Our customers

Land Registry's customer base is expanding as new services are introduced to a wider market. The core of our customers remains the solicitors, conveyancers and lenders who use our registration services on a regular basis. Other commercial interests and organisations are being drawn in by the development of e-conveyancing and our new commercial services, while increasing numbers of the general public are coming into direct contact with Land Registry through our websites and campaigns.

We're changing the way we interact with our customers by developing a segmentation approach that allows us to meet their needs better. In doing so we are building on a proud track record of customer service. Our 2006 customer survey tells us that 99 per cent of our customers are satisfied with Land Registry while our complaints scrutineer, the Independent Complaints Reviewer, praised our proactive response to customers' concerns.

As we've developed new services we've also developed new ways of communicating with our customers. Focus groups and opinion polls keep us informed about their responses to what we offer and what we propose to offer.

We offer training to customers at our local offices and through the Qualification in Land Registration Law and Practice. Early in 2006 our register development teams embarked on a programme of visits to regional countryside events to promote voluntary registration. And, in May, at the BBC Good Homes show in Birmingham we took our messages directly to a broad cross-section of the general public.