Land Registrar's Statement, 2007
Highlights of 2006/07
Organization Chart of the Land Registry
Organization Structure
Management Structure
Services and Workload
Performance Pledges
Customer Service
Future Plan
Financial Objectives
Actual Performance
Fees and Charges
Service enhancement to the Integrated Registration Information System (IRIS)
Reducing stopped deeds
One-stop Stamp Payment and Registration
Property Information Hub
Future Plan
Customer Liaison Groups
Land Registry Joint Standing Committee
Land Registry Circular Memoranda
Land Registry News
Information Pamphlets
Customer Service Hotline
Corporate citizenship
Management Initiatives
Training and Development
Staff Motivation and Recognition
Staff Relations
Safe Workplace
Green Management and Environmental Improvement
Future Plan
Profit and Loss Account
Balance Sheet
Statement of Changes in Equity
Cash Flow Statement
Notes to the Accounts
The Land Registry 2005/06 Annual Report
Fourteenth Year in Review
The Land Registry Trading Fund
Vision, Mission, Values and Functions
Operations and Customer Service
Financial Management
Development Projects and New Services
Title Registration
Public Relations
Human Resources
Risk Management for IT Systems
Report of the Director of Audit
Financial Statements
Annex 2006/07 Performance Pledge
Home Contact Us Management Team Site Map
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Operations and Customer Service

Customer Service

Service is at the core of the Land Registry's mission. In the context of customer service, we will not hesitate to review, rethink and revamp the way we work so as to serve our customers better. We rely on many different relationships to deliver services successfully to the community. Our aim is to create partnerships of trust that help to give better service to all. We depend on our customers for feedback on the quality of our services and ideas for improvement. We listen carefully to them and seek solutions that help customers as well as achieve our objectives. We therefore have a number of communication channels, both formal and informal, helping us to maintain an open dialogue with our customers. We have 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.

PhotoWe value all customers' feedback as it provides vital information and valuable insights to help us make sure that we meet our customers' needs.

In 2006/07, the Customer Service Manager received over 190 commendations, suggestions and complaints from our customers through the Customer Service Hotline, Land Registry website, comment cards and letters.

Number of Commendations, Suggestions and
Complaints Received in 2006/07
Commendations 168
Suggestions 14
Complaints 11

Appreciation from members of public is passed on to staff who have provided excellent service. Public recognition gives all of us greater incentive to strive for even better quality service. Customers' suggestions and complaints are recorded, analysed and followed up to help us continue to improve our services.


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

Customer Saisfaction Rate


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