Independent Complaints Reviewer to the Land Registry
Summary of Annual Report 2001-2002

The independent complaints review service was established in 1998. The ICR's role is to act as an honest broker in investigating complaints about the Land Registry made by users of its services.

Jodi Berg says: "For four years my office has provided a free and independent service for the impartial investigation of complaints made about the Land Registry. I have also been able to contribute to the Land Registry's development of its own service by sharing the information that I have gained from the investigation of complaints and from speaking with Agency customers and staff. This is achieved by giving well earned recognition to good practice and by acting as a catalyst for change where there is evidence of a need for systemic improvement. The Land Registry's complaint processes have significantly improved over the last four years. The Agency has taken the opportunity to develop clear and robust systems in response to my recommendations and has introduced a range of internal customer service initiatives. This year my report reflects upon the good practice that has been developed by the Land Registry and considers how this experience will provide a basis for improving customer service for the future."

Complaint referrals

The number of complaints referred to the ICR represents a very small percentage of the overall caseload handled by the Land Registry. This year, there has been a reduction in complaint referrals to the ICR's office. In 2001-2002 we received 46 complaint referrals, incorporating 72 separate allegations of maladministration, a drop from 67 in the previous year. We investigated 42 allegations of maladministration, 9 of which were upheld or partially upheld. The main focus of referrals this year has been complaints about the Land Registry's practice and procedure, errors and mistakes, and about communication.

Complaints are often concerned with boundary disputes, applications for 'adverse possession' (ownership based on squatter's rights) or other matters where there is disagreement between neighbours. These are always particularly difficult to resolve and occasionally result in complaints about a perceived lack of impartiality on the part of Land Registry officers.

Although we upheld fewer complaints in the reporting year, we were pleased that everyone responding to our customer surveys felt that their cases were handled with courtesy and clarity, even if they were unhappy with the outcome. Since inception, very few people have sought to refer their complaints on to the Parliamentary Ombudsman following our review, although all are told of their right to do so. In 2001-2002 the Ombudsman's office has had no such referrals.

An overview

As the Land Registry begins to develop its vision for the future it will face new challenges in matching customer experience with expectations. The report looks at how my office works with the Land Registry to achieve improvements to its processes and the service that customers receive. It also explains how the Registry has embraced the wider opportunities for adding value to its services in a number of ways.

The establishment of the ICR process has enhanced the Registry's complaints procedures and has demonstrated its commitment to ensuring public confidence in its openness and accountability. It has also allowed the Registry to develop a finite review procedure. The report illustrates how recommendations for resolution of complaints and customer service improvements can arise from general contact with and observation of the Land Registry and its processes as well as from the review of specific complaints.

The report also identifies the important role undertaken by the Independent Complaints Reviewer Evaluation and Study Team (ICREST) established by the Land Registry. Its members are drawn from different areas of the country and its remit is to consider the implementation of ICR recommendations across the whole of the Agency. The team assists the Land Registry to face the challenges of promoting the development of complaints handling and learning the lessons from complaints.

Our survey of Land Registry staff showed that respondents think still more should be done to inform them about the ICR and complaints generally. The ICR welcomes the recent introduction of an ICREST intranet site, available to all Land Registry staff, that should address this need.

A changing landscape for complainants

The experience for those who wish to complain about the Land Registry is now radically different from that of four years ago. The provision of the ICR service has been an integral part of the development and implementation of these changes and offers assurance to Land Registry customers and staff that complaints will be considered impartially. When complaints are upheld the ICR can make recommendations aimed at resolving matters for complainants or improving Land Registry systems for the future. These can include an apology; an explanation of what happened and why; specific action to put things right and, if she thinks appropriate, a consolatory payment. Systemic recommendations arising from complaints can also have positive and far-reaching effects. Once again this year, the ICR is pleased to report that the Land Registry has accepted all of her recommendations.

A changing landscape for the Land Registry

Like many public sector organisations, the Land Registry is undergoing an era of change. The Quinquennial Review of the Land Registry's activities has highlighted the developments that will take place in the way that the Agency delivers land registration services. The Registry has also been actively involved in the planning and subsequent progress of new land registration legislation, which received Royal Assent in February 2002. The Registry is consulting with staff and stakeholders as it begins to determine the scope and impact of a range of initiatives.

It is also working in partnership with the private sector and local government to develop services for the future.

The quality of the Registry's complaint handling processes has been recognised across the public sector and it is able to share good practice with other organisations wishing to establish their own independent review processes.

Comments and recommendations

One of the key tasks of the Independent Complaints Reviewer is to hold the Agency to account for the quality of its complaints handling and to identify other areas where improvements can be made. This year the ICR has recommended:

The Land Registry's Chief Land Registrar and Chief Executive, Peter Collis says: "I think that, with now four years' operational experience, our current review system reflects some sort of maturity. You and we should take some pride in the Registry's current review procedures seeming to be regarded as best practice. We can now be certain that the opportunity for independent review has been a valuable enhancement to our internal procedures, and complements nicely the existing Ombudsman scheme. Our customers have clearly welcomed it. Our confidence in the review process is also reflected, I think, in our approach to your comments. I recognise, however, that we need to remain aware of issues where customers remain dissatisfied. We are not perfect and there is no room for complacency, although it is pleasing to note that there appears currently to be a marked reduction in complaints leading to a formal report by you. But we need to make sure that our review procedures, successful though they undoubtedly are, are kept under constant review to ensure that they keep pace with all the many proposed developments in the Land Registry. We are determined that we should never lose sight of the priority of giving the best service that we can to today's customers."

Copies of the full annual report and copies of this summary can be obtained, free of charge, from:

The Office of the Independent Complaints Reviewer
2nd Floor
New Premier House
150 Southampton Row
London WC1B 5AL
Tel: 020-7278 6251
Fax: 020-7278 9675
e-mail: enquiries@icr.gsi.gov.uk