Customer service information
Liverpool Registration Service is a statutory service provided by Liverpool City Council based at the Cotton Exchange, Old Hall Street and for the registration of births at Liverpool Women's Hospital. We are responsible for registering, holding the records and providing certificates of all births, deaths, marriages and civil partnerships that have taken place in Liverpool since 1 July 1837. We also provide a Nationality Checking Service and confer British Citizenship on new citizens.
If you have any contact with us you can expect our staff to be polite, helpful and professional. Our staff all wear name badges and uniform to help you identify them. If your request cannot be met we will always give a full explanation as to why we are unable to meet your requirements. If we are aware that somebody else may be able to help you we will provide you with their details.
If you telephone our office we aim to:
- answer your call promptly
- always give our name
- speak clearly and not use jargon
- use a polite and friendly tone
- if we have to call you back we will let you know when we will do this
- if we have to take a message for another staff member we will always give you their name
- if the Registration Officer you are calling is unavailable to take your call we will always provide an answerphone service
If you call into our office we will:
- greet you in a polite and courteous manner
- help you to complete an application form if you need us to
- see you within 10 minutes of your appointment time
- see you within 1 hour if you do not have an appointment to register a birth or death
- refer you to a Registration Officer within 30 minutes if our counter staff are unable to answer your query. If there is no one available Registration Officer will arrange to contact you at a later time.
- where possible deal with any complaints immediately or provide details of Liverpool City Council's 'Have your Say' scheme
If you wish to make an appointment we will aim to:
- offer a birth registration appointment within 10 working days
- offer a death registration appointment within 24 working hours
- make a provisional marriage/civil partnership appointment within 24 working hours
- offer a notice of marriage/civil partnership appointment within 10 working days
- offer a Nationality Checking Service appointment within 10 working days
- arrange for you to attend a Citizenship Ceremony within the guidelines specified by the Home Office
If you wish to purchase a copy of a certificate, for personal use, and you are able to provide full and accurate information, we will:
- provide the certificate within 1 hour if using our Express Service
- for personal applications at our counter, provide the certificate within 48 working hours
- for postal or email applications provide the certificate within 5 working days
- for family history searches, provide the certificate within 14 working days or send you a letter estimating the waiting time.
If you write or email our office for any other reason we aim to respond to you within 24 working hours.
If our staff attend your ceremony we will:
- always greet you in a polite and friendly manner, introducing ourselves by name
- always wear name badges and uniform to help you identify us
- conduct your ceremony in a professional manner in accordance with any instructions or requests you may give us
If you are unhappy with any aspect of our service you should ask to speak to a Senior Registration Office or Registration Service Co-ordinator who will be happy to resolve any issues. If you are not satisfied with our response you may use Liverpool City Council's 'Have Your Say' scheme.
Statistics
|
| October 2009 |
November |
December |
|
Number of certificates issued | 2392 | 2121 | 1261 |
| % of counter certificates issued within quoted time | 99% | 100% | 100% |
|
|
October | November 2009 |
December |
| Number of certificates issued | 592 | 511 | 320 |
| Number of searches conducted resulting in no certificate being produced | 79 | 84 | 31 |
|
| October 2009 | November 2009 | December 2009 |
| Number of birth registrations | 729 | 710 | 658 |
| Number of death registrations | 432 | 458 | 584 |
| Number of stillbirth registrations | 5 | 3 | 5 |
| Number of re-registrations of birth | 37 | 18 | 28 |
|
| October 2009 | November 2009 | December 2009 |
|
Number of notices of marriage | 248 | 257 | 206 |
| Number of ceremonies held at The Cotton Exchange | 51 | 24 | 42 |
|
Number of ceremonies held at approved premises | 41 | 18 | 18 |
|
| October 2009 | November 2009 | December 2009 |
|
Number of notices of civil partnerships | 8 | 12 | 10 |
| Number of ceremonies/registrations held at the Cotton Exchange | 3 | 2 | 4 |
|
Number of ceremonies/registrations held at the approved premises | 1 | 0 | 1 |
|
Nationality Checking Service & Citizenship |
October | November 2009 |
December |
| Number of adults and children using NCS | 161 | 152 | 130 |
| Number adults and children receiving British Citizenship | 168 | 140 | 74 |
|
Appointments and waiting times | October 2009 | November 2009 | December 2009 |
| Percentage of customers, attending on time for their appointment, seen within 10 minutes | 99% | 98.5% | 98% |
|
Numbers of customers failing to attend appointments | 147 | 125 | 101 |
| Number of customers without an appointment | 41 | 52 | 35 |
|
Number of customers attending without an appointment, waiting more than 60 minutes | 0 | 0 | 1 |
Download the results of our Customer Satisfaction Survey![(MS Word [26.5Kb] opens in new window)](/images/Word.gif)
held in July 2009
You can read a summary of the Register Office Business Plan here
You can read a quarterly summary of compliments, comments and complaints received here