Children paddling in Windermere copyright Ben Barden
Children paddling in Windermere

How we are doing

We are committed to providing excellent customer-focused service - you can read more in What can you expect from us?. We have set targets on your satisfaction and expect to achieve a 95 per cent satisfaction level.

Here are results from various surveys and data:

Telephone enquiries:

  • Customers calling the Contact Centre who felt they were treated fairly: 98.58 per cent
    Source: Contact Centre Survey 2015, by Lake District National Park Volunteers
  • Customers calling the Contact Centre who felt their enquiry was dealt with professionally: 97.87 per cent
    Source: Contact Centre Survey 2015, by Lake District National Park Volunteers
  • Customers calling the Contact Centre who felt their enquiry was dealt with politely: 99.28 per cent
    Source: Contact Centre Survey 2015, by Lake District National Park Volunteers
  • Calls answered in 3 rings: 75 per cent
    Source: Internal Monitoring cumulative total to Contact Centre 1 April 2015 to 31 March 2016

Face-to-face enquiries:

  • Customers visiting our Contact Centre that felt that their enquiry or query was dealt with politely: 100 per cent
  • Face to face enquiries that were attended by a member of reception staff within 1-2 minutes. 98 per cent

Source: Contact Centre Survey March 2012, by FlyOnTheWall Research

Email enquiries

  • Customers email acknowledged within 5 days: 95 per cent
  • Customers email reciveing a full response within 7 days: 89 per cent

Website enquiries:

83 per cent of visitors to our website think it is good or excellent
Source: Web user surveys 2015/16

Our standards

We deliver lots of different services through a variety of staff. We work in two directorates. Each directorate works towards our vision and delivering our three year business plan. We report every year on how we are doing against our business plan in our annual report.

Our Customer Service Standards state how we will treat our customers and the time scales that we will respond to you.

We also have complaints procedure for when things have not gone well and people can pass on compliments and give feedback at our events throughout the year.

Useful links

Extracts from our 2015-18 Business Plan:

Highlights include:

  • 79% of major planning applications determined within 13 weeks in 2014/15
  • 74% of minor planning applications determined within 8 weeks in 2014/15
  • 85% of other planning applications determined within 8 weeks in 2014/15
  • 28% of successful appeals against our planning decisions in 2014/15
  • 78% of footpaths and other rights of way which are easy to use, even though they may not follow the definitive line in 2014/15
  • 3.3 km annual increase in the length of Miles without Stiles routes that people with limited mobility can use
  • 235,000 visitors to Brockhole in 2014/15
  • 20% of Sites of Special Scientific Interest on our land in favourable condition in March 2015
  • 91% of Sites of Special Scientific Interest on our land in favourable or recovering condition in March 2015
  • 96% of conservation areas with up-to-date character appraisals and management plans in March 2015
  • 59 out of a total of 281 scheduled monuments at high risk in March 2015
  • 4.9% of listed buildings at risk in March 2015
  • 15.3% decrease in greenhouse gas emissions from our own operations, from a 2011-12 baseline of 634.4 tonnes in 2014/15

Our standards

We deliver lots of different services through a variety of staff. We work in two directorates. Each directorate works towards our vision and delivering our three year business plan. We report every year on how we are doing against our business plan in our annual report.

Our Customer Service Standards below state how we will treat our customers and the time scales that we will respond to you.

We also have complaints procedure for when things have not gone well and people can pass on compliments and give feedback at our events throughout the year.

Useful links

Customer Service Standards

We are committed to providing excellent customer focused service.

We will always:

  • Provide a professional standard of service however you wish to contact us
  • Respect and treat all our customers fairly and equally
  • Carry official identification if we visit you and wear our uniform and name badges if appropriate
  • Display opening hours and contact details in all our offices

When you call us we will:

  • Aim to answer within three rings
  • Resolve your query or pass it on to another member of staff who will respond to you within two working days
  • Provide an alternative method of contacting the relevant person if appropriate

When you write to us or email us we will:

  • Reply with a meaningful response within seven working days or, where this is not possible, we will reply with an anticipated date when a full response will be given
  • Use plain English

When you visit us we will:

  • Provide a welcoming environment for you
  • Be polite and professional
  • Attend to you as soon as possible
  • Provide a private room if appropriate

We will also:

  • provide an easy to use complaints procedure - see Complaints, comments and feedback
  • Collect and use your feedback to improve our services
  • Publish annually how we are doing against our targets

We will measure how well we do through:

  • Mystery Shopper surveys
  • Logging and tracking systems
  • Annual satisfaction surveys

Find out how we are doing

We have set targets on your satisfaction and expect to achieve 95 per cent satisfaction level - please look at How we are doing

In return, please be courteous and respectful so we can reach these standards and give you the information you need.

Our values

Our values are central to the way the Lake District National Park Authority works. They indicate what you can expect when coming into contact with us:

  • We are passionate and proud of the Lake District
  • We are innovative and courageous
  • We are ethical and we care about our environment
  • We are approachable, receptive and respectful
  • We communicate and cooperate
  • We value people
  • We aim high and achieve success

Customer Service Excellence - the Government standard

Customer Service Excellence logo

We were awarded this by central government in July 2008 and were the first National Park to receive it. We have been reassessed each year since, making improvements every time. The Customer Service Excellence standard tests in great depth delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction. Find out more on Customer Service Excellence (opens new window).