Guidance

HM Land Registry service standards

How we deal with customers and the applications we receive.

• From: HM Land Registry
• Published: 29 March 2018
• Last updated: 2 October 2024 — See all updates

Applies to England and Wales

Documents

Our service standards

HTML

Details

Application processing times

See Impact on our services for our latest application processing times.

Our customer service standards cover:

• written correspondence
• phone calls
• online support
• suggestions, compliments and complaints

Published 29 March 2018
Last updated 2 October 2024 + show all updates

1. 2 October 2024

   Point 1.1 Written correspondence amended to reference United Kingdom General Data Protection Regulation (UK GDPR), the Environmental Information Regulations 2004 (EIR), and our personal information charter and publication scheme.

2. 26 July 2023

   Update to section 1.7 Suggestions, compliments and complaints, which has now been aligned with our complaints procedure page.

3. 18 December 2020

   We've added a link to our 'temporary measures to support customers' page which provides the latest application processing times.

4. 11 June 2020

   Added March 2020 service standards data. The data for March is incomplete due to the coronavirus outbreak.

5. 13 March 2020

   Updated with January 2020 data.

6. 13 February 2020

   Updated with December 2019 data.

7. 8 January 2020

   Added November data.

8. 4 November 2019

   September update to our service standards.

9. 11 October 2019

   Figures have been updated to 31 August 2019

10. 7 October 2019

    Updated with July 2019 data and updated section 3.8 Our service standards.

11. 5 August 2019

    Updated with June 2019 data.

12. 16 July 2019

    Updated with May 2019 data.

13. 12 June 2019

    Updated with April 2019 data.

14. 7 May 2019

    March 2019 data added and 2 extra points added to the list of exclusions in note 1.

15. 11 April 2019

    Update to section 1.3 - Welsh version: 'Ceisiwn gwblhau ceisiadau sy'n cynnwys creu cofrestr newydd a chynllun teitl (megis prydlesi newydd a chofrestriadau cyntaf), o fewn 25 diwrnod'

16. 26 March 2019

    Updated with February 2019 data

17. 4 March 2019

    Updated with January 2019 data

18. 6 February 2019

    We have updated the data for our year to date performance.

19. 8 October 2018

    Updated with August 2018 data.

20. 2 July 2018

    Section 2.1 amended with the reduction in the time allowed to reply to Data Protection Act requests from 40 calendar days to 1 month, following the Data Protection Act 2018 coming into force on 25 May 2018.

21. 20 June 2018

    Updated with May 2018 data.

22. 23 April 2018

    Updated with March 2018 data.

23. 29 March 2018

    Added translation