Manchester City Council

Births, marriages, deaths & nationality Registration Service - Service Standards

Monitoring our performance

Monitoring our Service Standards

We monitor our performance against our service standards and targets on a monthly basis.

Annual Performance Figures April 2017 - March 2018

Copy Certificates

A certificate will be issued if the correct information / correct fee is received and the records are held at this office.

Target: 95% of certificate applications to be dealt with / dispatched within 7 days of receipt.

Our performance:


Sample Size

Performance
2017/18

Performance 
2016/17

7,147 87% 99%

Due to the refurbishment of Heron House, our records had to be moved off-site in November 2017 and we moved offices in January 2018. Unfortunately, as a result, we were unable to meet the 95% target in January, February or March and therefore we didn't meet our overall target for the year. Once our records move back on site (probably in June / July 2018) we hope to be able to get back to our normal high performance in this service.


Birth Registration

Total births registered in the Manchester District 2017/18 - 17,013

One of the key performance indicators for birth registrations is how long someone has to wait for an available appointment.

Target: 95% to be offered an appointment, at the Register Office, within 5 working days.

Our performance at the Register Office:

Sample size Performance
2017/18
Performance
2016/17
226 days 99%   92%

For the convenience of our customers, we also offer a birth registration service at a number of other locations.


Births Registered at other Register Offices on behalf of Manchester April 2017 - March 2018

2,233 births were registered at Trafford Register Office on behalf of Manchester Register Office. (Trafford residents whose babies were born in Manchester hospitals)

1,939 births were registered at Salford Register Office on behalf of Manchester Register Office. (Salford residents whose babies were born in Manchester hospitals)

1,135 births were registered at Bury Register Office on behalf of Manchester Register Office. (Bury residents whose babies were born in Manchester hospitals)

545 births were registered by Rochdale Register Office on behalf of Manchester Register Office. (Rochdale residents whose babies were born in Manchester hospitals)


Death registration

Total deaths registered April 2017- March 2018  -  5,627

One of the key performance indicators for death and stillbirth registrations is how long someone has to wait for an available appointment.

Target: 95% to be offered an appointment, at the Register Office, within 2 working days.

Our performance:

Sample Size Performance
2017/18
Performance
2016/17
226 days

Deaths - 98%
Stillbirths - 100%

 Deaths  -   99%
Stillbirths - 100%

For the convenience of our customers, we also offer a death registration service at a number of other locations. Registrars attend the 3 main Manchester Hospitals, for a limited time each week, to register deaths.

 


Marriage and Civil Partnership Notices

Total marriage notices April 2017 - March 2018  -  4,758

Total civil partnership notices April 2017 - March 2018  -  43

One of the key performance indicators for marriage and civil partnership notices is how long someone has to wait for an available appointment.

National target: 95% to be offered an appointment within 10 working days

Manchester Register Office is a Designated Office, one of a small number of Register Offices where people have to go to give notices where one of the partners is a non E.E.A National.

Our performance:

Sample Size Performance
2017/18
 Performance
2016/17
226 days 91%  86%



Waiting times on arrival

We aim to see customers within 10 minutes of their appointment time. Those arriving early will be seen as soon as possible. Those arriving late or without an appointment will be seen within an hour of arrival.

Target: 90% of customers, who arrive on time for their appointment, to be seen within 10 minutes of their appointment time.

Our performance:

Sample Size Performance
2017/18
 Performance
2016/17
15,083 appointments 90%  95%

 


Complaints Figures April 2017 - March 2018

  • Complaints answered within 10 working days (Target 100%) - Actual 100%
  • Total number of complaints upheld - 1

 

Customer Satisfaction  2017/18

A customer satisfaction survey was carried out between 18th September and 29th November 2017.  241 responses were received.

The results of this survey were:

Overall satisfaction with the service

 Excellent  88% 
 Good  11% 
 Satisfactory  <1% 
 Poor  <1%


Was it easy to find information about the service?

 Yes   99% 
 No   1%

  

Was the date and time of your appointment convenient for you? (for appointments other than ceremonies)

 Yes   97% 
 No   3%

  

Were you able to have your ceremony on the date you wanted?

 Yes   95% 
 No   5%

 

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