GovWire

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

Portal survey

We have a new point-of-use survey available in the portal to measure the service provided and give instant feedback on how our customers feel about their interactions with HM Land Registry.

If you use the portal, youll be asked to rate the overall service after youve uploaded an application or made a request, such as ordering an official copy of the register.

The survey will also gather information about the speed, ease of use and reliability of services available through the portal. This will provide timely and regular feedback to our Product Management and User Research teams to make improvements to our services.

The survey is facilitated by our external research agency partner, Ipsos, utilising Medallia software. The survey emails are sent from hmlandregistry@express.medallia.eu.

Quarterly customer heartbeat survey

As part of our ongoing research, our external research agency partner, Ipsos, 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 December of each year. Research lasts approximately 3 weeks.

The survey emails are sent from HMLRsurvey@ipsos-mori.com.

Join our panels

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.

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.

Are you a member of the public or a non-legal professional who uses HM Land Registry services?

Would you be interested in helping us improve our service to people like you?

We are establishing a citizen panel to ensure that our services and the way we deliver them are designed around the needs of a wide range of members of the public. Your views are very valuable to us.

If you would like to join the research panel, complete a short survey (5 minutes) to provide us with your details.

We may contact you to invite you to take part in research usuallysurveys,telephoneconversations, online discussion forums or focus groups.You may be contacted several times a year but there isnever an obligation to take part. You can leave the panel at any time.

Your details will only be used for research purposes. They will be held in accordance with Data Protection and Market Research Society Code of Conduct.

Contact

For further information contact CustomerInsightTeam@landregistry.gov.uk.