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Leeds Building Society

Arena’s expertise has revolutionised our business in terms of efficiency and the quality of service we can pass on to our customers, which is always our number one priority.

Paul Thompson, Document Services Manager
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Leeds Building Society is the UK’s 5th largest building society with assets of £10.3 billion, almost 700,000 members and 65 branches in the UK. The Society is always looking to enhance its procedures and systems to deliver first class customer service. Over the past decade, document management technology from Arena Group has provided tangibly successful results to help it match that ethos.

Arena Group started working with the society almost 10 years ago, when its mstore software for electronic document management was installed to simplify and streamline the mortgage application process. Document Services Manager, Paul Thompson, tells us; “We have a good, long-standing relationship with Arena. The technology we use to create and process documents has moved on massively since 2004 and, to this day, Arena remains proactive in helping us to develop and evolve our systems and processes.”

Since the automation of the mortgage application process, Arena has supported the development of a digital mailroom for the society, enabling it to efficiently process thousands of items daily. Paul comments; “it is truly fantastic technology with very few issues matched by easy operation and maintenance. The system places accurate information at the fingertips of our operatives, whilst ensuring that our documents are handled securely within FSA guidelines.”

The most recent upgrade to the society’s infrastructure is a new print room for centralised output of documents; currently the print room receives investment packs from one remote team. “We plan to develop the system further so that operatives at our 65 branches will simply push a button that submits marketing and investment documents to the central print queue.” Specialist software works to share the jobs between three large machines and printed items are posted out from the mail room. “Previously we used a single MFD which simply couldn’t cope with the print volume. The new machines work 24/7 and, in a matter of hours, they output material that used to take all day.” The new system also reduces the negative impact of machine failure; “we are no-longer vulnerable to down time as we have more than one printer to get the work done. The new machines are very reliable and I can’t speak highly enough of Arena’s engineers. They are always close by when we need them; they don’t rely on simply replacing parts and they usually fix a machine within a single visit. This high service standard combined with expertise and a proactive approach really make Arena stand out from the crowd.”

“We would certainly endorse Arena as a document expert. They always look at the bigger picture and they understand our business which means they give us sound advice. We are continually working together on new technology to further improve our workflows and systems. Arena’s expertise has enabled us to totally transform our business in terms of efficiency and the quality of service we can pass on to our customers, which is always our number one priority.”


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The Arena Group comprises: Arena Group Holdings Limited, a company registered in England and Wales (with registered company number 03735943 and VAT number 734562528) and its subsidiary company: Arena Group Limited a company registered in England and Wales (with registered company number 02168309 and VAT number 458238033). The Registered office of all Arena Group companies is Armitage House, Thorpe Lower Lane, Robin Hood, Wakefield, WF3 3BQ. Authorised and regulated by the Financial Conduct Authority for credit-related regulated activities.