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Yorkshire Building Society Group

Started in 1864 as Huddersfield Equitable Permanent Benefit Building Society, the Yorkshire Building Society Group today continues to grow as a mutual organisation across the United Kingdom and comprises of 3.5 million members. The brands operated by the group are; Chelsea Building Society, Norwich and Peterborough Building Society, Barnsley Building Society, Accord Mortgages, YBS Share Plans and Egg Banking. The Mutual has a distinctive and active presence in the UK. From humble beginnings to the successful Society we are today, we've always stayed true to our belief in trust.

26 January 2016
Yorkshire and Humber
Local Alliances:
Yorkshire & Humber Dementia Action Alliance, East Riding Dementia Action Alliance, Kirklees Dementia Action Alliance, Richmondshire Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

The YBS group of companies has a role to play in supporting our members who may potentially find themselves in vulnerable circumstances, including those with Dementia. 

The group is currently working towards nationally recoginsing the impact our colleagues may have on the identification of potentially vulnerable customers, and the support we may be able to provide to an individual, in their interactions with us.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Due to the wide spread geographical presence of the organisation and volume of staff members, some of our learning will be delivered electronically, which may challenge our colleagues understanding of Dementia specifically. 

We are approaching this by introducing champions across our business, who will receive more intense training, to share with their business area.  We will also encourage business areas to engage with their local Dementia partners.

Member website


2. Actions

  • Commitment to making staff aware of Vulnerable Customers including those with Dementia

    Introduce group systems to make staff aware that the customers they are dealing with may have potentially vulnerable circumstances including those with dementia, roll out training across the group on how to identify and support these customers.

    Initial Scoping
  • New group guidelines & training

    Introduction of new guidelines and policy across the group to provide consistency in the support offered to customers with potentially vulnerable circumstances including those with Dementia. Introduction of new e-learning module to help colleagues identify, understand and support customers with vulnerable circumstances including Dementia.

  • Specific Support Department

    Initial scoping to look into a specific central department to deal with more complex cases, where customers may require further support.

    Initial Scoping