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