Most death registrations now done by phone

THE vast majority of grieving families are opting for telephone bookings – instead of face-to-face appointments – when registering the death of a loved one in Dumfries and Galloway. Traditionally, deaths had been registered at municipal buildings in Dumfries, or other council buildings such as Annan Town Hall or Castle Douglas Registration Office, writes Marc McLean. However, an increasing number of grieving relatives have been taking advantage of the telephone registration service. Councillors discussed the change at a recent meeting, where Ailsa Freeman, the council’s customer service manager, said: “The remote appointments for death registrations have actually been very well received and they sit around about the high 90 percent mark of an uptake. “Although we do offer face-to-face appointments, that’s something that we absolutely do in the registration service. It’s not a case of you can only have a telephone appointment. “We do offer face-to-face appointments, but we have found in our feedback that bereaved families actually find this an easier way to do it. They don’t have to get themselves into an office. They can do it from their home, or wherever, and we pick a time that suits them.” The council consulted with the public earlier this year, and got valuable feedback from residents. Locals emphasised the importance of maintaining face-to-face and telephone access, particularly for complex or sensitive enquiries. A customer service report revealed: “While respondents supported improvements to digital services, they were clear that digital access must complement, not replace, personal contact, underlining the strategy’s focus on balanced modernisation.”