Registrars' Service Delivery

Customer Satisfaction Questionnaire

The Registrars department at the Royal Borough of Kensington and Chelsea has a long history of excellent customer service and your views are important to help us further improve the service that we provide.

If you have used one of our services, we are keen to hear your views on the service you received. Whether this was for a happy occasion such as a marriage ceremony or the registration of a birth, or a sadder occasion such as the registration of a death of a loved one. Your views are important to us so that we can understand what we are doing well, and what we can improve on.

We would therefore be extremely grateful if you were able to take a minute to complete our short survey. All responses are anonymous and will be used solely for the purpose of improving our customer service.

Complete the survey

 

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:

Registration Service Delivery Plan 2019 - 20

 

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: 99% of births and 100% of still-births
    ii) National Standard: 90% of non-coronial deaths registered within 5 days
    Our Performance: 88%
    iii) National Standard: Declare percentage of coronial deaths (excluding post mortem and inquest cases) registered within 5 days
    Our Performance: 54%
    iv) National Standard: Declare percentage of deaths after post mortem (excluding inquest cases) registered within 7 days
    Our Performance: 28%
    v) National Standard: Declare percentage of deaths registered within 24 hours of receipt of coroner’s certificate after inquest
    Our Performance: 100%

  2. Average waiting times

    i) National Standard: 95% of customers able to obtain an appointment to register a birth or birth declaration within 5 working days
    Our Performance: 96%
    ii) National Standard: 95% of customers able to obtain an appointment to register a death or still-birth, including declarations, within 2 working days
    Our Performance: Deaths 99% and still-births 100%
    iii) National Standard: 95% of customers able to obtain an appointment to give notice within 10 working days
    Our Performance: 99%
    iv) National Standard: 90% of customers with an appointment were seen within 10 minutes of their appointment time
    Our Performance: 93%

  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: 99%

  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: 99%

  6. Customer satisfaction

    i) National Standard: 95% of customers satisfied with our service
    Our Performance: 99%
    In 2019-20 the Kensington and Chelsea Registration Service received 10 complaints and 299 written instances of praise.

You Commented, We Listened, The Result 

You CommentedWe ListenedThe Result
You told us that you wanted support with submitting your application for (pre-) settled status in UK.We introduced appointments for the European Settled Status Scheme (EuSS).2686 people booked an appointment to use this service in 2019-20.
You told us that you wanted greater availability for ceremonies the Harrington Room and the Register Office Room.We reorganised our operational model to incorporate more availability for these ceremony rooms.We have seen an increase in numbers of bookings for these ceremony rooms.
You told us that you wanted to talk to your registrars before your ceremony, if it was taking place elsewhere than in Chelsea Old Town Hall.We implemented this into our ceremonies administration procedure.Couples holding a ceremony in Kensington and Chelsea in a venue other than the Chelsea Old Town Hall are called in the week leading up to their ceremony to discuss the arrangements for the day with their allocated registrar.
You told us that you wanted us to hold an open day for ceremonies.We organised two open days in the last year which were very well attended.We received excellent feedback from couples who attended the open days.
You told us that you wanted to easily access information on local suppliers providing ancillary wedding services.We added a 'Suppliers' section to our ceremonies microsite.We received positive feedback from both suppliers and wedding couples on this section of our website.
You told us that some additional decorative items were required for the Chelsea Old Town Hall.We invested in more furniture and ornaments for the Chelsea Old Town Hall to ensure that the venue is as welcoming as possible for your special day.We continue to receive excellent feedback on the refurbished premises at the Chelsea Old Town Hall.

Customer Charter for Kensington and Chelsea Register Office

Customer Charter for Kensington and Chelsea Register Office: 2018-19