In Natural England, we do our best to provide you with the highest possible standard of service.
As the Government’s adviser on the natural environment, Natural England are committed to provide practical advice, grounded in science, on how best to safeguard England’s natural wealth for the benefit of everyone.
Our remit is to ensure sustainable stewardship of the land and sea so that people and nature can thrive. It is our responsibility to see that England’s rich natural environment can adapt and survive intact for future generations to enjoy.
We work with farmers and land managers; business and industry; planners and developers; national and local government; interest groups and local communities to help them improve their local environment, and have made a public commitment to these customers through our new Customer service promise that:
When you contact us
When you meet us
To meet our promise to you we work to our customer service standard
We welcome and value your comments, complaints and suggestions about how we provide our service. We would like to hear from you if you:
Should you wish to make a formal complaint please also see the Natural England complaints procedure.
Quarterly summaries of our national online feedback:
|Q4 January-March 2013||18||3||8||Q4 2012-13|
|Q3 October-December 2012||8||2||5||Q3 2012-13|
|Q2 July-September 2012||23||2||10||Q2 2012-13|
|Q1 April-June 2012||16||1||3||Q1 2012-13|
|Q4 January-March 2012||8||1||6||Q4 2011-12|
|Q3 October-December 2011||17||0||27||Q3 2011-12|
|Q2 July-September 2011||13||18||9||Q2 2011-12|
|Q1 April-June 2011||12||3||12||Q1 2011-12|
|Q4 January-March 2011||18||5||5||Q4 2010-11|
|Q3 October-December 2010||19||0||7||Q3 2010-11|
|Q2 July-September 2010||15||4||4||Q2 2010-11|
|Q1 April-June 2010||15||5||11||Q1 2010-11|
|Q4 January-March 2010||12||1||10||Q4 2009-10|
Average response times to online customer feedback, which includes compliments, complaints, comments, suggestions:
|Period||Forms received||Average response time (days)|
|Q4 January-March 2013||29||7|
|Q3 October-December 2012||15||9.5|
|Q2 July-September 2012||35||5.5|
|Q1 April-June 2012||20||4.5|
|Q4 January-March 2012||15||5.25|
|Q3 October-December 2011||44||6.7|
|Q2 July-September 2011||30||9.9|
|Q1 April-June 2011||27||7.4|
|Q4 January-March 2011||28||5.3|
|Q3 October–December 2010||26||8.4|
|Q2 July–September 2010||23||9|
|Survey||Familiarity (%)||Satisfaction (%)||Report|
|95||70||Partner survey 2011/12: (1.67mb)|
Land management customers only
|n/a||82||Customer Survey 2011/12: (1.08mb)|
Regulation customers only
|n/a||55||Customer Survey 2011/12: (1.37mb)|
Land use customers only
|n/a||57||Customer Survey 2011/12: (1.16mb)|
Environmental Stewardship customers only
|68||84||Customer Survey 2010/11: (523kb)|
|2009||69||71||Customer Survey 2009: (1.39mb)|
See Disclosure log
We have developed a Land Management Customer Charter that defines the minimum customer service standards that apply to situations where our advisers work specifically with land management customers.
The graph shows the number of compliments, comments/suggestions and complaints received each month, and the number of complaints responded to within the 20 working day timescale. These are recorded by Customer Services Team staff, who are geographically spread throughout England. This information gives the team and the organisation valuable insight from our large customer base and is used to inform the organisation of the work that we are doing well and also any areas that are to be investigated for possible improvements.
The graph will be updated every two months.