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Registration Service standards

Registration Service standards

The Registration Service aims to deliver a high quality service to North Lincolnshire residents. We do this by adopting some key guiding principles throughout all the work we do. We aim to:

  • Provide excellent customer service that is professional, meets the needs of customers and adds value to the organisation
  • Value our staff by providing them with the opportunity to develop and by recognising their contribution to the overall success of the service                    
  • Deliver efficient and effective services
  • Maintain or improve on the Registration Good Practice Guide national standards
  • Register 98 per cent of births within 42 days of the event 
  • Register 95 per cent of deaths within five days of the event 
  • Offer appointments within the following timescales: 
    • Births - three working days
    • Deaths - two working days
    • Marriage notices - five working days
  • See 90 per cent of our appointments within 10 minutes of their pre-booked appointment time 
  • Process copy certificates within five working days of the application receipt
  • Reach at least a 95 per cent satisfaction level with our customer surveys 
  • Receive less than 0.1 per cent of complaints as a percentage of all our callers

In 2013/14 North Lincolnshire Registration Service registered: 

  • 1,643 deaths 
  • 1,929 births 
  • 13 stillbirths 
  • 1171 marriage notices 
  • 11 civil partnership notices 
  • 141 Register Office weddings 
  • 135 Civic Suite weddings 
  • 179 approved premise weddings 
  • 2927 copy certificate requests 
  • 8 naming ceremonies 
  • 5 vow renewal ceremonies 
  • 14 citizenship ceremonies         
  • We registered 99 per cent of births within 42 days of the event 
  • We registered 97 per cent of deaths within 5 days of the event 
  • We had same or next day appointments available for everyone 
  • We saw 99.6 per cent of appointments within 10 minutes of their appointment time. Delays were due to previous appointments over-running and some IT issues
  • 100 per cent of certificate applications were  processed within 5 days 
  • 100 per cent of customers who answered our survey were satisfied with the service  
  • In 2013/14 we received two complaints out of 20,956 contacts (0.009 per cent). Both related to customer expectations of service delivery and were resolved at the first stage

In December 2013 we carried out a survey asking how satisfied customers were with the service, including accessibility and locations. One-hundred questionnaires were handed out to customers and 98 were returned. This is what was said about the service:  

"A service given with care and compassion and well guided all through"

"Lovely people. Thank You"

"Staff were very pleasant and efficient; thanks to them all - the closure of the Brigg service was a disappointment"

"Thank you lot. You’re very helpful in the way you talk!"

"Very sympathetic and efficient department"

"Very helpful"

"Thanks for all your help"

"Everybody bent over backwards to help, very impressed"

"Extremely helpful and kind staff"

"Straightforward procedure and I was given clear guidance on follow on procedure"

"Very impressed with phone enquiry and help received"

"I found all the staff pleasant and polite, very professionally done"

"Professional and caring staff"

"I found the lady who helped me was very informative and friendly and explained everything well"

"Very efficient"

"Was very pleased with the quick service I received and the very polite staff"

"Endless waiting on the phone as our first contact, so used email and were satisfied with the service"

"Visit was fine – met my expectations "

"First class service"

What we have done based on the comments

All staff have scripts to follow to ensure everyone is advised what they need to bring to appointments.

Whilst we no longer make regular out station visits to Brigg, Barton or Winterton, we do offer an outreach service and will attend any Local Link office to assist anyone needing to register.

Telephone waiting times are being monitored.

Customer care training is on-going and we aim to maintain a consistently high standard at all times. 

Contact details

registrars@northlincs.gov.uk          01724 298555                                   
Fax: 01724 296020

North Lincolnshire Registration Service
Civic Centre
Ashby Road
Scunthorpe
North Lincolnshire
DN16 1AB 

Opening hours

Monday to Friday: 9am to 4pm

Saturday: 10am to 4pm

Last updated: 01/02/2017
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