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.
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