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 |
|---|---|---|
| March 2020 | 201 | 98% |
| April 2020 | We did not register births due to COVID-19. | We did not register births due to COVID-19. |
| May 2020 | We did not register births due to COVID-19. | We did not register births due to COVID-19. |
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 |
|---|---|---|
| March 2020 | 111 | 63% |
| April 2020 | 322 | 79% |
| May 2020 | 65 | 66% |
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 |
|---|---|---|
| March 2020 | 373 | 95% |
| April 2020 | We are currently not providing this due to COVID-19. | We are currently not providing this due to COVID-19. |
| May 2020 | We are currently not providing this due to COVID-19. | We are currently not providing this due to COVID-19. |
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]) | |
|---|---|
| March 2020 | 9.80 |
| April 2020 | Reception closed due to COVID-19 |
| May 2020 | Reception closed due to COVID-19 |
| Target | |
| During your enquiry, how happy were you with the advisor? (On a scale of 1–10 [10 being the most satisfied]) | |
|---|---|
| March 2020 | 7.00 |
| April 2020 | 7.87 |
| May 2020 | 8.87 |
| Target | 8.50 |
| How easy was it to obtain a registration appointment online? | |||
|---|---|---|---|
| Good availability | Limited availability | Poor availability | |
| March 2020 | 63% | 22% | 15% |
| April 2020 | 74% | 13% | 13% |
| May 2020 | 100% | 0% | 0% |
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 |