Land Registry Annual Report and Accounts 2006/7 Our customers, our people, our future Readers of this report
Her Majesty’s Land Registry — the professional and (Land Registry), established in national press 1862, is a government — other government department in its own right, an departments and agencies, executive agency and a trading including HM Treasury and fund that makes no call on the Cabinet Office monies voted by Parliament. By — land registries overseas statute, it is required to ensure — the United Nations, that its income from fees covers European Union and World all of its expenditure under Bank normal operating conditions. — those individuals in institutions with a Land Registry comprises the professional interest in Registration of Title Department, public sector management. dealing with its main business, and the much smaller Land For readers of this report who Charges and Agricultural Credits are not familiar with Land departments. This report deals Registry terms, a glossary has with the departments separately been provided at Appendix 8. but the accounts are given for This report is available for Land Registry as a whole. online viewing on our website at www.landregistry.gov.uk. The Secretary of State for Justice and Lord Chancellor is the minister responsible for If you would like this annual Land Registry. This is the Chief report and accounts in a Land Registrar’s formal account to the minister of Land different format, including Registry’s performance against audio tape, Braille or large each of the objectives and key print, please contact Ian performance targets set by the MacEachern by phone: minister for 2006/7. 020 7166 4496 or email: ian.maceachern@ Copies of the report are made available to: landregistry.gsi.gov.uk — Land Registry staff — The Stationery Office bookshops for sale to members of the public — the institutions representing those who regularly use our services — those organisations with a particular professional or practical interest in conveyancing or other aspects of Land Registry’s work — academics in the field Land Registry Annual Report and Accounts 2006/7 Report to the Secretary of State for Justice and Lord Chancellor by the Chief Land Registrar and Chief Executive on the work of Land Registry for the year 2006/7.
Report prepared pursuant to section 101 of the Land Registration Act 2002, and accounts prepared pursuant to Section 4(6) of the Government Trading Funds Act 1973, of HM Land Registry Trading Fund as at 31 March 2007, together with the Report of the Comptroller and Auditor General.
Ordered by the House of Commons to be printed 18 July 2007.
HC764 London: The Stationery Office £18.00 © Crown Copyright 2007 The text in this document (excluding any Royal Arms and departmental logos) may be reproduced free of charge in any format or medium providing that it is reproduced accurately and not used in a misleading context. The material must be acknowledged as Crown copyright and the title of the document specified. Any queries relating to the copyright in this document should be addressed to The Licensing Division, HMSO, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ. Fax: 01603 723000 or email: [email protected] 2 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Contents
Highlights of 2006/7 4
Foreword by the Chief Land Registrar and Chief Executive 8
Land Registry directors 10
About us 12 Our mission, vision and strategic objectives 13 Our key performance indicators 14 How we performed against our key performance targets 2006/7 15 Our wider business performance for 2006/7 16 Intakes and outputs 17 Overall customer satisfaction 18 Efficiency 18 Speed 20 Accuracy 21 Standards of service 21
Our organisation 22
Our services 29
Our customers 35
Our people 42
Our technology 48
Our future 53
Accounts 2006/7 54
Appendices 88 1 Key performance targets and results since 2001 89 2 Summary of intakes 2005/6 and 2006/7 91 3 Statement of service standards 92 4 Key performance indicators for 2007/8 95 5 Key performance targets and wider business performance explained 96 6 Recruitment statement 100 7 Contact details for Land Registry offices 101 8 Glossary of terms 103 9 Land Registry corporate governance structure 2006/7 106 10 Land Registry’s risk management policy 108
3 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Highlights of 2006/7
The price is right Land Registry’s new House Price Index was launched in October. Its ‘like-for-like’ method of calculating price changes, using Land Registry’s unique database of every property transaction in England and Wales, makes the House Price Index comprehensive, accurate and timely. The index and its findings have attracted significant media coverage.
