Cumberland Registration Service - Customer Service Strategy

We will monitor our diaries at least weekly to ensure the service is able to operate within the legislative deadlines for Registration, that we can achieve our Key Performance Targets and meet with client expectations.  

We will ensure that if we face resourcing pressures we will prioritise our client's access to services and communicate clearly through our website, voicemail service and email receipt message what our temporary customer delivery timescales are.

We will monitor all available statistical information on a monthly basis at our management team meeting and seek to rectify any issues quickly.

We will meet our Proper Officer to discuss any geographic, local authority or political input that should be considered in our service accessibility for the year ahead.

We will offer our clients a choice of access options, which are currently:

• Online
• Email
• Telephone
• Face to face at our 6 service points

We will continue to strive to make more of our services accessible 24/7 online to meet with growing customer demand for this channel.

We will actively promote our services and reach out to our clients and potential clients through the following:

• Attendance at local venue wedding fayres and marketing events
• Production of a full colour luxury brochure promoting our ceremony services
• Our own internal ceremony website which will be kept regularly up to date.

We will perform an Impact Assessment under Cumberland Council policy where any significant changes are proposed regarding our service.

We will consider equality in everything we do as we strive to improve customer service for all irrespective of:

• Ethnic Origin
• Sex
• Age
• Marital Status
• Sexual Orientation
• Disability
• Gender reassignment
• Religious belief or non-belief
• Use of any language
• Nationality
• Responsibility for dependants
• Any other reason which cannot be shown to be justified