The fairest way to charge for electricity usage would be based on consumption, and this would also likely influence usage levels from a sustainability perspective. Unfortunately, the cost of infrastructure and subsequent monitoring and payment mechanisms are significantly cost prohibitive at this time. Having said this, the Club is constantly reviewing the technology and opportunities in this space in order to identify cost effective ways of being able to deliver this type of arrangement in the future.

Question by Ted Howard-Jones. Answered by the Club Chairman at the AGM.

Most site bookings, approximately 98%+, are made by Club members. Often it is lease or planning rules which require access for everyone to be provided. The Club leases Rowntree Park from York City Council, and they expect all to have access, which for a public body is entirely reasonable.

It is worth noting that a non-member pays an additional £13 per night on the pitch fee and this extra charge means that, even for the shortest of stays, most people decide that the Club membership fee is great value and join the Club.

Question by Gary Marshall

Sites have been very busy this year because we did not open until part way through the season. We are looking at policy and procedures around bookings, but generally all members are free to book and use Club services. A weekend booking is very important for many members who cannot take longer breaks

Question by Rosemary Harmer

Following on the success of the Overseas Sites booking engine launched in 2019, we have restarted the Booking Capability programme and we will aim to deliver the new UK sites booking engine by Quarter 2 2022.

To remind you of the key features, we will be delivering:

• A new interactive map to search for and book sites
• Ability to book multiple campsites at same time
• Option to choose your pitch type
• More availability - by taking deposits to reduce speculative bookings
• Fast check in - with payment prior to arrival
• The ability to ‘book a year in advance’ was one of the first initiatives delivered by the Booking Capability programme and enabled members to book nearly 750,000 nights for 2021 by the end of 2020.

Question by Paul Hirst

Following on the success of the Overseas Sites booking engine launched in 2019, we have restarted the Booking Capability programme and we will aim to deliver the new UK sites booking engine by Quarter 2 2022.

To remind you of the key features, we will be delivering:

• A new interactive map to search for and book sites
• Ability to book multiple campsites at same time
• Option to choose your pitch type
• More availability - by taking deposits to reduce speculative bookings
• Fast check in - with payment prior to arrival
• The ability to ‘book a year in advance’ was one of the first initiatives delivered by the Booking Capability programme and enabled members to book nearly 750,000 nights for 2021 by the end of 2020.

Question by Iain Macpherson

Following on the success of the Overseas Sites booking engine launched in 2019, we have restarted the Booking Capability programme and we will aim to deliver the new UK sites booking engine by Quarter 2 2022.

To remind you of the key features, we will be delivering:

• A new interactive map to search for and book sites
• Ability to book multiple campsites at same time
• Option to choose your pitch type
• More availability - by taking deposits to reduce speculative bookings
• Fast check in - with payment prior to arrival
• The ability to ‘book a year in advance’ was one of the first initiatives delivered by the Booking Capability programme and enabled members to book nearly 750,000 nights for 2021 by the end of 2020.

Question by Tony Ball

It is not possible to book two sites for the same date under one membership. As part of the new Overseas and UK sites booking engine programme we are reviewing our current payment terms and conditions in response to member feedback like yours.

The first part of the programme introduced the ability for members to book at least one year in advance, removing 'Peak Booking Day' and providing members with an opportunity to make a booking much further in advance at their own leisure. Our ambition is to provide more availability to members by increasing the volume of certain bookings.

Question by Chris Hockey

Whilst there are many thousands of cancellations and amendments each year, the vast majority of these are made by the vast majority of members, i.e. not simply made by a minority of members making high volumes of bookings (so called ‘block bookers’).

This is why the Club is now investigating methods aimed at improving the booking experience of members, including the introduction of deposits, coupled with new cancellation rules. Whilst undoubtedly the Club, and therefore members, lose revenue as a result of high volumes of cancellations, many of the cancelled bookings are resold. However, we accept that this does not make it desirable, which is why we support the ambition to provide more availability to members by reducing the volume of less certain bookings, and why we will do something about it.

Quesrion by Gordon Kendall

In a normal year we only provide seasonal pitches on sites where we do not otherwise often sell the touring pitch. Seasonal pitches provide incremental revenue at a site where the pitch would otherwise go unsold. Any unsold seasonal pitches are always added back into the touring inventory list for the campsite.

We did recognise that 2021 would see exceptional volumes of touring members on sites this year which could have created some scenarios where touring pitches were full. We have therefore already taken this into consideration when carrying out our annual review of our sites with seasonal pitches.

Question by Ross Durkin

In a normal year we only provide seasonal pitches on sites where we do not otherwise often sell the touring pitch. Seasonal pitches provide incremental revenue at a site where the pitch would otherwise go unsold. Any unsold seasonal pitches are always added back into the touring inventory list for the campsite.

We did recognise that 2021 would see exceptional volumes of touring members on sites this year which could have created some scenarios where touring pitches were full. We have therefore already taken this into consideration when carrying out our annual review of our sites with seasonal pitches.

Question by Vaughan Westall. Answered by the Director General at the AGM

Thanks for the suggestion. At present we are looking at a revised system for Club sites.

Bookings for CLs, which are independent businesses, will require further development and costs, which we plan to explore further and discuss with CL Owners once we have completed the major development of the Club Site booking system.

Question by Jeffrey Carr

Generally, glamping has been added to areas where touring demand is lower or where the land is unsuitable. Carnon Downs, Teesdale Barnard Castle and River Breamish are examples of new sites and extensions to existing sites in 2021 to deliver additional touring pitches. We continue to actively explore acquisition opportunities in areas where we believe we are underrepresented, and should viable opportunities arise, it is our ambition to take advantage of these where possible at a reasonable and proportionate price.

