Posted on: Friday 20 September 2024
A series of improvements have been made to the council’s cemeteries service following a public survey and internal review.
An online survey was carried out earlier this year to seek residents’ views on the way the council’s cemeteries service operates.
The survey was completed by 500 people, with around 30 per cent of respondents rating the overall standard of the service as good or excellent.
However, more than 40 per cent rated it as poor or very poor – raising concerns about the frequency of grass cutting at cemeteries, a lack of information about the service, and difficulties contacting staff.
Several changes have been implemented to address the feedback, including using staff more flexibly across the council to ensure the grass cutting schedule and other ground maintenance work is kept up to date.
The service has since received compliments from visitors and an overall reduction in complaints about the condition of the grass.
New signs and information boards have also been put in place in cemeteries, and advice and information available online has been updated.
Meetings have taken place with funeral directors and visitors to explore opportunities to work together to improve dialogue and information sharing, and to enhance the cemeteries environment.
Enquiries are being made to facilitate new bereavement support or counselling sessions at the Llwyncelyn Cemetery office, and staff are due to complete additional bereavement training.
While the survey showed the majority of respondents were happy with the council's grave personalisation policy, improvements have been made to the information and communications provided to grave owners. A review is to be carried out into how the policy is implemented, so bereaved families are better supported.
Cllr Mandy Owen, Executive Member for Environment, said: "I would like to thank everyone who took part in the survey earlier this year. Your views have been instrumental in helping to improve the service for bereaved families.
"I am pleased there has been a reduction in complaints, but one complaint is one too many. We will continue to listen to residents to ensure people visiting our cemeteries to pay respects to their loved ones get the service they expect.”
The survey showed the majority of respondents rated the experience they received during burials, especially the support they received from staff as good or excellent.
Torfaen Council is responsible for Blaenavon Cemetery, Panteg Cemetery, Cwmbran and Llwyncelyn Cemetery.