About our services

Land Registry service standards detail how we deal with customers and applications received.

Applications

We aim to deal with all applications without making any mistakes. If we do make a mistake, we will try to put it right as soon as possible.

We aim to deal with all information services applications within three working days.

We aim to deal with all registration services applications within five weeks.

We will not approve supporting evidence for an application before we have received the application.

Written correspondence

We aim to reply to written correspondence and emails within five working days. If we cannot do this, we will write to explain why and tell you when you can expect a reply.

This standard does not apply to requests for information under the Data Protection Act (DPA) or Freedom of Information (FOI) Act. We will respond to DPA requests within forty calendar days and we will respond to FOI requests within twenty working days.

Phone calls

If you call us, we will try to answer your question straight away. If we cannot do this, we will contact you within five working days with a reply, or tell you when you can expect one.

Textphone and Minicom users can contact us using the text relay service. Use the 18001 prefix followed by the number.

Support forum

We aim to respond to posts on our support forum within two hours during service hours (9am to 5pm on weekdays) and within one working day outside of service hours (weekends and overnight).

The forum is hosted and supplied by Get Satisfaction, a third party service provider. Before joining, you should read their terms of service and privacy policy.

By using the forum you agree to our discussion policy.

Visits

Land Registry information and services are available online and by post, so it may not be necessary to visit one of our Customer Information Centres.

If you do need to visit us, you must make an appointment, giving at least 72 hours notice. We aim to see visitors with an appointment at the appointed time.

Advice

We offer advice as part of our application handling process and through customer support and publications.

We only provide factual information and impartial advice about our procedures:

  • factual information includes official copies of registers, title plans, searches, forms and fees.
  • procedural advice includes explaining how the land registration system works and how to make applications

If there’s a problem with your application, we can give advice as to the nature of the problem and what options may be available to put it right, but cannot advise on what action to take.

We do not give legal advice and cannot recommend a professional advisor, but can explain how to find one.

We only provide advice about real cases, not theoretical circumstances. We will not express a view on questions where the law is complicated or unclear, unless the question arises on a live registration application.

In giving advice, we will avoid any conflict of interest and recognise that others may be affected by what we say.

Alternative formats

We offer some information in alternative formats, such as audio tape or large print. Let us know if you need information in an alternative format and we will do our best to help.

Suggestions or compliments

Suggestions for improvements will always be considered, but may not be possible for us to implement.

Any compliments received will be passed on to the staff concerned.

Complaints

If you feel unhappy with the way in which we have dealt with you, we want you to let us know so that we can put matters right, if we can. If we have got something wrong, your complaint will also give us a chance to try to improve our service for all our customers.

We will not discriminate against you and will remain impartial in investigating your complaint. We will:

  • acknowledge your complaint on the same day it is received
  • give you a contact name and telephone number
  • review your complaint and usually send you a full response within 5 working days
  • tell you within 5 working days if they need more time to respond to your complaint

Read more about our complaints procedure.

Action through court

If you have a grievance with Land Registry that cannot be resolved through our complaints procedure and you are considering court action, you should:

Unreasonable behaviour

We treat all customers with courtesy and respect and expect our staff to be treated in the same way.

Some examples of unreasonable behaviour are:

  • use of threats, verbal abuse, racist or sexist language, derogatory remarks, or other offensive terms
  • unsubstantiated allegations
  • refusing to accept our procedures by demanding to only communicate with certain senior members of staff
  • contacting different members of staff or making repeated requests with the motive of receiving a different response to what has been stated
  • persistently contacting us on matters which are either outside our remit or over which we have no control

If we consider your behaviour unreasonable:

  • you will be told why we consider it unreasonable
  • you will be asked to change it
  • you will be told what action will be taken if you do not change your behaviour.

If unreasonable behaviour continues, we will take action to manage contact with us. This may include:

  • not responding to your correspondence
  • blocking electronic communication
  • terminating abusive or offensive phone calls
  • asking you to contact a named member of staff only
  • restricting telephone contact to specified days and times only
  • restricting all contact to written form only
  • restricting the issues we will correspond on
  • declining communication on a specific matter
  • reading and filing correspondence without a response, unless it provides new information or evidence on the matter (see After we have given our final response)
  • asking that contact be through an independent third party, eg Citizens Advice Bureau, legal representative or conveyancer

If you have a disability or mental health issue, we will consider whether your unreasonable behaviour relates to those issues and assess the potential impact of restrictions imposed by us.

If you are dissatisfied with the way that your access has been limited, you should raise your concerns through our complaints process.

After we have given our final response

If we consider that a final response has been given on a specific issue, we will explain that and tell you that we will not respond to you about it further.

This will be considered when:

  • there is nothing useful that can be added to what has already been said
  • your behaviour is unreasonable

Once this decision has been made, we will not normally communicate with you on that issue unless:

  • closure needs to be reiterated
  • a new issue or evidence is raised
  • a new complaint about the way the matter has been handled is raised