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 five key performance indicators, published in our Registration Service Delivery Plan 2010, is shown below.

Good Practice Guide Key Performance Indicators (KPIs)

  1. Events accurately registered within statutory timeframe

    i) National Standard: 98 per cent of births registered within 42 days
    Our Performance: 96 per cent of births registered within 42 days
    ii) National Standard: 98 per cent of still-births registered within 42 days
    Our Performance: 100 per cent of still-births registered within 42 days
    iii) National Standard: 95 per cent of deaths registered with five days
    Our Performance: 92 per cent of deaths registered with five days

  2. Average waiting times for registrations and taking of Notice

    i) National Standard: 95 per cent of customers able to obtain an appointment for births and Birth Declarations within three working days
    Our Performance: 100 per cent  of customers obtained an appointment for Births/Birth Declarations within three working days
    ii) National Standard: 95 per cent  of customers able to obtain an appointment for Deaths, Still-births and Death Declarations within two working days
    Our Performance: All Deaths, Still-births and Death Declarations were seen as non-appointments so this KPI does not apply
    iii) National Standard: 95 per cent  of customers able to obtain an appointment for notice within five working days
    Our Performance: Performance details regarding Marriage or Civil Partnership Notice appointments were not recorded prior to 1 April 2011
    iV) National Standard: 95 per cent of customers seen within ten minutes of their appointment time
    Our Performance: 96.4 per cent  of customers were seen within ten minutes of their appointment time

  3. Issue certificates from deposited registers

    National Standard: 95 per cent of certificate applications from deposited registers to be dealt with within five working days of receipt
    Our Performance: 97.8 per cent of certificate applications from deposited registers were dealt with within five working days of receipt

  4. Customer satisfaction

    National Standard: 90 per cent of customers satisfied with our service
    Our Performance: 99 per cent of customers were satisfied with our service
    View the results

  5. Total number of formal complaints received

    National Standard: Less than 0.5 per cent as a percentage of all registrations
    Our Performance: 0.05 per cent as a percentage of all registrations

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

    National Standard: 90 per cent of incoming declarations registered within one working day of receipt
    Our Performance: 93.2 per cent of incoming declarations were registered within one working day of receipt