SDLTM81450 - Compliance: Working an enquiry

Keeping control: Avoiding purchaser delay

In some enquiries the volume and complexity of the information and of the issues that arise make it inevitable that the enquiry takes a long time. But in other cases the time taken to complete the enquiry is unnecessarily long. This could be burdensome for the purchaser and is frequently a factor in complaints about enquiry work.

Enquiries inevitably take time, but the enquiry will be unnecessarily prolonged if

• there is Stamp Office delay. The purchaser's right to apply for closure of an enquiry puts a greater premium on avoidance of official delay in working enquiries
• effective action is not taken to overcome delays by the purchaser or agent

The compliance caseworker, the purchaser and their agents should aim to work within a 30 working day turnaround time. This may not always be possible but the agreement of a realistic timetable should be encouraged at the beginning of an enquiry to reflect needs or difficulties.