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Her Majesty's Land Registry (KPI and Targets)

Volume 508: debated on Tuesday 6 April 2010

The following list sets out the key performance indicators and targets that have been set for Her Majesty’s Land Registry for 2010-11.

Customer Service


Percentage of all registrations processed within 15 working days: 80 per cent.


Percentage of registrations processed free of any error: 98.5 per cent.


Percentage of manually processed registrations on which key aspects1 of internal quality measures were achieved: 97 per cent.

Overall Satisfaction

Percentage of customers who rate the overall service provided by Land Registry as excellent, very good or good: better than 95 per cent.


Percentage return on average capital employed: 3.5 per cent.


Cost per unit in cash terms2 (real terms3): £33.65 (£21.70).

Other strategic targets

Percentage of transactions4 delivered through e-channels: 65 per cent.

Through voluntary registration, add a further 250,000 hectares of land to the total areas of registered freehold land in England and Wales.

Earn a contribution from add value products and services of 8 per cent. of its income net of direct costs and apportioned product development costs.

Increase gross incremental revenue from all add value products and services by a further £2.6 million above 2009-10 actual.

Deliver the key Accelerated Transformation Programme milestones as detailed in the Accelerated Transformation Programme Plan.

To increase the percentage of staff positively engaged with Land Registry to 50 per cent.

To increase the percentage of staff satisfied with Land Registry’s leadership and change management to 45 per cent.

1The specified key areas are (a) the index map (b) the proprietorship entry and (c) easements.

2Based on the GDP deflator issued by HM Treasury on 24 March 2010 (base year 1992/3).

3The real term unit cost in the base year of 1992/3 was £30.65.

4Transactions are defined as any request for a statutory service provided by Land Registry. Although a transaction has a unit value, this measure reflects the actual number of transactions and not their unit value.