Customer charter

In Hampshire, we aim to provide an efficient and effective registration service, delivered flexibly where possible, to meet the needs of the local community.

Our promise to you

• Whenever you contact the Hampshire Registration Service you will receive a high standard of customer care.

• Where it is possible to do so, you will be offered a choice when accessing our services. (on-line, in person, by telephone, in writing and at an office to suit you)

• Our staff will be polite and courteous and are entitled to expect the same from users of the service.

• Everyone who has contact with staff at a Hampshire Register Office will be requested to complete a customer feedback card, providing information which will assist us in further improving our services to you. Your views are important to us and your comments will be listened to,  taken into account and acted upon where possible.

• Registration law which affects you will be explained in plain language.

• We aim to treat everyone equally and make our facilities and services as accessible and available as possible.  In appropriate cases, we will arrange to visit you at home. If you are visiting one of our Register Offices, please advise us of any special requirements you may have in order that we might ensure any special provision, as appropriate, in advance of your appointment.

• We aim to give you an appointment to register a death within 2 working days, to register a birth within 3 working days or give a Notice of Marriage or Civil Partnership within 5 working days. Group Citizenship Ceremonies can usually be arranged within 30 days and private (individual) ceremonies within 5 working days.

• If information is available electronically we will offer to send you a link via e-mail rather than deal with unnecessary paper copies.

Our offices

• We are contactable by telephone, e-mail and by post.

• An appointment system is in operation in all offices. Our staff will always try to see you within 10 minutes of your appointment time. Delays are sometimes unavoidable but an explanation will always be given.

• Customers will be advised when making an appointment of the information or documents that will be required in order to complete the registration process.  If the necessary documents are not produced, it may be necessary to re-schedule the appointment.

• Customers without appointments will be seen at the earliest possible opportunity.

Our services

Our services are certified to the BSI ISO 9001–2000 Standard, meaning we have reached an internationally recognised standard of quality management.

• Your written communication with us will be dealt with promptly, usually within two working days of receipt.

• Straightforward copy certificate applications, successfully traced, will be  issued within five working days.

• Please be aware that some Register Offices are only open on a part-time basis and therefore ‘working days’ will be defined as the number of days when the office is open  In any event, we will always seek to answer your calls by diverting numbers to full time offices.

• We will take provisional bookings for weddings up to 2 years in advance for which a non-refundable booking charge will be made

• As a general guideline the time taken for an appointment will be:
  
  Birth registration - approximately 30 minutes
  Death registration - approximately 30 minutes
  Notice of Marriage - approximately 45 minutes (per couple), or 30 minutes for a single notice,  for marriages taking place within Hampshire (this includes a discussion about the ceremony) and approximately 30 minutes (per couple), or 15 minutes for a single notice, for marriages taking place outside Hampshire.
  Notice of Civil Partnership - approximately 75 minutes (per couple), or 45 minutes for a single notice, for Civil Partnerships taking place within Hampshire (this includes a discussion about the ceremony) and 60 minutes (per couple), or 30  minutes for a single notice, for Civil Partnerships taking place outside Hampshire.
  Civil Marriage Ceremony - approximately 45 minutes
  Civil Partnership Formation (basic signing)  - approximately 15 minutes
  Civil Partnership Formation (including ceremony)  -  approximately 45 minutes
  Citizenship Ceremony - approximately 60 minutes
  Nationality Checking Service - approximately 30 minutes for a single application - 60 minutes for a family application

• If you are attending the Register Office to register a birth, death, marriage or civil partnership you will be interviewed in private.

• The information you give us will be treated in the strictest confidence and will not be passed to anyone who is not entitled to it by law.

• Details of the services we offer are available on line.

Please be aware that not all services are available at every office.

How You Can Help Us

• Please ensure that you arrive on time for your appointment as late arrival can result in your appointment having to be re-scheduled.  If you are unable to keep your appointment, please let us know as soon as possible to ensure that we are able to reallocate the appointment to another person

• Please make sure you have all the information or documentation that you have been asked to bring with you to your appointment.

• Please take a moment to fill in the Customer Feedback card, it will help us to develop and improve our services for the future.

Registration  - The Hampshire Way

Committed to meeting the needs of individuals and their families