National Trust レビュー 

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2025年4月8日

Hi Jane,

Thank you for taking the time to review.

I'm sorry for the disappointing experience you had with our car parking machine at Compton Bay.

We're aware that our car park machines on the Isle of Wight need improving and we currently have a project in place to do so.

We hope that the new machines we implement will improve the experience for our supporters.

Thank you again for your feedback and valuable support.

Kind regards

Steve
National Trust

National Trust からの回答

2025年4月11日 に更新

Hi Big Al

Thanks for taking the time to leave your review and for your positive comments about Hardwick and our team there.

We feel our signage is clear on both charges and opening hours at visitor reception. For clarity the £6 is not a car parking charge but the fee to enter our parklands which includes our café. We’ll take your feedback on board and look to make improvements if we can.

We rely on entry fees, as well as membership subscriptions, to maintain our properties. I’m sorry you feel it’s unfair to have to pay but without such charges we simply couldn’t operate the amazing places we care for.

Thanks again for leaving your review and visiting.

Chris
National Trust

National Trust からの回答

2025年4月3日

Hi Sharyn,

Thank you for sharing your thoughts and experiences. It's lovely to hear your appreciation for the work that we do.

I'm sorry you didn't receive a friendly welcome from some of the team at Arlington Court. We strive to provide great customer service across all areas, so I'll provide feedback to the team there.

Thank you again for your feedback and continued support. I hope you continue to have many enjoyable visits to the places in our care.

Kind regards

Steve
National Trust

National Trust からの回答

2025年4月1日

Hi Jonathan,

Thank you for your 5* review.

I'm glad to hear you had a good experience with the team at Dunham Massey shop. I will pass on your kind comment to the team.

Thank you again for your feedback and for your valuable support.

Kind regards
Steve
National Trust

National Trust からの回答

2025年4月1日

Hi Russ,

Thank you for taking the time to review.

I'm sorry you're disappointed by some of our work.

The word “woke” seems to mean different things to different people so it’s hard to comment on that specifically.

Our work is always guided by our purpose which is to promote the preservation of nature and history for everyone, and we want to make everyone feels welcome.

We don’t necessarily expect everyone to be interested in everything we do, and that’s ok. Different people want different things from their membership. We haven’t stopped doing all the things that made you join in the first place, we’re just doing other things as well.

Thank you again for your feedback.

Kind regards
Steve
National Trust

National Trust からの回答

2025年4月1日

Hi Maria,

Thank you for taking the time to review.

I'm sorry you had a disappointing visit to Cotehele.

Due to this being an outdoor seasonal event we do need to rely on the weather to ensure a good display of daffodils, so some years may be better than others. The recent frost we experienced in the days leading up to the festival did not go in our favour, but now the sunshine has been out for the a couple of days we are starting to see more daffodils appear in our gardens. As well as other spring delights such as our magnolias.

I'm sorry you also find our prices to be too high. We understand that there are still many pressures on people’s finances at this time. This year’s prices reflect the continually rising costs of the materials, utilities and labour needed to maintain the day to day running of our places and to conserve them to the highest standards. They also account for the cost of conserving our historic buildings.

I've ensured your comments have been shared with the relevant teams.

Thank you for your feedback and valuable support.

Kind regards
Steve
National Trust

National Trust からの回答

2025年3月26日

Hi Antonie van der Vliet

Thanks for leaving your review and for providing more details when we asked.

I'm so sorry to hear about the difficulties you've experienced. I've asked our Supporter Services Centre to look into things and they'll be in touch shortly if they haven't been already.

I'll follow it through with them to ensure we resolve this promptly.

Thanks for your support.

Chris
National Trust

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2025年3月17日

Hi Rebecca

Thanks so much for your positive comments.

I hope you've had lots of amazing family days out at the places we care for.

And thanks for the warning about our car parks. As the weather improves we'd recommend checking our website and the relevant pages with regards to parking arrangements. Easter is usually particularly busy but webpages will often tell you when is best to arrive to beat the queues.

Thanks for your support.

Chris
National Trust

National Trust からの回答

2025年3月11日

Hi Martin, thanks for taking the time to leave a review.

I’m sorry you visited Wightwick only to find that you couldn’t park – that must’ve been frustrating. We used all our available parking, and tried to manage the numbers, but on the first warm weekend of the year we just couldn’t park everyone and we had to turn some people away. I hope we can welcome you back for a repeat visit in the future.

Thanks again for taking the time to leave a review, and for your support.

Best wishes
National Trust

National Trust からの回答

2025年3月5日

Hi Onlymemrp

I'm sorry you were disappointed by your experience. Our places often become very busy as the weather improves, and at popular times of the year like Christmas and Easter. It can cause difficulties in our car parks.

The Carding Mill Valley webpage contains a warning about parking "The car park at Carding Mill Valley can reach capacity on weekends or school holidays, please come prepared to park offsite." So we do our best to warn about the possibility of parking issues.

We're sorry to be losing your membership. But hope you've had some amazing days out at the 500+ places we care for.

Thanks for your support.

Chris
National Trust

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2025年3月5日

Hi mj gladders, thanks for taking the time to leave a review.

I’m sorry you found it difficult to park at Wentworth Castle Gardens recently. We do have an overflow carpark, however it’s on the grass hill next to the main carpark. Unfortunately, because of the wet weather recently, we can’t let visitors park in the overflow car park at the moment. Despite two layers of reinforcement, the ground is too wet and boggy to park on. When the ground is so wet, it can lead to dangerous conditions when people are leaving. It also runs the risk of cars getting stuck in the mud. I’m afraid on 2nd March, we didn’t have a choice but to close the overflow car park. I’m sorry that this impacted your visit, and I hope we can welcome you back again in the future for a repeat visit.

