Today we have published our 2021-22 Annual Report and Accounts, giving an outline of our key business activities and performance over the past financial year.
We have continued to work hard to respond to the challenges of the past two years. A key focus of 2021-22 has been leading the organisation in moving forward from the impact of COVID-19.
- We received 677,571 applications, that’s up 18% from 2020-21
- Our income has increased to £91.5 million - up £26.2 million from 2020-21
- Our costs have decreased by £1.7 million from 2020-21
- We continue progress with our digital services including the launch of the ‘Register Land and Property (RLP)’ digital service – the next step on our journey to true end-to-end digital registration
- This past year we prepared for the launch of our 21st register – the Register of Persons Holding a Controlled Interest in Land (RCI) which supports the Scottish Government's wider efforts to improve the transparency of land ownership
- We achieved Investors in People (IiP) Gold Award
- We launched our Equality, Diversity, and Inclusion (EDI) strategy
We are incredibly pleased that these efforts have seen us increase our customer satisfaction score over the past year from 90% to 92% - our highest ever score.
But, of course, there have been challenges too. We haven’t cleared as much long-standing open casework as we would have liked, and this will continue to be a key focus for the year ahead. And while our Civil Service People Survey engagement scores have reached the Civil Service average, we will strive to improve in the year ahead.
The Keeper of Registers of Scotland said:
“Over the last year, RoS has delivered across a wide portfolio of strategic objectives and laid a solid set of foundations to take us forward. Everything we do is underpinned by the dedication of our colleagues, and the support of our customers, partners and stakeholders. I would like to thank everyone who has contributed to our progress and I am looking forward to continuing to work with you all to build on this in the year ahead.”
You can read the full 2021-22 Annual Report and Accounts on our website.
There will also be a one-off virtual event looking back at what we have delivered in 2021-22 on Wednesday 28 September.