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 99% 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 90% 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 2007/8 we registered:
6323 births
4707 deaths
2020 marriages
48 civil partnerships
and produced 11,595 copy certificates of birth, death, marriage or civil partnership.
We also did 12 Renewal of Vows Ceremonies, 41 Naming Ceremonies for children and babies, and 38 Civil Funerals.
475 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 97.83% of clients who returned a survey assessed the service as good - excellent.
Good Practice Guide Standards
99.9% of births were registered within 42 days
95.3% of deaths were registered within 5 days
We were able to offer 100% of birth and death appointments within the timescales set
97% 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 13 complaints from clients during the year, which represents less than 1% of the events registered.
If you would like a full copy of our Service Plan for 2008/9 and report on our activities in 2007/8 please email us.
What you said about us (comments from the last quarter's survey)
Births
Everything was good - room, Registrar, timing and service. Very happy new parents!
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.
Brilliant! Happy friendly faces. Thanks.
Very friendly - could not improve. Very accommodating and allowed to breastfeed in private.
Deaths
So grateful for a delightful and helpful lady.
Waiting area is woefully inadequate. I was registering my Mother's death while a wedding and registration of birth going on. Found this very stressful as did not want to get upset in front of people. Went outside in rain. 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 Nuneaton office, where we intend to do some building work in the near future. We will see what we can do to improve the situation as a result.
This service was given with care and kindness which was much appreciated.
Citizenship
Very good service. Welcoming and friendly staff.
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.
Marriage Notices
Very friendly and at the same time so professional. Made us feel at ease and also our day so special.
Very difficult to improve because of location but parking is a problem. We are limited to 2 parking spaces for clients at our Rugby office, which is where this clieint visited. Usually this is sufficient but not on every occasion.
Very happy with our Registrar, made a boring process fun!
Marriage Ceremonies
Everyone made us feel welcome and made us feel at ease.
The ceremony was made very special and memorable by the officiating Registrars. Our grateful thanks to all.
Fantastic service - made our day!
Copy Certificates
Very helpful - fast & efficient replacement of mislaid marriage certificate & very friendly!
Staff are always extremely helpful and friendly re: family history.
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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