Services and Operations
Customer Services
The Management and Customer Services Division of the Land Registry is dedicated to the planning and coordination of customer services for promoting service excellence to meet rising public aspirations. We make use of various channels to liaise and communicate with our customers for improving our services.
Liaison with Customers
Land Registry Joint Standing Committee
The Land Registry Joint Standing Committee, comprising the Land Registrar, her senior management team and representatives of the Law Society of Hong Kong, meets regularly to discuss and exchange views on land registration matters, the Land Registry's services provided to the legal practitioners and implementation of the title registration system. External membership of the Committee is at Annex II (a).
Customer Liaison Groups
The Land Registry maintains regular liaison with customers through two Customer Liaison Groups (private and public sectors) to facilitate customers' understanding of the department's latest policies, services and procedures, to exchange views on operational and service delivery issues, and to respond to customers' feedback.
The private sector group comprises representatives from the legal community, professional bodies and trade associations while the public sector group comprises representatives from Government departments and public bodies. External membership of the private sector and the public sector groups is at Annexes II (b) and (c).
Visitors
The Land Registry maintains close relationship with its local, Mainland and overseas associates. In 2011/12, we received four delegations comprising 73 visitors from Hong Kong, Mainland China, Korea and the USA. During the visits, we introduced our services and operations and shared experience with our visitors. We made good use of the opportunities to gain knowledge on best practices elsewhere.
Seminar on “Common Reasons for Withholding Instruments from Registration”
The Land Registry delivered a seminar on “Common Reasons for Withholding Instruments from Registration” for the Law Society of Hong Kong on 26 May 2011. The seminar included a discussion on the points to note to avoid common errors in preparing memorials and a briefing on the “Memorial Form Easy Guide” and the use of the e-Memorial Form. The seminar offered a valuable forum for sharing of experience on land registration practices between the Land Registry and the practitioners.
Talk on “Title Registration in Hong Kong”
A talk on “Title Registration in Hong Kong” was delivered to the Hong Kong Institute of Housing on 10 June 2011. The talk introduced the special features of the existing deeds registration system under the Land Registration Ordinance and the future title registration system under the LTO and provided updates on the developments since the enactment of the LTO. It also covered the public information and education programmes that had been organised in preparing for the implementation of the title registration system. The talk provided a good opportunity for both the participants and speakers to exchange views on the LTO.
Seminar on “IRIS Online Services and Its Enhancements”
The Land Registry delivered a talk to over 300 estate agents at a seminar on 6 July 2011 organised for the Estate Agents Authority. The talk included a presentation on the functions of IRIS Online Services and its latest enhancements. The enhanced functions and the new free browsing service of the online version of the Street Index and the New Territories Lot/Address CRT were demonstrated. The seminar has proved to be a useful platform for updating practitioners and collecting views on our services.Communication Channels
Land Registry Circular Memoranda
In 2011/12, we issued two Land Registry Circular Memoranda to update stakeholders of our new initiatives and the launch of improved services.Land Registry News
The 2011/12 issue of the Land Registry News was released, in electronic format, to keep our customers updated on the Land Registry's events, improvement initiatives and service enhancements.
Information Leaflets
Two information leaflets were updated during the year to provide latest information on our services.
Press Releases
We issue press releases to announce the Land Registry's latest service updates and the regular statistics of land registration and land search to keep the public abreast of the Land Registry's services and the property market conditions.
Customer Service Hotline
Our Customer Service Hotline equipped with an Interactive Voice Response System (IVRS) offers a whole range of information through the recorded messages and manned operator service. Through collaboration with the Efficiency Unit's 1823 Call Centre, our operator enquiry service is provided 24 hours a day.
Land Registry's Website
During the year, there were over five million visits (70% in the Chinese language and 30% in the English language) to the Land Registry's website.
Customer Service Survey 2011/2012
With a view to gauging customer satisfaction level of the Land Registry's services and collecting views on new service initiatives, the Land Registry commissioned a consultant to conduct a comprehensive customer service survey during September to October last year. The survey included telephone interviews, field surveys and postal questionnaires. The feedback from respondents was positive and encouraging. The overall satisfaction rate for our services is 87%.
Awards
Civil Service Outstanding Service Award Scheme 2011
The Land Registry was honoured with the Bronze Award of the Service Enhancement Award (Small Department category) of the Civil Service Outstanding Service Award Scheme 2011 organised by the Civil Service Bureau. Our commitment to promoting a quality service culture and pursuing continuous service improvement has once again been recognised.
The Ombudsman's Awards 2011
The Land Registry shared the joy of our Customer Service Manager, Mr. POON Fai-yiu, Kenneth for having been honoured with the Ombudsman's Awards 2011 for Officers of Public Organisations. We are proud of Mr. Poon's dedication and professionalism in delivering high standard of customer service and fostering a positive service culture in the department.
The Secretary for the Civil Service's Commendation Awards 2011
The Land Registry extended our warmest congratulations to our Clerical Officer, Miss NG Lai-ling, who was awarded with the Secretary for the Civil Service's Commendation Awards 2011 for her consistently outstanding performance and firm commitment towards customer service.
International Mercury Awards 2011/12
The Land Registry Trading Fund Annual Report for 2010/11 won the Bronze Award in the category of Government Agencies & Offices of the 25th Anniversary International Mercury Awards. There was a total of over 790 entries from 21 countries. The award is an acknowledgement of our achievement and serves as a positive motivation for our continual pursuit of quality in our annual report production.