Happy to be Child friendly Westbridge Day Nursery at helped Leicester Office was opened The percentage of customers by the then Department for who are very satisfied or Constitutional Affairs minister satisfied with our full range of Baroness Ashton of services is an extraordinary Upholland in October. Land 98.6 per cent, with 49.8 per Registry has on-site nurseries cent putting themselves in the at nine of its offices and very satisfied category. external providers supply nursery places at a further nine. Both bought-in and on- site nursery places are subsidised by Land Registry at a rate of 33 per cent of the cost. Flowers for the minister from some of the children at the nursery
4 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Deputy Chief Executive Ted Beardsall puts pen to paper with Safe hands Jan Gower of IBM A landmark in the development of e-conveyancing was reached when Land Registry awarded IBM the contract for ensuring the security of the electronic system. At the end of March another milestone was passed with the launch of the prototype of Chain Matrix, which gives conveyancers and homebuyers and sellers online access to information about their property chains. The prototype is being tested in three parts of England. Thanks, minister Vera Baird QC, Parliamentary Under-Secretary of State at Work life the Department for Land Registry receives many Constitutional Affairs, was commendations for our given day-to-day employment practices. Among responsibility for Land the latest have been the Registry in January. Ms Baird inclusion of Information took the reins from Baroness Systems in a new Top IT Ashton. In March Ms Baird Employers in the UK guide and visited Land Registry Head the award of the Association Office to meet Chief Land of Chartered Certified Registrar Peter Collis and Accountants’ Platinum other staff. “Land Registry Approved Employer for is such a dynamic Trainee Development organisation,” said Ms Baird, kitemark. the MP for Redcar. “I like the Ms Baird (left) learns about Land way that our new e-services Registry’s services are empowering businesses and citizens in their dealings with land and property.” The Department for Constitutional Affairs has now been renamed the Ministry of Justice.
5 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Highlights of 2006/7 cont’d
Peter Collis leads the walkers Good health A series of organisation-wide health awareness campaigns began in the summer with a focus on healthy hearts. Chief Land Registrar Peter Collis led a brisk walk around Lincoln’s Inn Fields and similar exercise was simulated at local offices.
Green gains An external audit reconfirmed Land Registry’s ISO 14001 certificate in February, demonstrating that we meet Register here international standards in Land Registry is encouraging energy use, waste disposal the owners of unregistered and general environmental land to register their property awareness. Following an voluntarily and so take organisation-wide advantage of a 25 per cent consumption-cutting discount on the fee. Local campaign, we were runners- office networking and a up in the multi-site category regional media campaign of the Carbon Clean-up helped meet our key Awards. performance indicator of adding 700,000 hectares to the total area of registered freehold land in England and Wales. Recent registrations have included the Duchies of Cornwall and Lancaster, the Blenheim Estate, the British Museum and the Forestry Commission.
6 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Equality ticked A review by Jobcentre Plus reconfirmed the award of the Two Ticks disability symbol to Land Registry, showing our commitment to the recruitment, retention, training and career development of disabled staff. We have also created a disability equality scheme to join our longer-established race equality scheme.
