The Cumberland has reintroduced face-to-face mortgage appointments at its Cockermouth branch, responding to growing demand from customers seeking in-person support.

Mortgage and protection advisor Victoria Rae-Mills has recently begun offering appointments in branch one day a week, marking a return to a more traditional, community-based service alongside existing phone options.

Speaking about the move, Victoria explained how her role has evolved in recent years.

“I’ve been a mortgage advisor for a couple of years now and when I originally started, the job was going to be face-to-face.

“But then during lockdown everyone started working from home and so my job completely changed.”

Having recently returned from maternity leave after having twins, Victoria was keen to rebalance her working pattern.

“I just wanted that break so that it wasn’t just every day working from home,” she said.

“So when it was suggested that I come in to do face-to-face appointments, one day a week in Cockermouth, I jumped at the chance.

“We just want to get the word out that there’s an advisor now in the Cockermouth branch doing face-to-face mortgage appointments.”

While phone appointments remain available, The Cumberland says the reintroduction of in-person appointments reflects a wider shift in customer preferences. 

“I do feel like people are starting to move towards more face-to-face appointments now than they were a couple of years ago,” Victoria said.

She believes face-to-face meetings can be particularly valuable for those navigating the mortgage process for the first time. 

“The full mortgage application, especially for a first-time buyer, can be quite daunting.

“I’m able to guide them through the full process from start to finish.”

The move also reflects The Cumberland’s commitment to providing a physical presence in the form of branches on high streets in their operating area.

“Sometimes we feel like the last man standing,” Victoria said.

“There aren’t many places that will offer face-to-face appointments now, especially mortgage appointments.

“It’s about offering our customers a choice.

“We are able to offer a wide range of appointments on the telephone but if customers would prefer to come and discuss their mortgage face to face with a cuppa, we’ve got that covered too”

For Victoria, the return to in-branch appointments is also professionally satisfying.

“It is just so fulfilling to be able to offer that support and help for people,” she said.

“One of the biggest things that you’ll do in your life is purchase a property, and it is just a pleasure to help them along that process.”

Appointments can be booked by visiting other Cumberland branches, not just Cockermouth, via The Cumberland’s website, or by contacting the customer care team