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Land Registry Launches Consultation on Proposals to close Telephone Services
Land Registry today, 4 May 2012, launched a consultation on proposals to change Land Charges legislation that will enable it to provide a wider range of services online, and close down its telephone ordering service for business customers (Telephone Services), which can be used for both Land Charges and Land Registry applications.
As a result of a significant increase in business customers taking up its online services, demand for Telephone Services has reduced by 95 per cent and continues to fall. This means that the service will soon be running at a financial loss. The proportion of applications ordered by telephone is now around 2 per cent, compared with 87 per cent ordered online and 11 per cent by post.
The proposed rule changes will align the Land Charges rules with the Land Registration Rules 2003, allowing the submitting of applications and issuing of results by means other than by post or personal delivery. The changes will provide more flexibility in how Land Charges services are provided and will enable a more efficient and responsive service for customers by delivering products and services through cost-effective channels that meet their needs.
Malcolm Dawson, Chief Land Registrar said:
“The changes set out in the consultation would enable us to make better use of available technology to provide a ‘self-service’ channel for our customers. The changes will enable us to improve and modernise our processes, and become more flexible, efficient and responsive to customers’ needs. It’s clear that the vast majority of our customers want to access these services electronically and, as a result, the telephone service is no longer sustainable. We need to amend the Land Charges legislation to ensure we can continue to provide relevant and cost effective services to our customers.
“Consultation is required when we consider changes to legislation, and we now welcome your participation and your views.”
A post-consultation report will be published on www.landregistry.gov.uk following a ministerial review. If the proposals are confirmed, and subject to ministerial approval, the changes are expected to be implemented by the end of 2012.
ENDS
Notes to editors
1. The telephone ordering service (Telephone Services) can be
used for Land Charges and Land Registry applications. It is only
available to business users, who are mainly solicitors, licensed
conveyancers, banks, building societies and property professionals
with a Land Registry account. It is not available to the general
public.
2. The consultation paper seeks views on proposals to
change Land Charges legislation that will enable Telephone
Services to be closed. The document can be read online from today,
4 May until 27 July 2012 at http://www.landregistry.gov.uk/public/consultations
3. For questions about the consultation document or how to
respond, please email tscclosure@landregistry.gsi.gov.uk
or telephone 0191 301 3630.
4. Staff within Customer Contact
Centres deal with these applications and are employed on rotation
from other work. They do not solely take telephone orders. The
equivalent of the 6.6 full time staff who currently provide
Telephone Services would continue working for Land Registry on
their other duties.
5. Land Registry maintains registers
relating to unregistered land, known as the Land Charges
registers. These registers do not record ownership of unregistered
land. Their primary task is to protect certain interests, for
example mortgages, in unregistered land and to maintain the
bankruptcy index for England and Wales.
6. With the largest
transactional database of its kind detailing over 23 million
titles, Land Registry underpins the economy by safeguarding
ownership of many billions of pounds worth of property.
7.
This year marks the 150th anniversary of Land Registry. As a
government department established in 1862, executive agency and
trading fund responsible to the Secretary of State for Business,
Innovation and Skills, Land Registry keeps and maintains the Land
Register for England and Wales. The Land Register has been an open
document since 1990.
8. For further information about Land
Registry visit www.landregistry.gov.uk
Contacts:
Land Registry Press Office
pressoffice.returns@landregistry.gsi.gov.uk
Marion Shelley
Phone: 0300 006 7543
Mobile: 07790 690297
marion.shelley@landregistry.gsi.gov.uk
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