Our Services

Charter for the Bereaved

The crematorium adopted the charter for the bereaved as part of the Institute of Cemetery and Crematorium Management (ICCM) standard of service in 2008. Since 2008 the crematorium staff and Board have worked tirelessly to continually improve the standard of service that it provides to all who have cause to use and visit the crematorium. In 2012 the Crematorium achieved the Gold Standard Award as part of the ICCM annual assessment process, and both the Award Certificate and the Charter Certificate are displayed in the Remembrance Hall. The Crematorium's strong commitment to the ICCM and Charter for the Bereaved ensures that a first class service is provided to bereaved families. The charter defines the rights of every individual who experiences bereavement, and sets the standard of service related to burial, cremation and funerals. Below is the South West Middlesex Crematoriums Charter for the Bereaved.

SOUTH WEST MIDLESEX CREMATORIUM BOARD CHARTER FOR THE BEREAVED

The Crematorium Board and Staff are committed to providing a first class service to bereaved families. The Guiding Principles and Charter for the Bereaved published by the Institute of Cemetery & Crematorium Management (ICCM) are being followed in order that this objective can be achieved.

This following explains more about the Charter and your rights.

Preface

The Charter for the Bereaved is intended to improve and update cemetery and crematoria services and related aspects of bereavement. The Charter was created in response to the Citizens' Charter initiative, which continues to be supported by all the major political parties.

The Charter is intended to define the rights of every individual who experiences bereavement. In achieving this aim, it also sets standards of service related to burial, cremation and funerals. It is a written statement of what can be expected and enables people to judge the quality of the service received.

Funeral Arrangements – You have the right .........

  • To be able to hold a burial or cremation service at a cemetery or crematorium.
  • To organise and conduct a cremation in a dignified and orderly manner, supported by competent, professional and caring crematorium staff.
  • To define the type of religious or secular format of the service, within the constraints of time and decency.
  • To define the type of music or other ceremony you wish to have at the service.
  • To choose the type and design of coffin, within the constraints of availability, regulations and safe materials.
  • To receive information on obtaining a coffin (biodegradable type) via your Charter member.
  • As executor (or next of kin) to be given the body by a mortuary, hospital, etc., in order to carry out a funeral without a Funeral Director.
  • To organise a funeral without the use of a Funeral Director.
  • To obtain a Family Arranged funeral leaflet from your Charter member describing how to arrange such a funeral.

Quality of Service – You have the right........

  • To inspect the crematorium under normal working conditions.
  • To be offered a Book of Remembrance memorial, set in a Hall of Remembrance. You must also be offered a designated place for floral tributes
  • To receive a prompt response to any form of communication with a Charter member, within published service standards.
  • To be given a table of fees upon request
  • To be made aware of all known environmental issues relating to bereavement services. Information will be available through the Charter and by direct contact with your local Charter member.
  • To receive a service that recognises your needs, without unfairness or discrimination.
  • To be shown a specified standard of grounds maintenance. Where standards fail to meet the specification, you have the right to complain.
  • To enter a cemetery or crematorium that is, as far as is reasonably practicable, without risk to your health and safety.
  • To be shown a copy of the authorities health and safety policy, risk assessments and procedural documentation on request.
  • To be given a list of regulations used by your Charter member.
  • To be given a written explanation why a particular regulation has been used to restrict or otherwise influence your rights. Where you remain dissatisfied, you can utilise the grievance procedure set out in the Charter.
  • To receive a quality service provided by trained and/or qualified staff. Where service standards fail, you have the right to question the level of expertise shown and to receive assurances regarding the ability of those involved.
  • To be given a copy of the “Guiding Principles of Burial and Cremation Services” by your Charter member.

To obtain more information about the Institute of Cemetery and Crematorium Management and the Charter for the Bereaved, you can go to the ICCM website at www.iccm-uk.com

South West Middlesex Crematorium . Hounslow Road . Hanworth . Feltham . Middlesex . TW13 5JH . Tel: 020 8894 9001 . click to email us >