2. General service standards and communication
2.1 Staff conduct and professionalism
Our Bereavement Services staff are trained to offer a sympathetic, dignified, and accessible service to all users footnote one. A core aspect of this commitment involves ensuring that all staff engaged in operating cremators are suitably trained in both technical and ethical procedures, holding certifications as specified in Process Guidance Note 5/2 (12) or any subsequent guidance issued by the relevant government department.
This rigorous approach to training and certification goes beyond a general statement of empathy; it underscores a professional standard of care and technical competence that is crucial for ensuring procedural integrity, safety, and adherence to regulations in such sensitive operations.
This provides an additional layer of reassurance to bereaved families that services are not only delivered with compassion but are also expertly managed and fully compliant with all necessary standards. We are committed to ensuring all staff consistently act with respect and collaborate to create and maintain a dignified atmosphere of reverence throughout all proceedings footnote four.
2.2 Cemetery and Crematorium opening hours
The working cemeteries (City, Dundonald, Knockbreda and Roselawn) and the Gardens of Remembrance at the City of Belfast Crematorium are open to the public 365 days a year.
While this ensures consistent availability, specific daily opening and closing times for each cemetery may vary seasonally to facilitate maintenance and ensure public safety.
To provide precise and actionable information, we display specific times clearly at the main entrances to each site. We publish opening times on our cemeteries page. This detailed approach to communicating access times prevents potential frustration and enhances the overall visitor experience, moving beyond a general promise to practical, day-to-day accessibility.
2.3 Correspondence and enquiries
Bereavement Services aim to reply by email or post to all correspondence received within five working days. Recognising the urgent and often emotional nature of many enquiries related to bereavement, we will answer phone calls promptly.
While a specific time target may not be universally applied, the emphasis on promptness for telephone inquiries demonstrates a deeper understanding of the immediate needs of bereaved individuals.
This commitment enhances responsiveness and empathy, extending beyond formal written communication to address urgent concerns directly and efficiently.
2.4 Fees and charges
All current fees and charges for Bereavement Services are published on our burial and memorial fees page. We review our fees annually. Any changes to fees will apply from 1 April.
To enhance transparency and accessibility, we can provide a printed page of our fees and charges on request. This caters to diverse user needs, including those who may prefer a physical document or face challenges navigating websites, ensuring critical financial information is readily available through multiple channels.
Footnotes
Footnote one. Charter for the bereaved (link opens in new window) published by Chesterfield Borough Council, accessed on 24 June 2025.
Footnote four. Bereavement Support Service Standards (link opens in new window), accessed June 24, 2025.
