10 Ways We’re World Class
It’s official – Cumberland Building Society is one of the UK’s 10 best large businesses to work for, according to our colleagues.
Best Companies, which champions good practice and measures employee engagement, ranked us in its top 10 for 2025, we also ranked number two in financial services, and came out top among building societies.
But what are the secrets of our success?
We can think of 10 things colleagues love about life at The Cumberland which help them serve our communities.
1. Volunteering days
Kinder Banking is a key philosophy at The Cumberland, and a commitment to champion the interests of our colleagues, customers and communities.
One of the ways we do this is through volunteering days; colleagues can take a day’s paid leave each year to help a good cause. They’ve pitched in for groups including Cumbria Wildlife Trust, Eden Animal Rescue, Eden Valley Hospice, and People First and several of our local foodbanks.
2. Wellbeing days
Our staff get an extra day off each year to focus on their health and happiness. Earlier this year, we also ran wellbeing day in our head office –we staged a creative therapy session with clay and paint, organised talks on nutrition and mental health, and challenged staff to take on a 5km run.
3. Giving something back
Charitable giving is part of our Kinder Banking ethos, with over £360,000 being donated to organisations within our operating area in the last financial year.
Supporting local foodbanks via our Kinder Kind of Kitchen initiative has been a key focus, and we’ve given £675,000 since the initiative began in 2023.
The Cumberland also sponsors the Carlisle United Community Ticket Scheme, which provides local primary schools and community groups with up to 200 free tickets for each home match during the football season.
4. Award-winning leadership
Leadership culture comes from the top, and our chief executive Des Moore was named Business Leader of the Year at the in-Cumbria Business Awards in November. As well as improving the society’s financial strength, Des and his management team have instilled a values-led culture that puts people, the planet and community at its heart.
5. Our branch network
We know that while digital banking is increasingly used for everyday transactions, many of our customers value the support and advice they get in branches for important financial decisions. Over the last year, we’ve refurbished branches in Maryport, Carlisle English Street, Carlisle Rosehill, Egremont, Preston and most recently Annan. In 18 of the communities we serve, from Lockerbie to Windermere, we’re the only provider still offering high street banking services.
6. Great managers
Our managers follow the society’s values of openness and respect, and strive to treat colleagues as they themselves would like to be treated.
Underwriting manager Gordon Harper, 57, who joined The Cumberland in 2017 after many years in financial services, says: “When I worked in banking it was a sales culture, which could be brutal.
“The Cumberland is more about looking after people – it’s a nicer place to work and a more constructive environment.”
This year we received our second successive ‘world class’ 3-star accreditation from Best Companies following the results of our internal B Heard survey, with 92% of colleagues agreeing that their manager talks openly and honestly with them.
7. World-class customer service
We use ‘mystery shoppers’ to find out how our staff are performing for customers. The independent assessment firm Performance in People gave us an incredible 4.82 out of 5 for our mortgage telephone appointments, with a perfect 5/5 in the ‘helpful’ category. We are hugely proud of our superb levels of customer care.
8. Charitable foundation
Local groups can apply for donations of up to £250 from our Charitable Foundation. Our branch colleagues are the eyes and ears in our communities, and we use their local knowledge to help decide where money can be put to best use.
9. Customer satisfaction
Last year, 2,110 customers posted a review online using Feefo, and more than 90 per cent gave us a maximum five-star rating. Our fantastic customer feedback has helped The Cumberland to achieve a Feefo Platinum Trusted Service Award for the last five consecutive years
10. 175 years
When The Cumberland was founded in 1850, we were purpose led, and that hasn’t changed. At the outset the mission was to deliver savings accounts and loans to build or buy houses, and to supply land. Today, our purpose also includes social responsibility and a focus on our people, planet and communities.
We are delighted to celebrate our 175-year anniversary this year and reaffirm our core values of being customer led, straightforward, responsible, forward thinking, and better together.