At Landmark Theatres, audience experience is at the heart of everything we do. Whether you’re attending a show at the New Theatre Peterborough, Key Theatre Peterborough, Queen’s Theatre Barnstaple or The Landmark Ilfracombe, your thoughts help shape how we grow, improve, and connect with our communities.
The feedback we receive plays a vital role in helping us understand the impact of our work, prioritise improvements, and communicate updates with honesty and transparency.
Whether you’re offering general reflections—positive or critical—or raising a specific concern, we’re always keen to hear from you. We’re committed to listening, reviewing and thoughtfully considering every piece of feedback.
How we handle different types of feedback:
Feedback:
We always appreciate hearing about your experiences, whether it’s something you particularly enjoyed or an area where we could improve. Your comments are shared with the relevant teams and help us keep enhancing what we do. We’ll make sure to thank you and provide any relevant information in return.
Ideas and Suggestions:
Got an idea about how we could do things differently, or something new you’d love to see at one of our venues? We’d love to hear it. While we can’t act on every suggestion, we promise to share it with the appropriate team for consideration.
Complaints:
If you’ve had an experience that hasn’t met expectations, we take it seriously. We aim to respond to all complaints within 7 days. If a key staff member is away or a full response will take a little longer, we’ll keep you informed about when you can expect to hear from us.
How to Share Feedback and How We Use It
We want it to be as easy as possible for you to share your thoughts with us, before, during, or after your visit. Whether you’re attending a performance at the New Theatre Peterborough, Key Theatre Peterborough, Queen’s Theatre Barnstaple or The Landmark Ilfracombe, your voice helps us improve what we do.
Here’s how you can get in touch:
Online
You can contact our Audience Experience Team through the “Feedback and Complaints” section on our website. We’ll ask a few simple questions so we can log your comments properly. This helps us track common themes and make informed decisions about where improvements are needed.
In Person
If you’re at one of our venues, our Front of House and Centre teams are always happy to help. We’ll do our best to resolve any issues on the spot and make sure any concerns are recorded to inform future improvements.
Post-Visit Surveys
After your visit, you may receive a short survey asking about your experience. These surveys are anonymous, but we regularly review the scores, themes, and trends to help us identify priorities and enhance the visitor experience.
Our Zero Tolerance Approach
At Landmark Theatres, we are committed to ensuring that everyone feels welcome, safe, and respected at all times. We have a Zero Tolerance Policy in place, which sets out the standards of behaviour we expect from everyone in our community — including how feedback and complaints are shared with us.
This policy also guides how we respond to unacceptable conduct. Any behaviour that falls short of these expectations may result in delays to resolving your concern. In serious or repeated cases, we may be unable to continue offering support.
If you have witnessed or experienced discrimination, harassment, bullying or aggression, we want to hear from you. All reports are handled sensitively, and we are committed to investigating any concerns thoroughly.
If you need to raise something with us, please get in touch.
Sexual Harassment Statement
At Landmark Theatres, we are committed to providing a safe, respectful and inclusive environment for all visitors, staff, performers and volunteers. We operate a zero tolerance policy towards sexual harassment in any form, verbal, physical or non verbal, weather in our venues, online or in writing.
We take all reports of sexual harassment seriously. Anyone found to be in breach of this policy may be asked to leave the premises and may be barred from returning in future.
If you experience or witness behaviour of this nature and wish to bring to our attention please contact us by email.
Reporting Policy
We are committed to transparency, integrity and accountability. Our Reporting policy also known as whistleblowing policy, supports staff, visitors, performers and volunteers who wish to raise concerns about serious wrongdoing, such as criminal activity, breaches of legal duties, health and safety risks, environmental harm, misconduct or bribery.
Concerns raised in good faith will always be taken seriously and treated in confidence. You are protected under the Public Interest Disclosure Act 1999, and we will ensure no one is disadvantaged for speaking up appropriately.
You can report concerns to our People and Values Manager or Chair of Trustees. Anonymous reports will be considered, though may be harder to investigate. All concerns are handled sensitively, with outcomes shared where appropriate. To report any concerns email.
If You're Not Satisfied
If you’re not satisfied with the response you’ve received, you can request for your concern to be escalated. Our team will ensure the matter is passed on to a Senior manager or in some cases our board of trustees who will review it and respond appropriately based on the nature of the issue.
If you’d like to escalate a concern, please click here to send us an email
If you are still not satisfied you can contact Charity Commission