Full house We received a record It’s an honour 34,448,431 applications over Nearly 40 years of service to the year. Just over half were Land Registry was recognised substantive applications to when Gordon Vickers received change an entry on the Land the OBE from the Queen at Register or create a new one. Buckingham Palace in The remainder were November. Gordon retired preliminary service from our Information Systems applications for information. Directorate last year. He was Preliminary applications were involved in many of our key IT particularly high, with the projects, including the total of 14,660,341 up by 9.4 development of the Land per cent on the previous year. Register Online website and the preparations for the introduction of e-conveyancing. Gordon Vickers meets the Queen (Credit: BCA Films)
7 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Foreword by the Chief Land Registrar and Chief Executive
This has been an exciting year per cent compared with 2005/6. for Land Registry, not least We dealt with this work speedily, because of the publication of accurately and efficiently. our Blueprint. This sets out a vision of how Land Registry will A major accomplishment was look by the middle of the next increasing the Land Register to decade, when we expect to have cover 59 per cent of England a comprehensive Land Register and Wales, up from 48 per cent for England and Wales and only two years ago. We have e-conveyancing to be the achieved this by targeting larger established method for landowners and persuading transferring and mortgaging them of the benefits of property. voluntarily registering their estates. This enabled us to At the heart of our Blueprint is a exceed our milestone target of Land Registry even more 700,000 hectares. In 2007/8 we focused on its customers’ needs aim to register another 550,000 than now, tailoring its services hectares. to their particular requirements. In 2006/7 we took significant Customer satisfaction continues steps in this direction by to reach the highest levels. The developing and marketing a percentage of customers who range of commercial services are very satisfied or satisfied and launching our new House with our full range of services is Price Index. This draws on our an extraordinary 98.6 per cent, unique database of every with 49.8 per cent putting property transaction in England themselves in the very satisfied and Wales, using a ‘like-for-like’ category. method of calculating price changes that makes the index Our electronic conveyancing comprehensive, accurate and programme has progressed to timely. the launch of the prototype Chain Matrix service in March In 2007/8 we will continue to 2007, meeting the develop these and other new e-conveyancing key services and, just as performance target for 2006/7. importantly, will put even more We will be continuing to trial our effort into bringing them to the innovative prototype and attention of the huge range of evaluating the reaction of businesses and individuals conveyancers, lenders, estate whom we believe could benefit agents and the public. from them. Less visibly, but no less But our core business must significantly, we will be putting always remain our primary in place a robust system for concern. Following the trend of attaching electronic signatures recent years, our workload to documents, which will pave continued to increase by 5.88 the way for electronic lodgement
8 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
of applications to which deeds to enable as many as possible are attached, such as to stay with us by transferring to mortgages and property another office. transfers. We will also be analysing responses to our first I hope you will enjoy reading consultation on the draft our new style annual report. secondary legislation, which is We are immensely proud of the necessary before service we provide and will e-conveyancing can be strive to do even better in introduced. We will make further 2007/8. We will rise to the strides with our e-conveyancing challenges of the level of activity programme in 2007/8. in the housing market; the buoyancy of the re-mortgaging We would not be able to deliver market; the continuing growth all of this without our committed in the size of the Land Register; and talented workforce. We and the much greater use made need to support them so they by customers of the information can continue to give their best. on the register now that it is so This year this support has much more accessible, as well included, among many other as taking forward things, a comprehensive e-conveyancing and our other diversity training package and forward programmes. the continuation of our Future Leaders programme. We are Our aim is that, with each year introducing a new wider that passes, Land Registry’s business performance measure services get better and better for 2007/8 that will measure the and our organisation becomes average number of training one of which customers, staff days per person. and business partners can feel ever more proud. I hope that, We had to take some tough after reading this report, you will decisions in 2006/7. Continued share our sense of pride. improvements in efficiency mean that our workforce is now two-thirds of the size it was at its peak, yet our office network is unchanged. We had to address this, and therefore Peter Collis CB HonRICS CCMI proposed the merger of five Chief Land Registrar and pairs of our offices and the Chief Executive closure of two. This was not easy for an organisation that July 2007 had not had any significant office closures since we were founded in 1862. We stressed, though, that we would do all we could to help staff affected by these proposals and would try
9 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Land Registry directors
Peter Collis CB HonsRICS CCMI Ted Beardsall CBE Joe Timothy Chief Land Registrar and Deputy Chief Executive and Director of Legal Services and Chief Executive Business Development Director Deputy Chief Land Registrar
Andy Howarth Mike Cutt David Rigney Director of Operations Non-Executive Director Non-Executive Director
10 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Heather Foster Linda Daniels John Wright Finance Director Director of Human Resources Director of Information Systems
11 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future About us
Land Registry’s mission is to England and Wales, a London- provide the world’s best service based Head Office and offices in for guaranteeing ownership of Plymouth housing the Land land and facilitating property Charges and Agricultural Credits transactions. departments and our Information Systems Directorate. Appendix 7 In pursuit of this mission, Land contains contact details for Land Registry’s principal aims are: Registry offices. — to maintain and develop a stable and effective land The Land Register, comprising registration system more than 21 million titles, has throughout England and been open to public inspection Wales as the cornerstone for since December 1990. the creation and free movement of interests in land — on behalf of the Crown, to guarantee title to registered estates and interests in land for the whole of England and Wales — to provide ready access to up- to-date and guaranteed land information, enabling confident dealings in property and security of title — to provide a Land Charges and Agricultural Credits service.
