Applicant and grantee surveys


1. Customer Care Survey

Each year, we seeks the feedback of every applicant applying for a grant, and every grantee who has completed a project during the financial year.
This report collates feedback collected from the survey including:

  • our application
  • grant assessment
  • monitoring procedures
  • performance over time

Headline information from the 2018 report includes:

  • applicants rated our overall handling of their application a mean score of 8.03 out of 10; a drop on last year’s 8.22 out of 10
  • when we weight both years to the same proportion of accepted and rejected applicants, the mean score is consistent with the previous year at 8.75 out of 10 (vs 8.76 out of 10 reported in 2017)
  • overall ratings of our service to grantees who had completed projects in the past year have improved this year at 9.04/10, compared to a mean score of 8.94/10 in 2017

2. Output Survey

This report summarises the results of our Output Data survey, a programme of research which collects data from:

  • Heritage Grants projects (£100,000 and over) completed between April 2016 and March 2017
  • Your/Our Heritage projects (under £100,000) completed between January 2017 and December 2017

Headline information from the 2018 report includes:

  • almost half of Heritage Grants projects (46%) took on additional staff for the delivery of their project whilst the same proportion (46%) used volunteers to help deliver their project.
  • around a half (47%) provided training for their staff to carry out their HLF-funded project
  • 94% of Heritage Grants projects recorded an increase on visitor numbers in the 12 months after their project completed compared to the 12 months before their HLF project started
  • over half (57%) of Your/Our Heritage projects took on staff for the delivery of their project whilst 73% stated they used volunteers to deliver their project
  • around 2 in 3 projects (66%) trained staff or volunteers to carry out their project



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