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The Register Office performance and customer satisfaction

​This page outlines what you can expect from the registration service. You can also find out how we are performing within our service.

We will aim to register 98% of births within 42 calendar days from date of birth.

Month Birth registrations Total registered within 42 days
May 2020
We did not register births due to COVID-19. We did not register births due to COVID-19.
June 2020 314

Birth registrations started to be registered again part way through the month for the first time since lockdown.

July 2020 500 Target to register deaths within 42 days has been temporarily suspended by the General Register Office.

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
May 2020 65 66%
June 2020 70 81%
July 2020 52 85%

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
May 2020 No face to face appointments being undertaken due to Covid-19 No face to face appointments being undertaken due to Covid-19
June 2020 No face to face appointments being undertaken due to Covid-19 No face to face appointments being undertaken due to Covid-19
July 2020 437  95.9%

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])

May 2020
Reception closed due to COVID-19
June 2020 Reception closed due to COVID-19
July 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])

May 2020 8.00
June 2020 8.07
July 2020 8.50
Target 8.50
How easy was it to obtain a registration appointment online?

Good availability Limited availability Poor availability
May 2020 100% 0% 0%
June 2020 72% 8% 20%
July 2020 65% 18% 17%

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.