Research at HM Land Registry
An overview of research undertaken by HM Land Registry.
What we do
We register the ownership of land and property in England and Wales.
Research helps us design services that work well for our customers and understand their benefit to customers and the wider property market.
Our current research
Quarterly customer heartbeat survey
As part of our ongoing research, our external research agency partner, Savanta, will contact customers by telephone and email each quarter. The survey tracks customer satisfaction trends over the year and informs us where services require improvement. The telephone survey takes approximately 15 minutes, and the email survey takes approximately 10 minutes.
Research takes place for this survey in February, June, September, and November through to December of each year. Research lasts approximately 3 weeks.
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Customer service centre research
As part of ensuring HM Land Registry provides excellent service, short surveys will be issued to customers following telephone interactions. If you do not wish to receive these there will be the option to opt out.
Join our panels
Are you using HM Land Registry services as a business customer (for example, as a solicitor, conveyancer or lender)?
The Customer and Market Insight team at HM Land Registry also conduct regular research with a wide range of business customers, including those who have signed up to our professionals research panel. For more details join our Customer Insight Research Panel.
Panel feedback has been instrumental in developing our existing services such as MapSearch, form RXC, Ask for Guidance, and most recently, the Digital by Default campaign. Ongoing work includes testing a training pack with customers to support their new starters, or use as a refresher for existing staff, as well as a project around calculating Scale 2 fees.
Are you a member of the public or a non-legal professional who uses HM Land Registry services?
Would you be interested in helping us improve our service to people like you?
We are establishing a citizen panel to ensure that our services and the way we deliver them are designed around the needs of a wide range of members of the public. Your views are very valuable to us.
If you would like to join the research panel, complete a short survey (5 minutes) to provide us with your details.
We may contact you to invite you to take part in research – usually surveys, telephone conversations, online discussion forums or focus groups. You may be contacted several times a year but there is never an obligation to take part. You can leave the panel at any time.
Your details will only be used for research purposes. They will be held in accordance with Data Protection and Market Research Society Code of Conduct.
Contact
For further information contact CustomerInsightTeam@landregistry.gov.uk.