Customer feedback, consultation and news

 

Wakefield Registration and Celebratory Services is committed to improving service delivery and increasing customer satisfaction by making sure that the Service reflects the needs of its customers.

In order to do this it is important to seek the views and experiences of all those to whom the service is connected, including staff, stakeholders, customers and the public.

Our mission statement;

To deliver an efficient, dignified and sensitive Registration Service to meet the needs of the customers it serves.

Customer feedback

We are continuously seeking feedback to help improve the service we provide to our customers. You can help us do this by completing a ‘Customer Feedback’ online form.

Customer feedback results

You comment, we listened

You commented

The phone line is always busy and goes to voice mail. If you call back on voice mails that would be great. There should be someone available to pick up phone for citizenship ceremony enquiries.

We listened

Excellent customer service is a priority for us and we always make sure that there are enough staff in each office to answer the phone. Unfortunately we continue to have a high volume of calls at peak times resulting in customers having to leave messages which are always responded to promptly.

We now offer the facility to book a birth or death registration appointment online. Our answer message has been changed to advise customers of the facility to book online. Since the recent changes the number of online bookings has increased to approximately 40 per cent online birth appointment bookings and 20 per cent online death registration appointment bookings. This is helping to reduce the number of calls and helping customers to get through to us more quickly.
In January 2017 we introduced a new telephone option for customers contacting us to book a ceremony so they are directed immediately to the ceremonies team.  

As part of our strive to improve customer service we will be introducing online certificate ordering and online marriage ceremony bookings, all of which we hope to have in place in place early 2018.

You commented

It was difficult to make any payments over the phone I ended up having to go in as I tried over 8 times to get through to pay the final balance.

We listened

Excellent customer service is a priority for us and we always make sure that there are enough staff in each office to answer the phone. Unfortunately we continue to have a high volume of calls at peak times resulting in customers having to leave messages which are always responded to promptly.

In July we introduced the option for customers to register a death at Pinderfields Hospital where the bereavement office make their appointments.  Approximately 45 per cent of customers used this facility in August.

We do offer the facility to book a birth or death registration appointment online. In August we saw a huge increase in the number of customers booking their birth appointment online, with 80% of the total birth registration appointments being made this way. 

This is helping to reduce the number of calls and helping customers to get through to us more quickly.

As part of our strive to improve customer service we are looking to introduce online certificate ordering.  We are also working on the facility for customers to pay for their ceremony and return their ceremony arrangement form online, we hope to see these in place by Winter 2018.

Engagement

Our customer engagement policy has been developed to ensure that all consultation undertaken is effective, efficient and consistent. We aim to continuously improve our service through our consultation process.

Annual charity event

Wakefield Registration and Celebratory Services hold an annual charity event to raise money for local charities. In previous years we have successfully raised money for Pinderfields Neonatal Unit, The Prince of Wales Hospice, Yorkshire Air Ambulance and The Miscarriage Association. This year our chosen charity is The Well Women Centre a registered charity that provides holistic support to women and their families across the district of Metropolitan District of Wakefield.

On 7 April, Registration staff, their friends, family and colleagues attended a dinner at Wakefield Town Hall, played bingo, participated in the silent auction, belly dancing and assisted in drawing the winning raffle tickets for prizes donated by staff, family, friends, colleagues, approved marriage and civil partnership venues and other local businesses.

Also, each year our service donate 15 per cent of the fee of a Birth Registration Wallet paid for by our customers to our chosen charity which totals £515.30.

A bake sale and Tombola raised an additional £300 and we are  pleased to announce that we have raised a fantastic £2500 in aid of The Well Women’s Centre, Wakefield.

Contact us

Wakefield Register Office

Wakefield Town Hall
Wood Street
Wakefield
WF1 2HQ

0345 4 852 888