Our review of 2015 Annual General Meeting 2016 Monday 25 April, 6.30pm Welcome Contents Welcome to our review of 2015. I’m delighted Retiresavvy, our online community focusing 4-5 A summary of 2015 to say that we’ve had another successful year on retirement, launched last year and is already 6 Improvements for our and in 2015 we enabled more people to save proving very popular with those planning for customers for their future and buy their own home than and already in retirement. We also introduced we ever have before. the Skipton Building Society Retirement 7 Top 10 for service Index in November to help us build a picture 8 Savings specialists Throughout the year we’ve offered competitive of people’s attitudes towards retirement at mortgage and savings products that have different stages of life, so we can further 9 Our Bereavement Team featured in best buy tables. I’m thrilled that develop our retirement planning service. some have even won awards. We also had 10-11 Grassroots Giving & fundraising great news that, following our upgrades in Please make sure you vote in our Annual 2014, Fitch and Moody’s both upgraded General Meeting (AGM) to have your say in 12-13 Focus on retirement our credit ratings again showing that we’re how your Society is run. The back page of 14 Our Remuneration Policy “Our members are at the continuing to strengthen our position. this booklet shows the full list of our 2016 resolutions. On pages 14-19 you can read 15 Memorandum changes th forefront of everything we I’m very proud that Skipton came 7 in the more about your Board members along 16-19 Meet your Board do. I’m very proud that 2015 KPMG Nunwood Customer Experience with information about the changes you’re we’re ranked 7th out of 272 Excellence Survey. We’ve also been voting on. 20-26 Summary Financial Statement “ We strive to deliver excellent recognised as a great place to work and are customerUK brands service for customerand I would like now listed in the Sunday Times 100 Best 27-35 Summary Directors’ Remuneration Report toexperience thank all our excellence people for and their the Companies to Work For. Our continued focus commitmenttop rated UK in buildingmaking this society.” on our customers and colleagues means Back Notice of AGM & how to find us happen so often throughout 2014.” we can keep making improvements to the David Cutter services and products we offer. Group Chief Executive 2015 at a glance November April • Chancellor’s Autumn Statement February • Annual General Meeting • Skipton Building Society Retirement Index launched • Listed in Sunday Times June • Government changes September • Grassroots Giving winners announced 100 Best Companies pension rules ★ Awarded 5 stars at the Financial Adviser Service to Work For survey • Fitch and Moody’s upgrade • Retiresavvy.co.uk launches Skipton’s credit rating • Grassroots Giving voting opens Awards for Mortgage Lenders March May July August October December • Chancellor’s Budget • UK General Election • Chancellor’s Summer Budget • Our new • 7th in KPMG Nunwood’s Customer • Skipton launches text ★ • Skipton’s Loyalty ISA • Skipton’s Grassroots Skipton wins Best National Bereavement Team Experience Excellence Survey and email alert service range launches Giving scheme launches Building Society at the What in place ★ Skipton wins Best Junior/Children’s • Our online complaints Mortgage Awards Savings Provider at Personal process improved Finance Awards 2 Vote in branch or by post To vote online visit skipton.co.uk 3 A summary of 2015 Customers Online 2.5 million 88% net satisfaction 7 visits to skipton.co.uk More than 1,000 (satisfied customers (91%) minus dissatisfied customers (3%), more branches changes made to 2,400 customers asked in KPMG Nunwood Relationship Survey January-December 2015) refurbished skipton.co.uk to maintain more accounts opened and improve the website 60% online than in 2014 7th out of 272 UK brands 29,502 KPMG Nunwood Customer Experience customers attended Excellence Survey reviews in branch Source: KPMG Nunwood, August 2015 Colleagues Investors Savings in People Gold Standard 19 Digital Guides in branch growth in mentions in newspaper th 461 best buy tables 11.9% savings balances Ranked 58 93% in the Sunday Times 100 of our colleagues are proud Best Companies to Work For to work for Skipton 30,249 Over 39,000 more savings customers texts sent to customers about than 2014 their ISA transfer Community Mortgages Colleagues 162 2 days raised over community groups available to all helped by employees to £40,000 12,576 11.9% Helped 618 Grassroots Giving volunteer for charity more mortgage growth in customers through customers group mortgage the Help to Buy than 2014 balances Scheme Charitable Foundation gave More than 30,000 public votes cast for mentions in newspaper mortgages for £150,000 Grassroots Giving 80 best buy tables 3,847 first time buyers to UK charities 4 Vote in branch or by post To vote online visit skipton.co.uk 5 Improvements for our customers Top 10 for service Keeping you We always try to listen to customers and look for ways to do things better, We’re thrilled to have come th in secure online whether it’s using new technologies or offering you more support. Here are just 7 KPMG Nunwood’s latest Customer some of the improvements we made in 2015. Experience Excellence Survey out of We take online safety very seriously. 272 UK brands – six places higher Here are some of the features we use Digital Guides: Face-to-face help than last year. to keep your details secure: Many customers said it would be useful to have people in our We now sit in the top 10 among great • Unique login – we’ll never contact you branches to support them with their online Skipton accounts. brands like John Lewis and First Direct and to ask for your login information. So we’ve created a new team of Digital Guides. They each look we’re the top-rated building society! The • Grid Card – you can’t withdraw money after a group of branches and are there to help, whether you results came from customer feedback, so it need hints and tips for using our website or just want or change your details online without this really means a lot to us and shows that our extra layer of security. information about our online services. constant focus on improving our service Your memorable image and phrase – is being recognised. • They’re also sharing their digital knowledge with our make sure you can see these when branch teams, so there are even more people you can you log in. turn to for support. • Padlock icon – if you can’t see it in your Putting you in the picture browser’s window, don’t log in. “ I’m really excited about my new role. There’s so When we’re talking to customers in branch, we can now Making the most of your bring things to life using iPads. Our customers say it helps much you can do on our accounts online website now, I want to to highlight the important points to think about and makes help our customers get things clear and simple. iPads are also Feedback matters being trialled in some branches If you’ve registered on our website, the most out of it.” Our Customer Panel makes a huge for anyone who wants help depending on the type of account Jemma Tidswell, opening an online difference when it comes to you have, you can: Digital Guide, savings account. improving our services. Leeds branch • See your savings summary or the Over 4,000 of you have already joined the balance of your mortgage. panel and signed up to take part in our • Pay money into your online savings research. In 2015, we asked for feedback Web chat account with a debit card. on our AGM booklet, Loyalty Cash ISAs, We’ve recently launched a web chat service for our mortgage broker partners and they’re mortgage calculators, how they feel about • Transfer money between savings finding it really useful. We’ll be rolling it out to customers over the next year so there’ll be web chat and much more. accounts when you need to. another convenient way for you to get in touch. • Check the interest rate on your What’s most important, of course, is how savings account. Keeping you updated we use the feedback. For example, when we asked about voting at our AGM, panel • Update your details and We’ve also introduced a new text and email alert service to let you know when an electronic members said they wanted to know more contact preferences. payment has gone into your savings account. You can set up account alerts for your online about who they were voting for. So, this If you opened your account in a branch, and offline accounts at skipton.co.uk (if you’re registered with Skipton Online) or call us on year, we’ve allowed more space in this you can still register for Skipton Online 0345 702 5026 and we’ll set it up for you. booklet so each Board member can explain and check your balance whenever you their role and what they bring to the Board. want to. A more personal service As brilliant as technology is, we know there are times when you just want to speak to To find out more or to join To register go to skipton.co.uk someone who understands. Our new Bereavement Team is specially trained to help you the panel, visit and click on the blue login button.