Last week, I published our new fees guides as HTML web pages following user research with our customers. Our fees have not changed, just the format.
Fees have always been in the top 5 pages most looked at on our pages on GOV.UK. Our fees are complex because they depend on the value of land and property and the type of application. They also depend on how you submit your application, eg by post or online. Did you know that conveyancers and solicitors can save up to 50% by signing to our Business e-services?
The old fees guides were PDF leaflets. One problem with PDFs is that the text doesn’t get picked up in GOV.UK search results, so it was harder for users to find the information they needed about fees. HTML publications also work much better on mobile devices than PDFs. Try it, open a PDF on your mobile then look at a web page and see the difference.
I worked with colleagues to make the new guides easier to read. This included Land registration fee experts, lawyers to fact-check details, our customer support team to give feedback, user researchers for customer research and the digital team to work on the user journey on GOV.UK.
One customer need was to be able to print guides. The new guides can still be printed:
- Select the guide you want to print, for example Registration services fees
- Right click your mouse anywhere on the web page
- Select print
- If you only want to print the fees table, when the print option pop-up, untick ‘all pages’ and type 1-2
- Press print
This month we also finished updating 64 of our practice guides, as first mentioned last November. We added links to other practice guides, fees and forms to improve the user journey. We rewrote the text to make them easier to use.
What we’re working on next:
- Protect land and property from fraud web page to improve the information about how to apply for a restriction on their property
- Creating a new portal guide about our new ‘Application Enquiry service’ on the page How to use portal