Land Registry was created as a separate government department in 1862 and became an executive agency on 2 July 1990 and a trading fund on 1 April 1993. The Chief Land Registrar is the Head of the Department, full Accounting Officer and Chief Executive of the executive agency. He is a statutory office holder and is responsible for conducting the whole business of land registration in England and Wales. He reports to the Secretary of State for Justice and Lord Chancellor.
Land Registry operates through 24 offices located throughout
12 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our mission, vision and strategic objectives
Customer service documents referred to in the Our mission 1 Continue to make title registers available To provide the world’s best improvements to the delivery electronically to the general service for guaranteeing of services to all public via Land Register Online. ownership of land and stakeholders. This completes our task of achieving strategic objective 5. facilitating property Land registration transactions. 2 Deliver timely and effective To ensure we deliver annually secondary legislation in against these objectives, Land relation to land registration. Registry is set a key 3 Create a comprehensive performance target for each of Our vision Land Register for England our development areas. The Making property and Wales. targets for 2006/7 and our transactions easier for all. performance against them are Electronic service delivery shown in the table on page 15 4 Introduce an electronic under the section titled Strategic conveyancing system development areas. Our strategic through which most property transactions will be effected. objectives 5 Make all land registration Our strategic plan seeks to data electronically accessible develop or enhance existing to everyone. services as well as introduce new services, with the Other business 6 Develop a broader range of overall aim of making services for property property transactions easier professionals, the public and for all. others.
We have identified four key Each year, we address strategic objectives 1 and 2 by areas for development: continually improving our customer service, land services and ensuring that our registration, electronic legislation is up to date and service delivery and other meets the needs of our business. stakeholders. Our intention is to achieve strategic objective 3 within the next decade by To ensure we deliver committing each year to register improvements within each a challenging target of of these areas, we have additional hectares of land for agreed with our ministers the first time. Strategic a number of long-term objectives 4 and 6 will be strategic objectives, affirmed achieved progressively through the year-on-year introduction of each year. new services and service delivery systems. During 2006/7, we made the
13 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our key performance indicators
As well as setting the key performance targets for our development areas, each year the Secretary of State for Justice and Lord Chancellor sets Land Registry a number of key performance indicators (KPIs) to ensure our customers continue to receive an excellent land registration service.
Progress towards these KPIs is monitored throughout the year by a robust management information system, and performance information is published in a range of formats on a regular basis.
Our performance against the KPIs and wider business performance measures for 2006/7 is shown in the following table. Our performance against previous years’ KPIs can be found in Appendix 1. Our KPIs for 2007/8 can be found in Appendix 4. Explanations of the KPIs shown opposite can be found in Appendix 5.
14 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future How we performed against our key performance targets 2006/7
Target Achieved 2006/7 Customer service Speed Percentage of official copy and official search applications 98 98 processed within two working days Percentage of all registrations processed within 18 working days 80 88.6 Accuracy Percentage of registrations processed free of any error 98.5 98.8 Overall satisfaction1 Percentage of customers who, overall, are very satisfied/satisfied Better than 98.6 with the full range of services provided by Land Registry 95 Financial Percentage return on average capital employed 3.5 23.2 Efficiency2 Cost per unit in cash terms3 (real terms)4 £29.89 £25.84 (£21.17) (£18.30) Strategic development areas Customer service Introduce imagery-based access to Land Register Online Achieved – Aerial Land Locator launched in June 2006 Land registration Add a further 700,000 hectares of land to the total area Achieved5 – of registered freehold land in England and Wales 1 February 2007 – 780,554 at year end Electronic service delivery Introduce a prototype Chain Matrix service to provide Achieved – transparency to residential conveyancing chains Chain Matrix prototype launched 29 March 2007 Other business Establish a Land Registry Portal as a first step in Achieved – Portal implementing a single integrated customer interface access established for all electronic Land Registry information and services October 2006
1 Result from quarterly satisfaction survey (Ytd Quarter 4) and customer survey 2006. 2 This is the final-year target towards the the Treasury-agreed cost per unit target for 2006/7 of £29.89 in cash terms (£21.17 in real terms). Target adjusted for revised pension costs. 3 Based on the GDP deflator issued by the Treasury on 21 March 2007 (base year 1992/3). 4 The real-term unit cost in the base year of 1992/3 was £30.65. 5 Based on title extents (see also note 2 on next page).
