Stay up to date with everything happening at Registers of Scotland (RoS) with our monthly newsletter.

Key messages:

• Annual Report 2023-24
• Appearance at Economy and Fair Work Committee
• Improving customer satisfaction
• Key performance indicator (KPI) update
• Performance reporting

Annual Report 2023-24

We published our 2023-24 Annual Report and Accounts on 9 October. It gives an outline of our key business activities and performance over the past financial year.

Our main priority has been our continued effort to clear our long-standing open casework and respond to the needs of our customers. This year saw a key milestone towards this as our total volume of open casework went into decline.

Appearance at Economy and Fair Work Committee

Yesterday Keeper of the Registers of Scotland, Jennifer Henderson and Accountable Officer, Chris Kerr attended the Economy and Fair Work Committee to give update on our activities, performance, and plans.

Reducing the volume and age of our casework remains our number one priority. Since our last appearance we have removed 27,000 cases from our stock of open casework.

You can watch the meeting in full on the Scottish Parliament website.

Improving customer satisfaction

At RoS, we’re committed to improving and maintaining high-quality customer service.

To help us better understand how to meet customer needs, we survey our customers twice a year. We achieved a score of 82.6 (out of 100) for customer satisfaction – an increase of 0.9 from our spring survey. This is higher than both the UK all-sector average score of 75.8 and the public sector average score of 73.3.

Read our latest blog to find out more about our Autumn results.

Key performance indicator (KPI) update

Key performance indicators (KPIs) measure how we’re performing against our 5 strategic objectives.

We are committed to being transparent and share our progress on a quarterly basis. You can read the strategic objectives and related KPIs used to measure progress in our Corporate Plan.

Read the KPI update for July to September 2024.

Performance reporting

You can keep up to date with how we are performing by visiting our performance pages. These are updated every month.

Contact us

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.