Local Land Charges wins Best Customer Experience Award

March 10, 2017

best-customer-experience-winner-2017At the 2017 Land Data Local Land Charges Awards on 6th March 2017 Civicance, who provide Local Land Charges services on behalf of Cheshire East Council won the 'Best Customer Experience Award'.

The national awards celebrate the work and achievements of local authority Local Land Charges departments which carry out the land and property searches required for conveyancing transactions in England and Wales.

In 2013 the LLC team featured 9th in the top 10 for the Most Improved NLIS Services category.  Judges were particularly impressed with the range of customer interaction points and the evidence of excellent communication with the NLIS Hub on all operational matters.

Details of all winners is available on the Land Data website.

The Best Customer Experience Award Criteria

The Best Customer Experience award celebrates and promotes excellence in customer experience rewarding those local authorities whose efforts, alongside those of the NLIS Channels help to deliver an exceptional customer experience and deliver industry leading levels of service. Local authorities were asked to demonstrate and give evidence of how they offer value added services in order to make the search process smoother and a lawyer’s life easier.

Judges looked for evidence of:

  • the provision of an urgent search if requested by the NLIS Hub
  • notifying the NLIS Hub of changes to service delivery parameters, immediately or within 24 hours
  • if a search needs to be rejected, (or when negotiation is used) providing a detailed “customer friendly” explanation
  • the ability to supply, preferably electronically, copy documents upon request