Skip to main content

Her Majesty's Land Registry

Volume 525: debated on Thursday 17 March 2011

My right hon. Friend the Minister of State, Ministry of Justice, Lord McNally, has made the following written ministerial statement:

Land Registry has a new vision: “Putting the customer, quality and innovation at the heart of land registration services”.

To meet this vision, the following strategic objectives have been adopted with key performance indicators:


To identify, anticipate and satisfy customer needs by constantly refining and developing products, services and channels.

Customer satisfaction: Target 95%.

Develop and implement the capability to:

Electronically deliver the top-six dealing transactions.

View the index map online.

Increase the number of services available on business gateway.

Improve intuitive online navigation.

External e-channel availability: Target better than 99%.

Increase add value revenue by at least 25% with a minimum net contribution of 14%.


To continually improve operational delivery in order to drive efficiencies, quality and value.

Percentage of registrations processed within 12 working days: Target 80%.

Percentage of completed registrations that meet specified internal quality standards relating to key areas: Target 97%.

Percentage of completed registrations requiring correction: Target less than 1.5%.

Percentage of successful changes applied to electronic services: Target 95%.


To build a flexible and efficient organisation to enable us to respond to market fluctuations and changing customer needs and to identify and implement opportunities for Land Registry.

Introduce performance and innovation continuous improvement methodology into two operational offices and extend use in human resources directorate by 31 March 2012.

Complete phase 1 of accelerated transformation programme by 31 December 2011.

Embed new values and behaviours into individual performance management and recruitment processes by 31 March 2012.

Percentage of staff positively engaged with Land Registry: Target 50%.


To meet all financial and efficiency targets while funding our future work investment programmes.

Percentage return on average capital employed: Target 3.5%.

Cost per unit in cash terms (real terms): Target £29.46 (£18.34).