Registrars - Ceremonies service

Closed 10 Jan 2021

Opened 2 Dec 2020

Contact

0207 361 4100

RBKCcustomerservices@rbkc.gov.uk

Feedback updated 3 Mar 2021

We asked

For your views on the RBKC Ceremonies Service, your expectations for your marriage or civil partnership ceremony and the associated fees, and how we could further develop our offer.

You said

Your reasons for having a ceremony with RBKC Registrars

  • The iconic location
  • The convenient booking process

What you valued most about your ceremony experience with RBKC Registrars

  • The customer service you received
  • The online booking process
  • The availability
  • The cost
  • The running of the day

What you felt could be improved

  • The communications leading up to the ceremony
  • The cost

When asked about a potential Premium Ceremony Offer, you thought this should include

  • The option to livestream your ceremony to guests
  • Meeting your registrar ahead of the day
  • A personalised ceremony

Your views on an independent celebrant ceremony

  • 44 per cent of respondents were not interested in using an independent celebrant
  • 21 per cent were interested in the idea of their registrar also performing an independent celebrant ceremony

Your views on ceremonies being delivered through a wholly owned trading company

  • 24 per cent of respondents were not supportive of the idea
  • 16 per cent of respondents would support this
  • 58 per cent of respondents did not know

We did

Resident and customer feedback and ideas have enabled us to create a forward plan of new service developments, to improve the customer journey and expand customer choice. This includes:

  • Developing a premium ceremony package for customers wishing to opt for a more tailored experience
  • Focusing on our customers’ pre-ceremony experience, including our communications
  • Further developing our own “celebrant” offer for customers wishing to have their ceremony outdoors or in alternative venues
  • Increasing the number of open day and walk-around events we host in Chelsea Old Town Hall, including virtual tours

We have also completed the prize draw that went alongside the survey, entering all those who submitted their contact details for that purpose. The lucky winner has been contacted and will receive a £100 discount for their upcoming ceremony planned for 2022!

Results updated 5 Mar 2021

Files:

Overview

Our Registration Services team, which carry out marriage and civil partnerships ceremonies, is looking to hear from couples about their expectations for their special day and their experiences of our ceremonies service as part of a new survey.

Those who submit their contact information with their survey response will also be in with a chance to win a £100 discount on a future ceremony. If you have already had your ceremony with us you could win a £100 refund.

We want to hear your feedback on:

  • the current service,
  • fees,
  • the option for added extras, like a rehearsal ceremony, choice of location or a live video stream
  • new ideas, such as independent celebrant ceremonies

The survey is open for people who have recently had a ceremony with us or are currently planning or thinking about marrying in Kensington and Chelsea. The findings will help us to make your special days even more perfect.

The survey will close on Sunday 10 January 2021 and the winner will be contacted after the closing date.

If you require help in translating the survey and/or language support for filling it in, please call the Registration Service general number on 0207 361 4100 between Monday to Friday - 9am to 5pm or email us at RBKCcustomerservices@rbkc.gov.uk to request assistance with this survey, and a conversation with an interpreter can be arranged.

Areas

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Interests

  • Registration Services (Registrars)
  • Consultations