15 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our wider business performance for 2006/7
Achieved Achieved 2005/6 2006/7
Customer service Speed Percentage of customers who are very satisfied/satisfied with the 99.3 99.2 speed of service of official copy and official search applications1 Percentage of customers who are very satisfied/satisfied with the 98.6 98.3 speed of service of registrations1 Average number of days taken to process: first registrations 11 13 dispositionary first leases 16 20 transfers of part 16 19 dealings of whole 5 6 official copies 3 3 official searches 1 1 Percentage of general correspondence (letters, faxes and emails) 97 97 responded to within five working days Accuracy 1 Percentage of customers who are very satisfied/satisfied with 97.9 98.2 the accuracy of registrations Overall satisfaction 1 Percentage of customers who, overall, are very satisfied 47.1 49.8 with the full range of services provided by Land Registry Financial Percentage cumulative reduction in fees since becoming 53.7 47.0 a trading fund (1993) Strategic Number of registered titles (millions) 20.513 21.079 Percentage (area) of freehold of England and Wales registered2 54.47 59.46 Number of registrations: first registrations 309,609 304,391 discharges 2,502,318 2,605,620 mortgages 2,627,999 2,723,530 transfers for value 1,270,867 1,480,819 leases 173,610 197,546
1 Result from quarterly satisfaction survey (Ytd Quarter 4) and customer survey 2006. 2 Based on indexings (see also note 5 on previous page).
16 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Intakes and outputs Applications received (in units) Overall intake increased by 4,000 5.88 per cent over that received 3,800 for 2005/6. 3,600
Units (000s) 3,400 We received 34,448,431 3,200 applications over the year. This 3,000 Quarter 4 equates to a unit intake for 2,800 2,600 2006/7 of 14.691 million, 2,400 Quarter 3 compared with the budget 2,200 forecast of 13.084 million. 2,000 1,800 Quarter 2 At 14,660,341, intakes of 1,600 preliminary services 1,400 Quarter 1 applications have been notably 1,200 1,000 high and have increased by 9.4 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07 per cent on the previous year’s 13,397,544 applications.
Output for the year was 34,432,036 applications, which is 6.8 per cent more than Daily intakes in 1996/7 and 2006/7 achieved for 2005/6. 140,000 Enquiries and correspondence 130,000 Full details of our year’s workload are shown at 120,000 Appendix 2. 110,000 Searches of the index map (SIM) 100,000
90,000 Official copies 80,000
70,000 Official searches 60,000
50,000
40,000 Register, filed plan and document views
30,000
20,000 Registration applications 10,000
0 1996/7 2006/7
17 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Overall customer satisfaction private sector that they deal Efficiency The results of our quarterly and with. This year, 33.3 per cent of We met our cash cost per unit annual customer surveys show our customers rated us as much target, the year-end figure being that the percentage of better than private sector £25.84 against a target of £29.89. customers who, overall, are very organisations. This is an satisfied or satisfied with the full improvement of 0.7 per cent on Fee income for the financial year range of our services is 98.6 per the 2005/6 figure of 32.6 per was £474.5 million against a cent, against our KPI of better cent. The figure for those rating 2005/6 figure of £395.4 million. than 95 per cent. Land Registry as much better Total expenditure was £382.1 than public sector organisations million against £364.7 million We continue to place great has remained at the high figure for 2005/6. importance on increasing the of 45.3 per cent. level of very satisfied customers We met our target for the Return and are pleased to record that on Average Capital Employed of progress continues to be made. 3.5 per cent with an outturn of Our customer surveys