Performance report 2024 to 2025
Meeting national standards
Our performance against six key performance indicators, published in our Service Delivery Plan.
| Events accurately registered within statutory timeframe: national standard | Our performance |
|---|---|
| 98% of births and still-births registered within 42 days | Births 99% and still-births 100% |
| 95% of non-coronial deaths registered within 5 days of receipt of paperwork from the medical examiner | 94% |
| Declare percentage of deaths after post mortem (excluding inquest cases) registered within 7 days | 0% |
| Declare percentage of deaths registered within 24 hours of receipt of coroner’s certificate after inquest | 100% |
| Average waiting times: national standard | Our performance |
|---|---|
| 95% of customers able to obtain an appointment to register a birth or birth declaration within 5 working days | 99% |
| 95% of customers able to obtain an appointment to register a death or still-birth, including declarations, within 2 working days | Deaths 99% and still-births 100% |
| 95% of customers able to obtain an appointment to give notice within 10 working days | 98% |
| 90% of customers with an appointment were seen within 10 minutes of their appointment time | 95% |
| Issue certificates from deposited registers: national standard | Our performance |
|---|---|
| 95% of certificate applications from deposited registers to be dealt with within 7 days of receipt | 100% |
| Citizenship certificates | Our performance |
|---|---|
| 100% of notifications for citizenship certificates dated correctly and sent to the Home Office within 14 days of the ceremony | 100% |
| Offer facility for forms of declaration for birth, still-birth and deaths: national standard | Our performance |
|---|---|
| 95% of incoming declarations registered within 24 hours of receipt | 100% |
| Customer satisfaction: national standard | Our performance |
|---|---|
| 95% of customers satisfied with our service | 99% |
You commented, we listened, the result
Our buildings
You told us that you would like to see our reception area, appointment rooms and appointment waiting area improved. We made considerable progress to deliver a small refurbishment of our reception area, appointment waiting area and appointment rooms which is still underway. Customer feedback has been positive on the more welcoming environment.
Website
You told us you wanted an improved website experience to access our services. We have made considerable progress in designing and building the new website which will launch in summer 2025. An improved online customer journey and experience will be delivered. In the meantime, we continue to improve and build on our current website with the most up to date information and guidance.
Booking platform
You told us that you wanted an improved booking platform with improved functionality to manage your own ceremony without needing to contact the register office directly. We have made considerable progress in designing and building the new booking platform which will launch in early 2026. An improved online customer journey and experience will be delivered. In the meantime, we continue to improve and build on our current booking solution to ensure it is working correctly to its full capability.
