Customer Service and Operations

Consultation and involvement

We regularly consult our customers ; invite and welcome all feedback about our services. We use the website, annual customer survey, bi-monthly satisfaction surveys, user panels, customer discussion groups and Customer Information Centre questionnaires.

We held three major consultations during the year, on the Land Registration Rules, the Commonhold (Land Registration) Rules and e-conveyancing.

We have specific websites on e-conveyancing, the 10-Year Strategic Plan and new legislation where website visitors can participate in discussion groups and e-mail senior Land Registry staff.

Key Achievements
Results and Dividends
10-Year Strategic Plan and Objectives
-	Achievement of Key Performance Targets
Customer Service and Operations
-	Speed and accuracy
-	Customer satisfaction
-	Extended hours of service
-	Telephone services
-	Charter Mark
-	Public reporting and accountability
Service First
-	Standards of service
-	Open and full information
-	Consultation and involvement
-	Accessibility and the promotion of choice
-	Welsh language service
-	Putting things right
-	Independent Complaints Reviewer
-	Parliamentary Commissioner for Administration (Ombudsman)
-	Indemnity
-	Mapping
-	Land Registry Property Gazetteer
-	Project Acacia
Information Systems
Communications and Marketing
-	Marketing and Communication Group
Finance
-	Efficiency
-	Memorandum of Understanding
Human Resources
Land Charges and Agricultural Credits