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 2018-19 [PDF] (file size 359.47 KB)

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: 98% of births and 100% of still-births
    ii) National Standard: 80% of deaths (excluding post mortem and inquest cases) registered within 5 days
    Our Performance: 91%
    iii) National Standard: Declare percentage of coronial deaths (excluding post mortem and inquest cases) registered within 5 days
    Our Performance: 57%
    iv) National Standard: Declare percentage of deaths after post mortem (excluding inquest cases) registered within 7 days
    Our Performance: 34%
    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: 97%
    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: 100%
    iv) National Standard: 95% of customers with an appointment were seen within 10 minutes of their appointment time
    Our Performance: 90%

  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: 98%

  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: 99%

  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: 97%

  6. Customer satisfaction

    i) National Standard: 95% of customers satisfied with our service
    Our Performance: 97%
    In 2017-18 the Kensington and Chelsea Registration Service received 559 comments of praise and 7 complaints.

You Commented, We Listened, The Result 

You Commented We Listened The Result
You told us that you wanted to access more nationality related services to assist you with your applications to UK Visas and Immigration / Home Office We introduced European Passport Return Service and Settlement Checking Service for those applying for permanent residency or indefinite leave to remain. We also introduced the Nationality Document Return Service for those applying for British citizenship who used the online application route We received much positive feedback around these new services which proved to be extremely popular
You told us that the content and layout of our webpages needed to be updated We rewrote and restructured our webpages to ensure that all information was clear, up to date, and presented logically. The updates were based on analysis of your comments and web analytics There has been a reduction in e-mail and telephone enquiries where the website wasn’t clear or where information wasn’t easy to find
You told us that you wanted to see more images of our ceremony rooms online We have commissioned a ceremonies website to be built which showcases our ceremony room with many images. The site will be launched later this year We are awaiting launch of the new ceremonies website
You told us that information around step-free access to our ceremony rooms needed to be more visible We added this detail to the each ceremony room’s webpage We received fewer enquiries around this point as it is now presented more clearly on the website
You told us that you wanted to be able to book appointments and ceremonies online We added notices of marriage and civil partnership to our online booking and payment facility, to join birth registrations, death registrations and certificate ordering. Development work is underway for all our remaining services to be bookable and payable online, with expected completion this year 58 per cent of customers decided to book / pay online where they could
You told us that some of the online booking and payment facilities could be improved in small areas We collated this customer feedback and actioned the recommend improvements. A minority of these are still in development phase There was a reduction in the amount of constructive feedback we received about our online booking and payment facilities 
You told us that the décor in the appointment waiting area was tired; and did not match the high quality customer care delivered by staff We secured funding for a major refurbishment of the Registrars department at the Chelsea Old Town Hall, to commence in September 2018 Awaiting refurbishment. In the meantime, the area is frequently inspected and any repairs immediately reported for fixing. Immediate improvements to the accessible toilet and entrance foyer were completed.
You told us that the stereo used to play the national anthem at citizenship ceremonies was not working properly We had it replaced The new stereo works without fault
In less frequent cases, you told us that the name was misspelt on your booking Staff have been trained to pay particular attention to this when taking bookings There has been a reduction in numbers of customers contacting us to have these corrected

Customer Charter for Kensington and Chelsea Register Office