2021 Submitted Questions from Members
and Responses
HF Holidays Annual General Meeting
Operational Matters
Response
Under normal circumstances we do not release twin rooms for single occupancy until 8 weeks before departure and only subject to availability. If a single is not available, the best thing to do is go on our waiting list. Sometimes the Yield team will review the waitlist and either upgrade an early booker to a double for sole use (complimentary) and release a single for sale to the waitlist. At other times we may be told to offer sole occupancy earlier than 8 weeks, but all depends on the availability.
One area of the UK with huge amounts of varied walking and other outdoor activities in which HF, so far, has not had a presence is the Southern Uplands in Scotland. Are there any plans or thoughts as to how an HF presence might be achieved in the future?
Response
The Society has been focused on the re-opening of its country houses in May and to taking advantage of the present staycation demand. Looking to the future, the focus will be around the strategic core areas of product, performance and people. The pandemic has allowed for change within the Society and we have responded to many opportunities. The Society does have the option to purchase Peveril of the Peak, which is currently leased to the Society. The option to consider another HF house remains and once there is further stability will be discussed.
I wonder why you want to focus on abroad holidays instead of focusing on what is successfully working in UK. What makes HF special are the houses, the places and the walks (concerning me) in UK. I wish you would offer more challenging walks in Scotland and the lake district and support more local business instead of abroad. May be climbing for the young and more ambitious people.
Response
We believe there is opportunity for growth in our abroad holidays with a focus on trip fill. However this does not take away the focus to offer our UK walking holidays which in the current climate have proved to be a real asset to the Society. We offer a range of challenging walking holidays and new for 2021 is our Three Peaks Guided Trail Holiday which starts in Scotland, through to England and finishing in Wales. For more information please visit our website.
Will the menu card system be repeated this year? Whilst it’s introduction may be understandable I felt it made HF ‘feel like’ a chain as the same menu was used at each house. It took away the chance to experience the chef’s talents at creating a distinct menu using some local produce.
Response
We are renowned for the quality of our country house meals. We believe our menu is extensive, including as it does vegetarian options. On re-opening, we will have a local night menu and a Chef's Special evening. The breakfast buffet and picnic "tuck room" have been adapted and we have had to remove all buffets and open food items for now, to follow Covid safety guidance. We will review these once restrictions are lifted. In late 2019 we did appoint a Food and Beverage Manager to help us focus on quality, consistency, costs and to reduce wastage. Part of the work has involved more centralized menus and preferred suppliers, which is common in hospitality, while ensuring that the quality remains key.
Whilst walking from the HF house has been necessary during the pandemic can you give assurance that transport will be used as soon as possible in order to provide a better variety of walks making the most of the wider area in which the house is situated?
Response
From the reopening on the 17 May, we will be trialing transport at some of our houses including Glen Coe. Our aim is to re-introduce transport when the restrictions are lifted in June. However, following the success of our transport-free holidays, as a result of adapting our holidays during the pandemic, we have launched Tread Lightly holidays which are transport-freec, where the walks start and finish from our country houses. And with no need to meet a vehicle at the end of each walk, there is greater flexibility. So, if your group wishes to linger over lunch or finish the day with a few drinks in a pub, they can.
Will chefs at the UK houses still be able to purchase local produce? I am concerned that the introduction of a food and beverage manager will stop the use of locally sourced produce. I am hoping there will be a balance taking account of the difference between purchasing items like toilet rolls and, for example, welsh lamb at the Welsh houses!
Response
We are renowned for the quality of our country house meals. We believe our menu is extensive, including as it does vegetarian options and more plant based meals. On re-opening, we aim to have a local night menu and a Chef's Special evening where local produce can be purchased. The breakfast buffet and picnic "tuck room" have adapted and we have had to remove all buffets and open food items for now, to follow Covid safety guidance. We will review these once restrictions are lifted. In late 2019 we did appoint a Food and Beverage Manager to help us focus on quality, consistency, costs and to reduce wastage. Part of the work has involved more centralized menus and preferred suppliers, which is common in hospitality, while ensuring that the quality remains key.
Will your plan for increased house occupancy mean less availability of single rooms?
Response
We always recommend to book a single room at an early stage, but we note this is not always convenient. Nearly 40% of our bedstock is for single guests and we release twins for sole use depending on availability and sales, usually a few months before departure. We do not release twins/double for sole use too early as we need to protect the commercials of our houses and the viability of our holidays. If we released too many rooms for underoccupancy this would affect viability – however, we do waitlist guests and can release nearer the date of the holiday. We do appreciate this may not be suitable for everyone though. We also have plans next year to increase capacity creating two more single ensuite rooms at Nether Grange in Alnmouth as an example. We also recently sent a mailing on single room availability to actually help solo travellers know where we have remaining space, which we hope shows our commitment to single guests. We also believe we provide the strongest offering for single guests when compared to any other UK holiday provider.
How many UK houses now have facilities for charging electric cars ?
Response
We know that a few members have continued to ask the Society about electric charge points at houses. A review has taken place. The recommendation is we look at this for a few sites in 2022 – where we can trial use. Other matters need to be considered around where the charge points are sited, etc. We will also explore what grants and options are feasible – to date we have not found any generous schemes and our capital budget for 2022 may have other pressing priorities.
If the full HF experience is not available due to Covid, e.g. no housekeeping in bedrooms, walks from the house only and no evening entertainment, will the price of the holiday be adjusted to take this into account? We booked a group holiday last year to take place in September this year.
Response
During the pandemic the Society has adapted the holidays in light of the social distancing safety measures which do have higher costs in operating especially in the actual house. There are no plans to reduce the prices. In June when the restrictions are lifted we will review this impacts our holidays. For example our aim is to re-introduce transport for our guided walks.
