Statutory guidance

HM Land Registry Welsh Language Scheme

Updated 22 October 2019

Applies to England and Wales

1. Introduction

1.1

Under the Welsh Language Act 1993 every public body providing services to the public in Wales has to prepare a scheme setting out how it will provide those services in Welsh.

1.2

This Welsh Language Scheme (the scheme) sets out the requirements necessary to enable HM Land Registry to comply with the Welsh Language Act 1993. It describes how we will give effect to the principle established by the Welsh Language Act that, in the conduct of public business and the administration of justice in Wales, the Welsh and English languages should be treated on a basis of equality.

1.3

The scheme covers the services that we provide to the public in Wales. In this scheme, the term public means individuals, legal persons and corporate bodies. It includes the public as a whole, or a section of the public, as well as individual members of the public. The term includes voluntary organisations and charities. Directors and others representing limited companies are also within the meaning of the term ‘public’. It does not, however, include persons who are acting in a capacity which is representative of the Crown, Government or the State. Consequently, persons who fulfil official functions of a public nature, even though they are legal persons, do not come within the meaning of the word public when they are fulfilling those official functions.

1.4

This scheme was prepared under Section 21 of the Act – and in accordance with guidelines issued by the Welsh Language Board under Section 9 of the Act. It came into effect on 27 September 2019 and replaces our previous schemes dated 20 March 1998, 29 January 2002, 4 February 2005 and 25 March 2010.

1.5

The Welsh Language Steering Group was established in HM Land Registry upon enactment of the Welsh Language Act 1993. Its purpose is to direct, manage, and implement HM Land Registry’s policy with regard to the Welsh Language. The Welsh Language Steering Group is under the chairmanship of the Land Registrar of HM Land Registry Swansea Office, who reports directly to the HM Land Registry Board.

1.6

Any form of contact with the public in Wales, which is not specifically dealt with by this scheme, will be undertaken in a manner which is consistent with the general principles enshrined in this scheme.

1.7

The Welsh Language (Wales) Measure 2011 modernised the existing legal framework regarding the use of the Welsh language in the delivery of public services and it gives official status to the Welsh language in Wales. The Welsh Language (Wales) Measure 2011 also introduces statutory standards that will replace Welsh language schemes. The standards will set out how named organisations should use the Welsh language. Many organisations already operate Welsh Language Standards. Over time, more organisations will be subject to a duty to comply with Welsh Language Standards as that system replaces the system of Welsh language schemes provided under the Welsh Language Act 1993. Some organisations such as HM Land Registry are not currently subject to Standards. This does not, however, mean that HM Land Registry will not be required to comply with the requirements of Welsh Language Standards in the future. In the meantime, HM Land Registry will continue to operate in accordance with its Welsh language scheme and look for opportunities to strengthen it.

1.8

If you have any enquiries or complaints about the operation of the scheme, please contact the Head of the Welsh Language Services.

2. Background

2.1

HM Land Registry is an executive agency and trading fund under the umbrella of Business, Energy and Industrial Strategy (BEIS). It is responsible for the delivery of all services in connection with registration of title to land in England and Wales. It is also responsible for the registration of Land Charges and Agricultural Credits in England and Wales.

2.2

HM Land Registry’s services are delivered through a network of local offices. HM Land Registry’s Head Office is located in Croydon. Information technology services are based in Plymouth. Land Charges and Agricultural Credits are administered from Plymouth. Business customers have electronic access to a range of online registration services. The public has electronic access to a more limited range of registration services.

2.3

HM Land Registry operates as a national organisation covering the whole of England and Wales, and operates from 14 locations. The only location in Wales is the office in Swansea, which is the only office which offers a full range of Welsh services – handling customer contact and processing applications through the medium of Welsh where this is required. However, the office does not exclusively handle applications relating to properties in Wales. For example, it processes all applications from citizen customers (i.e. non-professional customers acting on their own behalf), and approximately 50% of all applications to register properties for the first time across the whole of England and Wales. In partnership with the Durham Office, it has staff which resource the national virtual Customer Service Centre, which handles incoming customer enquiries from across England and Wales.

2.4

The services which HM Land Registry provides to members of the public, usually through their professional representatives, include pre-completion services, applications for the first registration of land, applications to register transactions relating to registered land, and general enquiries. Disputes involving registered land can be resolved administratively by consent or by referral to the Land Registration division of the Property Chamber, First-tier Tribunal who may hear the matter himself or may direct one of the parties to commence court proceedings.

