One of the most effective ways in which RoS will continue to demonstrate its value to Scotland is if our customers and stakeholders can see for themselves the progress we are making.

Easier for customers

This has led us to identify an opportunity to improve the way we report our performance.

The launch on our website of new performance pages is aimed at making things easier for our customers: easier for them to track our performance across a wide range of metrics, easier to see how this delivers on our corporate objectives, and easier to hold us to account.

More information, all in one place

The new pages bring together existing reporting information from across the website, and further expands upon what’s available.

This includes the existing Key Performance Indicator (KPI) and Land Register Completion reporting pages as well as new pages focusing on our casework turnaround times and our levels of open casework (these two new pages replace the service standards page).

We developed the page on casework turnaround times because customers told us they needed more certainty around when RoS will complete applications.

The move away from service standards to turnaround times, coupled with increased levels of communication, is intended to provide the greater surety and reassurance customers say they value.

This measure also provides a stronger link to our KPIs as we have been reporting against a 35-day turnaround time since the start of the 2021-22 financial year.

The new page on open casework provides greater context around the total volumes of stock that RoS completes. The page also contains links and information to the assurances we give customers in terms of:

• no rejections after 3 months
• expedite

You can find out the status of any of your cases by contacting our customerservices@ros.gov.uk team or you can contact our Customer Relationship team at CRteam@ros.gov.uk for more detailed requests.

Meaningful language

To provide greater clarity and context about how we’re tackling the total stock of cases, the pages use the terms ‘open casework or ‘completed casework’.

This aims to give customers a rounded picture of those applications which have been completed and those that are still ‘open’ and undergoing registration.

Using this descriptive language, and enhancing the performance information available, is intended to support customers and make RoS even more transparent, accountable, accessible and clear.

I believe that the new pages, which were designed in response to customer feedback, are a big improvement on how we shared performance data previously. We expect they will evolve over time to ensure they become increasingly valuable resource for you.

As with all our products and services we are keen to deliver continuous improvement and I am interested to receive any feedback on whether the information we are providing is meeting your needs and whether there is any other data that customers would find it useful to see.

I am confident that, in the coming years, RoS will continue to increase its value as an asset to the citizens of Scotland. The new performance pages mean you won’t need to take my word it - you’ll be able to see the evidence for yourself.