Core activities are outdoor walking ones, but can HF consider adding more easy-going walks, or indeed more leisurely activities, to allow less able partners or friends of "active" healthy members to come along. This will also widen the number of customers that can use the facilities (addressable market). I personally am affected by this as I want to go on challenging walks while my wife considers a holiday with me where she will be left alone during the day as she is not sure about going on an "easy" walk option. She has been walking with HF for 50 years on and off.
Response
We have a variety of holidays that would be suited to customers who would like a slower pace of holiday. These include our Gentle Walking, Mind & Body breaks, Photography holidays or perhaps our Heritage Tour; The Bloomsbury Group holiday to the South Downs.
As a non UK resident, I am unable to book at the moment: there are talks of "vaccine passports" to be able to go abroad, and I have as yet no date for getting my vaccine. So if I book for a week in England, and cannot come because of French (or European) regulations, will I be refunded?
Response
We are being as flexible as possible at present as we understand the difficulties customers are facing with all the different restrictions in various countries and in the UK with the pandemic. Therefore, we have been permitting guests to defer or transfer a UK holiday for free, up to 14 days before departure (only at HF Houses – not on non-HF Trails holidays). Guests will not be refunded if they cancel – normal T&C’s will apply. We will always be flexible where we can.
Will we have no choice but to accept a 7.30 breakfast slot as we experienced in St Ives last July? We have two bookings for holidays later this year!
Response
From when we re-opened our houses on the 17 May, there may still be some locations that require two sittings for breakfast. However, this will depend on the size of the dining room at each house. When the restrictions are lifted from June, our aim is to return to one sitting for all mealtimes. We will try and be as flexible as we can for guests noting specific requests.
Why can’t announcements be made in the dining room at meal times?
Response
Due to the current safety precautions our team are unable to provide public announcements. When social distancing is relaxed from June, we hope to review this.
Many holidays UK are booked. What will you do re short notice cancellations.
Response
We offer the option to be waitlisted on all our holidays, which would mean you would be offered the option to book should a cancellation occur.
Are there any plans to increase the number of single rooms in the UK houses?
Response
Nearly 40% of our bedstock is for single guests and we release twins for sole use depending on availability and sales, usually a few months before departure. We also have plans next year to increase capacity creating two more single ensuite rooms at Nether Grange in Alnmouth as an example. We also recently sent a mailing on single room availability to actually help solo travellers know where we have remaining space, which we hope shows our commitment to single guests. We also believe we provide the strongest offering for single guests when compared to any other UK holiday provider.
I am an HF member and leader. Under the goal 'Enhance the holiday experience' I very much enjoy leading abroad. But however much research I do before a lead, I tend to lack 'local knowledge' and I wonder if HF have any plans to move to a model of 1 UK leader and one local leader? The UK leader brings confidence to guests in regard to issues that may arise overseas while the local leader would bring better local knowledge.
Response
This is an interesting idea and something we will consider. We know guests do like local advice and information especially whilst on the walk.
More holidays seem to be for less than a week. I live in the South East and it is not worth going to the North or Wales for only 3 or 4 days. Please do more for 7 days..
Response
Thank you for this feedback, which we will review. A large number of our holidays are still for 7 nights.
I am a single member and have often found it difficult/impossible to book on line. Over the phone I have normally been offered a double room for single occupancy at a surcharge. I hope this will be better with the new system.
Response
We are upgrading our booking system so we hope the new software will improve the booking experience. We expect it to be live from the Autumn 2021.
Will HF Holidays begin to install electric charging points for electric cars at all houses?
Response
We know that a few members have continued to ask the Society about electric charge points at houses. A review has taken place. The recommendation is we look at this for a few sites in 2022 – where we can trial use. Other matters need to be considered around where the charge points are sited, etc. We will also explore what grants and options are feasible – to date we have not found any generous schemes and our capital budget for 2022 may have other pressing priorities.
Do you intend to replace the house in Beddgelert with another house in North Wales?
Response
The Society has been currently focused on the re-opening of its country houses in May and to taking advantage of the present staycation demand. Looking to the future, the focus will be around the strategic core areas of product, performance and people. The pandemic has allowed for change within the Society and we have responded to many opportunities. The Society does have the option to purchase Peveril of the Peak, which is currently leased to the Society. The option to consider another HF house remains and once there is further stability will be discussed.
When will Tiger Bay go live?
Response
We are aiming to launch Tiger Bay, our new Reservations software system, in the Autumn 2021. From a customer perspective, there should be little impact. Post-live, we would expect to deliver a better customer journey and faster and more flexible booking.
Electric vehicles are rapidly growing in popularity, many driven by tech-savvy 30--50yr olds, with a strong interest in environmental matters and the outdoors, and in well-paid jobs, just the sort of folk that HF seeks to attract to our range of offerings. What progress has HF made towards installing suitable external power points to enable guests, like me, arriving by fully-electric transport, to slowly recharge their car during their stay? We are currently "invisible" to these potential guests on charger-location apps such as Zap-Map".
Response
We know that a few members have continued to ask the Society about electric charge points at houses. A review has taken place. The recommendation is we look at this for a few sites in 2022 – where we can trial use. Other matters need to be considered around where the charge points are sited, etc. We will also explore what grants and options are feasible – to date we have not found any generous schemes and our capital budget for 2022 may have other pressing priorities.
I note that the deposit for a European Holiday is £150 per person regardless of the duration of the break which seems excessive if booking a short break of say only 3 days. Could this be reviewed so that the deposit is a percentage of the holiday cost?
