Service Delivery

Our Service Delivery Agreement

The Registration Service Delivery Plan encourages good practice and outlines our commitment to the service delivery standards contained in the Code of Practice for Local Registration Authorities in England and Wales. This code of practice is complemented by a good practice guide which provides information on specific national standards we must meet, together with aspirational standards.

The details are contained in our Registration Service Delivery Plan.

Our Performance

Our performance against six key performance indicators, published in our Registration Service Delivery Plan , is shown below.

Good Practice Guide Key Performance Indicators (KPIs)

  1. Events accurately registered within statutory timeframe

    i) National Standard: 98% of births and still-births registered within 42 days
    Our Performance: 96.0% of births (91% of still-births)
    ii) National Standard: 90% of deaths (excluding post mortem and inquest cases) registered within 5 days
    Our Performance: 90.0%
    iii) National Standard: 80% of deaths after post mortem (excluding inquest cases) registered within 7 days
    Our Performance: 47.0%
    iv) National Standard: 95% of deaths registered within 24 hours of receipt of coroner’s certificate after inquest
    Our Performance: 95.8%

  2. Average waiting times

    i) National Standard: 95% of customers able to obtain an appointment to register a birth or Birth Declarations within 5 working days
    Our Performance: 40.4%
    ii) National Standard: 95% of customers able to obtain an appointment for Deaths, Still-births and Death Declarations within 2 working days
    Our Performance: Not applicable as all Deaths, Still-births and Death Declarations were seen as non-appointments on the day of application
    iii) National Standard: 95% of customers able to obtain an appointment to give notice within 10 working days
    Our Performance: 65.4%
    iv) National Standard: 95% of customers with an appointment were seen within 10 minutes of their appointment time
    Our Performance: 96.8%

  3. Issue certificates from deposited registers

    i) National Standard: 95% of certificate applications from deposited registers to be dealt with within 7 days of receipt
    Our Performance: 97.4%

  4. Citizenship Certificates

    i) National Standard: 100% of notifications for Citizenship certificates dated correctly and sent to the Home Office within 14 days of the ceremony
    Our Performance: 100%

  5. Offer facility for forms of declaration for birth, still-birth and deaths

    i) National Standard: 95% of incoming declarations registered within 24 hours of receipt
    Our Performance: 90.1%

  6. Customer satisfaction

    i) National Standard: 95% of customers satisfied with our service
    Our Performance: 98.9%
    View the results