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Cremated Remains Policy

Waterhouse Funeral Directors & Heathfield Funeral Directors

Trading Division of West and Coe Limited

1. Receiving & Recording of Cremated Remains

  • Collection: Cremated remains are normally collected from the crematorium by our staff within 5 working days of the cremation taking place.
  • Transportation: The remains are transported back to the specific Waterhouse or Heathfield office that arranged the funeral.
  • Registration: Upon arrival, all remains are logged in a Cremated Remains register detailing the full name of the deceased, date and location of cremation, cremation number, and the collecting staff member’s name.
  • Storage: The remains are placed in secure storage in date order.
  • Notification: The applicant for cremation is contacted within 5 working days from the date of collection to confirm receipt and discuss options.

2. Management & Release of Cremated Remains

  • Identification Integrity: Only one person is cremated at a time, and a robust identification process ensures the correct remains are always returned to the family. Each container is clearly marked with identifying information.
  • Release Authority: Remains are only released to the original applicant for cremation or a person they have authorised in writing or via a telephone call verified by our office.
  • Verification: Photographic identification is requested upon collection to confirm the identity of the person collecting the remains.
  • Documentation: A cremated remains release form is completed in full and filed with the funeral record at the time of collection.
  • Splitting Remains: If remains are split into multiple containers (e.g., for keepsakes), both containers are clearly marked with identifying information and labelled “1/2” and “2/2”.

3. Options for Final Disposition

During arrangements, the following options are discussed with the client:

  • Scattering at a cemetery, crematorium, or churchyard.
  • Burial in a cemetery, crematorium, or churchyard plot.
  • Retention by the family in a provided casket, urn, or other container.
  • Memorialisation: Using a small portion for memorial items such as jewellery.
  • Repatriation (transporting remains out of the UK).

4. Unclaimed, Lost, or Damaged Cremated Remains

  • Unclaimed Remains: Initial storage is provided free of charge for up to 3 months. If remains are unclaimed after this period, we will make all reasonable attempts to contact the applicant. If an extended storage period is requested and agreed, this will be logged on our system;
  • we reserve the right to apply an annual storage fee for long-term retention.
  • Long-Term Abandonment: If remains remain unclaimed for more than 12 months, and the applicant cannot be reached after multiple recorded letters, we reserve the right to arrange a respectful, lawful, and documented final disposal (such as scattering in a consecrated garden of remembrance) in accordance with SAIF guidelines.
  • Lost Remains: In the highly unlikely event that remains cannot be located, the crematorium will be contacted immediately to confirm the collection receipt trail. All business premises and vehicles will be thoroughly searched. If a loss is confirmed, the applicant will be notified immediately and support will be provided by our Senior Management Team to establish a formal resolution plan. If further independent support is required, the National Society of Allied & Independent Funeral Directors (SAIF) can be contacted.
  • Damaged Remains: If an ashes container is damaged whilst in our care, it will be replaced immediately with an identical or superior container at no cost to the family.

5. Recording Actions

All actions involving cremated remains, including scattering dates and times, are logged in our digital diaries, job sheets, and the funeral manager system to maintain a permanent record.

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