Customer Service Centres — Service Policy

We aim to ensure that public access is provided to all information contained in our registers in ways that meet the needs of our customers. We have customer service policy timescales for providing information from the registers and for dealing with related enquires. Our standards are listed below. Performance against these standards is monitored and published.

Personal Callers

Our accommodation provides a pleasant and comfortable environment for visitors and customers. One-stop-shop Customer Service Centres are available in Edinburgh and Glasgow to deal with your enquiries. Personal callers to the Centres will be greeted immediately and attended to within 10 minutes of arrival. All staff will be identifiable by name badges and will also identify themselves in telephone calls and letters.

Telephone Enquiries

Telephone calls to RoS will be answered within 10 seconds of connection to the switchboard. Calls to direct inquiry lines will also be answered within 10 seconds. A monitoring system operates to ensure that these targets are continuously set.

Our Service Promise

Our key performance targets are published in our Annual Report. We have an ongoing commitment to providing a rapid response to your needs. Some of the ancillary turnaround times are;

General Letter Enquiries

7 working days

Post Registration Enquiries

7 working days

Copy Deeds

2 working days

Office Copies

5 working days

Extracts from Books of Council and Session

6 working days

Pre-Registration Enquiries

5 working days

Land Register Reports

3 working days

Corrections to Land Certificates

8 working days

Consultation

We regularly consult existing and potential customers about the services we provide. We are committed to consulting our customers as widely as possible in order to monitor and ensure that we respond to customer needs.

  • A market research programme which includes regular surveys, mystery shops and focus groups
  • The Joint Consultative Committee meets three times a year with representatives of the Law Society
  • Regular contact with the Scottish Law Agents Society and the Royal Institution of Chartered Surveyors in Scotland
  • Regular meetings with representatives of the Private Searching firms
  • Talks/seminars/meetings/workshops are regularly arranged with members of professional organisations.

Value for Money

RoS is subject to scrutiny by various external bodies who have a particular role in ensuring it provides best value for money. We are a self financing organisation committed to meeting expenditure from income and making savings by increasing efficiency wherever possible. Regular monitoring of our internal functions ensures compliance with stated aims of improving service delivery and best value for money. We are audited by external auditors who review procedures and financial arrangements