Our Standards
How we compared to the national standards 2011/2012
- The standard is 98% of births are registered within 42 days – met (100%)
- The standard is98% of still births within 42days – met (100%)
- The standard is 95% of deaths are registered within 5 days – not met (94%)
- The standard is 98% of inquests are registered on the day of receipt - met
- The standard is 95% of applicants are offered an appointment within 7 working days once a correction or registration application has been processed – met (100%)
- The standard is 95% of our postal applications are dealt with within 7 working days – met (100%)
- The standard is that new citizens are offered ceremony appointments within three months of their successful application – met (maximum of 4 week wait)
- The standard is 95% of people who attended at the Register Office with an appointment were seen within 10 minutes of their appointment time – met (99%)
Arranging appointments
- The standard is that we are able to offer an appointment to register a birth within 3 working days at one or other of our offices and out-stations - met
- The standard is that we are able to offer an appointment to register a death or a stillbirth within 2 working days at one or other of our offices and out-stations - met
- The standard is that we are able to offer an appointment to give notices of marriage or civil partnership within 5 working days - met
- Those people who arrive to register without an appointment will be advised how long they would have to wait to be seen or an appointment made for them.
(There will be times when customers will wait longer for an appointment because it is their choice to attend on a particular day)
Purchasing Certificates
- If certificates are ordered in person at The Register Office (excluding family history certificates) we aim to produce the certificate within two hours but at busy times and over the lunchtime period the length of time may have to be extended. It is possible to pay an extra fee for the certificate to be produced within 30 minutes dependent upon staff availability. Certificates ordered by phone and paid for by card are generally posted out, by first class post, that day or the following day.
- Applications received through the post (excluding family history certificates) will be dealt with the same day wherever possible. Applications made to Keighley Town Hall in the morning will result in the certificate being able to be collected the same afternoon. Applications made in the afternoon, the certificate can be collected the following morning.
Answering the Phone
- We aim to answer 90% of calls received from our customers within 20 seconds - met
