Oldham recognised as one of the country’s best-performing registration services with top ratings in national review

Oldham Council’s Registration Service exceeds national targets for birth and death registration, regularly performs above local, regional, and national averages, and maintained 100 per cent appointment availability throughout 2025/26, so residents could access appointments when they needed them, according to national assurance review by the General Register Office (GRO).

The GRO review recognises the service’s strong overall performance, describing it as a “highly effective and well managed service, delivering excellent performance across all statutory registration functions.” Oldham achieved the highest available rating of Satisfactory in two of the three areas assessed: service delivery performance and Public Protection and Counter Fraud (PPCF). The third area, certificate stock and security was rated Moderate.

The findings highlight a well-managed service that combines strong performance with a clear commitment to resident focus, safeguarding, compliance, and continuous improvement.

Throughout 2025/26, Oldham maintained 100 per cent appointment availability across all registration service areas, ensuring resident could access appointments when they needed them. During the assurance period, the service achieved a 99 per cent birth registration performance rate, exceeding the national target of 98 per cent, and a 96 per cent death registration performance rate, above the national target of 95 per cent. The service also achieved or exceeded almost all of the GRO’s Key Performance Targets.

Oldham was among the first local authorities to undergo the GRO’s revised assurance process and the first in the North West to take part. The Council volunteered to be an early participant, reflecting its confidence in the service’s performance and its commitment to learning from independent scrutiny. The review highlighted that Oldham regularly exceeds GRO performance targets and regularly performs above local, regional and national averages.

Beyond its performance figures, the review recognised the strength of the team and the arrangements that support a reliable service for residents. A resilient, multi-skilled workforce enables staff to work flexibly across different areas of registration, supported by training and development opportunities. The review also highlighted strong safeguarding arrangements, including established links with Adult and Children’s Safeguarding Services, and processes to identify and respond to concerns.

Robust business continuity planning was another key strength, helping the service prepare for disruptions and maintain operations. The review also confirmed that all certificate stock was accounted for and that records matched those held by the GRO. Overall, the review found a service committed to compliance and to meeting residents’ needs while maintaining its statutory responsibilities.

The review rated Stock and Security as Moderate, identifying areas where further improvements could be made. The Council has strengthened its monitoring arrangements and implemented quarterly stock checks as part of its ongoing work to maintain robust controls.

Fran Lautman, Assistant Director of Customer Experience, said: “We are incredibly proud of the outcome of this review, which recognises the strength of our Registration Service and how well it performs for residents. Achieving the highest rating in two of the three areas, while consistently exceeding national targets, is a testament to the hard work our registrars put in every day and their unwavering focus on residents.

“Resident focus is at the heart of everything we do. Our team supports residents through some of the most important and emotional moments in their lives. They may be helping a family through the registration of a death one moment and supporting a couple on their wedding day the next, always delivering the same high standard of care, compassion and service.”

Fran added: “We welcome the opportunity to have our service independently assessed and to build on what is working well. We have already acted on the recommendations, and we will continue to work with the GRO to maintain our strong performance, uphold our statutory responsibilities and make sure that residents maintain at the centre of the service we provide.”

An action plan has been agreed with the GRO and will be monitored by the Proper Officer and Superintendent Registrar throughout 2026/27.