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.
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