The National Land Agency is pleased to be associated with the Government of Jamaica’s Citizen’s Charter Programme, as we recognize our obligations to our customers and stakeholders to provide high quality service which is responsive to their needs.

 

Our standards of service are set out in this Charter and reflect a commitment by all of the Agency’s staff to not only improve our service delivery, but to be courteous and helpful.  The Agency since its inception has upgraded and implemented systems that have reduced our service delivery times and have made our information more easily accessible to customers.

 

The Agency’s website provides clients locally and internationally with land-related information via the documents and forms available electronically, as well as the availability of online applications.

 

The Agency also recognizes that you also have a part to play in advising us of your needs. We will therefore consult with you regularly and make appropriate revisions where necessary to ensure that your needs are met.

 

Finally, we are committed to achieving the standards set out in this Charter, as well as the mission and vision of the National Land Agency.

Cheriese Walcott
Chief Executive Officer

The NLA delivers services under the following core business functions:

Land Titling

Providing a state-guaranteed title and ensuring the legal and formal validity of all transactions, including:

• Registering new Certificates of Title for land
• Registering dealings on existing Certificates of Title
  e.g. mortgages, transfers, discharge of mortgages, etc.

Surveying and Mapping

Providing and maintaining the foundation for a modern national spatial information system by:

• Building and maintaining the national geodetic control network.
• Surveying of Government lands.
• Cadastral mapping of both Government and private lands.
• Checking survey plans in accordance with the Land Surveyors Act.
• Providing cadastral, topographic, hydrographic and other basic mapping services.

Land Valuation

Maintaining a Valuation Roll to support property taxation and providing Government organisations with valuation and related services, by:

• Preparing appraisals for Government entities.
• Recording changes in property information in respect of registered and unregistered land.

Estate Management

Providing custodial and strategic management services for Crown Lands, including acquisition and divestment. 

 

Other Divisions

• Adjudication Services
• Land Administration and Management
• Business Services
• Corporate Legal Services
• Corporate Services
• Information and Communication Technology

 

The NLA operates under the following Acts:

• Contractor General’s Act
• Crown Property (Vesting) Act
• Executive Agencies Act
• Financial Administration and Audit Act and Regulations
• Financial Instructions for Executive Agencies
• Land Acquisition Act
• Land Surveyors Act
• Land Taxation Relief Act
• Land Valuation Act
• Procurement Act and Regulations
• Registration (Strata Titles) Act
• Registration of Titles Act
• Revenue Administration Act
• The Registration of Titles, Cadastral Mapping and Tenure Clarification (Special Provisions) Act

 

 

The National Land Agency (NLA) is committed to providing its customers with all the information they need to be able to use the services available.

• Information desks will be at all NLA Customer Service offices.
• Brochures of our services and procedures will be available at each Customer Service location. Copies may also be requested by contacting the Customer Service Unit.
• There will be a suggestion box at each of our Customer Service offices to facilitate feedback on the quality of our service.
• Customer Service surveys will be conducted every year and improvements made to our operations based on the findings.
• We will provide a clean and comfortable reception area.
• We will conduct continuous facilities and infrastructural improvements.
• We aim to focus on your needs by consistently providing new products and services.  
• We will ensure that our facilities are upgraded to accommodate persons with special needs.
• We will produce accurate, comprehensive and timely publications of information to the public such as advisories/notices.
• All our online products and services will be available via our website.

 

 

• Pleasant, courteous and approachable Customer Service Officers with their names clearly displayed will be available to serve you.
• All office doors will be clearly marked to identify the location of each Department.
• Calls will be answered courteously and professionally.
• Calls will be answered within five (5) rings.
• We shall identify ourselves by name on the telephone.
• Your calls will be dealt with in no more than five (5) minutes. If a follow-up is necessary, you will be advised and the associated action done within twenty-four (24) hours.
• You will not have to interface with more than three (3) employees when making telephone enquiries.
• You will not have to wait in a line for longer than thirty (30) minutes.
• Accurate and reliable information will be provided by staff.

 

 Our offices process several types of applications and requests, each involving different procedures with different time frames for completion. Delivery targets, in working days, for aspects of our services considered most important to you our customer are as follows:
 

• We will process transactions on existing Titles (Memorandum Matters) which do not require the preparation of a new Certificate of Title, within five (5) days.
• We will issue all new Certificates of Title after proof of advertisement and payment of final fees where necessary, within twenty-eight (28) days where a new Title has a plan annexed and within fifteen (15) days where a new Title does not have a plan annexed. 
• We will process caveat dealings within three (3) days.
• We will check and certify all survey plans within forty (40) days.
• We will check all plans regarding registration of title within ten (10) days.
• We will process amendments to the valuation roll for existing parcels within thirty (30) days.
• We will prepare valuations and issue Certificates of Valuation within thirty (30) days.
• We will prepare certificates for applications for subdivision approval within six (6) days.
• We will acknowledge letters within five (5) days.
• Facsimile/e-mail correspondence and voice-mail messages will be acknowledged within two (2) working days.

To assist us in performing our duties as expeditiously as possible, there are certain things we ask of you, our customer:

• Please ensure that your documents are properly prepared and executed before submitting them for registration.
• It is important that you strictly adhere to the procedures for lodging documents and that you secure an official receipt for documents lodged.
• Procedures for making applications as set out in each office are to be followed.
• If your document has been rejected, use the opportunity to double-check its accuracy and comply with all requirements and recommendations promptly.
• Please observe and respect the restricted areas of each office.
• Treat our records with utmost care.
• Please be courteous and polite to our staff.

We invite you to tell us what you think of our service.

You may drop your comments in any one of our suggestion boxes or call us at 876-750-5263 or 876-946-5263. You can also e-mail us at asknla@nla.gov.jm.

 

You may also use our Live Web Chat on our website, or WhatsApp us at 876-418-5089:

Mondays - Thursdays: 8:00 a.m. – 4:00 p.m.

Fridays: 8:00 a.m. – 3:00 p.m.

If you wish to make a complaint you may do so by any of the following means:

You may address your comments and complaints to:

The Manager
Customer Service Unit
93 Hanover Street, Kingston 
Tel: 876-750-5263 Fax: 876-922-3858

 

Opening hours:

All Kingston Offices:
Mondays - Thursdays: 8:00 a.m. – 3:30 p.m.
Fridays: 8:00 a.m. – 3:00 p.m.
 
Mandeville, Montego Bay, Port Maria Offices:
Mondays - Thursdays: 8:30 a.m. – 4:00 p.m.
Fridays: 8:30 a.m. – 3:00 p.m.

For further information about the NLA, visit our website at: www.nla.gov.jm

 

 

Complaints will be investigated fully and fairly. Complainants will be treated with respect and will be provided with an effective response and appropriate redress. More specifically, you can expect your complaint to be acknowledged in writing within five (5) working days and a time frame will be given for resolution of issues.

If you are still not satisfied, call, write or visit:
Senior Director,
Standards and Monitoring Unit, 
Cabinet Office, 1 Devon Road, Kingston 6.
Tel: 876- 927-9941, Fax: 876-929-6676

 

 

If you are still not satisfied, please contact:
Office of the Public Defender

22-24 Duke Street

P.O Box 695

Kingston

Tel: 876-922-7089/ 876-922-7090 / 876-922-7190 / 876-922-8256, Fax: Fax: 876-922-9830

Email: enquiries@opd.gov.jm