Land & Property Services (LPS) Customer Charter
Date published:
Our Customer Charter sets out the standards of service you can expect when dealing with LPS. You can download this information as a PDF at the bottom of the page.
Introduction
Land & Property Services (LPS) is dedicated to providing a consistently high standard of service across all our functions. We are part of the Department of Finance in Northern Ireland and deliver a wide range of public services in four key areas:
- Rating
- Valuation
- Land Registration
- Mapping
You can access our services online via A guide to rates.
Our commitments to you
When you deal with LPS, you can expect to be treated fairly, clearly and with respect.
At a minimum, you can expect us to resolve routine or straightforward requests within 15 working days.
If your query is more complex, it may take longer, but we’ll let you know what to expect. This would include queries or requests that are dependent on external processes or sources of information.
You can find more details on our operational service standards including timescales of more complex cases and requests at Land & Property Services (LPS) operational service standards.
Our standards
This Charter sets out the standards of service we commit to every time you contact us.
These standards apply whether you contact us online, by phone, in writing or in person.
We are professional
We will:
- treat every customer with courtesy, care and empathy
- handle your personal information responsibly and securely
- base decisions on evidence and explain them clearly
We explain things clearly
We will:
- explain what you need to do and what will happen next
- use plain language and avoid unnecessary jargon
- be open about timeframes, costs and outcomes
We get things right first time
We will:
- take ownership of your request or issue
- provide accurate information
- deal with routine matters promptly
We help you get things done
We will:
- aim to resolve issues at the first point of contact wherever possible
- reduce unnecessary hand-offs
- explain your options clearly where something cannot be resolved immediately
We are consistent and reliable
We will:
- treat everyone impartially and apply the rules consistently
- provide the same standard of service whether you contact us online, by phone, in writing or in person
- ensure you receive accurate and consistent information across LPS
We are inclusive
We will:
- design services that are accessible for everyone
- offer access to help from our staff when you need it
- support customers who need extra help
Help shape our services
We are committed to making our services as easy to use as possible for everyone. We use feedback, complaints, and research to improve our services. Please let us know if you would be interested in:
- providing feedback (this could be completing a survey or a short conversation) on the services you use
- taking part in tests of our current and/ or new services
You can register your willingness to help us by sending your contact details to customerservices@lpsni.gov.uk.
If things go wrong - complaints and redress
Despite our best efforts, we know there may be times when our service does not meet your expectations.
If you are not satisfied with the standard of service you have received, we have a clear and fair complaints procedure to put things right. We take all complaints seriously and handle them sensitively. You can find information on our complaints process works at Land & Property Services (LPS) complaints procedure.