Consultation, feedback and performance indicators


Hartlepool Registration Service is committed to providing customers with high quality registration services at key times in their lives, reflected in the services provided by the service and the skill and dedication of staff.


Our mission statement

  • To deliver the service to national operational and statutory standards.
  • Make the best use of resources, being innovative and creative and seeking continuous improvement.
  • Provide services that give value for money and are based on best practice.
  • Put people at the heart of what we do and to value their views.
  • Involve and listen to our customers and be responsive to their needs.
  • Work with stakeholders to improve the customer journey.
  • Develop, support and retain staff who are highly skilled, valued and empowered to deliver our goals.


Customer Charter



Customer Engagement 

In order to meet our goals it is important to seek the views and experiences of all those people connected to our service including staff, stakeholders, customers and the public. 

Customer Engagement Strategy

Complaints, Comments and Compliments

2022-23 Customer Survey Results



Performance Indicators 

We monitor our performance against our service standards and targets on a monthly basis. 

Performance Indicators - 2023-24

Indicator  Type  Sample size  Target  National standard Achieved 
Waiting time for appointment

 Birth registration /declaration

 877  5 working days  95%  100%
   Death registration / declaration  650  2 working days  95%  100%
   Notice of intention to marry / form a civil partnership  394  10 working days  95%  100%