Response
Thank you for this feedback which we will review. The majority of our overseas holidays are for 7 nights or longer and we have tried to streamline our pricing however it is something we will consider.
What progress has been made in installing car charging points at UK houses
Response
We know that a few members have continued to ask the Society about electric charge points at houses. A review has taken place. The recommendation is we look at this for a few sites in 2022 – where we can trial use. Other matters need to be considered around where the charge points are sited, etc. We will also explore what grants and options are feasible – to date we have not found any generous schemes and our capital budget for 2022 may have other pressing priorities.
In terms of going paperless will you be extending this to documents sent to guests, asking in they are prepared to receive the itinerary online and the ordering of meals when at the House as examples.
Response
Thank you for this suggestion, we are reviewing how we can further implement smarter processes across our organisation to improve the guest experience. We appreciated this suggestion and will consider this.
HF Membership Queries
Response
The interest rate which was determined by the Board in 2020 is 1.5%. There has been no determination by the Board since that point so, in accordance with Rule 10.3, this rate remains the current rate. The Rules approved by the FCA on 31.12.21 provide that interest shall be set in advance of the period for which it is intended to be paid. In view of this, 1.5% is the applicable rate until such time as the Board makes a new determination for a future period.
Why no vote on members interest as in previous years?
Response
The interest rate which was determined by the Board in 2020 is 1.5%. There has been no determination by the Board since that point so, in accordance with Rule 10.3, this rate remains the current rate. The Rules approved by the FCA on 31.12.21 provide that interest shall be set in advance of the period for which it is intended to be paid. In view of this, 1.5% is the applicable rate until such time as the Board makes a new determination for a future period.
Cash is king. Against the background of HF potentially seeking further funding from members what exactly are the further facilities to be available from NatWest, and how flexible are they? Recognising the extent of the known unknowns it would be helpful to learn what the implications are for our total borrowing requirements of the current cash flow forecasts referred to.
Response
HF Holidays was able to secure a CBILS refinancing with an associated revolving credit facility and overdraft. NatWest have been flexible and helpful in our discussions with them and we foresee a supportive relationship going forward. As you rightly point out, there are many unknowns but, in spite of this, we feel confident that in all the circumstances we have a partner in NatWest who will support our recovery.
A member (Peter Forrest) asked us to vote against the 32.4 rule change. As I understand it, he seemed to want the facility to be available to contact all members, e.g. in advance of a meeting. If such a request is made in the future, could e.g. an email (or letter) be sent on that members' behalf to all members? Would they have to cover costs, e.g. postage, so that doesn't fall to HF? (I'm personally neutral on this - and voted for the motion - but curious about what might happen in practice).
Response
When HF Holidays sends a communication to all its Members, for example when required by the Rules, it costs circa £40,000 to do so (postal and email communications). Naturally, HF Holidays is keen to minimise expenditure of this sort and also strives to minimise the environmental impact of sending printed matter. In view of this, it is unlikely that HF Holidays sending communications to all its Members at the request of a Member would be considered reasonable by the Board, even if that Member was prepared to cover the cost. In addition, HF Holidays can only communicate with its Members in accordance with the preferences that they have shared with us (for membership or marketing/reservations communications). It is not clear that communicating information at the request of a Member would be in line with those preferences so the Board may need to take specialist advice.
Ben Reid spoke at the AGM about the background to Motion 2 and why the Board considered it important to ask Members to approve regulations about the time and manner of inspection of the Register. HF Holidays has limited scope to restrict Member access to the Register since what the Society has to make available for inspection is prescribed by the Co-operative and Community Benefit Societies Act 2014. HF Holidays are bound to comply with this legislation and it supercedes the provisions of the Data Protection Act.
As said, we must comply with cooperative legislation and this provides that members have the right to inspect the register, where the following information must be made available:
Member’s Name and AddressDate joined
Date Left, if appropriate
(No Financial information must be disclosed)
Some members are, understandably, concerned that their personal data can be inspected and could potentially be used. The board is acutely aware of its responsibility to protect Members’ personal data, but we also need to comply with the law.
Given these circumstances the board proposed and the members approved, with a 87.12% majority, a clear set of regulations governing the time and manner of any inspection by a Member in the future. The Board feels that this provides some appropriate regulation around the right to inspect but noted the comments from and appetite of the Members to further tighten regulations relating to inspection, where permissible.
Motion 2 is very important to protect individual's data. If this is relaxed I will have to consider leaving. Surely this comes under Data Protection Regulations?
I am deeply troubled that a person has the right to inspect a register containing an address, date joined and date left. If that is the case will there be adequate protection to ensure that it is "only inspect' and a member is not taking photos on a phone?
I got a little lost with the videos by Peter Foster re Governance. To be clear I do not agree that other members have access or are able even to "inspect" my personal details that HF hold on me. I feel very strongly about this.
Based on Peter Forrest’s 2 videos, he is the last person I would wish to have access to my information!
Would it be possible for members to indicate whether or not they wish their information to be restricted to officers and board members of the society, and not made available to other members for inspection?
Response
Ben Reid spoke at the AGM about the background to Motion 2 and why the Board considered it important to ask Members to approve regulations about the time and manner of inspection of the Register. HF Holidays has limited scope to restrict Member access to the Register since what the Society has to make available for inspection is prescribed by the Co-operative and Community Benefit Societies Act 2014. HF Holidays are bound to comply with this legislation and it supercedes the provisions of the Data Protection Act.
As said, we must comply with cooperative legislation and this provides that members have the right to inspect the register, where the following information must be made available:
Member’s Name and Address
Date joined
Date Left, if appropriate
(No Financial information must be disclosed).
Some members are, understandably, concerned that their personal data can be inspected and could potentially be used. The board is acutely aware of its responsibility to protect Members’ personal data, but we also need to comply with the law.
