Land Registry Annual Report 2005/06
 
 


Comparison of pre-IRIS and post-IRIS Performance Pledges
 

Service Type Pre-IRIS Post-IRIS
2004/05 2005/06
Service Standard Performance Target
(% meeting service standard)
Actual Performance
(% meeting service standard)
Service Standard Performance Target
(% meeting service standard)
Actual Performance
(% meeting service standard)
  Registration of Instruments 20 working days 97 100 *18 working days 90 93
  Search of Land Records            
  “All Services” service 30 minutes 97 100 Replaced. All search outlets now offer “All Services” service - -
    at the Central Search
    Office
 
 
 
 
 
  Counter Search of 20 minutes 97 100 *18 minutes 95 100
    computerized land  
  registers
  Supply of Imaged Copies of Land Records            
  Over the counter            
  Without oversize plans 20 minutes 97 100 *18 minutes 95 100
  With oversize plans - - - #5 working days 97 98
  Order via electronic services            
  Collection in person            
    Without oversize
plans
½ working day 97 100 (Service standards changed, please see below) - -
 
 
 
 
    Without colour
plans
- - - #1 working day 97 100
 
 
     With colour plans - - - #3 working days 97 100
 
    With oversize plans - - - #5 working days 97 98
 
 
  Delivery by post or courier            
    Without oversize plans

Dispatch within 1 working day

97 100 (Service standards changed, please see below) - -
    Without colour
plans
           
 
      - Orders placed - - -

#Dispatch within 1 working day

97 100
        before 6:00 p.m.
 
 
      - Orders placed after - - - #Dispatch within
2 working days
97 100
        6:00 p.m. or on
        Saturdays, Sundays
        & public holidays
    With colour plans - - -

#Dispatch within
3 working days

97 100
    With oversize plans - - -

#Dispatch within 5 working days

97 98
  Supply of Certified Land Records            
  Over the counter            
  Computerized land ½ working
day
97 100 *1 hour 90 100
    registers
  Imaged copies 3 working
days
97 100 - - -
    without plans
  Imaged copies - - - #1 hour 90 100
    without oversize
    plans
  Imaged copies with   5 working
days
97 100 - - -
plans
  Imaged copies with - - - #5 working days 97 98
    oversize plans
  Order via electronic services            
  Collection in person            
    Computerized land 2 working
days
97 100 1 working day 97 100
      registers
    Imaged copies 5 working
days
97 100 - - -
      - Without oversize - - - #3 working days 97 100
        plans
 
      - With oversize plans - - - #5 working days 97 98
  Delivery by post or courier            
    Computerized land            
      registers
      - Orders placed   - - - #Dispatch within
1 working day
97 100
        before 6:00 p.m.
 
 
      - Orders placed after - - - #Dispatch within
2 working days
97 100
        6:00 p.m. or on
        Saturdays,  
        Sundays & public
        holidays
    Imaged copies without - - -

#Dispatch within
3 working days

97 100
      oversize plans
 
 
    Imaged copies with oversize plans  - - -

#Dispatch within 5 working days

97 98
 
 
  Sale of Memorial Day Book (MDB)            
  Approval of MDB 2 working days 97 100 2 working days 97 100
    applications
  Delivery of MDB Dispatch within
1 working
day
excluding Saturdays
97 100

Dispatch within
1 working day
excluding Saturdays

97 100
    diskettes by
    courier/counter  
    collection
 
 
  Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)            
  Approval of MMIM applications 2 working days 97 100 2 working days 97 100
 
  Delivery of MMIM diskettes by courier Dispatch within
6 working days excluding Saturdays at the beginning of the month
97 100

*Dispatch within 5 working days excluding Saturdays at
the beginning
of the month

97 100
 
 
 
 
 
 
  Telephone Enquiry Services            
  DAS Help Desk Successful connection to a live operator within
1 minute
95 100 Replaced by an interactive Customer Service Hotline with 24-hour access and answer by live - -
  •  All other enquiries Answered not later than the
5th ring
95 100 operator during office hours - -
  •  Voice mail left during - - - #Return calls within
60 minutes after receiving the voice mail
90 100
    office hours
 
 
 
 
 
  •  Voice mail left after - - - #Return calls before 10:00 a.m. on the next working day 90 98
    office hours
 
 
 
 
 
 

  *Enhanced Service Standard 
   #New Performance Pledge

 

 





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