© Crown copyright 2016
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: firstname.lastname@example.org.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/land-registry-key-performance-indicators-2016-to-2017/land-registry-key-performance-indicators-2016-to-2017
The HM Land Registry vision is:
Your land and property rights: guaranteed and protected.
To meet this vision, we have four values and seven 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 to achieve 90 per cent.
Key performance indicator 2:
Substantive registrations to pass at least 98 per cent of defined quality checks.
We drive innovation
We are forward thinking, embrace change and are continually improving our processes.
Key performance indicator 3:
Average external e-service availability at 99.6 per cent or higher during published service hours.
We have integrity
We value honesty, trust and doing the right thing in the right way.
Key performance indicator 4:
Unit cost to be no more than £20.42
Key performance indicator 5:
Achieve at least 12.3 units processed per FTE per day.
We are professional
We value and grow our knowledge and professional expertise.
Key performance indicator 6:
To achieve an overall staff engagement score of no less than 57 per cent.
Key performance indicator 7:
To achieve an improvement in the engagement score for leadership and managing change over 2 years of 15 per cent, compared to the 2014 to 2015 baseline.