The Register Office performance and customer satisfaction
We will aim to register 98% of births within 42 calendar days from date of birth.
| Month | Birth registrations | Total registered within 42 days |
|---|---|---|
| December 2019 | 289 | 98% |
| January 2020 | 350 | 98% |
| February 2020 | 296 | 99% |
We will aim to register 90% of deaths (excluding post mortem and inquest cases) within five calendar days of the event.
It is a statutory duty to register deaths within five calendar days and we ensure that appointments are available within two working days from when customers contact us. Approximately 5% of deaths requires some local authority investigation before they can be registered. This makes reaching the national target very challenging and the General Register Office is aware of the problem.
| Month | Death registrations | Total registered within 5 days |
|---|---|---|
| December 2019 | 82 | 48% |
| January 2020 | 81 | 64% |
| February 2020 | 84 | 61% |
We will aim to see 95% of our customers early, on time or within 10 minutes of the appointment time.
| Month | Total number of customers arrived on time | % seen within 10 minutes of appointment |
|---|---|---|
| December 2019 | 403 | 95% |
| January 2020 | 504 | 94% |
| February 2020 | 504 | 93% |
We will aim to respond to all enquiries, including email enquiries, within 10 working days.
We will aim to acknowledge all complaints within two working days and provide a full response within 10 working days.
| During your enquiry, how happy were you with the reception services? (On a scale of 1–10 [10 being the most satisfied]) | |
|---|---|
| December 2019 | 9.67 |
| January 2020 | 9.67 |
| February 2020 | 9.70 |
| Target | 8.50 |
| During your enquiry, how happy were you with the advisor? (On a scale of 1–10 [10 being the most satisfied]) | |
|---|---|
| December 2019 | 7.22 |
| January 2020 | 7.58 |
| February 2020 | 6.83 |
| Target | 8.50 |
| How easy was it to obtain a registration appointment online? | |||
|---|---|---|---|
| Good availability | Limited availability | Poor availability | |
| December 2019 | 84% | 11% | 5% |
| January 2020 | 76% | 15% | 9% |
| February 2020 | 80% | 17% | 3% |
You can give us feedback in a variety of ways.
Giving us feedback
There are a number of different types of feedback you can give to us:
- We want to hear your suggestions and ideas about services.
If you are unhappy with something we have done you can complain. We want to provide a good quality service. If things go wrong we need to know so that we can put them right.
Tell us when you think a council employee or service has done well.
Contact
Register Office
| Telephone: | 020 8690 2128 |
| Email: | register.office@lewisham.gov.uk |