Cumbria Registration Service - customer feedback

Customer Engagement Strategy

Cumbria Registration Service is committed to providing customers with high quality registration services at key times in their lives, reflected in the facilities provided within the registration offices and the skill and dedication of staff.

The public are served in accordance with relevant legislation and regulations and the principles outlined in the Cumbria County Council's policies and procedures.  The service is totally customer focused and the high standard of service delivery achieved reflects positively on the local authority.  

This service plan strives to further improve our essential service and enable it to be fully maintained against the backdrop of budget pressures.

Please use our Customer Service Strategy (426.5 KB) for further information 

Civil Registration is a vital service that affects everyone at some point in their lives. It provides a name and identity within society; a facility for marriage and civil partnership; evidence on parentage; and evidence of entitlement to inheritance.

It also plays a vital role in securing and protecting basic human rights and in supporting community wellbeing and social inclusion. The statistical information derived from civil registration is important to policy making and in allocating national and local resources and information from death registration is essential to the monitoring the health of the nation.

The activities of the registration service also underpin and support the Home Office's priorities of protection from terrorism, reducing crime and tackling immigration abuse. It is essential therefore that the  local registration service continues to record high quality information and plays it's part in protecting human life and upholding the rights of individuals on access to information.

Cumbria Registration Service is committed to providing customers with high quality registration services at key times in their lives, reflected in the facilities provided within the registration offices and the skill and dedication of staff.

The public are served in accordance with relevant legislation and regulations and the principles outlined in the Cumbria County Council's policies and procedures. The service is totally customer focused and the high standard of service delivery achieved reflects positively on the local authority. This service plan strives to further improve our essential service and enable it to be fully maintained against the backdrop of budget pressures.

To maintain a high level of customer service success, it is vital to understand the needs of our customers as well as their views on the services and products that we provide. This will assist in maintaining the high level of service reputation that Cumbria Registration Service currently holds. We can achieve this understanding by ensuring regular dialogue with our stakeholders is established and maintained. 

We aim to provide opportunities for all our customers to actively engage in the delivery of services. Not just by using the service at those various points in their life when there is a legal requirement to do so, but also by encouraging users and potential users to contribute to its development and direction both locally and nationally.

We have an annual service plan which details the improvements we strive to make each year. This will be reviewed on an annual basis and is based on the feedback from customers, performance against Key Performance Targets and any other requirements of The General Register Office or Cumbria County Council. This will inform our customer service strategy.

We will meet the following key players to ensure we take in to consideration any geographic, local authority or political input to our service delivery. Input from our community teams and Members is invaluable in our strategy.

  • Proper Officer - Monthly
  • Area Manager Team - Quarterly
  • Member portfolio holder - Annually

We will learn from best practice in other areas by reviewing benchmarking information and considering a visit to another office or district to compare processes. Best practice is now shared across all England and Wales via The General Register Office website and will be reviewed regularly.

We will hold seminars on an annual basis for our Approved Venues so we may discuss how we can best work together to provide the best customer experience possible which will in turn support our local communities and economy.

We will look at improvements to our services or to introduce new services to our offering in order to meet client needs and to support the generation of further business within Cumbria.

We will meet with HM Coroners on an annual basis to ensure we are resilient and as efficient as possible on behalf of our clients.

We will deliver training to our local hospitals on an annual basis to ensure the process of registering a death is as seamless and stress free as possible.

We will review our Service Plan on an annual basis for each new financial year which will inform our Customer Service Strategy and our Project Delivery Plan for the year ahead.

We will monitor our diaries at least weekly to ensure the service is able to operate within the legislative deadlines for Registration, that we can achieve our Key Performance Targets and meet with client expectations. We will ensure that if we face resourcing pressures we will prioritise our client's access to services and communicate clearly through our website, voicemail service and email receipt message what our temporary customer delivery timescales are. We will monitor all available statistical information on a monthly basis at our management team meeting and seek to rectify any issues quickly. We will meet our Community Services Area Managers and our Member portfolio holder to discuss any geographic, local authority or political input that should be considered in our service accessibility for the year ahead. We will offer our clients a choice of access options, which are currently:-

  • Online
  • Email
  • Telephone
  • Face to face at our 6 service points

We will continue to strive to make more of our services accessible 24/7 online to meet with growing customer demand for this channel. We will actively promote our services and reach out to our clients and potential clients through the following:-

  • Attendance at local venue wedding fayres and marketing events
  • Production of a full colour luxury brochure promoting our ceremony services
  • Our own internal ceremony website which has been overhauled in 2017 and will be kept regularly up to date.

