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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

All registration services have standards set by The General Register Office to ensure timely registrations. These standards are to:

  • Register 98 per cent of births within 42 days of the event 
  • Register 90 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 2017/2018 North Lincolnshire Registration Service registered: 

  • 1,877 deaths 
  • 1,662 births 
  • 6 stillbirths 
  • 1,155 marriage notices  
  • 55 standard Register Office weddings 
  • 96 weddings in our 20 seater Ceremony room
  • 95 weddings in our 60 seater Ceremony room
  • 10 weddings in the Council Chamber
  • 191 weddings in approved premises 
  • 2,293 copy certificate requests 
  • 3 naming ceremonies 
  • 9 vow renewal ceremonies
  • 15 citizenship ceremonies making 75 people British citizens       
  • We registered 99 per cent of births within 42 days of the event 
  • We registered 87 per cent of all deaths where there was no coronial involvement within five days of the event 
  • We registered 87 per cent of all deaths within five days of the event
  • We had same or next day appointments available for everyone 
  • We saw 99.7 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 five days 
  • 100 per cent of customers who answered our survey were satisfied with the service  
  • In 2017/2018 we received one complaints out of 16,688 contacts (0.005 per cent). All related to customer expectations of service delivery and were resolved at the first stage. All complaints are taken very seriously and these were discussed with all staff and procedures revised accordingly.

In December 2016 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 all were returned. This is what was said about the service:   

"Very helpful, couldn't have been better."

"Great service, was fast, efficient, helpful and lots of smiling faces which makes a huge difference. Thanks."

"Brilliant service despite the computers trying to defeat them. A credit to the service."

"The registrar was the most welcoming and professional person to deal with me and my family. Everything was fully and clearly explained to us. The Tell Us Once service was a great help and she took all the time necessary to make sure we fully understood."

"On all of our dealings with Scunthorpe registration service in person or by phone, we have found them to be very helpful and efficient. Our wedding rehearsal was particularly good. We found them to be friendly, helpful, efficient and it has made our experience a happy one."

"Very helpful."

"Thanks for all your help."

"Very kind and supportive, made everything very easy for me."

"Very helpful and friendly staff. Very patient, caring and efficient. Thank you for making it an easy process at such a difficult time."

Ceremony survey

We also routinely send an e-survey out to customers after ceremonies. From June 2016 to December 2016 we received 69 responses. Comments included: 

"Cannot give a more glowing review about registry staff on the day of our wedding. Everyone we came into contact with - from walking through the door to leaving, were a pleasure. Thank you so much for an unforgettable wedding day."

"The deputy registrar that conducted our ceremony was amazing. We would like to thank her for putting us at ease an explaining everything so clearly and speaking slowly during our vows as requested."

"Enjoyed every moment of the ceremony. Nothing I asked for was too much for the staff. Very grateful and thank you."

"All the staff were friendly, helpful, efficient and very personable. All of which led to it being a very relaxed ceremony that all the guests commented on stating how fun and enjoyable the whole day was."

"We were pleasantly surprised to have two young (20 to 30 year-old) registrars at our ceremony. It really suited the tone of our wedding and I think the choice of style of registrar should be something that is available."

What we have done based on the comments

We have passed on these comments to our staff and thanked them for their high standards of customer care.

To enable us to be available for more weddings, particularly at popular times, we have recruited a team of casual marriage registrars. The team is diverse and we now have a number of younger staff.

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

In June 2018 we registered:

  • 153 births
  • 117 deaths
  • 58 Marriages - of these, 8 were in the Register Office, 23 at the Civic Centre and 27 at approved premises within North Lincolnshire.
  • 1 still birth

Of all appointments booked - 17 did not turn up and 17 were more than five minutes late for their appointment.

99.5 per cent of appointments were seen on time or within 10 minutes of their allotted appointment time.

We attested 99 Notices of Marriage/Notices of Intent.

We conducted one Citizenship ceremony in which 9 people became new citizens of North Lincolnshire.

We produced 248 copy certificates and received 605 telephone calls.

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: 12/07/2018