Bereavement Services Service User Questionnaire 2013 (Quarter 1)

Service Users to provide feedback on service provided by Bereavement Services

1) General maintenance of Witton Cem below standard 2) Cremation service delayed due to pervious service overrunning at Lodge Hill Crem x 2 3) Charges for witness scattering of cremated remains too high. 4) 10 year Lease period for after cremation memorialisation too short. 5) Sound system at Lodge Hill crem was inadequate. 6) There should be groundsheets around the grave for the safety of the pall bearers and cleanliness of footwear. 7) Sending questionnaires out 7 days after the funeral is insensitive. 8) Graves too close at Quinton. 9) All FD should provide clients with a written statement concerning the cremation service times and the fees for overrunning. 10) Quinton Cem. Flowers following a burial were left under a tree. Gents toilets awful.

1) General maintenance of Witton Cem below standard This has been raised with the Grounds Maintenance client. 2) Cremation service delayed due to pervious service overrunning at Lodge Hill Crem x 2 Investigated and additional use of chapel fee charge applied as appropriate. Fad’s reminded of the need to keep to service times. 3) Charges for witness scattering of cremated remains too high. Fees and Charges are set in line with the corporate charging policy. 4) 10 year Lease period for after cremation memorialisation too short. Lease periods were reviewed and a decision was taken for the majority to remain as 10 year leases. Lease for sanctum memorials are longer than 10 years. 5) Sound system at Lodge Hill crem was inadequate. A new system has been installed. 6) There should be groundsheets around the grave for the safety of the pall bearers and cleanliness of footwear. Wallboards and grass mats are in use, groundsheets are unsuitable as they become slippery when wet. 7) Sending questionnaires out 7 days after the funeral is insensitive. Previous polls have established that this is the most appropriate time. 8) Graves too close at Quinton. Existing sections have graves are laid out on 4' centres. In response to larger coffins and prevailing ground conditions. New sections have graves laid out at 5' centres which provide more room in between graves. 9) All FD should provide clients with a written statement concerning the cremation service times and the fees for overrunning. A copy of Bereavement Services fees and charges is sent to FD’s following a change and they are available on the BCC website. FD’s are aware of the crematoria booking times. Service times were discussed at the FD meeting. 10) Quinton Cem. Flowers following a burial were left under a tree. Gents toilets awful. On investigation FD’s omitted to deliver flowers for the service and placed them nearby. Toilets are due to be refurbished.