Given these circumstances the board proposed and the members approved, with a 87.12% majority, a clear set of regulations governing the time and manner of any inspection by a Member in the future. The Board feels that this provides some appropriate regulation around the right to inspect but noted the comments from and appetite of the Members to further tighten regulations relating to inspection, where permissible.
Please can the board continue to offer all members AGM online access in the future even if face to face is allowed -this online voting and session has worked well and broadens access to members who may not be able to travel because of age or costs.
Response
We are very keen to listen to our Members and we have received many positive comments about the accessibility and ease of attending virtual general meetings. Our 2021 AGM had record attendance with almost 700 members logging on. This compares very favourably to our last “in person” AGM, where nearly 300 members attended. In view of this, we hope to offer a hybrid meeting going forward so that those in favour of virtual attendance can continue to access in this way but those who wish for face-to-face attendance will have an opportunity to come to the meeting in person.
Malcolm Oliver mentioned that HF have a one year's interest free loan from the Government. Can you tell me what interest rate will be charged after the one year expires. Thank you.
Response
The interest rate is 2% above base rate which at the means the overall rate would be 2.1%, but of course base rates are subject to fluctuations.
Presumably members could address issues to membership through theBboard?
Response
This is correct. Members’ comments, suggestions and input are always welcome and can be provided to the Board at any time via the Society Secretary or through the medium of the Q&A, offered in advance of an AGM.
Could we have a Members only page on the website where we can discuss matters
Response
Members are encouraged to provide their comments to HF Holidays at all times. We have set up a dedicated email address, so that all Members can email us and we will respond to them and include any questions and answers which may be helpful to other Members. To view the questions go online.
Are there ways, other than inspection, that can be offered to members to circulate ideas that may lead to motions at AGM.
Response
Members are encouraged to provide their comments to HF Holidays at all times. We have set up a dedicated email address, so that all Members can email us and we will respond to them and include any questions and answers which may be helpful to other Members. To view the questions go online.
What is the size of our membership?
Response
The total membership is 42,700.
Will you explain what is behind the figures in the Annual Report: "Key management team compensation (exec CEO) £412K CEO Compensation 159k"
Response
The £412k is the cumulative sum of the salaries of all of the senior management team excluding the CEO.
How did Brexit affect HF?
Response
The impact of Brexit is not yet clear since abroad holidays have not yet been able to run due to Covid restrictions. We do expect that recruiting staff from EU countries maybe more challenging over the next few years however we will monitor this. There may also be some restrictions around UK leaders being able to lead overseas and again we will be monitoring this.
NatWest has a very poor environmental record and also treated small business very badly during the 2008 crisis very badly. Would it not have been possible to change to a more environmentally friendly bank e.g. Co-op or Triodos?
Response
HF Holidays looked at various CBILS refinancing options when the cessation of trading compelled us to consider financial support. Our bank Handelsbanken was not able to provide us with this possibility. Many banks have little or no investment with, and thus little understanding of, the travel industry. NatWest has significant involvement with the industry and offered to work with us. They have been responsive and flexible. We recognise that there are likely to be areas for improvement for all our partners and we have shared our values with NatWest and encourage them to embrace those values. Nat West now proudly boost very strong enviromental credentials championed by their new CEO who started in November 2019.
Why are emails not sent to all members? There are several occasions when I have not received one when my partner has and vice versa, most notably ‘Deal of the Week’.
Response
Members generally manage their communication preferences when they interact with us via the website or through the call centre. These preferences are stored and materials are disseminated in accordance with these preferences. If you would like us to include you on these communications please confirm you and your partner would both like to opt in for email communications for both membership and marketing/reservations. Please email agm@hfholidays.co.uk.
HF Strategic queries
Response
This is an area we will continue to work on. To date we have improved the diversity at HF Holidays through a number of ways including more female executives working for the Society at Senior Management Team than ever before. The values of our Society support this. Furthermore, our Board are also equally supported by a balance of Male and Female Directors. One of our strategic priorities is ‘Develop Our Next Generation’ and we are actively reaching out to various non white outdoor organisations. In addition, we are currently crafting a diversity and inclusion policy and reviewing our existing human resources policies to ensure this important subject is appropriately reflected.
Have HF now bought Peveril of the Peak?
Response
Our Chair referred to the possibility that HF Holidays can exercise an option to purchase the Peveril of the Peak in due course. We do have an option to purchase that expires later this year. We are in negotiations with the owner and, mindful always of our finances, are exploring options to purchase.
How does HF square the circle of achieving a carbon neutral business with the provision of flight travel overseas holidays? Should not HF be introducing rail travel instead?
Response
Balancing our goal of driving sustainability in both an environmental and business sense is a challenge. We actively offer no flight options on our abroad holidays to provide customers the choice of self-drive or rail travel instead. That said, our focus on environmental sustainability will be intensified this year with focused discussion in our committees planned and several champions of this area on the Board. We hope to be able to share news of positive developments at the next AGM.
Diversity is not just about gender, is it?
Response
Agreed. Our work and focus at Board and committee level around diversity and inclusivity will aim to provide fair policies and practices enabling a diverse range of people, regardless of gender, age, ethnicity, sexuality, class and disability, to contribute to and benefit from HF Holidays.
How will HF address increase of growth abroad with reducing the negative effects of Climate Change?
Response
All our holidays overseas are provided with the flexibility for guests to travel with or without flights. This then provides the option for our guests to travel by rail or to self-drive to their holiday destination. However, we are reviewing how we can introduce booking with rail via HF Holidays in the future. Unfortunately, the pandemic has slowed our plans for this in 2021 but we are actively planning for 2022.
