Research at HM Land Registry
Source: gov.uk (2025-07-18)

An overview of research undertaken by HM Land Registry.

What we do

We register the ownership of land and property in England and Wales.

Research helps us design services that work well for our customers and understand their benefit to customers and the wider property market.

Our current research

Quarterly customer heartbeat survey

As part of our ongoing research, our external research agency partner, Savanta, will contact customers by telephone and email each quarter. The survey tracks customer satisfaction trends over the year and informs us where services require improvement. The telephone survey takes approximately 15 minutes, and the email survey takes approximately 10 minutes.

Research takes place for this survey in February, June, September, and November through to December of each year. Research lasts approximately 3 weeks.

The online survey invitation comes from xxx@xxx.xx and, if you receive one, it looks like this (https://assets.publishing.service.gov.uk/media/654e1ba75d60950011bec908/Savanta_invite_email.docx) (MS Word Document, 30.8 KB).

Customer service centre research

As part of ensuring HM Land Registry provides excellent service, short surveys will be issued to customers following telephone interactions. If you do not wish to receive these there will be the option to opt out.

Research in conjunction with the Institute of Customer Service

HM Land Registry is conducting research with members of the public to measure satisfaction with our services and gather feedback to inform service improvements. A sample of our customers will be emailed a survey link inviting them to provide their views.

We are using the UK Customer Satisfaction Index (UKCSI), a national barometer of customer satisfaction published twice a year by the Institute of Customer Service (ICS) since 2008. The index is an independent, objective benchmark of customer satisfaction based on a consistent set of measures and covering 278 organisations and organisation types in 13 sectors. In conjunction with the ICS, surveys will be issued in September and January/February, starting in September 2025. The surveys are anonymous, and the emails will offer the ability to opt out. The survey will come from the following address: xxx@xxx.xx.

Join our panel

Are you using HM Land Registry services as a business customer (for example, as a solicitor, conveyancer or lender)?

The Customer and Market Insight team at HM Land Registry also conduct regular research with a wide range of business customers, including those who have signed up to our professionals research panel. For more details join our Customer Insight Research Panel (https://online1.snapsurveys.com/interview/fb92383f-5c45-427f-a431-1bb2ec4ab716).

Panel feedback has been instrumental in developing our existing services such as MapSearch, form RXC, Ask for Guidance and, most recently, the Digital by Default campaign. Ongoing work includes testing a training pack with customers to support their new starters, or use as a refresher for existing staff, as well as a project around calculating Scale 2 fees.

Contact

For further information contact xxx@xxx.xx (mailto:xxx@xxx.xx).