Work with us to make conveyancing simpler, faster and cheaper

People walking down a corridor

Today, we publish our customer charter. It sets out our commitment to you as our customer, and what we need from you, to help us deliver our mission: “Your land and property rights: guaranteed and protected”.

We are delivering this mission in the context of our ambition to become the world’s leading land registry for speed, simplicity and an open approach for data. Achieving this will mean conveyancing in England and Wales can be simpler, faster and cheaper for everyone: for our business customers, who may be lending money for mortgages or managing the transfer of a property; for the people who are buying or selling a property; and for us, so we can fulfil our public duty as efficiently and effectively as possible.

See our customer charter.

In our charter, we set out what you can expect from us, which is based around what you’ve told us you need from us (through our customer satisfaction survey). Over the next year, we’ll meet these expectations by:

  • being easier to do business with. You’ll be able to contact us on one number, through one email address and get faster support than ever before. It will be easier to find the information you need without contacting us but when you do need to contact us you’ll know what to expect because we’ll publish our call handling times on GOV.UK;
  • refreshing the look, feel and functionality of the portal, so the way you access our online services is more intuitive. We’ll get better at getting things right first time by automating our simpler transactions, removing the small chance of human error and we’ll explore how we can help you get it right first time by validating information as you enter it. We are also using digital technology to develop new services, such as the digital mortgage service to improve the consistency, speed and simplicity of conveyancing; and
  • finding solutions to potential challenges. For example, we will help customers who are managing large, complex retail or infrastructure developments by launching new services to support this. We will also continue to work with customers to remove delays from the conveyancing process which can cost you and us money – such as those caused by the application enquiries (requisitions) we need to send customers for additional information or clarification. We have a new key performance indicator to reduce these and you can help by following our advice on how to avoid application enquiries that we first published in 2016, and signing up to our new webinars to get advice directly from one of our experts.

These changes will mean we can serve you quickly, accurately and consistently. But the charter isn’t just about what we will do for you, it’s about how we do it. So, while we are making dealing with us quick and simple by becoming even more customer-focused and efficient, we will uphold our values at all times – by giving assurance, having integrity, driving innovation and being professional and we expect the same in return.

In return, we need you to play your part. This includes providing all the information we need to be able to make changes to the register and ensuring you have verified the information you need from other people or organisations involved in your registration application. We also need your feedback, which is essential for us to continuously improve your experience of working with us.

We’ll be writing more blogs like this over the coming weeks to keep you up to date with what we are doing for you. We’ll also recap on some of the changes we’ve already made in response to customers’ needs and take a more detailed look at the changes that I outline above. In the meantime, tell us what you think of our charter and let us know what you’d like to hear more about in the comments below.


  1. Comment by Elizabeth Rodgers posted on

    Sorry but this gets my goat big time. I started in this profession over 40 years ago and pro rata what we charge now is LESS than was charged 40 years ago. Despite all the electronic wizadry and information immediately to hand we now have far MORE red tape to deal with, especially before we can even start to work on the contract pack.
    I regard the fact that the Registers are now public as the BIGGEST mistake ever made and part of the fraud problem that has caused so much of our red tape and administration.
    To say it should be faster - who says - not the clients I speak to in general. My clients' transactions generally only take 6 - 10 weeks (dependent on the chain and the individual circumstances etc). NONE of my clients say they want it any quicker! They could not pack their home up in time!
    Simpler - how can the Land Registry propose that conveyancers simplify - are you proposing a Conveyancing Factory mentality where all the excellent conveyancers who would prefer to perfect an erroneous title rather than just rely on indemnity insurance to plaster over the hole?
    Really!!!! This just makes me angry as to where my profession is heading. I actually foresee a point down the line where the Land Registry are simply going to handle all the paperwork and issue a blanket indemnity insurance for any issues - a one policy covers all! Fixed price and no solicitor or conveyancer to tell you what legal issues your home really has! I know which method I prefer.

    • Replies to Elizabeth Rodgers>

      Comment by Andrew Robertson posted on

      Hi, Elizabeth

      The change to a public register in 1990 involved legislative changes which were the subject of public consultation and debate in Parliament. As you are probably aware, most other countries in Europe and around the world have adopted the same approach. A public register supports transparency and simplifies the conveyancing process. We believe that the advantages of an open register outweigh any possible disadvantages.

      We believe that the rise in fraud in recent times can be attributed to a number of other factors, not least that fraud has regrettably become an increasingly common feature of all aspects of modern life, in many cases involving criminal activity, organised and co-coordinated on an international scale. We are very conscious of the impact that instances of fraud can have on the individuals concerned, but think it is worth keeping in mind that the risk of registration fraud is still very small. This is evidenced by a comparison of the number of fraud claims with the number of applications registered.

      We have a shared responsibility with property professionals, lending organisations and property owners themselves to ensure that the integrity of the land registration system is maintained. In our view, the requirements on conveyancers in respect of confirmation of identity on applications made to us to do not impose any new liabilities or responsibilities that did not exist before.

