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The HM Land Registry ambition is to become the world’s leading land registry for speed, simplicity and an open approach to data.
Our mission is:
Your land and property rights: guaranteed and protected.
To meet our ambition and mission, we have 4 values and 11 associated key performance indicators.
We give assurance
We guarantee our services and provide confidence to the property market.
Key performance indicator 1
The percentage of customers who rate our overall service as good, very good or excellent will achieve at least 90%.
Key performance indicator 2
Substantive registrations to pass at least 98% of defined quality checks.
Key performance indicator 3
To create a list of the unregistered public estate in conjunction with the Government Property Unit by end of March 2018.
We drive innovation
We are forward thinking, embrace change and are continually improving our processes.
Key performance indicator 4
Average external e-services availability at 99.6% or higher during published service hours.
Key performance indicator 5
We will build a Digital Street proof of concept by December 2017.
Key performance indicator 6
We will modernise the way we do business, driving continuous improvement across our operations.
We have integrity
We value honesty, trust and doing the right thing in the right way.
Key performance indicator 7
Average cost per dealing application not to exceed £27.34.
Key performance indicator 8
By March 2018 we will complete registration of all dealing applications within 5 days and all new title applications within 25 days respectively excluding those applications where it is not possible, which will have been assessed and categorised within these timeframes.
Key performance indicator 9
We will agree a strategy for reducing requisition rates and refunds for cancellations by March 2018.
We are professional
We value and grow our knowledge and professional expertise.
Key performance indicator 10
Staff engagement score to be in the top half for the Civil Service for organisations of equivalent size and nature by the 2017 survey.
Key performance indicator 11
Improvement in the engagement score for leadership & managing change of 5 percentage points compared with 2016 baseline.