. Or you can call us on 0800 121 8899.

Impact Assessment - how and why we decided to do thisThe Access to Banking Standard requires organisations to publish an Impact Assessment when they close any branches.

We’ve chosen to publish this document to do the right thing for our members, to make sure they’re informed of our plans. In this instance we’re merging two of our branches into one new branch.

Two weeks before the closure of our branch, we’ll update this document with any feedback and how we’re going to answer any issues or concerns raised.

When we were looking at local branches, we considered a number of things. First of all, we thought about how it might impact any members. We looked at how suitable each location is, how often they are being used and what alternatives there are for members in each area.

How suitable are the existing branches?Our current branches in Clare Street and Clifton are just too small, so we can’t give the service members tell us they need. We want our branches to work for everyone, including members with disabilities or young families.

Our existing branch at Clifton has a floor space of only 19.83m² - it’s our smallest branch and roughly the size of two average car park spaces. We can’t put in the meeting spaces that members need. Plus, it’s not always easy to park near the branch and it hasn’t got any provision for people with disabilities.

Our existing branch at Clare Street is a similar size, so we have similar problems when it comes to giving members more space. And while the parking near Clare Street is better than that at Clifton, there are more car parks closer to our new branch and better public transport links too.

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How much are the current branches used?Over the last five years, the number of people using Clifton branch has been falling. Transactions here have reduced by a quarter. Only 10% of the people who use Clifton branch do so more than once every month. This tells us that members prefer a central location so they can combine visits to the branch with their busy work life or when shopping.

Clare Street branch is closer to the city centre, although transactions here have been low for a long time. More people are visiting the Bristol Shopping Quarter and our branch has little passing footfall as a result.

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8

Whiteladies R

d

Queens Rd

Jacob’s Wells R

d

A4018

A4018

Quee

ns R

d

Clifton Down

Elmdale R

d

Woodland R

d

Elton Rd

Unive

rsity

Rd

Priory Rd

Quenn’s Para

de

St P

aul’s

Rd

Ric

hmon

d Pa

rk R

d

Totte

nham

Pl

Lower Clifton Hill

Clifton Wood RdAmbra Vale End

Cornwalls CresYork GardensRoyal York Cres

Wellingto

n Terrace

Princess Victoria StCaledonia Pl

Anchor Rd

Hotw

ell Rd

Hotwell Rd

Hotwell Rd

River Avon

BRANDON HILL

CLIFTON OBSERVATORY

A

C

DE

Clifton branch

The Mall

Queens Rd

B

ATMs near our Clifton branch

A - 9A The Mall, Bristol BS8 4DP

B - Hotwell Road North Side, Bristol BS8 4RP

C - Barclays, 84 Queen’s Avenue, Bristol BS8 1SB

D - Sainsbury’s, 46-56 Queens Road, Bristol BS8 1QE

E - NatWest, 40 Queens Road, Bristol BS8 1BF

What alternatives are there in each area?It’s important to us that members can still access their accounts after these branches close. So we considered alternatives in the local area.

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CASTLE PARK

QUEEN SQUARE

UNIVERSITYOF BRISTOL

A4018

Park Row

Baldwin St

Victoria St

Union St

Wine St

St Nicholas StClare St

Quay St

Broad St

Bath St

Redcliff St

Crow

Lane

King St

Mar

sh S

t

Deanery Rd

St G

eorg

e’s

Rd

Brandon Steep

Hill St

Pip

e Ln

Frogmore St

Unity St

Woodland Rd

A38

A

B

C D

E

Bristol branchSmall St

Corn St

ATMs near our Clare Street branch

A - NatWest, 32 Corn Street, Bristol BS1 1HQ

B - RBS, 36 Baldwin Street, Bristol BS1 1PN

C - Sainsbury’s, Broad Quay, Bristol BS1 4AU

D - 30 Queen Charlotte Street, Bristol BS1 4HJ

E - 49 Broad Street, Bristol BS1 2BB

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Other Coventry Building Society branches in the area

Distance from Clare Street Clifton

Keynsham - 38 High Street, Keynsham, Bristol BS31 1DX

Tel - 01179 864415

4.68 miles 6.06 miles

Chipping Sodbury - 78 Broad Street, Chipping Sodbury, Bristol BS37 6AG

Tel - 01454 322422

10.22 miles 11.05 miles

Bath - 2a Wood Street, Bath BA1 2JQ

Tel - 01225 42776410.89 miles 12.29 miles

Distances are by car, and are approximate.