We will perform an Impact Assessment under Cumbria County Council policy where any significant changes are proposed regarding our service.

We will consider equality in everything we do as we strive to improve customer service for all irrespective of:-

  • Ethnic Origin
  • Sex
  • Age
  • Marital Status
  • Sexual Orientation
  • Disability
  • Gender reassignment
  • Religious belief or non-belief
  • Use of any language
  • Nationality
  • Responsibility for dependants
  • Any other reason which cannot be shown to be justified

We will at all times follow the Cumbria County Council corporate complaint handling policy.

We will formally record all complaints accurately on our complaint handling template which will be copied to the service manager and also the corporate complaints team.

We will ensure a file is set up for each individual complaint with all correspondence retained together with any investigations, findings and responses for audit purposes.

We will share remedial action and good practice with all staff after each upheld complaint to avoid repetition.

We will issue a customer feedback card to each client at the end of their appointment and ask for this to be completed prior to leaving the office. These will be collated and sent to the management team on a monthly basis for recording and analysis.

We will review feedback received on our website via Govmetric which establishes if someone is having difficulty navigating our system.

We will review any trends or information at our monthly managers meeting and give consideration to what our clients are telling us from complaints, comment cards and from our own working knowledge.

We will cascade trends and information and discuss with the wider team at our bimonthly staff meetings.

We will review the Cumbria County Council behaviours and competencies at each appraisal meeting and ensure the customer service strategy is discussed. 

We will ensure our customer service strategy is a key element of our induction process and that the Cumbria County Council behaviours and considered in everything we do as a team and as individuals.

We will ensure each officer has an individual training log which is regularly updated.

We will invest in our staff through technical inspections and observations of their client appointments as well as a formal review of the registrations recorded with timely feedback.

We will ensure all new staff are appointed a mentor and work to a training plan.

We will include an element of training at each team meeting.

We will have a regular programme of eLearning events which staff are required to complete for their own self-development.

We will ensure staff are regularly reminded of our complaint handling process.

We will discuss and identify any training issues and agree action to be taken to ensure that we can deliver the best service possible to our clients whilst maintaining any statutory obligations and requirements placed upon us by Cumbria County Council and our governing body The General Register Office.

We will ensure that any personal feedback from comment cards, complaints or inspections is shared with the individual.

We will publish this customer service strategy online so clients and stakeholders can clearly evidence our expected standards of service.

We will publish our performance against these standards on a monthly basis.

We will review our performance as a management team on a monthly basis.

We will revisit our annual service plan at the beginning of each new financial year and determine the improvements we will strive to make each. This will be based on feedback from customers, performance against Key Performance Targets and any other requirements of The General Register Office or Cumbria County Council.

EventRequirementTargetNational AverageCurrent Performance
BirthsRegistered within 42 days98%95%99%
Still birthsRegistered within 42 days98%95%100%
MCCD and Coroner's Part A excluding Post Mortem and inquest casesRegistered within 5 calendar90%
94%
Coroner's Part A DeathsRegistered within 5 days
93%
Coroner's Part B DeathsRegistered within 7 days
55%
EventRequirementTargetNational AverageCurrent Performance
BirthsWithin 5 working days95%95%99%
StillbirthWithin 2 working days95%95%100%
DeathWithin 2 working days95%95%98%
Marriage/Civil Partnership NoticesWithin 10 working days of request and so to allow the marriage/CP to proceed at a time and venue of the customer's choice where reasonable and practical.95%95%91%
EventRequirementTargetCurrent Performance

Customer Satisfaction customers should be dealt with courteously, with sensitivity and in a personalised manner. To evaluate this and other aspects of service delivery, the customer should be asked a set of questions covering:

  • Courteousness
  • Accessibility (eg initial contact and location)
  • Appointment availability
  • Office accommodation
  • Future service provision/planning needs (optional).
Customers Satisfied95%

91.5% recorded that our service was excellent

100% recorded that our service was satisfactory or above

Fab service, quick and easy.

Very good service and friendly staff.

Very compassionate, calm and warm. A good experience at a difficult time.

Very helpful and understanding during the appointment.

Very helpful, grateful for all advice and information given.

Excellent, very helpful and courteous and professional.

Easy to use online system.

Happy with our visit.

Everything was good. Very happy with the experience.

Registrar was very helpful and made sure we understood everything.

Made to feel very comfortable, everything explained clearly and sympathetically.

A very efficient, knowledgeable and courteous registrar.

Everything was explained fully and to our expectations.

Very Satisfied