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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
We monitor regularly any change in legislation with regard to Death Certification etc and also provide advice and guidance on consultation in relation to these changes.

100%

100%

100%

To offer 13 service times daily at Dukinfield Crematorium (Monday to Friday)
On many occasions we exceeded our standard by providing more than 13 services in order to meet the needs of the bereaved.

100%

100%

100%

Carry out all Cremations on the day of the Service
Whilst the Code of Practice has been amended to allow for Cremations to take place the day after the funeral for 'Environment reasons' this Council is committed to carrying out all cremations on the day in which the funeral takes place.

100%

100%

100%

Arrange a Burial/Cremation within 5 working days (where required)
No family had to wait for more than 5 working days for their funeral to take place.

100%

100%

100%

Bury or Cremate a person within one working day if it is necessary
This could be for the following reasons:
- To protect the health of the public
- To meet religious requirements
- Because the coroner has requested it

100%

100%

100%

We will inspect and record the condition of every headstone in our cemeteries annually
Memorials to be tested 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% of complaints regarding Bereavement Services were responded to within 3 days - 2 days sooner than the set target.

100%

100%

100%

Make sure we keep our costs as low as possible while trying to improve the quality of the service we provide
We regularly benchmark our fees and charges with the 9 other Greater Manchester Authorities. We have implemented improvements to our Cemeteries within budget.

-

-

-

Ask our customers and other service providers for their opinion on our services annually
We have provided feedback from the results of our consultation, which is available on the Web and in various leaflets.

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
We review our training needs and aim to ensure all staff are equipped to carry out their role in a professional manner.

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
Contact by Post

Registrar's Office
Dukinfield Cemetery and Crematorium
Hall Green Road
Dukinfield
SK16 4EP
Contact by Telephone
0161 342 4461
Contact by Fax
0161 342 2140
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