| 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.
Development Projects and New Services
Operations and Customer Focus
Performance Pledges
Customer Focus
Human Resources Development
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