Our Service Delivery Agreement

On 1 April 2011 the Kensington and Chelsea Register Office adopted a new code of practice in the way it delivers its services to the public. This initiative is called 'New Governance,' and enables the Council to have greater control over the way the registration service is delivered locally. The details are contained in our Registration Service Delivery Plan.

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.

Our Performance

Our performance against six key performance indicators, published in our Registration Service Delivery Plan 2013, 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: 98.5%
    ii) National Standard: 90% of deaths (excluding post mortem and inquest cases) registered within 5 days
    Our Performance: 92%
    iii) National Standard: 80% of deaths after post mortem (excluding inquest cases) registered within 7 days
    Our Performance: 48%
    iv) National Standard: 95% of deaths registered within 24 hours of receipt of coroner’s certificate after inquest
    Our Performance: 72.8%

  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: 84.3%
    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: 98%
    iv) National Standard: 95% of customers with an appointment were seen within 10 minutes of their appointment time
    Our Performance: 98.7%

  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: 96.8%

  4. Citizenship Certificates

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

  5. Accurately record Birth, Still-birth and Death information on forms of declaration

    i) Accurately record Birth, Still-birth and Death information on forms of declaration
    National Standard: 95% of incoming declarations registered within 24 working hours of receipt
    Our Performance: 86.3%

  6. Customer satisfaction

    i) National Standard: 95% of customers satisfied with our service
    Our Performance: 98%
    View the results