Will HF Holidays launch a special appeal to members to fit solar hot water and solar photovoltaic generation on the roof of houses?
Response
A few years ago, we did look into solar panels, however it was not commercially beneficial for the Society at that time. We’ve recently agreed a strategic KPI; reducing the carbon footprint per guest and are currently establishing how we can achieve this. For example during the pandemic we launched our Tread Lightly holidays which are transport-free holidays where the walks start and finish from our country houses. And with no need to meet a vehicle at the end of each walk, there is greater flexibility. So, if your group wishes to linger over lunch or finish the day with a few drinks in a pub, they can.
In response to the global climate crisis, will HF Holidays abandon its WorldWide holiday offering to reduce long haul flights?
Response
All our holidays overseas are provided with the flexibility for guests to travel with or without flights. This then provides the option for our guests to travel by rail or to self-drive to their holiday destination. However, we are reviewing how we can introduce booking with rail via HF Holidays in the future. Unfortunately, the pandemic has slowed our plans for this in 2021 but we are actively planning for 2022. We’ve also recently agreed a strategic KPI; reducing the carbon footprint per guest, and are currently establishing how we can achieve this.
Annual Report
Response
We have reviewed and a revised version of the document with the right hand column now displaying the heading ‘2019’ has been updated on our website and is available to view here. We appreciate you bringing this to our attention.
I think I have spotted what is probably just a typo but maybe someone ought to check? On page 9, it seems to me that the right hand column of the Statement of Financial Position and indeed the section above should be headed 2019 and not 2020?
Response
We have reviewed and a revised version of the document with the right hand column now displaying the heading ‘2019’ has been updated on our website and is availbale to view here. We appreciate you bringing this to our attention.
May I draw to your attention three incorrect headings showing as 2020 when they should say 2019. It is, of course, obvious that they are typing errors but I wanted you to be aware that incorrect papers had been sent out by post. I trust that this will not cause a problem for the legality of the AGM.
Response
We have reviewed and a revised version of the document with the right hand column now displaying the heading ‘2019’ has been updated on our website and is available to view here. We appreciate you bringing this to our attention.
David Harrington in his Statement from our CEO noted that "20% of our office team were made redundant".
I note that making a booking is currently extremely difficult and frustrating, due to long waits to get though the automated telephone system to talk to someone (that is if it does not suddenly cut you off after a lengthy wait). Emails to the Reservations team are not answered promptly either. Is there a connection between the office redundancies and the current appalling customer booking service? What is HF doing to improve customer service?
If your answer to that makes any reference to the use of the on-line booking system, I'd note that people telephoning HF are likely to be people who for whatever reason do not use on-line bookings; or have tried and encountered issues that require a personal discussion. Do you consider your apparent increasing reliance on on-line booking and the difficulty in being able to speak to staff on the telephone, to be discriminatory, contrary to the Values and Principles set out in the Rules of the Society at 5.1.1 and 5.1.2?
Response
With reference to our CEO's statement in the annual report, we can confirm that the redundancies at HF Holidays were not related directly to our Reservations team. Since the government announcement in February regarding the roadmap out of the current lockdown, we have had to cancel and rebook over another 2000 bookings. During this time we have received 1,000s of calls and emails from customers to book or rebook. We apologise for delays you might be experiencing as it is not our usual standard of service. However, we have been overwhelmed with enquiries. With remote working it has been a challenge to cross-train colleagues from other departments to help. This has now been acheived though, and we are finding call and email levels are returning to a more normal flow.
With reference to our Rules 5.1.1 and 5.1.2, we are following the Co-operative Values and Principles and respecting the rights of our Members and employees during these extraordinary times. The majority of the redundancies were voluntary. We ask for your patience, understanding and very much look forward to welcoming you on a holiday again very soon.
I see that there was an amount of £74,000+ donated by bequest for 2020. Is this money used for a specific purpose or does it become part of general income?
Response
Donations and bequests are either made to HF Holidays or the Pathways Fund. Donations made to HF Holidays are added to the P&L. however we are always keen that such large donations are used on specific projects wherever we can especially if there was a special request attached to the bequest.
On page 6 of the 2021 AGM information, under Staff disclosures, it states that in Note 21 Chief Executive Pay will be included for the first time. However the relevant point 5 STAFF DISCLOSURES on p12 gives only ‘key management team compensation’ (whatever that is) of £571 which obviously isn’t an annual salary. Please just tell me what the CEO’s annual salary is.
Response
The CEO annual salary is stated in the 2021 annual report and is disclosed on page 12 under note 5 on page 12 - see CEO compensation.
Financial
Response
In the short-term we are in a privileged position that the first year of the Government-backed Covid Business Interruption Loan is interest free. That, and our predicted cash flows given the present road-map out of lockdown, take the pressure off immediate concerns. You will appreciate that the Board’s priority was securing this Loan and the associated facilities with our new bank. You are correct that now the Board is working on a Strategy that will include seeking further support from its membership. Initial stages may take the traditional route because we always get great support from our loyal membership. We are then looking at more innovative options for the longer term.
Have any of HF's Board of Directors received bonuses for the year 2020? With the current state of HF's finances, are they prepared to forego their bonuses for 2020 and 2021?
Response
Firstly, the Directors are unpaid, and elected by the members. In 2020 the Society took the difficult yet commercial decision to suspend all bonuses throughout the organisation. This has continued in to 2021. Additionally, once the first lockdown started all employees who were not furloughed worked for a minimum of three months at 80%. And for 2021, apart from those on the minimum and living wage, all employees have had a pay freeze.