Thanks again for taking the time to leave a review, and for your support.

Best wishes
National Trust

National Trust からの回答

2025年3月6日

Hi Sharkey

I'm sorry to hear about your experience.

I've asked for some more information so I can complete a thorough investigation and reply in full. Unfortunately, I haven't heard back from you.

I hope the issues are now resolved and your family enjoys their membership.

Thanks for your support.

Chris
National Trust

National Trust からの回答

2025年3月3日

Hi Serg. Thanks for your review. I’m sorry for the disappointment in our prices. We understand there are still many pressures on people’s finances and are very grateful to those members who can continue to support us. This year’s prices reflect the continually rising costs of the materials, utilities and labour needed to maintain the day to day running and conservation of the places in our care. Unfortunately, the costs of conservation typically rise at 2-3% higher than the rate of inflation.

We review our pricing regularly to make sure that we can balance looking after historic places, green spaces and collections to the high standards they deserve with providing high quality days out for visitors. Without increasing our prices this year, we couldn’t deliver our responsibilities as a charity to look after the more than 500 historic places, 780 miles of coastline and 250,000 hectares of land in our care for the nation.

We believe that the new prices still represent fantastic value for money, particularly given the scale of our charity and the number of places that can be visited with membership. They also benchmark competitively against similar organisations and against the costs of products and services. For example, family membership at the National Trust costs the same as buying one takeaway coffee a week. At £8 a month, single adult membership is cheaper than most streaming services such as Amazon Prime and Apple TV (£8.99). Thank you for all your past support.

National Trust からの回答

2025年3月3日

Hi jimmyc. I'm sorry you've had a negative experience with us. It's hard to comment with the little information given, however I hope we get the chance to welcome you back and that you have a better time. Thanks for your support.

National Trust からの回答

2025年2月13日

Hi Phil, thanks for taking the time to leave a review.

We’re aware of a recent increase in discussion on the subject of drone use on or over National Trust land. We’ve taken the opportunity to update our website to clarify our policy.

The use of drones is regulated by the Civil Aviation Authority and it is a developing area which is coming under greater scrutiny. Few non-commercial users have the correct training or permission to operate drones, which creates a serious risk to our staff, volunteers, visitors, property, and wildlife. We’ve therefore adopted a strict blanket policy banning the use of drones at our sites. The only exception being contractors or staff who satisfy stringent CAA criteria, have specific insurances and have been commissioned or authorised by the Trust for a specific purpose – and in these cases the activity is strictly controlled.

The regulatory environment regarding drones is rapidly developing. We’ll continue to monitor this development and keep our position under constant review.

Thanks again for taking the time to leave a review.

Best wishes
National Trust

National Trust からの回答

2025年2月14日

Hi Carolyn,

Thank you for taking the time to review.

I'm sorry you were frustrated you couldn't cancel your membership renewal through My Account.

We're working to improve the My Account feature and make it more user friendly for our members. I've passed your comments to the team in charge for their consideration.

I'm glad to hear once you got through to our Supporter Services Centre, our advisor was helpful. While I'm unable to check your membership without further information, if you have concerns your renewal hasn't been cancelled, you can email us at enquiries@nationaltrust.org.uk. We can then double check this for you, but I'm confident this would have been arranged after your call.

Thank you again for your feedback and for your support.

Kind regards

Steve
National Trust

National Trust からの回答

2025年2月10日

Hi Emma, thanks for taking the time to leave a review. I’ve sent you an email, which I hope explains the reasons you’ve had issues renewing your membership online.

Thanks again for leaving a review, and for your support.

Best wishes
National Trust

National Trust からの回答

2025年2月7日

Hi Toni,

Thank you for taking the time to review.

I'm sorry you've had difficulties getting your membership changed to our senior rate. I can appreciate your frustration.

We do advise on our renewal mailings that supporters need to contact our Supporter Services Centre to change to our senior rate if they're eligible.

The reason you were asked to call back next month is likely because your monthly payment had already been processed. However, if you email enquiries@nationaltrust.org.uk, someone will be able to complete the change for you.

Thank you again for your feedback and continued support.

Kind regards

Steve
National Trust

National Trust からの回答

2025年2月6日

Hi HJ

Sorry to hear about your experience.

This isn't what we'd expect from our agents. We strive to provide great service through our contact centre.

I'd have loved to investigate this further and provide some coaching to the agent you spoke. Unfortunately, I didn't hear back from you so I can't trace the call.

I can assure you we value yours, and all our members', support. We couldn't do what we do without you.

Thanks again.

Chris
National Trust

National Trust からの回答

2025年2月3日 に更新

Hi Kath

Thanks for your comments.

We’re sorry to hear your concerns because fair pay is very important to us and over the last three years we have invested over £50 million in annual pay awards for all our staff.

As of April 2025 when the new financial year comes in, the National Living Wage will have grown by over 55% since 2018, squeezing the difference in pay between our lower grades of roles. We have a project to address this pay compression at the Trust, aiming to create more space between pay levels for different types of roles.

Two years ago, we changed how we rewarded our staff in grade 11 roles and moved to a “spot salary” system. The spot salary is negotiated annually with our trade union Prospect. Each year we ask our staff how they feel about pay levels in our annual engagement survey and we’re pleased that the number of positive responses has been improving, especially for staff in grade 11 roles, since introducing the new spot salary system.

I hope I've provided some useful information and thanks for your support.

Chris
National Trust