Monitoring our performance
We monitor our performance against our service standards and targets on a monthly basis.
Annual performance figures April 2018 - March 2019
Copy certificates
A certificate will be issued if the correct information and correct fee is received and the records are held at this office.
Target: 95% of certificate applications to be dealt with within 7 days of receipt.
Our performance:
Sample Size |
Performance 2018/19 |
Performance |
|---|---|---|
| 6,669 | 97% | 87% |
We did not meet our target in 2017/18 because, 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. However, after our records moved back on site in June 2018 we were able to get back to our normal high performance in this service.
In February 2019, the national target for this service was revised to: 95% of certificate applications to be dealt with within 15 working days of receipt.
Birth registration
Total births registered in the Manchester District 2018/19 - 16,863
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 2018/19 |
Performance 2017/18 |
| 235 days | 89% | 99% |
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 2018 - March 2019
2,208 births were registered at Trafford Register Office on behalf of Manchester Register Office. (Trafford residents whose babies were born in Manchester hospitals)
2,049 births were registered at Salford Register Office on behalf of Manchester Register Office. (Salford residents whose babies were born in Manchester hospitals)
1,097 births were registered at Bury Register Office on behalf of Manchester Register Office. (Bury residents whose babies were born in Manchester hospitals)
579 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 2018- March 2019 - 5,245
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 at the Register Office:
| Sample Size | Performance 2018/19 |
Performance 2017/18 |
| 235 days |
Deaths - 93% |
Deaths - 98% |
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 2018 - March 2019 - 4,974
Total civil partnership notices April 2018 - March 2019 - 58
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 European Economic Area (EEA) National.
Our performance:
| Sample Size | Performance 2018/19 |
Performance 2017/18 |
| 235 days | 97% | 91% |
Complaints figures April 2018 - March 2019
- Complaints answered within 10 working days (Target 100%) - Actual 100%
- Total number of complaints upheld - 2
Customer satisfaction 2018/19
A customer satisfaction survey was carried out between 22 January and 31 March 2019. 141 responses were received.
The results of this survey were:
Overall satisfaction with the service
| Excellent | 86% |
| Good | 13% |
| Satisfactory | <1% |
| Poor | <1% |
Was it easy to find information about the service?
| Yes | 95% |
| No | 5% |
Was the date and time of your appointment convenient for you? (for appointments other than ceremonies)
| Yes | 95% |
| No | 5% |
Were you able to have your ceremony on the date you wanted?
| Yes | 100% |
| No | 0% |