HM Land Registry: key performance indicators
The targets we set each year to measure our performance and progress.
Applies to England and Wales
In April 2020, HM Land Registry was reclassified, bringing us into central government. This triggered a review of our key performance indicators (KPIs), and a new performance framework was launched in our Business Plan 2021 to 2024.
That has now been re-published in our revised Business Plan 2022 to 2025.
The framework was designed in line with the Public Value Framework and shows the economic and social benefits we deliver, such as:
- confidence in our land registers
- a highly efficient conveyancing process,
- economic growth for the UK
It sets out how we can monitor progress against those 3 core outcomes through a smaller set of 8 KPIs.
The KPIs focus not just on internal measures but on expressing how the organisation is performing against wider outcomes. Fundamentally, they give greater visibility to how we are performing, the progress we are making and increased insight into the customer experience:
| Key performance indicators (KPIs) | Description |
|---|---|
| KPI 1 – Customer trust in the integrity and accuracy of the registers | This considers the extent to which our customers trust the information held on the land registers. |
| KPI 2 – Customer satisfaction | This considers whether we are delivering a service that aligns with our customer needs. |
| KPI 3 – Staff engagement | This measures how connected our staff feel towards their work and our organisation. |
| KPI 4 – Cost of our services | This measures how efficiently HM Land Registry is run. |
| KPI 5 – Risk to the integrity of the register | This considers how changes to the register impact register integrity. |
| KPI 6 – Applications completed | This measures whether HM Land Registry has the right capacity and capability to deliver its services in a timely manner. |
| KPI 7a – Speed of our services | This focuses on how long applications spend in HM Land Registry (excluding time awaiting a customer response and other 3rd party action). |
| KPI 7b – Time taken to change the register | This measures how long it takes for the register to accurately reflect ownership. |
Performance
We provide a review of our KPIs in our Annual Report and Accounts 2021-22. We also publish regular performance updates on our processing times for customers.