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Guidance

HM Land Registry service standards

How we deal with customers and the applications we receive.

Updates to this page

From:
HM Land Registry
Published:
29 March 2018
Last updated:
10 February 2026
Show all updates

  1. Updated to include Strategy 2025+ and to remove processing times due to the covid pandemic.

  2. 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.

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

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

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

  6. Updated with January 2020 data.

  7. Updated with December 2019 data.

  8. Added November data.

  9. September update to our service standards.

  10. Figures have been updated to 31 August 2019

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

  12. Updated with June 2019 data.

  13. Updated with May 2019 data.

  14. Updated with April 2019 data.

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

  16. 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'

  17. Updated with February 2019 data

  18. Updated with January 2019 data

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

  20. Updated with August 2018 data.

  21. 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.

  22. Updated with May 2018 data.

  23. Updated with March 2018 data.

  24. Added translation

Applies to England and Wales

Documents

Our service standards

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Details

Application processing times

See HM Land Registry: processing times for our latest application processing times.

Our customer service standards cover:

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

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