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Latest from the BSA

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Reimagining the branch: bringing human advice into the digital age

A free webinar hosted by BSA Associate, SBS   The UK's branch network has been fundamentally reshaped. More than 6,700 bank and building society branches have closed since 2015, representing around 68% of the total network. Yet consumer demand for in-person support has not disappeared. It has evolved. Digital channels now dominate routine transactions, reshaping how customers engage with their bank or building society. But buying a first home, opening a savings account for a child's future, planning for retirement: these are the moments that still call for a human conversation. SBS research found that 85% of consumers would use an in-person service if their bank or building society made it more accessible. The appetite is there. The question is how to meet it. The challenge for UK banks and building societies is not whether branches still matter, it is whether they can reinvent them. Traditional, fixed locations are only one part of the answer. The modern branch is defined by flexibility: the ability to connect customers and members with knowledgeable colleagues wherever they need them, through community-based hubs, shared spaces, or pop‑up locations. Branches shift from being a legacy cost to manage to a strategic capability to deploy. This webinar brings together senior voices from across the industry to examine what a modern branch model looks like in practice, and what it takes to make it a reality. The key takeaways: The state of UK branch networks: what the data really tells us Why trusted conversations with knowledgeable colleagues still matter at life's most important financial moments What a modern branch model looks like beyond bricks and mortar How to balance digital convenience with flexible, accessible in-person services Enabling branch transformation without unsustainable costs Speakers: Ben Verdin, Head of Product & Strategy, UK Lending, SBS  Julia Brook, Chief Customer Officer, Marsden Building Society Joseph Thompson, Economist, Building Societies Association
22 Sep 26

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Over 27million

members served by our sector

32% of first-time buyers

Supported by building societies and two mutual banks

35% of all high street branches

up from 14% in 2013

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Innovation with purpose: Strengthening customer relationships
Society Matters magazine

Innovation with purpose: Strengthening customer relationships

Society Matters - Spring 2026

The spring edition of Society Matters focuses on technology and innovation - we explore where the opportunities might lie, and how organisations can implement technology that enhances the member exper...
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