Online Annual Review 2005/6

Accessibility and the promotion of choice

Our main customers tend to be from the legal profession or financial institutions although we do receive applications and enquiries from a range of other bodies and directly from the 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 2004/5, we extended this service to provide access to any deed referred to on the register as well as to the register and title plan.

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).
• Some members of staff can use 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 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 Chinese, Gujarati, Hindi, Punjabi and Urdu and other languages on request.