Service

Customer Focus

The Land Registry has a dedicated Management and Customer Services Division that is responsible for planning and coordinating customer service.

Our established aims are:

• To ensure delivery of value-for-money quality services to customers;
• To reach out to customers and make the Land Registry readily accessible;
• To keep existing and prospective customers well informed of the Land Registry's services, activities and/or changes affecting them;
• To anticipate and understand customer needs and expectations;
• To ensure prompt and positive action to satisfy customers; and
• To promote a business-friendly Land Registry.

In 2003/04, the Customer Service Manager received over 18,250 commendations, enquiries, suggestions and complaints from our customers through the Customer Service Manager's Hotline and the Registry's website.

Every word of appreciation from our customers is passed on to the staff concerned. Their recognition has given us greater incentive to strive for even better quality service. We receive a wide range of enquiries daily covering legal, technical and procedural issues relating to our services and on statistics. Occasionally, we receive suggestions and complaints on our service delivery mode and time span. All enquiries, suggestions and complaints are recorded and analysed to help us continue to improve our services.

Customer Comment Cards and Suggestion Boxes are provided in all the offices of the Registry to collect feedback and suggestions from customers. The chart below shows the customer satisfaction rate drawn from the Comment Cards:

The Registry's website is another convenient and effective means for our customers to obtain information, make enquiries or provide feedback on our services.