Chief Land Registrar's Report

Putting Things Right

We strive to provide a service in which our customers may have full confidence.
However, we do not always get it right first time and things do go wrong.

During the year, we received 3,594 complaints (up from 2,710). 90% were fully responded to within our five-day target (up 5%). The increase in complaints was due to a number of factors. A short period of industrial action by Telephone Services operators, now happily resolved, caused some disruption to our service. We also experienced some difficulties with postal deliveries during the year which, again, have now been resolved.

We welcome complaints since they identify gaps/deficiencies in service delivery and lead to improvements. We make it easy for people to contact the Agency Customer Service Manager if they have a complaint:

• Freephone 0800 015 8002
• customer.service@landreg.gsi.gov.uk
• Complaints Form
• Complaints procedure.

Customers are informed of improvements made in response to complaints, either directly, or through our customer newsletter, the short report on the results of the annual survey and in regular features in the Law Society Gazette. Our staff continue to develop their ability to identify complaints and we have made changes to working practices as a result of complaints received.