Our objective is simple, it is to provide our customers with excellent services every time.
Customer care is high priority, our aim is to provide an efficient service for the public.
Our Standards of Service are set by the Registrar General's Good Practice Guide. We aim, at a minimum, to:
Register 98% of births within 42 days of the event
Register 95% of deaths within 5 days of the event
Offer appointments to 90% of our clients for:
- births within 3 working days,
- deaths within 2 working days and
- civil marriage / civil partnership notices within 5 working days
See 90% of our clients within 10 minutes of their pre-booked appointment time
Deal with 95% of copy certificate requests within 5 working days of receiving them
Score 90% or more satisfaction rating from our clients
Complaints about our service will be less than 0.5% of all registration events
How did we do?
During 2008/9 we registered:
4915 births
4363 deaths
2172 marriages
57 civil partnerships
and produced 9,523 copy certificates of birth, death, marriage or civil partnership.
417 new British Citizens had their Citizenship Ceremonies with us in Warwickshire.
Our average standard of customer satisfaction (measured on a scale of 1 - 5) was that 97.8% of clients who returned a survey assessed the service as good - excellent.
Good Practice Guide Standards
98.9% of births were registered within 42 days
96.4% of deaths were registered within 5 days
We were able to offer 99% -100% of birth and death appointments within the timescales set
100% of clients seeking marriage/ civil partnership appointments were offered these within the timescale set
99.9% of clients were seen within 10 minutes of their appointment tiime
100% of copy certificate requests were dealt with within 5 days of receipt
We received 18 complaints from clients during the year, which represents less than 1% of the events registered.
For the full Stewardship report on our performance in 2008/9, click here.
What you said about us (comments from this year's survey responses to date)
Births
Good quick service, Registrar was very helpful.
Receipt for birth certificate would be appreciated. Registration staff will be pleased to give you a receipt if you wish for one. We may not routinely offer this for smaller fees (e.g. copy certificates) but please don't hesitate to ask.
I was amazed no form of ID needed from person registering birth. I could have been anyone! This is a comment we sometimes get from new parents. Notification of the birth of babies is given to the Registration Service by the Health Authority, so there is no need to produce identification or proof of the birth. However, as with the registration of all statutory events, it is a criminal offence to lie to give false information to the Registrar.
Very friendly - could not improve. Very accommodating and allowed to breastfeed in private.
Deaths
I could not have wished for greater kindness.
Thank you - perhaps a separate area for registration of death as for most it is an emotional time. Unfortunately none of the Register Offices in the County has sufficient space for a separate waiting room for bereaved families. This comment was written by a client who had visited our Leamington office.
The registrar with her charm and easy manner made what was for me, a difficult time more bearable. A superb service, many thanks.
Civil Funerals
Just a note to say a sincere thank you for the celebration of my brother’s life that you gave. The ceremony was moving and the care and compassion you showed at a very difficult time for all us was appreciated.
Thank you for the way you arranged and conducted K’s funeral. Your lovely words, kindness and attention to every detail meant so much and we all agreed it ran very smoothly because of you.
Citizenship
Very good service. Welcoming and friendly staff.
Very satisfied with where my Citizenship Ceremony was held and enjoyed it a lot. It was very warm and welcoming.
Enjoyable day but wish it could have been recorded. Sadly, we do not have in-house recording facilities, but families of new British citizens often bring their own cameras or small video recorders to the ceremony. We have an official photographer who takes high quality professional photographs if citizens wish to purchase these.
Nationality Checking
When I used the Nationality Checking Service I was very satisfied – it is a brilliant service and very thorough.
I made an appointment for Nationality Checking Service on behalf of my mother. I attended with my mother and found the NCS Advisor to be so polite, cheerful and very helpful. Shewent above and beyond her remit to ensure we had all the right documents. I wanted to bring our experience from your valuable member of staff to you and pass on our thanks to her. Thank you so much.
Marriage Notices
A good level of service was received backed up by knowledgeable staff with a "smile" - keep up the good work!
Staff were fantastic, very helpful and a credit to their profession.
Why are our Notices of Marriage displayed in Warwick when we live in Rugby? The current Registration regulations require that a unified District such as Warwickshire have only ONE official Register Office - this is the Warwick Register Office and by law, all notices have to be displayed there.
We were suprised at how expensive it was to register to get married. The fee for Notices of Marriage are set by the Government - currently £30 each. The minimum statutory fee for a marriage ceremony at the Warwick Register Office, Shire Hall, is £43.50 (including the marriage certificate), so the minimum statutory cost for a civil marriage is £103.50.
Marriage & Civil Partnership Ceremonies
A big thank you for the lovely marriage ceremony. You were so professional but friendly. The day was fantastic. We had the most perfect day.
Just a quick note to say thanks very much for a wonderful job at our wedding yesterday. Considering I was terrified you really put me at ease beforehand
V. and I wish to thank you so much for the sensitive and meaningful way in which you conducted our Civil Partnership Ceremony on Saturday. Such a memorable and special day for us!
Renewal of Vows
Just to thank youl for conducting Renewal of Vows Ceremony for us on Saturday. It was a very moving occasion for us and the family made extra special by your excellent contribution.
Copy Certificates
I order lots of certs from all over the country and GRO in connection with my family history research. This is the best service I have ever received
When tracing my family tree couldn't fault service. Ladies very helpful with finding information 10/10!!
There was no checking of originals. No checks when collecting - anyone could have obtained copies of Death Certificates - not safe at all. This is a common concern from clients. There is no requirement to prove identity when applying for a copy marriage, birth or death certificates, as these are available to anyone providing the information required to identify the correct register entry, and the statutory fee. However, all our staff are vigilent to the possibility of applications for copy certificates that may be intended for fraudulent purposes and report all such instances to the General Register Office.
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