Behind the counter: saving stories from our branch team

We all save for different reasons, whether it’s a dream holiday, a first home or simply peace of mind. We caught up with our branch team to hear about their personal goals, the unusual things customers have saved for and the best saving tips they’ve picked up along the way.

Phoebe Pomeroy, Kacey Franklin and Evie Kinsella – Canterbury branch
Anena Bennett – Maidstone branch
Angela Witchalls – Chatham branch

What do you save for?

Evie: I’m currently saving to buy a house.

Angela: I save so I have money for car repairs, a holiday or a big item that I don’t buy every day. My daughter is about to start university so it’s important that I can help her out with her fees and rent for accommodation.

Anena: At the moment I’m saving for a holiday – we’re off to Thailand in three weeks! I’m not as focused on the future as I already have a mortgage so saving just for fun things really.

In one word, what does having savings mean to you?

Kacey: Security

Angela: Satisfaction – if I have savings put aside, I know I have the money if something crops up.

Anena: Future. Being able to do stuff later on that I can’t afford to do in one pay packet.

What’s your savings goal for 2026?

Phoebe: I’m saving for a holiday! I’m planning to go to New York next year, so I’d like to have enough money to enjoy different things while I’m out there.

Angela: My goal is to continue as I am, sending money each week by standing order, so I don’t notice it going out, but my savings continue to grow.

What are the most unusual things customers have saved/are saving for?

Kacey: Maybe not so unusual but we do find a lot of customers want to be prepared – they’re saving for their own funeral, so their loved ones don’t need to worry about this.

Angela: One customer told me she has two savings accounts – one is for her dog. I assumed it was to cover vet fees, but she said “no, if I pass away before the dog, it’s to help the person who looks after them to feed and care for them”.

What's the best saving tip you've picked up?

Evie: Put your savings away on the first day you get paid after all your essential outgoings are covered.

Angela: My own tip would be transferring a little bit each week. Or monthly. You don’t notice it going out, but it does add up in your savings account.

Anena: Have a look around, don’t put everything in one place. Do some research and see what’s available.

What are the most common queries you get in branch?

Phoebe: One of our main queries is what Cash ISAs we offer and how to go about opening them, whether it’s a new account or a transfer from a different provider. We also get a lot of queries about managing accounts online. Another common query from customers is them asking about what happens in the event of a bereavement, making sure it’s easy for executors to deal with their estates.

Angela: People ask about rates on different accounts, and we explain the different types we offer – do they want a longer-term account and to fix their money or a shorter term with access?

Anena: Our most common queries are around interest rates – especially when there’s been Bank of England changes.

What are the most popular accounts customers are opening at the moment?

Kacey: I’d say ISAs as customers want to ensure they’re utilising what they can before any potential government changes to the ISA framework.

Angela: The most popular types are Easy Access and Fixed Rate ISAs – usually one year. The Easy Access would be useful if they need access to their money straightaway, or they can fix for one year if they know they don’t need their money yet. ISAs are tax free so that’s another reason they’re so popular.

Anena: ISAs are opened the most – everyone is trying to max out their tax-free savings! We also have a lot of children’s accounts opened – helping children and grandchildren save for their future. Our Easy Access account is also popular as it has a better rate than many current accounts.

Do you see different habits from different age groups?

Angela: The older generation are likely to use the ISAs, fixing their money for longer, and being tax free. They do more fixed products, but if they do have an Easy Access account, they use it for bills, building work or holidays. The younger generation often want to save for a house, and they tend to need easy access to their money.

Anena: Mostly we have a lot of older generation customers who are saving for their grandchildren or to help their children out. Or holidays. And houses – some of the older generations are buying property or downsizing. The younger generation has changed – day-to-day wages aren’t enough, so some people are saving for their first house and for the future.

Look out for more insights from our branch staff later on in the year as we explore topics such as fraud and generational saving.

Save the way you want to

In the meantime, take a closer look at some of the ways we could help you save:

• ISAs – make the most of your tax-free allowance with our range of variable and fixed-rate ISAs.
• Bonds – with a fixed rate, you can grow your savings safe in the knowledge that the interest rate won’t change.
• Savings accounts – from a regular saver to our Demelza Children’s accounts, save the best way for you.

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