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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

NATIONAL TRUST ARRRRGH

20 replies

RevoltingPeasant · 15/10/2013 22:06

How bloody difficult is it to run a basic membership database and actually deal with the problems members phone you about?? I mean, is it rocket science?

This year my annual direct debit came out 6 weeks earlier than last year - so obviously a bit of a surprise! Apparently it is beyond them to establish a regular payment date.

We have received no new membership cards, info, car stickers so we can park etc. I rang them and mentioned this.

A fortnight later and they have just sent me a single replacement membership card for the one I lost They kindly didn't charge.

Why for the love of God is an organisation that depends on donations and memberships so utterly crap at processing them?

OP posts:

Catmint · 15/10/2013 22:08

Yes. They do need to get much better at this!

Lonecatwithkitten · 15/10/2013 22:13

Move over to NT for Scotland they are better (and cheaper) and you can go free to all the English places.

JiltedJohnsJulie · 15/10/2013 22:21

Lone can you get in all of the English properties with nt Scotland membership?

Tilly333 · 15/10/2013 22:24

I love them ... have had free membership for the last three years because not only do they forget to take my payment they also send out two sets of membership cards one for us and one for my in-laws (original membership was for them)
did I really just admit that?

Bowlersarm · 15/10/2013 22:29

Oh I love them too. Nothing but an excellent service in about 20 years.

Original poster

RevoltingPeasant · 15/10/2013 22:32

Lone can you do that whilst living in England?

Bowlers, I so want to love them but it is nothing but problems! From using my hsuband's name to claim gift aid from my account - illegal!!- to calling me Mrs, to altering the time of DD payments, to now this.... I've only been a member for three years but they've already caused more trouble than all the other charities I support out together. So it'll be back on the phone to them at lunch tomorrow....

OP posts:

Donkeyok · 15/10/2013 22:38

Oh I thought this was going to be about NT kicking tenants out to house employees.

BakeOLiteGirl · 15/10/2013 22:58

Or kicking out life long tenants and employees to turn properties into holiday homes.

JiltedJohnsJulie · 15/10/2013 23:09

BakeO we went to Quarry Bank Mill this sumner and a member of staff was proudly telling us how a current Tennant was moving out so they could turn the house into a coffee shop...

pokesandprodsforthelasttime · 15/10/2013 23:12

Meanwhile I cancelled my membership at the end of August and have received 2 begging letters and a magazine from them since then

EBearhug · 15/10/2013 23:15

I'm not a member. I used to be years ago, and they screwed up a renewal when I really couldn't afford it, so I cancelled. Then I tried to join again at a site a couple of years back, and they screwed that up as well, so I gave up.

It's not like they're a small organisation. You'd think it shouldn't be beyond them.

havatry · 15/10/2013 23:32

I have worked at the NT membership dept - about 20 years ago. If only you knew. There were 12 of us in a call centre, but we were run by a high street bank. We had to put our hand up to go the toilet and only one of us could go at a time. Every 15 minutes the smokers were allowed to light up at their desk. All the records were on microfiches - kind of transparent cards, you had to put up to a big lighted magnifier to see. It could take ages to find a Smith or a Jones. But they did even then operate a system whereby you signed up for a dd and they'd send you a renewal pack two months before expiry. If you didn't cancel, you'd get charged again. The trouble was, who thinks to change their address with something like that when they move. I think they're an amazing organisation in a lot of ways. I've no idea if the membership dept is still the same - I'd like to think not. I am currently thinking all the same people are there, covered in cobwebs like Miss Haversham.

valiumredhead · 15/10/2013 23:32

Tilly-us too!!

havatry · 15/10/2013 23:44

In answer to your question though, they rely on the goodwill of volunteers and are obliged to keep costs to an absolute minimum.

Travelledtheworld · 15/10/2013 23:48

havatry that is interesting. All the membership stuff is now contracted out to a huge call centre somewhere in Merseyside.

Revolting If you want to complain write to the Chief Executive at the head offices in Swindon.

havatry · 16/10/2013 00:03

Travelled I remember there being around 2 million members when I worked there. I don't know how many members they have these days.

What I like about the NT - it's not just the stately homes it's the coastlines they maintain and the countryside - that have no charge often, we just take it for granted. All paid for by members and charitable donations.

So the odd muck up on membership is really not a good reason to give up with them. I don't work for them now, honestly. And I'm very glad to hear the same old people aren't sitting there covered in cobwebs. We were on the London/Kent borders.

EBearhug · 16/10/2013 02:54

It's not the odd muck up, though, it's every other transaction.

(They're not on microfiche any more - an ex used to work for a company which did financial software, and the NT was a client.)

naicehameggandchips · 16/10/2013 03:01

they ballsed up my daughters membership that my parents got for her over the summer, but actually managed to sort it out quite well in the end and we got an extra 3 months free!

Lonecatwithkitten · 16/10/2013 08:04

NT of Scotland
Yes you can be a member if you live in England.
Yes you do get access to all the English properties, but you don't get the book though the app is more up to date.

BakeOLiteGirl · 16/10/2013 08:44

My family lived and worked on an estate that was taken over by the National Trust. All I can say is I am still disgusted with their blatent disregard for planning, listed buildings, tenants,people, wildlife, the properties in their care.

Because they are a charity organisation should not make them untouchable. I wouldn't donate a penny for the charity to squander in the ways they do.

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