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Customer service

Customer service

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Customer service We aim to provide an efficient and effective service that can be accessed by all.  Our customer service Our customer service charter sets out the service you can expect to receive from a National Lottery distributor. We are always looking …

Managing unacceptable behaviour from customers

Publications

Managing unacceptable behaviour from customers 11/02/2019 We are committed to treating all customers fairly and professionally. We expect the same behaviour in return. We’re proud of the high-quality and accessible customer service we deliver. We’re also …

Contact us

Red telephone box

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Contact us On this page Need help with our online service? To raise a concern, make a complaint and for general enquiries Thinking about applying to us for a grant of up to £250,000? Got a question about our funding? Contact your local team Other …

Andrew White

Andrew White

People

Andrew White Role Director of Wales Andrew is Director of The National Lottery Heritage Fund in Wales, where he is the Heritage Fund’s lead advocate with sector agencies, government and key stakeholders. He oversees an active investment portfolio of more …

Heather Reid OBE

Heather Reid, wearing a grey woollen coat and purple scarf, stands smiling in a field behind a row of Scottish tenement houses.

People

Heather Reid OBE Role Trustee and Chair of the Committee for Scotland Heather Reid has a background in meteorology, climate, natural heritage and science engagement. She chairs the Heritage Fund’s Committee for Scotland and also serves on the Audit and …

Cultures and memories

Two people are in a costume room and are looking down at a pattern on a cutting table. In the background are images of costumes, costumes on mannequins and rolls of fabric stacked on shelves
Credit: Carrie Davenport / Lyric Theatre.

Hub

Cultures and memories headline-highlight Credit: Carrie Davenport / Lyric Theatre. These are the customs and traditions, skills and knowledge, passed down to us through generations. Since 1994 we have awarded over £510million to more than 24,600 community …

England, North: committee decisions June 2026

Simple line drawing of a pen

Publications

England, North: committee decisions June 2026 17/07/2026 Funding decisions Schedule of decisions for The National Lottery Heritage Fund Committee for England, North meeting on 18 June 2026. National Lottery Heritage Grants £250,000 to £10million delivery …

Equality impact assessment for Heritage 2033

An Asian couple in the foreground, with other visitors in the background, exploring the Giant's Causeway

Publications

Equality impact assessment for Heritage 2033 23/03/2023 Explore how we’ve considered the rights of our audiences and beneficiaries in the development of our 10-year strategy and our latest delivery plan for 2026–2029. As a public body, we must comply with …

Heritage 2033 – our 10-year strategy

View of The Great Bath in Bath, Somerset, showing the water surrounded by Roman architecture.

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Heritage 2033 – our 10-year strategy As the largest funder for the UK’s heritage, our vision is for heritage to be valued, cared for and sustained for everyone, now and in the future. Remote video URL We've embedded content from YouTube here. As YouTube …

England, North: delegated decisions June 2026

Simple line drawing of a pen

Publications

England, North: delegated decisions June 2026 07/07/2026 Funding decisions Schedule of decisions under delegated powers for England, North at The National Lottery Heritage Fund on 9 June 2026. National Lottery Heritage Grants £10,000 to £250,000 The …

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