The Land Registry Annual Report 2010/11

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Annex I

(a) 2010/11 Performance Pledges

Service Type

Service Standard

Performance Target
(% meeting service standard)

Actual Performance
(% meeting service standard)

Working Day(s)

Minutes

1. Registration of land documents

15(a+b)(See Note 2)

92

99

(a) From receipt of a deed to updating the land register with the registered deed(See Note 1); and

(a) 11(See Note 2)

(b) Completion of imaging and return of the registered deed to the lodging party(See Note 1)

(b) 4

2. Counter search of computerised land registers

15

97

100

3. Supply of imaged copies of land records

(a) Over the counter

(i) Without oversize plans

15

97

100

(ii) With oversize plans

5

97

100

(b) Order via online services

(i) Collection in person

• Without colour plans

1

97

100

• With colour plans

3

97

100

• With oversize plans

5

97

100

(ii) Delivery by post or courier

• Without colour plans

— Orders placed before 6 pm

1

97

100

— Orders placed after 6 pm or on Saturdays, Sundays & public holidays

2

97

100

• With colour plans

3

97

100

• With oversize plans

5

97

100

4. Supply of certified copies of land records

(a) Over the counter

(i) Computerised land registers

50

97

100

(ii) Imaged copies without oversize plans

50

97

100

(iii) Imaged copies with oversize plans

5

97

100

(b) Order via online services

(i) Collection in person

• Computerised land registers

1

97

100

• Imaged copies

— Without oversize plans

3

97

100

— With oversize plans

5

97

100

(ii) Delivery by post or courier

• Computerised land registers

— Orders placed before 6 pm

1

97

100

— Orders placed after 6 pm or on Saturdays, Sundays & public holidays

2

97

100

• Imaged copies without oversize plans

3

97

100

• Imaged copies with oversize plans

5

97

100

5. Sale of Memorial Day Book (MDB)

(a) Approval of MDB applications

2

98

100

(b) Delivery of MDB data files

1

98

100

6. Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)

(a) Approval of MMIM applications

2

98

100

(b) Delivery of MMIM data files

4

98

100

7. Telephone enquiry services

(a) Voice mail left during office hours

Return calls within 60 minutes after receiving the voice mail

92

100

(b) Voice mail left after office hours

Return calls before 10 am on the next working day

92

100

8. Amendment of Registered Data

(a) Simple cases (i.e. Rectification of land registers based on Memorial information)

3

90

99

(b) Complicated cases

10

90

99

9. Registration of withheld deeds redelivered for registration

16 (a+b)

90

99

(a) From receipt of a withheld deed redelivered for registration to updating the land register with the registered deed; and

(a) 12

(b) Completion of imaging and return of the registered deed to the lodging party

(b) 4

10. Handling of suggestions/complaints

Replies to suggestions or complaints will be sent within 10 calendar days of their receipt. If this is not possible, an interim reply will be sent within this period.

—

—

Note 1: Excluding deeds withheld from registration

Note 2: Enhanced service standard