      Being faster doesn’t have to come at the cost of quality. Between 1 April 2017 and 31 March 2018, we gave customers a faster speed of service for their registration applications than in the previous financial year, while the proportion of substantive registrations that passed defined quality checks increased to 98.41%, up from 98.3% in the previous financial year.

      We also believe we can make the registration aspects of conveyancing simpler by having clearer guidance and forms, using clearer language, being more consistent in how we handle your calls, and deal with your applications.

  2. Comment by James Allison posted on

    Good article, well researched and written.

  3. Comment by Marion Palmann posted on

    Thank you for sharing your new customer charter. Can you please explain how you define a "customer" for this purpose? You mention delivery of a consistent service - lack of consistency in the way applications are dealt with is one of the most frustrating and challenging things we have to deal with in our relations with the Registry. What is being done to achieve consistency?

    • Replies to Marion Palmann>

      Comment by Andrew Robertson posted on

      A customer is anyone who uses our services. This could be a land or property owner using our information services to find out whether a property is registered; through to a conveyancer who uses our register creation services during a complex, commercial transaction. Our customers also include financial institutions such as banks and building societies who we interact with on a regular basis to support secured lending against property, and organisations and people who use our data to provide new services and information to others, such as conveyancers.

      Some of the ways we plan to improve consistency include modernising and reshaping our organisation to help our people deliver customer-focused services through our organisational design; continuing to focus on reducing the number of application enquiries (requisitions) we need to make; improving our online services and exploring how online forms and data validation systems can help make application processing more efficient and effective; and continuing to transform our services with digital technology.

  4. Comment by Fraser posted on

    Hmm, I hope we professionals can be genuinely consulted and can constructively help as my experience is not consistent with the Land Registry being helpful to find solutions, especially with requisitions, where it seems to be a challenge to find something to raise in order to buy time (perhaps)?
    I recently conducted an external survey and the surveyor had to stifle his laughter at the LR issues i gave as examples. Credit to him, he was very professional.

    • Replies to Fraser>

      Comment by Andrew Robertson posted on

      Integrity is at the heart of how we do things, so we are involving customers and stakeholders in our developments, from the new digital services we are creating, such as the digital mortgage service, to testing changes to our policies and procedures. For example, we tested the change to our rejection criteria for over a year before formally putting it in place on Monday.

      If you want to get involved, please contact us (, expressing your interest to be part of our research panel.

  5. Comment by CHETIN malyali posted on

    Why faster and quicker , system works alright as it is , given the multitude of money laundering requirements and the emphasis on going quicker why should we as solicitors carry the extra cost of making a mistake because you at the land registry want everything quicker , your not paying for our insurance so I will go as quick as I can at a fair price , this is not a rush to the bottom on fees . Could I suggest that you stop trying to speed things up as that really is not the cause of any delays , buying a house or a flat is not like buying a tin of bins . I seem to recall going to the land registry innovative idea about the matrix system of speeding things up , I asked the question that it would not work and was told that was not the land registry view . After millions poured into it was abandoned. Just for once cannot the land registry just leave the desire to rush things quicker and cheaper alone [its probably cheaper as we do all the work for your organisation by filing everything on line you just appear to take the fees in ] there are very few staff as you have cut back so much . I am not sure why it is necessary to have a land registry blog either , I presume so that you can join the social media circus .Please stop changing things that work perfectly well .

    • Replies to CHETIN malyali>

      Comment by Andrew Robertson posted on

      First, let me assure you that guaranteeing and protecting property rights is our mission – and that the quality, and integrity of registrations is the very core of our purpose. We take this very seriously, as demonstrated through our target-exceeding performance against our application quality KPI this year.

      Like with many industries, the digital revolution is bringing a change to the property market. More property transactions will become automated and digital as a result which will make the processes faster, while making them more accurate and cheaper. Take automation, it removes the element of human error and reduces costs for everyone.

      This is changing our customer base. While many of our customers are still more traditional, experienced qualified solicitors who process an application from start to finish, this is changing more and more. Some companies now employ people without formal qualifications who compile and lodge registration applications with us. Also, some of our customers are not conveyancers themselves but intermediaries that offer services to the conveyancing market.

      We are committed to working with our customers to meet their needs by providing the registration support and tools they need (and will need) to keep pace with the economic factors and technological developments that are driving change.

      One of the lessons we’ve learnt from the past is how vital it is to develop and deliver changes with the market. To do that we need to involve our customers and open dialogue with them – such as through our blog.

  6. Comment by Roy posted on

    I am disappointed, sounds weak. We have landlords purchasing properties by auction and not bothering to register them with you. No one from your organisation seems to have any powers to go after these guys.
    Acting outside of the law I think they will ignore your charter.

    • Replies to Roy>

      Comment by ianflowers posted on

      Roy - We do understand your frustration, but as a registration authority with an essentially administrative role, it would not be appropriate for us to act in an investigative or regulatory capacity.

      Certain transactions with registered land (such as sales, mortgages and some leases) have to be completed by registration in order to take effect at law, but there is no compulsion to register them and the legal title does not revert back if they are not registered. However, the effective sanctions for the buyer are that (a) the transaction does not take effect at law and (b) they may be adversely affected by other transactions that are registered when theirs is not.

