Coronavirus Key Information and Guidance

Your Building Society continues to function effectively and continues to take actions in line with government guidelines. The most important thing is that we continue to support you, our members throughout this unprecedented period as well as protecting you and our staff. Our staff will continue to be on hand to handle your queries and support you with any requests that you may have. – Tim Bowen, CEO

Branch opening hours

With effect from Monday 30 March 2020, due to the ongoing Coronavirus situation, the Society has taken the decision to adjust its branch opening times.

We will continue to limit the number of members who can access the branch office at any one time, to adhere to the governments ‘social distancing’ policy. For counter service, our hours will be 9am – 12pm Monday to Friday, until further notice.

Saturday opening is suspended for the time being.

Don’t forget you can still reach us by email at or by phone on 01768 863675. You might find the answer to your query on our website – so it’s certainly worth having a look here too.

As the situation continues to change on a rapid basis, we will be regularly updating our website, as well as our Twitter and Facebook feeds.

Our priority remains the health and wellbeing of our staff, our members and their families and, the broader community. We hope that you understand the rationale around these changes and we look forward to returning to our normal opening hours when it is safe to do so.

Accessing your savings

If you need to arrange a payment from your PBS account to your bank account you will first need to tell us your Nominated Account details and set up Secure Personal Information details. This will allow us to identify you. The forms can be downloaded from our website at this link or we can post them to you. We will require proof of the nominated account details (voided blank cheque or a copy of a bank statement) .

We can only transfer funds to a bank account in your own name (sole or joint account)

If you would like to set up a standing order to your Penrith Building Society savings account from your bank you will need to contact your bank and quote the following details;
Sort code: 60-16-21
Account number: 77173163
The reference number is your Penrith Building Society account number which can be found on the top right corner in your passbook. Please ensure you include the reference number as funds sent without this will be returned to your bank account.

You can also view your account balances by registering for @PBS through the website and this will also enable you to access our secure messaging system

Should you have any questions please feel free to contact us at or on 01768 863675

Mortgage Payment Holidays

The Government issued a statement detailing some of the financial support to be offered to those impacted by COVID-19, including the provision of ‘Mortgage Payment Holidays’. A Mortgage Payment Holiday is an agreement you might be able to make with your mortgage lender allowing you temporarily to stop or reduce your monthly mortgage repayments. To read the Society’s full guidance document on its approach please click here and to view and download a Mortgage Payment Holiday request form click here. You can also contact us at or 01768 863675

Extension of Mortgage Offers

We’re pleased to confirm we will consider an extension of a mortgage offer for an additional three months, where the applicant has exchanged contracts, to support customers who are expected to move home in the near future.
We will require up to date evidence of the applicant’s income and latest bank statement, a signed declaration form and property revaluation. 

PBS Staff Team Message

We have, where possible, staff working remotely. We also have staff keeping the branch open, albeit on reduced opening times. The whole team is working together, from wherever they are based, to ensure that we continue to look after our members’ needs during these extremely challenging circumstances for all of us.

If you require any help with your savings or mortgage accounts, please contact us via email at or by phone on 01768 863675 between 9am and 5pm weekdays and our staff will be there to help you.

We will be monitoring the situation on a daily basis and will update you via our website:, through social media, via our branch and by email if you have already provided us with your email address. Key documentation can be found in the Downloads section of the website.

Thank you for your understanding and support during these unprecedented times in helping us to keep everyone safe and healthy.

Annual General Meeting (AGM)

As anticipated and communicated to you with the Annual General Meeting (AGM) documentation, the venue where we were due to host the AGM has closed. The Society is following government and NHS advice in relation to the COVID-19 pandemic and we will therefore be holding the AGM behind closed doors. The meeting will still go ahead and be held at our Head Office on Wednesday 22 April 2020, but unfortunately members will not be able to physically attend.

Q: How can I watch/virtually attend the AGM?

We are in the process of setting up an online virtual AGM which will allow members to attend remotely and listen to the Chairman and CEO’s speeches. We will provide further updates on our website as to how members may do this over the coming weeks. We will publish a copy of the Chairman and CEO’s speeches and the voting results on our website as usual.

Q: What happens if I have a question for the Board?

There may be the facility for members to ask questions on the day, via the online virtual AGM, however, we suggest that these are submitted beforehand, to ensure they are received and can be addressed. You can submit a question via email at or by phone to the Secretary on 01768 863675. However, please be aware that this is an AGM and therefore the matters to be dealt with are those related to that meeting.

Q: How do I use my vote?
If you have received a voting pack and have not yet voted you can do this in the following ways:
• Online by midnight Sunday 19 April 2020
• By post which must be received by the Scrutineers by midnight Sunday 19 April 2020
• Placed in the post box on the branch front door by midnight on Sunday 19 April 2020

Please refer to your voting pack for full details. You can vote online if you are eligible.

Protecting yourself from fraud

Criminals use exceptional circumstances like the current COVID-19 situation as a chance to pose as employees of a genuine organisation, such as building society / bank staff and police officers and target you for fraud scams.

Criminals pretend to be from your building society, bank or the police and claim they are dealing with coronavirus-related issues that require you to respond by paying money or providing personal information that will allow them to access your account. They often use pressure tactics to stop you thinking about want they want you do for them.

To be clear, Penrith Building Society will never:
• Ask you to disclose your PIN number or other passwords for your accounts
• Encourage you to move funds from your own account into a different “safe” account
• Encourage you to order and pay for UK cash via the phone or internet.
• Charge up-front fees for repayment holidays
• Make home visits to collect mortgage arrears on your doorstep
• Demand an immediate payment of mortgage arrears over the phone
• Demand payment of mortgage arrears via email providing you with a link through which to make payments.

Individuals who approach you saying that they are building society employees and who pressurise you in the ways outlined above are criminals.

Stop – Take a moment to think.

Challenge – Don’t be afraid to ask questions or to say “No” and end the conversation.

Protect – Contact the building society or the bank from which you have made a payment immediately if you think that you have been the victim of fraud.

If you have any concerns please call us on 01768 863675. Full guidance from the Society can be found here