While in the period covered by the presented accounts, efforts were made within HF Holidays to reduce expenditure. Did the Board make similar efforts by, for example, forfeiting their free holiday benefits? Could you give details of how many were taken, their cost and where this would appear in the presented accounts. I see due to the use of Zoom for Board meetings, Board members travel and subsistence expenses reduced.
Response
During the year ended 31 October 2020, travel and subsistence expenses totalling £4,242 were reimbursed or paid directly to the members of the Board (in 2019: £11,328 to the Board). All educational visits to the houses after the first national lockdown in March 2020 were suspended. Some Board meetings were held in person after the first lockdown when Covid measures allowed. However, these were day meetings and some Directors attended virtually. Prior to the lockdown some Directors attended specific Member engagement events including Board meetings and Member Celebration events including the Investment Member weekends. The Board have been supportive of all measures to manage costs.
HF Membership
Response
Due to the current lockdown we have suspended issuing Membership cards, and all our employees our currently working remotely from their homes. For the past year all new Members have been contacted with information about the membership via email only, and this will be reviewed as part of a wider Membership review in 2021.
I am not sure if this is an AGM question ... I am curious about transferring memberships
Response
Under the Rules of the Society, ownership of a number of £1 shares enables membership of HF Holidays. The shares are withdrawable but they’re not permitted to be transferred to someone else in a member’s lifetime.
The full set of Rules can be found on our website here and the relevant Rule is copied below for your convenience:
'11.1 Shares shall be Withdrawable only in accordance with the provisions of these Rules. Shares shall only be Transferable on death or bankruptcy; or (in the case of an unincorporated organisation or partnership), on a change of nominee(s) and only to the new nominee(s).'
I have three questions for the AGM:
1. Has the Member Motion (agenda item 12) been considered by the Board? If not, why not? If it has, what was the Board’s conclusion and why wasn’t it made known to the members in the AGM Agenda Paper?
2. Proxy Voting Rule 20.10. Why is it that a member appointed as a proxy (by me) “may not act as a proxy for any other member”? if my wife and I both wish to appoint a proxy, why should we have to find two separate members and not be able to appoint a singular proxy to act on behalf of us both? [NOTE: at AGMs of the National Trust I have often been asked to act as proxy for several members who were each unable to attend]
3. Annual Report – Governance. Reference is made to the Cooperative Corporate Governance Code – where can I see a copy of the code and what are the perceived benefits of adopting this code? To which body does the HF Society report levels of compliance/non compliance? Why is an explanation required for any non compliance and are there any penalties? Where is there specific reference to the code in the Society’s Rules? If there isn’t, and I have been unable to find any such reference, why should the Society effectively adopt the code?
I recognise that these questions may appear somewhat “geeky” and it may be thought that they are not suitable for discussion within the AGM. I would appreciate question 3 being responded to directly and having the opportunity to engage in a wider discussion of the operation of the Society within the wider cooperative environment. Whilst I fully endorse the cooperative concept and ethos, I have reservations that some aspects of governance “rules” are rather arcane in the modern world and hark back to the days of unions and workers rights e.g. singular proxy representation and only “open” proxies.
Response
Yes, the Board has considered the Member Motion and has been in correspondence with the Member. The Board will respond to the Motion during the AGM and will express their support for it.
The Rules relating to proxies can be determined by a Society and Rule 20.10 of the Rules registered on 31.12.20 replicates the old Rule 21.11 registered in October 2018. Rules relating to proxies vary greatly from cooperative to cooperative with the Cooperative Group Limited, for example, allowing a proxy to act for more than one member like the National Trust and other cooperatives not allowing proxy voting.
The Cooperatives Corporate Governance Code is available to view on the Cooperatives UK website: https://www.uk.coop/resources/co-operative-corporate-governance-code. HF Holidays is a member of Co-operatives UK which serves more than 700 co-ops, providing services including governance and HR advice and government lobbying. Co-operatives UK developed the Cooperatives Corporate Governance Code, which is applicable to all co-ops, regardless of size or sector. The code offers a set of principles that all co-ops can reflect upon and use to encourage and enable good governance practice – operating on a comply or explain basis. HF Holidays aspires to best practice governance and has adopted the code to support its governance development. HF Holidays is registered under the Co-operative and Community Benefit Societies Act 2014 and reports to the Financial Conduct Authority.
Two questions please coming out of your Report/Accounts/AGM Papers: I can see in the accounts an amount of £145,000 for "Proposed interest to eligible Members in accordance with Rule 10.3" for the year to 31 October 2020, but I cannot find or work out what the percentage rate is. And secondly, last year's rate was 1.5% - what is this year's rate please? Also, when will it be paid?
Response
We can confirm that the current interest rate is 1.5% and interest payments are calculated and paid in the weeks following the AGM. This is simple and factual pending further clarity on the mechanics.
- Requiring a reason to inspect the register;
- Informing prospective members of this requirement before they join;
- Reminding members of this requirement each year when share certificates are issued.
Response
Our Society is bound to comply with the provisions of the Co-operative and Community Benefit Societies Act 2014. This legislation provides that we must make available for inspection certain prescribed information from the membership register if a member asks to inspect (member’s name and address, date joined, date left, if appropriate). There is no opt-out from this and the cooperative legislation in effect has priority over Data Protection Act legislation.
We are very mindful that some members are, understandably, concerned that their personal data can be inspected. With compliance with our legal obligations and our GDPR obligations to the membership in mind, we consulted the Rules and took specialist legal advice on how we could protect our members’ data as far as possible. The legal advice was clear. The word ‘Inspect’ should be interpreted as it is in general use and that precludes any form of copying, or removing details from the premises, by a member. We recognised that we wanted to agree a set of regulations, with the membership, around the time and manner of inspection and how we would handle a request to ‘Inspect’ in the future.
