LR Information Pamphlets

Performance Pledges 2018 / 2019

Our Vision

To be the best in all that we do.

Our Mission

To ensure secure, customer friendly land registration and information services.

To develop our human resources, information technology and service environment so as to ensure
improvement in service quality and value to our customers.

To advocate reform of Hong Kong's land registration system through introduction of title registration.

Our Values

Integrity - to customers, partners and colleagues we observe the highest ethical standards.
Excellence - we aim to excel in all that we do.
Respect - we show respect and trust to our customers, partners and colleagues.
Learning - we learn constantly from each other, from our partners, customers and comparable organisations elsewhere how to provide better services to the community.

Your Feedback

We welcome your comments and suggestions on our services and performance. Your comments and suggestions will help us serve you better. You may contact us through the following channels:

  • Calling our Customer Service Hotline: 3105 0000
  • Filling in a comment card available at our Customer Centre and any of our Search Offices

We hold the Customer Liaison Group Meeting regularly to update customers on our services and collect views for service improvement. If you would like to attend the Customer Liaison Group Meeting, please contact our Customer Service Manager at 2867 2707.

2018/2019 Performance Pledges

2018/2019 Performance Pledges
Service Type Service Standard Performance Target (%)
1. Registration of land documents 15 working days 92
 

(a)

From receipt of an instrument to updating the land register with the registered instrument ^; and

11 working days  
 

(b)

Completion of imaging and return of the registered instrument to the lodging party ^

4 working days  
2. Counter search of land registers 15 minutes 97
3. Supply of imaged copies of land records
 

(a)

Over the counter

  • Without oversized plans
15 minutes 97
   
  • With oversized plans
5 working days 97
 

(b)

Order via online services
(i) Collection in person
  • Without coloured plans
1 working day 97
   
  • With coloured plans
3 working days 97
   
  • With oversized plans
5 working days 97
    (ii) Delivery by post or courier
  • Without coloured plans
    • Orders placed before 6 pm
    • Orders placed after 6 pm or on Saturdays, Sundays & public holidays


1 working day

2 working days


97

97
   
  • With coloured plans
3 working days 97
   
  • With oversized plans
5 working days 97
4. Supply of certified copies of land records
 

(a)

Over the counter

  • Land registers
35 minutes 97
   
  • Imaged copies without oversized plans
35 minutes 97
   
  • Imaged copies with oversized plans
5 working days 97
 

(b)

Order via online services
(i) Collection in person
  • Land registers
1 working day 97
   
  • Imaged copies
    • Without oversized plans
    • With oversized plans
3 working days
5 working days
97
97
    (ii) Delivery by post or courier
  • Land registers
    • Orders placed before 6 pm
    • Orders placed after 6 pm or on Saturdays, Sundays & public holidays


1 working day

2 working days


97

97
   
  • Imaged copies without oversized plans
3 working days 97
   
  • Imaged copies with oversized plans
5 working days 97
5. Sale of Memorial Day Book (MDB)
 

(a)

Approval of MDB applications

2 working days 98
 

(b)

Delivery of MDB data files

1 working day 98
6. Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)
 

(a)

Approval of MMIM applications

2 working days 98
 

(b)

Delivery of MMIM data files

4 working days 98
7. Telephone Enquiry Services
 

(a)

Voice mail left during office hours

Return calls within 40 minutes after receiving the voice mail. 94
 

(b)

Voice mail left after office hours

Return calls before 10 am on the next working day. 94
8. Amendment of Registered Data
 

(a)

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

3 working days 94
 

(b)

Complicated Cases

10 working days 93
9. Registration of withheld instruments redelivered for registration 16 working days 92
 

(a)

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

12 working days  
 

(b)

Completion of imaging and return of the registered instrument to the lodging party

4 working days  
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. -
  ^ Excluding complicated cases and instruments withheld from registration