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.
Our performance report
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
We came and paid in person so never got an email confirmation that everything was okay - it would be helpful to get an email saying that everything was confirmed etc as I had last minute worries that the venue was double booked!
Where all matters relating to a customer’s ceremony are in order, an email is sent two weeks prior to the ceremony to confirm this.
I would have liked to have got married a little later in the afternoon but unfortunately 12.20pm is the last appointment you do in Pontefract on Saturdays
Couples are now able to choose a ceremony time between 11.30am and 4.30pm on Saturdays at Pontefract Registration Office.
The start time of the Citizenship Ceremony made it difficult to attend as I had children to collect from school
The Citizenship Ceremony is now held at 10am in Wakefield Town Hall. We have also used this an opportunity to invite local schools to attend and observe this significant ceremony.
We need more frequent citizenship ceremonies. I had to wait 1 month since approval to get a ceremony appointment.
The citizenship ceremony is intended to celebrate the significance of becoming a British citizen and welcome the new citizen into his or her community and must take place within three months of the applicant being informed that the application has been successful. Ceremonies are undertaken every 6 weeks. The number of attendees ranges from 10 – 20 maximum amount of attendees we can accommodate is 30. Offering more frequent ceremonies would dilute the number of attendees and potentially diminish the significance of the ceremony.
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.
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.
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.