Stay up to date with everything happening at Registers of Scotland (RoS) with our monthly update.
Key messages:
- Reminder – King’s Coronation 8 May office closure
- Corporate Plan launch
- Improved processing times – same day settle
- Customer Satisfaction Index scores exceeded
- Customer Service Excellence Award retained
- RCI – latest news and features
- Performance reporting
King’s Coronation 8 May office closure
We will be closed on Monday 8 May 2023, for one day.
Find out more about how we’ll handle submissions over the bank holiday.
Corporate Plan launch
The Corporate Plan 2022-27: Year 2 Delivery (23-24) was published on 11 April.
Last year we published our five-year corporate plan covering the period 2022-27. Our most recent delivery plan covers what we achieved in year 1 (22-23), what we want to achieve over the next year and how we plan to tackle our biggest challenges.
Improving processing times – same day settle
We are currently working on making improvements to turnaround times for dealings applications. Some cases will soon be processed on the day they’re received. This means that you may receive two RoS email notifications on the next working day:
- an acknowledgement of receipt; and
- confirmation of acceptance onto the register
Improved processing times may also mean less time to withdraw applications. Customers should factor the increased turnaround speed into any withdrawal requests.
Customer Satisfaction Index scores exceeded
We are committed to providing top quality customer service and are pleased to report that we exceeded our Institute of Customer Excellence customer satisfaction index scores for last year. We achieved a score of 79.7 in 2022-23 against our target of 78, exceeding the public sector average of 75.1.
However, we are aware that we still have room to improve. That is why we are so grateful to everyone that participated in our latest round of customer surveys. Your feedback is essential so that we can continue to build on this progress and go even further for our customers. Further information on how we plan to action your feedback will be available soon.
Customer Service Excellence Award retained
RoS is pleased to announce that we have recently retained our Customer Service Excellence Award with an additional 5 compliance plus markings. The assessment tests 5 areas of how we are delivering our services for customers. These are:
- Customer Insight
- The Culture of the Organisation
- Information and Access
- Delivery
- Timeliness and Quality of Service.
This is a fantastic achievement and demonstrates our commitment to delivering services that meet the needs of our customers.
RCI- latest news and features
We continue to work with customers to improve their experience of making a submission to RCI.
We have introduced a new feature which enables users to create a new submission by copying details from a draft or submitted entry.
You can find out about this and other releases on our What’s New pages.
We have also updated our video tutorials on using the service and created a flowchart to support users through the RCI stages.
Complete our feedback form to share your experience using this service.
Scottish Ministers encourage everyone who is within scope of the RCI legislation to engage with the process as early as possible.
You now have until 1 April 2024 until RCI offence provisions have effect. For more information visit the Scottish Government website.
Performance reporting
You can keep up to date with how we are performing by visiting our performance pages here. These are updated every month.
Keep up to date by visiting our performance pages.
Contact us
RoS now provides the majority of our services digitally. We have established hybrid working for colleagues and visitors can attend our offices by invitation.
For general enquiries or specific questions about an application contact:
Email: customerservices@ros.gov.uk Phone: 0800 169 9391
If there is anything else you would like to bring to my attention, please email FAO Jennifer Henderson: rossecretariat@ros.gov.uk.