It is a difficult line to walk as we are sure that there are many Members who would rather not allow anyone to have access to their personal data, but we simply have no choice but to respond to a legitimate member’s request.
We think that Board Motion 2 is a first step along a journey. The 2021 AGM Board Motion aims to put in place a pretty standard framework. It may well be that, out of the debate around this topic, that there is a mood to tighten things down a bit more and your suggestion that a reason to inspect the register is required, is a very sensible suggestion. We also agree that prospective members should be made aware of this facet of cooperative legislation and we will aim to highlight this in our membership literature.
Response
The Board are actively developing a financial strategy for the Society to enable it to thrive in the post pandemic world. Elements of that strategy relate to contributions from our members and raising the minimum threshold for membership from £100 is being considered. As a change to the minimum shareholding would require a Rule change, we decided against including that in this year’s AGM and hope to canvass member opinion about this and debate the matter further before proposing any change. We will also have to take into consideration factors such as the Code on Withdrawable Share Capital and money laundering regulations in determining whether the minimum might be increased and if so to what amount.
Response
HF Holidays is dedicated to encouraging a supportive and inclusive culture amongst the whole workforce. It is within our best interest to promote diversity and eliminate discrimination in the workplace. Our aim is to ensure that all team members and job applicants are given equal opportunity and that our organisation is representative of all sections of society. Each team members will be respected and valued and able to give their best as a result. For more information please see our Equality & Diversity Policy.
Response
Our Strategy includes a focus on People with an ambition to work in partnership with likeminded organisations to inspire and influence new audiences to holiday with HF Holidays and to generate inclusion. We feel HF Holidays should be involved in increasing inclusion in the outdoors. We have started conversations with several organizations,some of whom have been highlighted in the media focussing, on how we can support and encourage diversity in the great outdoors and within HF Holidays. We will keep members updated of this in Footnotes. Ideas and suggestions are also welcome on what HF Holidays could also be doing.
Response
We initially advised members in October 2020 that our rewards points scheme would be ending on the 31 March 2021. After this date, points will no longer be awarded for new holidays taken. We have just extended the rewards points redemption date, which was initially the 31 March 2021, and has been extended to the 30 June 2021. Outstanding points must be redeemed against a current or new booking made by this date, after which they expire. On Wednesday 7 April, we sent out a communication reminding members of their outstanding Rewards Points which they need to redeem before the 30 June 2021. There has been an impressive reponse to this communication over the last few days. For further information please see the scheme’s terms and conditions.
HF Estate
Response
The Society is currently focused on the re-opening of its country houses in May and to taking advantage of the present staycation demand. Looking to the future, the focus will be around the strategic core areas of product, performance and people. The pandemic has allowed for change within the Society and we have responded to many opportunities. The Society does have the option to purchase Peveril of the Peak, which is currently leased to the Society. The option to consider another HF house remains and once there is further stability will be discussed.
Response
We know that a few members have continued to ask the Society about electric charge points at houses. A review has taken place. The recommendation is we look at this for a few sites in 2022 – where we can trial use. Other matters need to be considered around where the charge points are sited, etc. We will also explore what grants and options are feasible – to date we have not found any generous schemes and our capital budget for 2022 may have other pressing priorities.
Response
This is something the Board will consider as some houses will need more refurbishment than others, and Longmynd is a property we wish to invest further in. Sadly Covid interupted our plans to refurbsih the house last winter. Our Estate Manager is currently visiting every house to draw up detailed plans for investment in each of our houses. This work should be complete by the autumn.
Response
In 2020, Chy Morvah in St Ives re-opened as a fully refurbished house. However due to the pandemic, major refurbishment projects were put on hold. Since November 2020 apart from a couple of weeks at a few houses in December, our houses have not been open, and we have had no overseas trips. Our finances have since stabilized with the large government loan, switching banks to the NatWest with better trading terms plus we have taken advantage of the government grants and other schemes such as furlough. Nevertheless, we have been looking after the properties, doing essential maintenance and refurbishment work. We have an Estate Manager, who is now drawing up a detailed plan for our house maintenance and refurbishments, so that we do the work at the right time and price. We expect this work to be complete by the autumn. Our 2022 budget has significnat capital investment included in it. However, we want to ensure that we spend it wisely.
Response
The Society is currently focused on the re-opening of its UK country houses in May and to taking advantage of the present staycation demand. Looking to the future, the focus will be around the strategic core areas of product, performance and people. The pandemic has allowed for change within the Society and we have responded to many opportunities. The Society does have the option to purchase Peveril of the Peak, which is currently leased to the Society. The option to consider another HF house remains and once there is further stability will be considered.
Response
HF has had many excellent colleagues working for the Society both at the houses and offices. Since details of the Settled Status has been announced we have shared information with employees and many have signed up to the scheme. We continue to help and support colleagues as necessary. Longer term Brexit though will impact on our ability to recruit from EU countries due to the restrictions in place, which means we will be looking at filling vacancies from the domestic market.
HF Holidays
Response We have a variety of holidays that would be suited to customers who would like a slower pace of holiday. These include our Gentle Walking, Mind & Body breaks, Photography holidays or perhaps our Heritage Tour; The Bloomsbury Group holiday to the South Downs.
Response When we reopen on the 17 May, at most houses’ walks will be from the house. However, as a trial we will use transport from Glen Coe with social distancing measures in place. We will continue to monitor this and will review after the government's plans to relax restrcitions from 21 June become clearer. We are hoping we can start to use transposrt after that date.
Response
HF Holidays' business model is to operate full board holidays. The feedback from the majority of our guests is that they like this. We can provide smaller portion size meals for you if this would help, just let us know when you order your meals.
