Decision details

Collection Appointments for Cemeteries & Crematorium Team through Customer Contact Centre

Decision Maker: Assistant Director Community Services

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


To allow customers to collect cremated remains or belongings following public health funerals. When undertaking public health funerals, if family are involved, there are remains or belongings to collect that families require or need to arrange the final resting place. Given the arrangements are made by ourselves, families are not connected to our contracted funeral director, which is how other families would arrange the remains. Therefore arrangements need to be made to collect them from us.

Financial/staffing/health & safety (incl virus transmission risks)/service delivery impacts/other risks and impacts considered:
Safe system of work in place within Contact Centre, agreed with Health & Safety and Public Health. Staff in Cemetery and Crematorium Team are happy to meet with public for occasional appointments, noting the systems in place within the Contact Centre environment.

Equality Impacts:
Not Applicable.


To agree to allow limited provision of families collecting items which are being held in the Cemetery Office from the Customer Contact Centre from Wednesday 5 August 2020.

Reason: To facilitate recently bereaved families in retrieving the remains and personal belongings.

Alternative options considered:

Looked at the idea of families collecting directly from the Crematorium but there is no office space there and would mean possibly meeting other funeral services. The set up in the Contact Centre enables individual meetings behind screens - this is not available on site, which would put on site more at risk.

Publication date: 24/11/2020

Date of decision: 05/08/2020