Land Registry’s core business is the provision of its statutory services. In this it is a state monopoly. Despite this Land Registry treats its customers as though they have a choice. It treats all of its customers fairly and impartially and is committed to providing excellent service to all of its customers. The recommendations contained in this chapter are intended to build upon and not supplant these principles.
Land Registry’s customer base is expanding as new services are
introduced outside of the statutory framework to a wider market, and the ways in which Land Registry interacts with its customers are changing. To ensure services meet and exceed expectations, Land
Registry needs to develop a much greater understanding of its
customers and use that understanding to inform service development
and delivery. Land Registry should strive to exhibit the following
behaviours.
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We need to actively seek an understanding of our customer.
Clarity about who customers are, how they are defined and their
interests, needs, attributes and behaviours should be used as
the starting point for policy development and service delivery.
- We should build operations around the customer.
Key building blocks of the organisation – such as processes,
technology, facilities and infrastructure, people and organisation
and performance management – should support a focus on
delivering desired customer objectives.
- We should explicitly prioritise customer relationships.
Customer satisfaction should be managed, communications
delivered proactively and responsively and brand awareness
promoted.
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