The Land Registry, which is under the control of the Property Registration Authority, is committed to providing you, our customer, with an excellent service which is easily accessible by a variety of means, including:
- our on-line service landdirect.ie which is available through our website www.prai.ie or www.landdirect.ie
- personal attendance at our public offices in Dublin and Waterford
- by post, email, internet and telephone
This charter sets out the standard of service which we will endeavour to provide for our customers.
We will endeavour to meet the following service delivery targets:
- 95% of copy folios requested via landdirect.ie to issue within 24 hours of receipt of the application.
- 80% of copy folio/title plans requested through landdirect.ie to issue within 24 hours of receipt of the application.
- Reference numbers for dealings lodged via the electronic Form 17 facility on landdirect.ie to be available immediately.
- Reference numbers for dealings lodged by post or at the public counter to be made accessible electronically via landdirect.ie within 2 working days of our receipt of the application
- Receipt of Ground Rents applications to be acknowledged within 5 working days of lodgement.
- Names index searches can be completed instantaneously through landdirect.ie
- 90% of Mapping searches to be completed within 5 working days
Where the completion of an application in a particular case is urgent, you should write to us explaining the reason underlying the urgency and we will make every reasonable effort to facilitate your request.
We will be available ordinarily to answer your calls from 9.15am to 5.30pm, Monday to Thursday and from 9.15 am to 5.15pm on Friday, excluding public holidays. We will be courteous and helpful in dealing with your enquiry. If we cannot provide an immediate answer we will take the details of your enquiry and call you back at an agreed time.
While we cannot provide specific advice on individual applications, information regarding Land Registry practice and procedures is available under Practice Directions and under Legal Office Notices on our website. These Practice Directions are currently being revised on a phased basis.
We will continue to update our website on a regular basis and all key publications will be made available on our website.
We will continue to notify legal practitioners of new developments by advertising in the Law Society Gazette.
Access to our Facilities
We will endeavour to maintain safe and accessible public offices. Because of its age and design, our office in Chancery Street has limited physical access. However, if you have particular accessibility requirements and wish to attend at our Chancery Street Office, please contact our Disability Access Officer by telephoning 01-8048146 in advance of your visit.
Our website complies with standard content accessibility guidelines which conform to at least Level AA of the W3C.
Service through the Irish language
As an organisation, The Property Registration Authority is committed to providing quality services in both Irish and English. The Authority’s inaugural Irish Language Scheme 2007-2010 sets out our commitments in relation to the Irish Language.
Communicating with Customers
We will consult with our customers, from time to time, by way of customer surveys and invite your comments on our services through our website. We will use this feedback to improve our services to meet customer needs on an ongoing basis.
We will continue to liaise with customers via the Customer Focus Group, the representative forum which currently exists, and other suitable fora.
All staff in the Land Registry are committed to delivering a high quality customer service. If you have a complaint in relation to any of our services, please bring it to the attention of the staff in the office concerned.
We are committed to:
- dealing with complaints in a courteous expeditious and efficient manner
- resolving complaints, where possible, at the first point of contact;
- correcting any incorrect or inappropriate action on our part as soon as possible
- learning from mistakes to ensure that errors are not repeated
(for full details see our Complaints Procedure).
In matters regarding registration of title any person aggrieved by an order or decision of the Registrar may appeal to the court (Section 19(1) of the Registration of Title Act 1964).
Help Us to Help You
1. In recent years, we have invested significantly in developing modern computer systems to enhance the delivery of our services. We would strongly urge you to use landdirect.ie (which is accessible Monday to Friday from 7am to 8pm and Saturday from 7am to noon) in order to:
- lodge applications for registration electronically (Form 17).
- lodge copy folio/filed plan applications electronically
- view folios on line
- conduct Names Index searches
- obtain Dealing Numbers in respect of lodged applications
- track the progress of Dealings during their lifecycle in our offices
2. Ensure that your applications are correctly presented for registration.
3. Retain copies of documents lodged.
Hours of business
The Land Registry office of the Property Registration Authority has public offices in Dublin and in Waterford which are open from 10.30 am to 4.30 pm, Monday to Friday, excluding public holidays. See Contact Us for location and contact details.
Published September 2009.