Chief Land Registrar's Report

Standards of Service

Every year, we publish targets and achievements, display them in Customer Information Centres and communicate them to practitioners' advisory committees. Every quarter, we issue speed of service targets to the legal press and institutions.

We provide performance information on our website, in our customer service newsletter (The Landnet) and update the results monthly on our Strategic Plan website.

We aim to:

• Answer all letters, other than complaints, within 5 working days
  If we can't give a full reply, then we will indicate the action necessary to complete the reply, a target date and the name and telephone extension of a contact. We responded fully to 93% of the 400,170 items of correspondence received within the target period (excluding 'holding' replies).
  
• Answer telephones within 30 seconds
  We answered 93.85% of calls within 30 seconds.
  
• See people without an appointment within 10 minutes
  We saw 98.8% of visitors within that time.