Our Service Standards and Feedback

Service Standards for the Registration Service


We will;

  • Treat you courteously, efficiently, tactfully and in confidence.
  • Treat everybody equally and address special needs whenever possible.
  • Encourage customer comment, suggestion or complaint and consider appropriate changes within the service.
  • Publish service delivery targets and our performance against these targets.

How long will it take?

  • Our staff will see you within 5 minutes.
  • Giving notice of marriage/civil partnership will take up to 45 minutes or 1 hour if an interpreter is required.
  • Registering a birth will take approximately 20 minutes.
  • Registering a death will take approximately 30 minutes.
  • People wishing to give notice of marriage/civil partnerships are offered an appointment within time for their ceremony to take place.

We aim to;

  • see you within 10 minutes of your appointment time;
  • arrange an appointment to give notice of marriage/civil partnership within five working days or in time for the ceremony to go ahead;
  • arrange an appointment to register a birth within three working days;
  • arrange an appointment to register a death within two working days;
  • arrange an appointment to register a still-birth within two working days;
  • issue 90% of copy certificates of birth, death and marriage records at the counter within 20 minutes;
  • deal with 90% of certificate applications by post within five working days.

How are we doing?


The attachment at the bottom of this page shows how we are doing and if we are meeting our key performance indicators.


How to make a comment, compliment or complaint


Services can always be improved and sometimes we can get things wrong. Where things do go wrong we want to put them right as quickly as possible. That is why we want your comments, suggestions and complaints.

Please let us know if you have a complaint about the service or wish to comment on something you feel we could do better. Alternatively if things have gone well you may like to compliment us.


For all Registration Service enquires contact us


Service Standards for the Bereavement Care Service

We aim to offer a high quality service to help people who have been bereaved.

We will consider any request to make the service personal and special to the family.

Your safety is important to us.  We are constantly striving to ensure the safety of people visiting and working in the city's cemeteries and crematorium by:

  • introducing traffic management systems;
  • carrying out a memorial and tree safety inspection programme; and
  • taking steps to reduce vandalism.

We will:

  • wear identity badges or show identification;
  • be courteous and helpful;
  • treat you with respect and sensitivity; and
  • respond to all reasonable requests for information.
  • make sure that all information and leaflets are relevant and up to date; and
  • try to make sure that a member of staff is available to answer queries - this may be the out of hours Stoke-on-Call service.
  • treat all personal information confidentially.  We will only pass it on with your agreement or where we have to by law.
  • publish how we performed against our standards - and how much our services cost.


Charter for the Bereaved


We are a member of the Charter for the Bereaved. Charter for the Bereaved is a self assessment standard compiled and scored by the Institute of Cemetery and Crematorium Management (ICCM).  We submit an application on an annual basis and we currently hold the highest rating of 'Gold'.  You can look at the Charter for the Bereaved by visiting the Institute of Cemetery and Crematorium Management website. www.iccm-uk.com


For all Berevement Care Service enquires contact us.

Feedback forms


Click here to complete a feedback form for the Bereavement Care Service

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