3. Service planning and delivery

Policies, legislation, services and initiatives

3.1

Our policies, initiatives and services will be consistent with this scheme. They will support the use of Welsh and, whenever possible, will help the public in Wales to use Welsh as part of their day to day lives.

3.2

Whenever appropriate, our consultation documents will discuss the relationship between the Welsh language and the policies, initiatives and services under development.

3.3

When we contribute to the development or delivery of policies, initiatives, services or new legislation led by other organisations, we will do so in a way which is consistent with this scheme.

3.4

Our normal practice will be to ensure that our services are available to the public in Wales in Welsh and English.

3.5

Any agreements or arrangements which we make with third parties will be consistent with the relevant parts of this scheme, when those agreements or arrangements relate to the provision of services to the public in Wales. HM Land Registry will be required to ensure third parties provide those services in accordance with this scheme.

3.6

Services provided in Welsh and English will be of equal quality and will be provided within the same timescale.

3.7

Internal Business Change Proposal documents and Commissioning Briefs include references to Welsh language requirements and are considered at the beginning of new projects.

4. Dealing with the Welsh speaking public

4.1 Written communication (which includes emails and social media)

4.1.1

When someone writes to us in Welsh we will issue a reply in Welsh (if a reply is required). Our target time for replying will be the same as for replying to letters written in English.

4.1.2

When someone writes to us bilingually we will establish the preferred language and reply in that language.

4.1.3

When we initiate correspondence with an individual, group or organisation, we will do so in Welsh when we know that they would prefer to correspond in Welsh.

4.1.4

The above will apply to email correspondence, social media as well as paper correspondence.

4.1.5

Circulars issued to the public and practitioners in Wales will be in bilingual format.

4.1.6

HM Land Registry’s headed paper and emails indicate that we welcome correspondence in Welsh and English.

4.2 Telephone communication

4.2.1

We will ensure that the public are able to deal with us in Welsh or English when dealing with us by telephone.

4.2.2

Calls in HM Land Registry Swansea Office, apart from those made to the Customer Service Centre, are answered with a bilingual greeting.

4.2.3

The Customer Service Centre based in HM Land Registry Swansea Office is part of a larger virtual contact centre dealing with general enquiries across England and Wales. There is a dedicated Welsh language line to deal with customers who want to conduct their enquiries in Welsh, and this service is advertised in forms, guides, publications and news items on GOV.UK.

4.3 Public meetings

4.3.1

HM Land Registry does not hold public meetings.

4.3.2

If HM Land Registry arranges corporate events and provides technical seminars for practitioner customers in Wales, HM Land Registry’s Welsh language services will be advertised. The opportunity will also be taken to ask the attendees whether they use the services and whether they have any comments thereon. At least one of HM Land Registry’s staff members conducting the seminar will be a Welsh speaker.

4.4 Other meetings with the public in Wales

4.4.1

When we arrange or attend private meetings with the public, we will establish their language preference at the earliest opportunity and ensure that a suitably qualified Welsh speaking member of staff deals with those whose preferred language is Welsh.

4.5 Other dealings with the public in Wales

4.5.1

Welsh speaking members of staff are available in HM Land Registry Swansea Office to deal with members of the public who wish to conduct their business in Welsh.

4.5.2

Signs are prominently displayed in HM Land Registry Swansea Office indicating that a Welsh language service is available and all signs in public areas are bilingual.

5. Our public face

5.1 Publicity campaigns, exhibitions and advertising

5.1.1

All the publicity, public information, exhibition and advertising material we use in Wales (in order to target the general public) will be produced fully bilingually, or as separate Welsh and English versions. If the Welsh and English versions have to be published separately, both versions will be equal with regard to size, prominence and quality. Both versions will be available simultaneously and will be equally accessible.

5.1.2

Any advertisements placed in English language newspapers (or similar material) distributed mainly or wholly in Wales, will be bilingual, or will appear as separate Welsh and English versions (with both versions appearing simultaneously, and being equal with regard to size, prominence and quality).

5.1.3

When staffing exhibitions stands and displays, we will ensure that suitably qualified Welsh speakers attend, as necessary.

5.2 Publications

5.2.1

Explanatory material and practice material directed to the public and practitioners in Wales are available in Welsh and English. The Welsh and English versions are available at the same time and are equally accessible in paper or electronic format.

5.2.2

Forms prescribed by secondary legislation are available in Welsh and English.

5.2.3

Where HM Land Registry sells any publication, the price of a bilingual document is the same as that of one produced in a single language format.

