Customer service and operations

Accessibility and the promotion of choice

Our customers include everyone directly affected by our work: the legal profession, financial institutions and the general public. Customers can contact us in person, by telephone, fax, email and post.

Professional customers with credit accounts can access our services electronically through Land Registry Direct and through Telephone Services. Telephone Services for Wales specialises in Welsh place names and offers a Welsh-speaking voice.

The public can access our information electronically via Land Register Online to view/print copies of register entries (paying by credit/debit card) In 2004, we extended our service to provide access to title plans as well as registers.

Staff in our Customer Information Centres are trained to provide quality customer service for disabled customers and those with special needs.

• Customer Information Centres are audited for accessibility (and have access for wheelchair users)
• Staff can provide British Sign Language.
• For deaf or hard-of-hearing customers, we provide a textphone facility on a freephone number and welcome calls via Typetalk.
• We provide documents/guidance in a range of formats including Braille, large print and audio cassette.

We capture customer feedback questionnaire to assess demand for information in languages other than English and Welsh and have a database of staff able to speak other languages. We can supply information leaflets on our complaints procedure; about the information we hold; and how to obtain it in other languages on request.