BRISTOL

A46

A37

A46

A420

A432

A432 A4175

M4

M32

Keynsham bypass

A46

A37

A46

A420

A432

A432 A4175

M4

M32

Keynsham bypass

Chipping Sodbury branch

Keynsham branch

Bath branch

As well as our new Merchant Street branch, we’ve got three more local branches – all a short drive away from the centre of Bristol.

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.Your new branchThe new branch is in a central location in Bristol on Merchant Street, right in the heart of the Bristol Shopping Quarter. It’s half a mile from Clare Street and 1.6 miles from the branch at Clifton.

Opening Hours:

Monday 9am-5pm

Tuesday 9am-5pm

Wednesday 9.30am-5pm

Thursday 9am-5pm

Friday 9am-5pm

Saturday 9am-4pm

Sunday Closed

The new branch is much bigger – more than twice the size of Clifton and Clare Street branches combined. It’ll have multiple meeting areas and rooms, where you can have conversations with staff while enjoying complimentary tea and coffee.

We’ve aimed to create a more spacious, relaxed and friendly feel in our branches. You’ll have access to the same services as you do today, as well as a new community heart - a designated space for the use of our community partners for fundraising and raising awareness of the important work they do.

We’ll also be able to use the extra space for information sessions for members throughout the year.

47a Merchant Street, Bristol BS1 3EE

Telephone: 0117 9273308 or 0117 9737192

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Jacobs Wells Rd

Park St

Park St

Constitution Hill

Union St

High St

Victoria St

The Horsefair

Nelson St

Broad St

Baldwin St

Small St

St Nicholas St

Mar

sh S

t

Wine St

St George’s Rd

Charlotte

St

Queen’s Parade

Bellevue Cres

Clifton Wood Rd

Lower Clifton Hill

York

Pl

M

erdian Pl

Park Pl

The Mall

Princess Victoria St

W Mall

Cornwalls Cres Goldney Ave

Royal York Cres

York

Gardens

Woodland R

d

St Michael’s Hill

Horfield R

d

Hotwel

l Rd

Hotwell Rd Anchor Rd

A

38

v

Rupert S

t

A4044

B446

6

A4018

Perry Rd

Upp

er M

audl

in R

d

Corn St

Bristol branch

QUEEN SQUARE

BRANDON HILL

UNIVERSITYOF BRISTOL

Clifton branch

Broadmead

Broadmead

Merchant St

BRISTOL SHOPPING QUARTER

New Bristol branch

TK Maxx

Bus services - the main bus station at Marlborough Street is a six minute walk from the new branch, with many other bus stops nearby, the nearest being a two minute walk away.

There is a regular bus service between Clifton and the city centre, with buses leaving frequently.

Driving - there are several car parks nearby, most of which within a five minute walk of the new branch. Most of these have designated parent and child spaces, electric charging points and spaces for disabled drivers. The nearest car parks are:

• NCP St. James Barton Car Park - Bond Street, Bristol BS1 3LJ

• The Gallery Car Park - Newgate, Bristol BS1 3XE

• Rupert Street Car Park - Rupert Street, Bristol BS1 2JX

• Nelson Street Car Park - All Saints’ Street, Bristol BS1 2LZ

Getting to your new branch

Who you can speak to

If you think you might be affected, just visit either the Clare Street or Clifton branch and speak to the teams there. Or you can call us on 0800 121 8899.

Other ways of using your accountTelephone banking - our Customer Service Centre is open Monday to Friday 8am-8pm, Saturday 9am-5pm, and Sunday 10am-4pm. The number of our Customer Service Centre is 0800 121 8899.

Online banking - our Online banking address is: www.coventrybuildingsociety.co.uk/onlineservices.

To register for Online Services, you must be aged 16 or over and if you have joint accounts, each account holder will need to register separately. If you don’t have a Coventry password, or you’ve forgotten it, please call us on 0800 121 8899.

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Contact us

At a branchFor details of our opening hours, visit thecoventry.co.uk

By postEconomic House, PO Box 9, High Street, Coventry CV1 5QN

Onlinethecoventry.co.uk

By phone0800 121 8899

Coventry Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (firm reference number 150892 www.fca.org.uk).

Our Customer Service Centre is open Monday to Friday 8am-8pm, Saturday 9am-5pm and Sunday 10am-4pm.

Calls to 0800 numbers are free when made from the UK. You may be charged for calls to all other numbers, please contact your service provider for further details. We may monitor, record, store and use telephone calls to help improve our service and as a record of our conversation.

Information correct at November 2019.

Coventry Building Society. Principal Office: Economic House, PO Box 9, High Street, Coventry CV1 5QN.18

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