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: 98.8 per cent
    Source: Contact Centre Survey March 2013, by Lake District National Park Volunteers
  • Respondents who said their call was answered in less than 2 minutes: 82.7 per cent
    Source: Contact Centre Survey March 2013, by Lake District National Park Volunteers
  • Calls answered in 6 rings (18 seconds): 88 per cent
    Source: Internal Monitoring cumulative total to Contact Centre March 2013

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

Who are FlyOnTheWall Research?

FlyOnTheWall Research are an independent survey and analysis team we use to check our standards.

Website enquiries:

80 per cent of visitors to our websites think they are good or excellent
Source: Web user surveys January - March 2013

Our standards

We deliver lots of different services through a variety of staff. We work in three 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 2012-13 Annual Report:

Highlights include:

  • approving 93 per cent of the 867 planning applications, eight per cent above the national average
  • granting planning permission for 188 new homes to help address the lack of affordable and local needs housing in the national park, well in excess of our target of 60
  • meeting our target to reduce our forecast revenue budget deficit for 2014 to 2015 to nil by December 2012
  • remaining on target to maintain a supply of employment land available for development of at least 3.1 hectares. The latest figure is 4.66 hectares
  • completing the ‘Paths for the Public’ programme to reinstate more than 250 rights of way damaged by flooding in 2009

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 six 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).