Landwrap - April 2026

Kia ora

Welcome to this short Easter edition of Landwrap.

In this issue we have some important reminders and survey and title updates including a new registration guideline for the Ngāti Pāoa Claims Settlement Act 2025. We also highlight how customer insights are helping drive practical improvements across our services.

A reminder also of what to do if you’re impacted by a cyber-attack – contact us early. It makes all the difference 0800 ONLINE (0800 665 463) or customersupport@linz.govt.nz

Easter hours for customer support

LINZ customer support will be closed for Easter on Friday 3 April and Monday 6 April.

Our usual hours will resume Tuesday 7 April: 8am to 5pm

We will be closed on Monday 27 April for the Anzac Day public holiday (observed).

Landonline hours over Easter

Normal Landonline hours will apply during Easter weekend, including on Good Friday and Easter Monday.

Monday to Friday: 6am to 10pm
Saturday and Sunday: 6am to 7pm

Note: Dealings cannot be submitted on weekends or public holidays

Reminder: Landonline will be unavailable on Sunday 19 April 2026 from midday

We have scheduled an outage to carry out system resilience testing. The following services will be offline from midday on Sunday 19 April:

• Web Search
• Dealings
• Survey
• Land Record Search
• Grant TA Certification

Landonline will be available again from the usual start time of 6am on Monday 20 April 2026.

Reminder: No longer sending Notice of Change to Watercare automatically

In June 2025, the process for sending Notice of Change of Ownership to Watercare was updated at Watercare’s request. As a result, notices are no longer automatically sent to them. Guidance on our website reflects this change.

Notice of Change (NoC)

Please ensure Watercare’s current process is followed when submitting ownership information.

Ngāti Pāoa Claims Settlement Act 2025 Registration Guideline 2026

The Registrar-General of Land has published the Ngāti Pāoa Claims Settlement Act 2025 Registration Guideline 2026.

The guideline covers the title registration requirements of Ngāti Pāoa Claims Settlement Act 2025. The provisions of the Act took effect on the settlement date, 4 March 2026.

The guideline is primarily for Toitū Te Whenua employees with delegated authority to exercise registration functions under the Land Transfer Act 2017 and covers registration requirements and memorial formats for instruments lodged to give effect to the settlement.

Ngāti Pāoa Claims Settlement Act 2025 Registration Guideline 2026

Section 243(e) certificate wording now includes easements in gross

We’ve updated the s243(e) certificate wording in Landonline so it now provides for easements in gross.

We encourage you to use Landonline TA certification wherever possible, rather than manual or paper certification.

For more information on What’s new in Landonline, see:

• What’s new in Survey
• What’s new in Grant TA Certification

For more information about TA certification in Landonline see:

• Surveyors: TA certifications
• Territorial Authorities: Grant TA Certification support

Turning customer feedback into service improvements

When customers get in touch with LINZ through emails, webform, survey or phone, they often share what’s working well and what’s getting in the way. The Customer Hub brings that feedback together so we can spot patterns, understand what customers are trying to achieve, and make small, evidence‑based changes that steadily improve how our services work.

What you’ve told us and what we’ve improved 

One way customer insight has driven improvement is our work to reduce wait times (see data below). While wait times can rise during busy periods or unexpected events, our data showed longer waits were sometimes occurring even when demand was steady. We also received mixed feedback – some customers reporting fast service, others delays – so we took a closer look to pinpoint where wait times mattered most and where we could improve.

Using these insights, we made targeted changes, including upskilling more staff to help with longer queues and connect customers with the right expertise sooner. We also introduced AI call summarisation in late 2025, reducing admin time spent on post-call notes. Together, these changes have helped us assist customers faster, reduce wait times, and strengthen our knowledge base for future enquiries.

Contact centre data and other metrics

Data drives our world as we seek to help solve your queries in a timely manner.   

Total phone calls:

• 12,046 (Jan to Mar 2025) 
• 8987 (Jan to Mar 2026) 

Average speed to answer / wait time:

• 3 minutes and 10 seconds (Jan to March 2025)
• 1 minute and 31 seconds (Jan to Mar 2026)

Total emails:

• 4617 (Jan to Mar 2025)
• 3828 (Jan to Mar 2026) 

Complaints, compliments or suggestions received using the webform:

• 45 received since the new webform was introduced in July 2025

Queries resolved during first interaction (phone and email):

• 50.47% (Jan to Mar 2025) 
• 92.47% (Jan to Mar 2026) 

Customer satisfaction score:

• 4.75 out of 5 (Jan to Mar 2025)
• 4.8 out of 5 (Jan to Mar 2026) 

Top 3 themes of customer queries during the period Jan-March 2026:

• Landonline log-in setup post-Christmas (MFA, password, access issues).
• Following up dealings or surveys submitted pre-Christmas break.
• Dealing setup and lodgement requirements (assisting with pre-validation warnings and information guidance).

We love to hear from customers so we can move from being reactive to your concerns to anticipating the adjustments we should make.

Customer feedback form