Customers are at the heart of everything we do at RoS and we are committed to delivering a quality service. Your input is essential for us to learn and improve. Read the blog from Head of Customer Engagement, Gill Martin, to find out more about how we are responding to your feedback.

In April 2023 we shared with you that we had exceeded our customer satisfaction targets. Whilst this was encouraging news, we acknowledge that there is always room to improve.

One of the strongest messages we received in our latest customer satisfaction survey was regarding our open casework. You have told us how important it is to know when you can expect to have your registration completed. That is why our number one priority is to deliver the benefits of a completed land register by reducing stock levels and delivering casework within improved timeframes.

We are also aware of other improvements that you would like us to make regarding:

• our digital services
• application updates; and
• the ways you can contact us.

Although we are currently focusing our efforts on clearing our open casework, we are also considering how we can deliver these improvements as quickly and effectively as possible.

I would like to thank everyone who takes the time to participate in our customer satisfaction surveys and I hope that you will continue to fill them out in future. Your feedback is essential so that we can continue to improve and provide the best service to our customers.

In the meantime, if you have any immediate issues that RoS can help with, please get in touch with the Customer Relationship Team at CRTeam@ros.gov.uk and we will do all that we can to help.