GOV.UK pages

5.3.1

All government department websites have been merged into GOV.UK. The GOV.UK website, run by the Government Digital Service (GDS), which is part of the Cabinet Office, collects together in a single place information and services from every UK government department, and hundreds of arms-length bodies.

HM Land Registry’s website moved to GOV.UK on 20 August 2014. HM Land Registry is responsible for department and policy content provided on our individual pages on GOV.UK and the content of those pages will be available in Welsh. Welsh language material includes items such as:

• forms
• practice guides
• fee guides
• house price index reports
• annual report and accounts
• news stories

GDS is responsible for providing mainstream content such as the following elements on GOV.UK:

• general information
• pages that provide specific information on the functions and core responsibilities of the Cabinet Office and general interfaces and menus.

5.3.2

Where appropriate, we will provide Welsh versions of the interactive pages on GOV.UK.

5.3.3

When designing new websites, or redeveloping our existing websites, we will take into account the Welsh Language Commissioner’s Technology, Websites and Software: Welsh Language Considerations document and any other guidance issued by the Commissioner with regard to developing websites (but see 5.3.1).

5.4 The Register

5.4.1

Registers of land in Wales are printed on a bilingual register template.

5.4.2

Entries are made on the register in the language of the source document.

5.4.3

Welsh addresses can be entered on HM Land Registry registers. The Welsh address stated in the correspondence with HM Land Registry will be the one used.

5.5 Corporate identity

5.5.1

HM Land Registry adopts and presents a fully bilingual corporate identity in Wales. In particular, HM Land Registry’s name, address and visual identity will be equal in size and quality in both Welsh and English and appear on letter headings, fax headers, compliment slips, business cards, identification badges, publications, vehicles and other goods and materials.

5.5.2

Displays mounted at corporate events and practitioner seminars in Wales are bilingual.

5.6 Signs

5.6.1

All signs within the areas of HM Land Registry Swansea Office to which the public has access are bilingual. The signs are equal in terms of format, size, quality and prominence.

5.7 Official notices, public notices and staff recruitment notices

5.7.1

General adverts and notices published in newspapers or other media in Wales are bilingual and are equal in terms of format, size and prominence.

5.7.2

Job vacancies for posts in HM Land Registry Swansea Office are advertised in bilingual format in any newspapers and include other media in Wales. The advertisements are equal in terms of format, size and prominence. Unless Welsh is considered essential for a post, all advertisements for posts in HM Land Registry Swansea Office state that the ability to speak Welsh is desirable.

5.8 Press releases and contact with the media

5.8.1

Press notices relating to matters affecting England and Wales or Wales alone issued to the media in Wales are bilingual.

5.8.2

We will ensure that Welsh speakers are available to undertake interviews with the Welsh language press and broadcasting media.

6. Implementing the scheme

6.1 Staffing

6.1.1

HM Land Registry Swansea Office has sufficient and appropriately skilled Welsh speaking staff to deliver a full service in Welsh. We review the number of staff needed to provide the service regularly, to ensure sufficient staff are available. Dictionaries and other Welsh language reference books are available in the Head of the Welsh Language Service’s room.

6.1.2

We will keep a record of the number of staff who can speak, read and write in Welsh.

6.2 Recruitment

6.2.1

When recruiting staff, we will be guided by the information gathered by following the procedures described under Staffing above.

6.2.2

Electronic information packs and application forms will be provided in Welsh and English for all jobs in HM Land Registry Swansea Office. Paper packs will be provided in Welsh and English on request. When fluency in Welsh is considered to be desirable or essential, this will be stated in job competencies.

6.2.3

Induction courses for new entrants in HM Land Registry Swansea Office include specific reference to the requirements of the scheme.

6.3 Language training

6.3.1

HM Land Registry Swansea Office develops the skills of existing Welsh speaking staff and encourages non-Welsh speaking staff to learn the language. The Office funds Welsh language training courses attended by members of staff in accordance with HM Land Registry’s Further Education policy.

6.3.2

We will develop the ability of our Welsh speaking staff to operate in Welsh by providing vocational training in Welsh, whenever relevant.

6.4 Information and Communications Technology

6.4.1

The need to provide information and services in Welsh, and operate in accordance with this scheme, will be catered for as we develop, design and purchase information and communications technology products and services.

6.4.2

As we develop or procure ICT systems we will take into account the Welsh Language Commissioner’s guidance document Technology, Websites and Software: Welsh Language Considerations document.