  7. Comment by humberside willwriters & legal advisors posted on

    We like it brilliant

    • Replies to humberside willwriters & legal advisors>

      Comment by Roy posted on

      Not that brilliant, I wrote to the registered owner and he sold it years ago and keeps getting post.

      • Replies to Roy>

        Comment by ianflowers posted on

        Roy - as an administrative registration authority we do rely on the applications made to us to keep the register up to date.

  8. Comment by Philip Uttley posted on


    Whilst I applaud the sentiments in your customer charter, things on the ground tell a slightly different story

    We appear to have ‘lost’ our account team in Birkenhead

    We are no longer able to submit PN1 requests to you by fax – post is now the only option

    I’d be interested in your comments



    • Replies to Philip Uttley>

      Comment by Andrew Robertson posted on

      Phil - your post has been passed to me to reply.

      We have been modernising and reshaping the organisation and our customer support model over the past few years. You may recall our news story on GOV.UK in October 2016 - (, where we told customers about changes to our customer support model?

      We've continued to develop the way we handle and process registration applications since then. We now route most applications to a caseworker with the appropriate expertise and capacity and we've centralised our customers' calls to support this.

      It's making a difference. Our latest annual report and accounts shows that between 1 April 2017 and 31 March 2018, we gave customers a faster speed of service for their registration applications than in the previous financial year, which customers told us they needed, and we did this while improving the quality of our registration compared to the previous financial year.

      We appreciate that having a HM Land Registry team allocated to handle your applications was something that many customers valued. Moving away from this isn’t something we’ve done lightly but we are confident that building our support around you and your needs will ultimately lead to a better overall service for you in the longer term. Our customer charter sets out our commitment to you, to make the improvements to give you a better experience of working with us

      Fax was withdrawn as a channel for lodging applications under land registration legislation in 2015. PN1 applications are included in this as they are not a service under the Land Charges Act and Rules. These applications should be submitted by post and we recognise this will be disappointing for some customers. We have taken recent steps to ensure that we apply this requirement consistently.

      In the future, other channels may be available, but we cannot give a commitment to this at the current time.

  9. Comment by Philip Uttley posted on

    Thanks for getting back to me, Andrew. Much appreciated

    I have to say that, currently, we are experiencing some delay in getting through on the phone but, at least when we do, we receive the same helpful friendly service that we had become used to from our Birkenhead team

    Shame about the PN1 service. Actually fax was a bit of a pain but preferable to post. Let's hope you find it possible to move to an email service in the near future

    • Replies to Philip Uttley>

      Comment by Andrew Robertson posted on

      Thank you for your comment about the service from staff when you phone us.

      We recognise that some customers do currently experience wait times at busier periods of the day. We do keep our call handling performance under continual review and look to make improvements, for example, by way of improved technology and also increasing the number of available skilled Customer Support Officers and Executives.

  10. Comment by RG posted on

    This is great step. However, how it will help to end user?
    I recently bought a piece of land in auction and represented/conveyancing my self in the buying process. When I received Title plan it was smaller than size advised and does not tell about the dimensions and size. A map with red mark lines that's it. Upon following multiple times with auctioneer they have given a screenshot of updated plan but not sending me signed copy of the plan. My understanding is for land registry I have to received updated paper copy of Title plan from seller?
    How I can get inputs from Land registry in this case? How whole process is simpler for self conveyancing? Why not legal documents using straightforward and Morden English terminologies?
    Appreciate your response and any help.

    • Replies to RG>

      Comment by ianflowers posted on

      Hi - Thank you for your kind comment.

      The vast majority of land and property transactions are handled by legal professionals. Being more efficient and customer focused on those transactions does ultimately benefit the clients of those professionals as the end user, for example, cost savings for professionals can ultimately be passed on to the public in the form of lower charges.

      It is open to anyone to represent themselves and do their own conveyancing. But as mentioned in our blog ( ) on the subject there is a lot more to the conveyancing process than just the administrative and procedural process of completing our forms to register the transaction.

      We are reviewing the language we use in our guidance and publications, with the intention of us making us simpler to do business with. That said, property law can be complex involving legal formalities that need to be followed. It is therefore inevitable that there will be a certain amount of unfamiliar legal and technical terminology used in some of our guidance and also in the wider conveyancing process.

      Turning to our title plans, I should explain that most properties are registered with ‘general boundaries’ only. This means that the boundary line shown on our title plans is no more than a general indication or approximation of the location of the boundary, rather than the precise boundary line. We draw title plans to scale and they can be printed off 1/1 if required. However, they rarely give any measurements and are only a representation of what is on the ground. It therefore not appropriate to rely on the title plan as giving anything other than a general indication of the extent of ownership.

      Property buyers will generally rely on an inspection of the property and a survey report, and also on any other evidence which may show the position relating to boundaries more precisely.

      As to what documents you should receive from the seller, that is really a matter for the parties involved. Copies of titles plans can also be obtained directly from us for a fee - .

      I hope this of some help to you.


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