Striving for Excellence

March 2007 - "Heart of the Lakes becomes the first Holiday Cottage Company to achieve Quality Award ISO 9001!"

Quality Management is integral to the way we run our business and we are proud to announce that we are the first and only agency in the UK to have achieved registration to the world class quality management system ISO 9001:2000 through the British Standards Institution, an internationally recognised standard that focuses on quality and service.
"The award assures our customers, cottage owners and visitors, of consistent and high levels of service throughout our organisation from holiday bookings to the daily management of our owners' investment properties. Anyone who has been through the process for ISO 9001 certification will know that it takes a lot of hard work, time and commitment to obtain. Our staff are all fully behind it and take a genuine sense of pride in knowing they are providing a superior level of service to all our customers." Michael Kay, HOTL Operations Director.

We were thrilled to have received the 2002 Excellence in England Gold Award for Self-catering Holiday of the Year for our wonderful properties at Underscar, Keswick

Sue Lawley, who was the main presenter of the Safeway Excellence in England Awards 2002 said: "I am delighted to be involved with these Awards especially in a critical year for the rebuilding of English tourism. It's an honour to have HRH The Duke of York with us and a recognition of the importance of our tourism industry.

Sue & Michelle Jackson receiving
EXCELLENCE in ENGLAND
Award for Tourism 2002
LONDON 23rd April 2002

These awards reflect the very best of England's tourism industry. To win a Gold Award is a great accolade. As a judge, I can verify that the competition was strong and I congratulate all the finalists that have travelled from all over England to be here today."

Welcome Host
Our staff are all trained in customer service and have all attended Cumbria Tourist Board's 'Welcome Host' course.

Comments from our Guests...
"Your company seems very well organised, your website excellent and we got what we were promised."

"I would like to comment that I think your brochure is excellent, well laid out and presented......As a computer illiterate I also found your website easy to use and fast......(on the phone) your staff have been very friendly, approachable and knowledgeable about the properties."

"Looking forward to another good holiday with Heart of the Lakes. We would not book with anyone else. You are very good!"

"I should like to thank both your staff who spoke to me; in particular the young lady who very kindly looked for suitable venues to accommodate my heart problem. Many thanks for your bright, cheerful co-operation."

Go Top