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Members' Review Members’ Review Members’ Review A year in view 2016 Members’ Review 2016 3 Welcome to your Members’ Review Another successful year for the Marsden and we continue to drive the ambition of the Society forward to ensure we remain modern, relevant and continue to deliver a high quality of service to you, our members. I touched on the plans we had for the future in last year’s Members’ Review and I’m pleased to say that we have made some great progress with many. During the year we’ve spent time reviewing both our member and intermediary ‘experience’ and developing transformation plans that will shape the Marsden and its future through our four pillars; our members, our people, our intermediaries and our financial strength. These plans will be important to help support the future requirements of our members, to demonstrate the continued relevance of a mutual building society and the positive impact we will continue to have on individual members and the local communities that we have a presence in. We continue to celebrate the input of our members into the Society, our recent figures highlight that 96% of our members would recommend us to their friends and family which is a figure our teams are immensely proud of. We have again been recognised for our service and innovation, being nominated for the ‘Be Inspired Business Awards’ and receiving ‘Highly Commended’ awards from Mortgage Finance Gazette for our Customer Service and Mortgage Product Innovation. Contents So, what’s changed in 2016? Welcome 3 It’s been a year packed with change both internally and externally, the obvious being Brexit and the Bank of England base rate 2017, Our Strategy 4 change which have impacted on both our savers and our Your Marsden 5 borrowers. The Society continues to review the impact of these but will shield our members as much as possible from any Supporting our Members 6-7 substantial impact. Life Planning 8-9 Our branch estate has changed, introducing two new Summary Financial Statement 10-15 branches in Poulton-le-Fylde and Clitheroe and closing the four remaining agency offices. We remain committed to the Auditor’s Statement 15-16 local communities we hold branches in and are focused Summary Directors’ on delivering excellence across our branch teams and 16-18 Renumeration Report supporting members with local faces, expert knowledge and a competitive range of products and services. Other Information 19 With this in mind, your Society has also introduced new services; Estate Planning and Funeral Plans (you can find more information on these services later in this Members’ Review booklet). we continue to celebrate the input “ of our members into the Society, our recent figures highlight that over 96% of our members would recommend us to their friends and family which is a figure our teams are immensely proud of. ” Rob Pheasey, Chief Executive Trusted by you since 1860 Member Services 01282 440500 www.themarsden.co.uk Trusted by you since 1860 facebook.com/MarsdenBuildingSociety @MarsdenBS 4 Members’ Review 2016 Members’ Review 2016 5 Our plans for 2017 2017 Turning to the year ahead, our ambition to evolve the Society into a modern, relevant, member focused our strategy mutual will continue. In many ways, the transformation programme that we have set for the business is our most challenging in my time as Chief Executive. our members Our plans to widen our digital operations to support are at the heart of your Society a members have now been set. For our members, this mutual; your changing needs and will lead to a widening of engagement. During 2017, behaviours continue to develop the our online savings customers will transition to a new way in which we can serve you as online savings platform. Our future plans will allow for a building society. We service over the widening of online access to all members, across 40,000 members via our branches savings, mortgage retention and savings retention, or remotely and we’re looking transforming the way our members in the future use to continue to grow this number complementary distribution, whether in branch, online further each year or over the phone. I see 2017 as an exciting and challenging year of % transformation for the Society, to be delivered by a our people committed and professional team. When I look back are committed to driving the on the past year’s achievement, I am very confident 96 Marsden forward and delivering an that we can deliver a programme of change that will of our members would award winning ethos of continued improvement, underpin our future, one where we remain modern, recommend us to their family best financial member focus and future relevance. relevant and continue to deliver long term value to our We have just under 100 members of members. and friends services provider in staff working to deliver the Marsden I have outlined our plans for investment, but equally Lancashire service and have successfully important areas of focus are maintaining competitively delivered a number of programmes priced mortgage and savings rates and delivering an across 2016 and remain supportive appropriate focus on operating costs. of our ambition I extend my thanks to those to whom we hold a special relationship, our members. The Marsden is operated for our intermediaries your benefit, by maintaining our financial strength and support over 95% of our lending with your support I am confident that we will continue business and allow us to achieve to grow your Society. We have high aspirations and we our lending ambition. With the hope you will continue to be part of that future. 2,398 introduction of Older Borrower new branches mortgages, increased resourcing new members welcomed to and developed efficiencies across opened in our services we’ve increased our the Marsden Lancashire lending by 39.2% this year Rob Pheasey 2 Chief Executive our financial strength continues to be built upon and we remain one of the top strongest building societies in the UK. Our financial strength underpins our £ strategy for 2017 and ensures that members know their money is safe new borrowers new savers with the Marsden to the Marsden to the Marsden Trusted by you since 1860 Member Services 01282 440500 www.themarsden.co.uk Trusted by you since 1860 facebook.com/MarsdenBuildingSociety @MarsdenBS 6 Members’ Review 2016 Members’ Review 2016 7 How do we support our members? No matter what stage in life you are at, we’re always on hand with a range of products to support your financial needs. This year, we’ve introduced ‘Life Planning’ support which includes funeral plans and a range of estate planning services such as Will writing, Probate, Trusts and Lasting Powers of Attorney. If you need more information about any of our products and services, please get in touch or pop into your local branch to speak to a member of our team. Savings Home insurance We know everyone saves for different Your insurance is individual to you and your reasons and we believe we’ve got something needs, which is why we offer a modular for everyone. What’s more, we make it easy policy ensuring you’re covered for the things to help you find the right product and help that are important to you at a price that fits. you manage your savings easily. You start with Core Cover, then pick and choose your Extra Cover options and only • Everything from every day easy access pay to protect the things that matter most through to locking your savings away for to you. a fixed time • Access you savings in branch, online or • Only pay for what you need over the phone • Buildings and contents cover available • Accidental damage available NEW NEW Mortgages Landlord insurance Estate planning Funeral plans We have plenty of experience supporting If you’re a landlord, you will need different You are never too young to start planning A funeral plan is a simple and our members with life in their own home. cover for your property. Our landlord ahead for life’s ups and downs; it not only straightforward way to cover the cost of a Whether it be for the first time, looking for insurance is designed to protect you and makes financial sense, it also helps to funeral in advance and put arrangements in remortgage options or investing in your your investment. ensure that your wishes are met and helps place. property, we can help. Don’t just take our make a difficult time a lot easier for your word for it though, we have won awards for • Buildings cover family. • Buying a funeral plan now, guarantees our service and product ranges… • Contents cover as standard you pay today’s prices • Member rate on the cost of Protects against unexpected events • A plan can save your loved ones money • First time buyers • your Will and worry in the future • Moving home • Free review of existing plans • The plan is guaranteed to everyone aged • Remortgaging • Support with Will writing, Lasting Powers 50 or over with no health restrictions or of Attorney, Trusts and Probate medical questions Trusted by you since 1860 Member Services 01282 440500 www.themarsden.co.uk Trusted by you since 1860 facebook.com/MarsdenBuildingSociety @MarsdenBS 8 Members’ Review 2016 Members’ Review 2016 9 About Funeral Plans Our partnership with Dignity supports you About Estate Planning with prepaid funeral plans. If you would like Through our partnership with The Will Writing more information about this product, please Company, we can arrange an appointment for speak to a member of our team. We have you to discuss your needs or provide you with highlighted some of the key reasons you may more information.
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