Our Standards of Customer Service 2019-2020
Bereavement Services
View Environmental Services' Service Standards
It is important that you know what standard of service to expect from us and what to do if things go wrong. We aim to:
| Service Standard | Target 2018/19 |
Success Rate |
Target 2019/20 |
|---|---|---|---|
|
Answer all telephone calls within 4 rings (10 seconds). |
Information not available due to being an "out-station" |
Information not available due to being an "out-station" |
100% |
|
Respond to all service requests within the agreed timescale. |
100% |
100% |
100% |
|
Provide trained staff who are polite and courteous (Staff Customer Care Training). |
100% |
100% |
!00% |
|
Treat all personal information with respect and confidentiality, providing private interview arrangements where necessary. |
Private interview rooms available. |
||
|
Provide translation and interpretation facilities when needed. |
We continue to provide the full range of translation services. |
||
|
Arrange home visits for those who are housebound or disabled. |
We continue to provide home visits on request. |
||
|
Deal with any complaints about our service according to the Council's complaint procedure. |
100% |
100% |
100% |
|
Meeting our Legal Responsibilities |
100% |
100% |
100% |
|
To offer 13 service times daily at Dukinfield Crematorium (Monday to Friday) |
100% |
100% |
100% |
|
Carry out all Cremations on the day of the Service |
100% |
100% |
100% |
|
Arrange a Burial/Cremation within 5 working days (where required) |
100% |
100% |
100% |
|
Bury or Cremate a person within one working day if it is necessary |
100% |
100% |
100% |
|
We will inspect and record the condition of every headstone in our cemeteries annually |
100% |
100% |
100% |
|
Offer a comprehensive Memorial Service and make sure the Cemetery Gardens and Dukinfield Cemetery Book of Remembrance Room are open to the public 365 days a year |
100% |
100% |
100% |
|
Respond to all requests for information within 3 working days and all complaints within 5 working days |
100% |
100% |
100% |
|
Make sure we keep our costs as low as possible while trying to improve the quality of the service we provide |
- |
- |
- |
|
Ask our customers and other service providers for their opinion on our services annually |
Consult 3 groups of users |
3 Groups consulted |
Consult 4 groups of users |
|
Provide trained staff that offer a sympathetic, dignified and above all accessible service to all our customers |
100% identified training carried out |
75% |
100% |
Other Key Achievements
- We retained "The Charter for the Bereaved" issued by The Institute of Cemetery and Crematorium Management.
- We retained The Green Flag Award for Denton Cemetery
- Opened a Woodland burial section
- Awarded a £400k contract to local company following procurement in Europe
- We completed footpath repairs at Mossley & Droylsden Cemeteries.
- We continue to take a lead role in the Greater Manchester Bereavement Services AGMA Group.
- Provided a plasma screen and speaker system to the annex at Dukinfield Crematorium to enable an additional number of mourners to be involved in the service.
- We are continuing to update our burial and cremation records and making them available on the web.
- Carry out consultation exercises in accordance with the Division's Quality System.
Contact information
Dukinfield Cemetery and Crematorium
Hall Green Road
Dukinfield
SK16 4EP