6.5 Partnership working

6.5.1

When we are the strategic and financial leader within a formal partnership, we will ensure that any public service aspects comply with this scheme.

6.5.2

When we join a formal partnership which another organisation is leading, our input to the partnership will comply with this scheme and we will encourage the other partners to comply.

6.5.3

When we are a partner in a consortium, we will encourage the consortium to comply with this scheme. When acting in the name of the consortium, we will operate in accordance with this scheme.

6.6 Internal arrangements

6.6.1

The measures in this scheme carry the full authority, support and approval of HM Land Registry. Operating in accordance with the scheme will be a compliance issue.

6.6.2

The Welsh Language Steering Group is responsible for the direction, management, implementation and monitoring of HM Land Registry’s policy with regard to the Welsh language.

6.6.3

The Head of the Welsh Language Services is responsible for the day to day implementation of the scheme and reports to the Chair of the Welsh Language Steering Group who, in turn, reports to the Senior Leadership Team at HM Land Registry Swansea Office and the HM Land Registry Board.

6.6.4

The scheme is an agenda item at all Senior Leadership Team meetings held in HM Land Registry Swansea Office.

6.6.5

Our action plan has been agreed with the Welsh Language Commissioner. This sets out how we will ensure that we work on building upon the commitments within this scheme. The action plan begins upon the date that the scheme comes into effect.

6.6.6

The scheme will be publicised to our staff, and to the public in Wales. It will be published and highlighted on GOV.UK.

6.6.7

We will regularly raise awareness of the scheme to staff and explain how it will affect their day to day work.

6.7 Monitoring

6.7.1

We will monitor our progress in delivering this scheme against the targets set out in its accompanying action plan. We will then report to the HM Land Registry Board and the Welsh Language Commissioner on our progress in delivering this scheme on an annual basis.

6.7.2

HM Land Registry’s annual reports and accounts contains updates on the scheme and the Welsh language services provided. It also directs readers to the Welsh language services page on GOV.UK.

6.7.3

Our target is to ensure that we act in accordance with the aims and objectives of this scheme. We will provide a report on the scheme’s implementation following a request from the Welsh Language Commissioner.

6.8 Reviewing and amending the scheme

6.8.1

We will review this scheme within four years of its coming into effect.

6.8.2

We may need to review this scheme, or propose amendments to it because of changes to our functions, or to the circumstances in which we undertake those functions, or for any other reason.

6.8.3

No changes will be made to this scheme without the Welsh Language Commissioner’s approval.

7. Contact

Eleri Sparnon Jones, Head of the Welsh Language Services

HM Land Registry
Tŷ Cwm Tawe
Phoenix Way
Swansea Enterprise Park
Swansea
SA7 9FQ

Email eleri.jones@landregistry.gov.uk

Telephone 0300 006 9567

Welsh language general enquiry line
Telephone
0300 006 0422

8. Appendix

Main targets for scheme delivery

Target	Action and target date
Language of notices Text relating to the language of notices to be added to every notice relating to WA and CYM titles.	March 2020.
GOV.UK Take steps to highlight the Welsh material available on GOV.UK and translate relevant pages within HMLR’s control not currently available in Welsh.	Continuous.
Find Property Information At present, Find a Property is the live service for customers to obtain information held by HM Land Registry about land and property. However, there is an ongoing project to better understand how customers use and locate information about land and property. HM Land Registry is currently trialling a new Find Property Information service and is undertaking a review in order to establish whether that service satisfies the needs of the organisation and its customers. The intention is that the outcome of this project will identify the best way forward and a decision made whether to replace the current Find a Property service by: - continuing to develop the Beta Find Property Information service that is currently being trialled on GOV.UK into a fully functional service - or by introducing a completely new service - or retaining the Find a Property service Whichever option is chosen, there will be a full Welsh language service available either from commencement of the service or by translating the relevant pages.	Translate the relevant pages so that a full Welsh language service is available on commencement of the live service. A full Welsh language service will be available as soon as possible within the lifetime of the scheme.
Search House Prices Translate the relevant pages with the intention of having a fully bilingual service.	Following initial research, restart discussions and the investigation process in 2020. It is expected to take 10 weeks to create a Welsh version.
Transformation Programme HM Land Registry is reviewing the services we currently provide and some of these services will be transformed over a period of time. Where any of those newly transformed services are provided via the GOV.UK channel, there will be a full Welsh language service available from commencement.	The transformation programme is ongoing and is currently intended to run until 2022/23. Translate the relevant pages so that a full Welsh language service is available on commencement of the live service. Continuous.