Response
We can confirm that when we re-open our UK holidays on the 17 May we will operate with social distancing in place and other measures. This will then be reviewed noting the government plans from 21 June to relax the measures.
If we were to cancel your holiday to Malta in September, then yes, you could transfer your deposit to a UK holiday.
Response
We always recommend to book a single room at an early stage, but we note this is not always convenient. Nearly 40% of our bedstock is for single guests and we release twins for sole use depending on availability and sales, usually a few months before departure. We do not release twins/double for sole use too early as we need to protect the commercials of our houses and the viability of our holidays. If we released too many rooms for underoccupancy this would affect viability – however, we do waitlist guests and can release nearer the date of the holiday. We do appreciate this may not be suitable for everyone though. We also have plans next year to increase capacity creating two more single ensuite rooms at Nether Grange in Alnmouth as an example. We also recently sent a mailing on single room availability to actually help solo travellers know where we have remaining space, which we hope shows our commitment to single guests. We also believe we provide the strongest offering for single guests when compared to any other UK holiday provider.
Response
We offer a range of dates at various locations for Guided Walking for solo guests: See here. Solo guests are of course welcome on all our holidays.
Response
The past 12 months have been unprecedented for the Society with the enforced lockdown on all holidays. We do have early booking offers and always aim to reward early bookers with the best price. Demand is a key part of driving the price of our holidays. We have also deeply reviewed in lockdown the actual costs of our holidays with all the different elements, and this has helped in our pricing which we also feels reflects the true costs of running and operating the holidays. It is key we ensure the price is covering all our overheads as we come out of covid. Despite this, we believe our holidays are value for money in comparison with other operators in the marketplace who are now selling breaks in the UK.
Response
We are renowned for the quality of our country house meals. We believe our menu is extensive, including as it does vegetarian options. On re-opening, we aim to have a local night menu and a Chef's Special evening. The breakfast buffet and picnic "tuck room" have adapted and we have had to remove all buffets and open food items for now, to follow Covid safety guidance. We will review these once restrictions are lifted. In late 2019 we did appoint a Food and Beverage Manager to help us focus on quality, consistency, costs and to reduce wasteage. Part of the work has involved more centralized menus and prefered suppliers, which is common in hospitalty, while ensuring that the quality remains key.
Response
It's always a difficult balance in giving enough but not too much information. The general view is that what goes up must come down, so descents are usually very similar to ascents. There are occasions when perhaps we ascend using a cable car and then walk down but this will always be clearly stated. We are continually reviewing the information we provide though, and descent will form part of that discussion.
Response
All our holidays overseas are provided with the flexibility for guests to travel with or without flights. This then provides the option for our guests to travel by rail or to self-drive to their holiday destination. However, we are reviewing how we can introduce booking with rail via HF Holidays in the future. Unfortunately, the pandemic has slowed our plans for this in 2021 but we are actively planning for 2022.
Response
We always recommend to book a single room at an early stage, but we note this is not always convenient. Nearly 40% of our bedstock is for single guests and we release twins for sole use depending on availability and sales, usually a few months before departure. We do not release twins/double for sole use too early as we need to protect the commercials of our houses and the viability of our holidays. If we released too many rooms for underoccupancy this would affect viability – however, we do waitlist guests and can release nearer the date of the holiday. We do appreciate this may not be suitable for everyone though. We also have plans next year to increase capacity creating two more single ensuite rooms at Nether Grange in Alnmouth as an example. We also recently sent a mailing on single room availability to actually help solo travellers know where we have remaining space, which we hope shows our commitment to single guests. We also believe we provide the strongest offering for single guests when compared to any other UK holiday provider.
Response
Our Ridges and Scrambles holidays were renamed a few years ago to 'Challenge Walks' to attract a wider audience. These can be found on our website here.
Response
We are renowned for the quality of our country house meals. We believe our menu is extensive, including as it does vegetarian options and, going forward, more plant-based choices. On re-opening, during a week's holiday we aim to have an evening featuring local specialities and another one highlighting a Chef's Special. The breakfast buffet and picnic "tuck room" have adapted and we have had to remove all buffets and open food items for now, to follow Covid safety guidance. We will review these once restrictions are lifted. In late 2019 we did appoint a Food and Beverage Manager to help us focus on quality, consistency, costs and to reduce wasteage. Part of the work has involved more centralized menus and prefered suppliers, which is common in hospitalty, while ensuring that the quality remains high. Seasonality will also be important. During lockdown we have continued development of our menus.
Response
Over the last 12 months we have had the opportunity to review our holidays including Festivals. Unfortunately, our sales for these products are in decline. After a significant review of all our holiday types we have made the decision that Festival type holidays will no longer be a part of our holiday offering for 2021 and 2022 in the UK. We will of course constantly review our offering for the future.
Response
Since the government announcement in February regarding the roadmap out of the current lockdown, we have had to cancel and rebook over 2,000 bookings. During this time we have received 1,000s of calls and emails from customers to book or rebook. We apologise for delays you might be experiencing as it is not our usual standard of service. However, we have been overwhelmed with enquiries. With remote working it has been a challenge to cross-train colleagues from other departments to help. This has now been acheived though, and we are finding call and email levels are returning to a more normal flow.
Response
Based on our experiences last year when we reopened our UK houses with Covid measures including social distancing for staff and guests, we are satisfied at present we will not be asking guests to prove vacinnation. However, we will monitor government advice. We are looking at testing for staff at the houses and offices. We will review following on from updates from the government, especially for overseas travel if vaccine passports are required.
Response
This is an interesting idea that we will build into our Sustainable strategy. We will also start to monitor the number of customers who travel by cycle.