Register Office performance standards

Customer service

We are constantly monitoring our standards to ensure we can give the best possible service to our customers.

These are the standards and results for 1 April 2015 to March 2016.
  • To deal with 98% of callers within 30 minutes of them arriving at the Register Office
    • 97% of all callers to the Register office were seen within 30 minutes or less
  • To acknowledge postal correspondence within 5 calendar days followed by a full response within 10 calendar days
    • 100% of all postal correspondence dealt with within the set timescales
  • To acknowledge email correspondence within 2 calendar days followed by a full response within 10 calendar days
    • 100% of all correspondence dealt with within the set timescales
  • To deal with requests for postal certificates within 24 hours of receipt
    • 100% of all requests were dealt with within the set timescales
  • To supply a certificate within 1 hour of a request
    • 100% of all personal requests for a certificate supplied within 1 hour
  • Each year we conduct a survey of all our services and we achieved a 99% overall satisfaction rate

Number of complaints: 3

Number of testimonials: 32