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Corporate Plan 2010 — 2013

The Keeper wrote to the Law Society informing them of our Corporate Plan Targets. The background to the outcomes we expect to achieve remains the continuing reduced volumes of business in the property and remortgaging market, which has seen applications to RoS falling by 46% from the high of 2007-2008. This means that we are now operating at a significant loss and funding this from the reserves that we built up when the market was at its peak.

The background to the outcomes we expect to achieve remains the continuing reduced volumes of business in the property and remortgaging market, which has seen applications to RoS falling by 46% from the high of 2007-2008.  This means that we are now operating at a significant loss and funding this from the reserves that we built up when the market was at its peak.

The targets that will support these outcomes are as follows:

Where it is in the Keeper’s power and is legally appropriate to:

 

Complete the registration of Sasine writs within an upper limit of 40 days. 80% will be completed within 20 days.

 

Complete the registration of Dealings with Whole carried out as ARTL transactions within 24 hours

 

Complete the registration of Dealings with Whole that are not carried out as ARTL transactions and standard First Registrations within an upper limit of 120 days. 80% will be completed within 60 days.

 

Eliminate all pre-1 March 2010 First Registration casework by 31 March 2011

 

Eliminate all pre-1 October 2011 First Registration casework by 31 March 2012

 

Eliminate 30,000 Transfer of Part cases by 31 March 2011

 

Eliminate a further 35,000 Transfer of Part cases by 31 March 2012

 

Eliminate all pre-31 October 2012 Transfer of Part casework by 31 March 2013

 

 

To achieve a registration accuracy rate of at least 98.5% for applications despatched

 

During 2010, RoS will be reviewing how we measure customer satisfaction and introducing a more encompassing system with new targets for 2011-13. For 2010-2011 we will continue to provide a high level of customer service by:

 

Achieving a 98% rating for overall customer care in the annual customer satisfaction survey

 

Processing 98% of all customer enquiries in compliance with RoS’s published response standards

 

 

Record all applications for registration on the application record within one working day. (Entrance on the application record safeguards the rights of applicants until the registration application is determined.)

 

You will see that we have had to make changes to what we had hoped to achieve with regard to our legacy casework.  We have made excellent inroads into our older complex applications for first registration and transfer of part.  However, to meet the targets previously set would have required us to recruit and train significant additional staff for a limited period of time.  In current market conditions this would have made no business sense so we have re-planned this work.  We are still aiming to reach our goal of having no casework older than six months but it is going to take longer than we had hoped.  I would like to take this opportunity to apologise for this and to reassure you that we will be doing all that we can to achieve it.  We will be reporting progress on a county by county basis on our website. 

Following an extensive customer survey we have altered turn around times and also taken the opportunity to promote the benefits to customers of transacting via ARTL.

SHEENAGH ADAMS
Keeper of the Registers of Scotland

Corporate Plan 2010 — 2013