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Members Review WEB.Indd Members’ Review 2019 Members’ Review Find out more about our achievements in 2019, our people, our communities and what this year has in store for your Society Members’ Review 2019 2 Members’ Review 2019 3 Contents Your Chief Executive’s Review 2-5 Making Managing Your Money Easier 6 2020 Roadmap 7 Celebrating 160 Years 8 A Great Place to Work 9 Our Communities Matter 10 Affinity Partners & Give 160 11 Summary Financial Statement 13-15 Auditor’s Statement 16 Summary Directors’ 17-18 Remuneration Report Member Information 19 Rob Pheasey, Chief Executive Your Chief Executive’s Review This year marks a milestone occasion as we celebrate 160 years of the We continued to support those looking to own their own home, welcoming 1,197 Marsden. Before we look at what the next 12 months has in store, I’d like to new borrowing members, increasing our residential mortgage balances by 12.9% to share with you an overview of our performance in 2019. £471.8m. Our product range continued to help first-time buyers onto the property ladder as well as providing options for those looking to borrow into and during their retirement. A simple business model Once again, we achieved our objective to grow the Society by continuing to attract and We grew the balance sheet to £575.2m during 2019 and in the period since 2016, retain members. The simplicity of our business model is a real strength, allowing us to have grown your Society by 38.3%. We remain profitable, comparable to last year’s remain firmly focused on meeting the needs of our members for savings and mortgages performance, with profit after tax of £1.843m. As planned, we once again increased our - a business model that has ensured the Society’s financial security and resilience reserves, with capital resources relative to assets of 21.33% (2018: 22.83%) decreasing throughout its 160-year history. modestly due to our strategy of growing for economies of scale. Because we are owned by our members, we’re able to make decisions that meet their Outlook needs and not the performance-related returns demanded by shareholders. This allows The outlook for the coming period signals more of the same, our expectations muted us to take a long-term view in our decision-making, working to make the process of only by those factors that are largely outside our control around the macroeconomy and dealing with the Society easier and more efficient. competitor disruption to key markets. This again is a strength of our business model, that our plans may flex to meet the impact arising from trading conditions, but in the In 2019, we helped more people to save for the future, welcoming 2,217 new saving coming year we do not see this having a material impact. members to the Society and growing share balances by 15% to £498.1m. Our branches remained the primary source of our retail funding and have been a real driver of our As we navigate the post Brexit era and the impact this may or may not have on our customer engagement strategy. economy, we must adapt and change with the market. The adoption of new technology, new regulations and new entrants can be disruptive, but will present opportunities for us as a long established, trusted and financially strong organisation. Members’ Review 2019 4 Members’ Review 2019 5 Total Assets 2019 £575.2m Cost efficiency A YEAR IN VIEW Cost efficiency will be a key strategic priority for the Society. Our administrative up 11.9% (2018: £514.2m) expenses were 15% higher than the previous year, mainly due to completing our investments in people and technology infrastructure. As we continue to grow the Society to achieve our planned scale, we will see a slowing in further investment, a renewed Share Balances New Members focus on cost efficiency and an alignment of capital and balance sheet growth. £498.1m +3,414 Our members up 15% (2018: £433.0m) (2018: 3,050) The future will be shaped by the engagement we have with our members, influencing decisions made on how the business is run, the products and services we offer and the ways in which we’ll ensure access to the Society is relevant and engaging. Residential Profit After Tax Mortgage Balances Our environment We have a growing awareness of our positioning in relation to the environment. £471.8m £1.843m We are committed to managing and reducing our impact on it and continue to up 12.9% (2018: £417.8m) up 4.7% (2018: £1.761m) work on becoming more efficient in heating and lighting our buildings, increasing the effectiveness of recycling programmes and improving colleague awareness of environmentally responsible working practices. Thank you Our people and our members continue to be the driving force behind the strong and successful Society we’ve created and I would like to thank you for your ongoing support. We have plenty to celebrate in our 160th year and I look forward to what it has in store. View our Summary Financial Statement from page 13 onwards. Our full Report Rob Pheasey & Accounts will be available online or in Chief Executive branch from 25 March. Members’ Review 2019 6 Members’ Review 2019 7 Making Managing Your Money Easier 2020 Roadmap During 2019, we’ve been working on ways to make it easier for you to manage 2020 will be another busy year with your money, so we’ve made some changes to our digital services. plenty of things planned to benefit our members including... View your branch-based accounts 24/7 If you have branch-based savings accounts, you can now view them 24 hours a day, New-look branches 7 days a week on our online platform. Registering is easy - just visit our website We’ll be making some changes to the way and click the ‘eSavings login’ on the top right-hand side of each page, following the our branches look to make you feel more instructions on screen to register. at home when you’re visiting us. Once you’ve completed your registration, you’ll receive a welcome letter through the Member feedback post to your registered address which will include your User ID and an Activation Key to You’ll notice feedback forms in all our use to authenticate your registration. You’ll be guided through the next steps online. branches and we’d encourage you to fill them in. We want to know what you An extra step to keep you safe think about your Society so we can make As part of the changes, we’ve launched two-factor authentication, adding an extra layer changes and improvements all year round. of security to your online account. More choice Whether you’re an existing eSavings user, or registering to view your branch-based We’ll be making changes to our home accounts online, you’ll be asked to set up two-factor authentication. This means that insurance and mortgage product range, each time you log in, you’ll be asked to enter a code sent via text message or phone call giving you more choice and allowing us to so we know it’s you accessing your account. help more members. Next Day Faster Payments Improvements to our technology We’ve also introduced Next Day Faster Payments which means you’ll be able to Our focus on technology will continue with withdraw funds in branch from your branch-based accounts via cash, cheque or into the the aim to make it as easy as possible for nominated bank account you set up on our eSavings platform. you to interact with us. This will include reviewing our ‘first touch’ contact and You can set up your nominated bank account when you register to view your branch- evaluating new telephony technologies. based accounts online or by logging in to the eSavings platform and clicking the ‘Your Bank Account’ tab on the left-hand side of your screen if you already have an account. Online Mortgage Transfer For members who have a mortgage with us, we’ve made it easier to switch to a new Marsden mortgage when your current product comes to an end. Our new Mortgage Transfer service means you’ll be able to manage your maturity by viewing products Sign up today! you’re eligible for, requesting illustration offers and applying for a product online. If you’d like to receive the latest news Keeping your mortgage with the Marsden means there are no lengthy application forms about our products and services to complete, no paperwork to sign, no property valuation required, no income checks straight to your inbox, sign up to our and no application fees to pay. e-newsletter! You can sign up in branch, or by telling us you’d like to receive emails You don’t need to do anything to register for our online Mortgage Transfer service. We’ll by updating your preferences on the ‘Your write to you when your product nears maturity with instructions on how to access it. Details’ section of your AGM voting form. Members’ Review 2019 8 Members’ Review 2019 9 97% of colleagues are proud to work for the Society Celebrating 160 Years A Great Place to Work It’s not every day you get to celebrate 160 years in business, but this year marks Our people make a big difference to the Society and how it operates, which is a special milestone for us. Established in 1860, we’ve helped members to own why we’d like to share with you a little of what goes on behind the scenes.
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