Our Service Standards
Office hours
- Monday to Saturday - 9am to 4pm
- Sunday / Public Holidays - 10am to 1pm and 2pm to 4pm
Reception services
- Trained staff offering guidance at all times
- 24 hour automated booking
- Answering machine
- Electronic mail
- Vending machines - food and drink
Garden of Remembrance opening times
- April to October: Monday to Friday - 8am to 6:30pm
- Saturday/Sunday/Public Holidays: 9am to 6:30pm
- October to March: Monday to Friday - 8am to 5pm
- October to March: Monday to Friday - 9am to 4:30pm
Car parking
- Capacity for 150
- Traffic control as required
22 Chapel times per day Monday to Friday
- 9am start
- 4pm last service
- 40 minute duration
- Additional time bookable
- Memorial service only
Saturday / Sunday / Public holiday cremation services
(subject to staff availability)
- Saturday - 9am to 3pm
- Sunday/Public Holidays - 10am to 2pm
Chapel capacity
- 120 seats North Chapel
- 50 seats North Chapel
Service content
- Interdenominational
- Non-religious
- Digital music system
- Organist
Tribute facilities
- Flower terrace
- Donation on funeral director direction
- Flower disposal on third morning after funeral at 8am
Cremation facilities
- All performed within 72 hours of funeral service
- Outsize coffins accommodated
- Witness charging of coffins available
- Witness disposal of cremated remains available
- Despatch of remains to designated destinations
- Receipt / dispersal from other crematoria
- Retention of cremated remains
- Cremations at short notice at any reasonable time
Meeting people's needs
- Wheelchair access to all areas
- Induction loop in chapels
- Designated WC onsite
- Wheelchair available
- Clear signage
- Provision of funeral service in Braille
- Provision of popular hymns in Braille
- Signing at cremation services
- Hindu service books
Memorial literature
- Accurate content
- Sympathetic to needs
- Distribution after cremation
- User-friendly application forms
- Website
Memorial facilities
- Book of Remembrance
- Digital Book of Remembrance
- Vases for use in Book of Remembrance Chapel
- Replica cards: minibooks
- Leather panel: cloister wall plaque
- Rose Bushes: Shrubs or trees
- Garden Seats: subject to availability
- Dedicated Hymn books
- Garden Memorial and Bulb Scheme
Garden of Remembrance maintenance standards (growing season)
- General maintenance / clearance and replacement to agreed monthly programme
- Woodland areas mown as required
- Roses pruned twice yearly
- Roses sprayed twice weekly during growing season
- Beds maintained weed free
- Benches cleaned as required
- Benches stripped and preservative applied
- Memorials checked for condition (ongoing)
- Notification system in place for poor memorials
- Notification system in place once memorial replaced
Communication with funeral directors and religious and non-religious officiates
- Conduct annual survey
- Provide regular updates on standards and performance
- Issuing of Service Level Agreements
- Conduct an annual meeting
- Guided tours by arrangement
Communication with the public
- Memorial literature at selected distribution points
- Guided tours by arrangement
General correspondence
- Replies within three working days
Complaint handling
- Acknowledgement same day
- Resolve within one week
- Exceptional circumstances within one month