Question by Mark McGillycuddy

We do always try to do this, and we have passed on 100% of the VAT reductions this season, and will continue to do so. We benchmark all prices locally, but the Club, just as any other organisation, or family, does have rising costs which are unavoidable. Members are able to join local Centres who offer a variety of rallies throughout the year which are often an economical solution for holidaying.

Question by David Stedman

Firstly, the services provided by the Club and others can be completely different. Those which offer free WiFi are often a singular defined hotspot area, whilst the Club offers a site-wide provision allowing usage within your outfit, and therefore price points for these two different types of proposition are not comparable. Over the past 10 years the Club has invested heavily in its WiFi provision to provide members with the best possible service at the most affordable price. In the past 6 months the Club has begun a programme of upgrading over 100 sites to full ultra-fast broadband through fibre directly to the sites. This relies on a partnership with Openreach who are constructing the fibre network. As of today, 50 sites have been fully upgraded. You are, of course, always able to access the Club website (for checking bookings and so on) for free at any site.

Question by David Carr. Answered by the Club Treasurer at the AGM

* amended question

People use the Club in many different ways. We have a number of non-facility sites across the network which provide these kinds of stays and we are exploring what other options may be available and viable at other sites. The Club's extensive CL network can help too for those who prefer a smaller site at a lower cost.

Question by Steve Wilkes

As Club members we need to encourage responsible tourism. With the exception of Scotland, in general terms, you must stay on licenced sites, or with landowners with permission by law - wild camping is not legal. Therefore our focus is on providing a range of full facility, and non-facility sites together with CLs and centre rallies to meet the needs of all members.

Question by Simon Robinson

The Club is entirely committed to providing a full choice of sites and environments for members to choose from, ranging from small 5 van CL sites, all the way through to our resort style sites such as Hillhead and Seacroft. It is of course also important to ensure that these sites are in the right location, and are sufficiently popular enough to at least breakeven, which has historically been a challenge on a small number of our non-facility sites.

The pandemic encouraged many of our members to try non-facility sites, and our hope is that now they have experienced these sites, there will be a better appreciation of the joy they can bring, and subsequently become more popular. Centre rallies can also offer a 'simple' touring experience for members.

Question by Deborah Leeson

Not as Club sites - all members can use all services. Many CLs and some Affiliated Sites do offer this service.

Question by Claire Meadowcraft

There are no plans to invest in these facilities at Englethwaite Hall. The number of pitches on the site, and the lack of local infrastructure such as mains drainage make it cost prohibitive for a site of this size. We try to keep a balance of sites with a range of facilities and prices catering for different member preferences. Kendal Club site has fast access from the M6 and provides these services.

Question by Jan de Vries

The Club's Executive Committee is made up of volunteer members, elected by members at the AGM. We welcome and encourage applications for all roles in the Club from people of all backgrounds and interests. There is always more to be done in this area but the Club overall does better than many employers. For example it has only a small gender pay gap of 4% and that is in favour of women. Diversity on the Executive Committee and senior staff is of course very important and we continue to welcome new appointees with the right skills and diversity of views and perspectives. In the Club, diversity also means diversity of experience of the club and its services so we look also for a spread of experience in use of caravans, motorhomes, campervans, UK and overseas travel, club sites, CLs, rally and event usage. There will be a recruitment drive in the 2022 and we look forward to receiving applications from any member willing to give up some of their time and support the Club.

Question by Liz Lynxwiler

The Club's Executive Committee is made up of volunteer members, elected by members at the AGM. We welcome and encourage applications for all roles in the Club from people of all backgrounds and interests. There is always more to be done in this area but the Club overall does better than many employers. For example it has only a small gender pay gap of 4% and that is in favour of women.

Diversity on the Executive Committee and senior staff is of course very important and we continue to welcome new appointees with the right skills and diversity of views and perspectives. In the Club, diversity also means diversity of experience of the club and its services so we look also for a spread of experience in use of caravans, motorhomes, campervans, UK and overseas travel, club sites, CLs, rally and event usage. There will be a recruitment drive in the 2022 and we look forward to receiving applications from any member willing to give up some of their time and support the Club.

Question by Hugh Gilbride

I think you are wrongly informed. Initially, our survey research found the majority of members said they would not tour unless toilet blocks were open. Sites were considerably less busy when facilities were not available. We followed every devolved government guidance on opening facilities at all times. Site staff and members have been kept safe by our procedures and protocols. In addition, there remained the recommendation to use your own facilities if it was felt you wished to protect yourself further.

Question by Kevin Scott

As a Club we don't generally use 'secret campers' or 'mystery shoppers' for the campsites network as we have so much constructive feedback from members that helps us shape each part of the Club moving forward.

We gather member feedback in a variety of ways, on an ongoing basis - for UK Sites, Experience Freedom, Overseas travel services, Cover & Insurance and the Club website experience we ask members to complete an insights survey. We normally ask our newer members to also complete a 'New Member' insights survey based on their first experiences with the Club.

We also use a mix of research surveys, complaints and compliments received, correspondence into the Club Magazine and of course our frontline staff in the contact centre (who are mystery shopped) or on our campsites, plus published ratings and reviews (Trustpilot) and our social media channels (Club Together, Facebook, Twitter and Instagram). In addition to this plethora of member insights and feedback we send out a post-stay survey, inviting all of our guests to tell us about their experiences on the UK campsite network.

This year have already had over 60,000 replies. Each month, our teams review these reports by campsite to identify areas for improvement and also to recognise those members of staff who have delivered fantastic customer service to our members and guests.

Question by Laura Johnston