show that 23.2 per cent. A dividend of 49.8 per cent of customers rate £16.55 million for the financial themselves as very satisfied with year was paid to the Consolidated the full range of our services, Fund (£14.23 million in 2005/6). compared with 47.1 per cent in 2005/6. How do our customers feel we compare with other The annual customer survey organisations? registered a big improvement in satisfaction with our electronic Much better/ The same Worse/ Land Registry Direct service. To better much worse improve the customer support 2006 (2005) 2006 (2005) 2006 (2005) experience of this service, we Private sector 77.6% (78.5%) 20.7% (20.4%) 1.7% (1.0%) completed some process and organisations infrastructure changes to Other public sector 86% (86.3%) 13.1% (13.4%) 0.8% (0.1%) automatically route relevant organisations support calls to our Stevenage office. This has resulted in a (Source: Land Registry customer satisfaction surveys 2005 and 2006) reduction in the amount of time customers wait for their calls to be answered, as well as a How do our customers rate their overall satisfaction with the reduction in the amount of service provided by Land Registry local offices and the Land password-related calls taken by Charges Department? the Information Systems Service Desk. Despite much increased Very satisfied/ Dissatisfied Very dissatisfied traffic, the number of customers satisfied who were very satisfied with 2006 (2005) 2006 (2005) 2006 (2005) the service increased by 10 Local office 98.8% (99.4%) 1.1% (0.5%) 0.2% (0.1%) percentage points to 53 per used most frequently cent. Land Charges 99.3% (99.4%) 0.5% (0.6%) 0.1% (0.0%) Department We asked customers to compare us with others in the public and (Source: Land Registry customer satisfaction surveys 2005 and 2006)
18 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Cost per unit £32 £31 £30 £29 £28 £27 Target cost per unit in £26 cash terms £25 £24 Cost per unit in cash terms £23
£22 Target cost per unit in £21 real terms £20 £19 Cost per unit in real terms £18 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07
Dividend to the Consolidated Fund £24m
£22m
£20m
£18m
£16m
£14m
£12m
£10m
£8m
£6m
£4m
£2m
£0m 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07 Return on Average Capital Employed 30%
25%
20%
15%
10% Achieved
5%
Target 0% 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07 19 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
How do our customers rate our speed of service and Speed We achieved our KPI of quality of correspondence? processing 80 per cent of all registrations within 18 working Very satisfied/ Dissatisfied Very dissatisfied days, with 88.6 per cent satisfied completed within the target and 2006 (2005) 2006 (2005) 2006 (2005) 85.3 per cent completed within 98.5% (98.8%) 1.4% (1.1%) 0.1% (0.1%) 15 days. During 2005/6 (when intakes were lower), the results were 89.5 per cent within 18 (Source: Land Registry customer satisfaction surveys 2005 and 2006) days and 85.1 per cent within 15 days.
During the past few years we Customer satisfaction – speed and accuracy of registrations have introduced a culture whereby dealings of whole Very satisfied/ Dissatisfied Very dissatisfied (where no amendment is satisfied needed to the title plan) are 2006 (2005) 2006 (2005) 2006 (2005) processed on a ‘same-day’ basis. On a daily basis, we Speed of service 98.7% (99.6%) 1.3% (0.3%) 0.1% (0.0%) for dealings of whole completed more than 60 per Speed of service 95.2% (97.8%) 4.5% (2.1%) 0.4% (0.1%) cent of such applications on the for new titles day of receipt. Those we could Accuracy 97.9% (97.8%) 1.8% (2.0%) 0.3% (0.1%) not complete were usually awaiting confirmation by (Source: Land Registry customer satisfaction surveys 2005 and 2006) lenders that a mortgage had been discharged. We have also been extending this practice to new titles. This process will be assisted by the development of e-conveyancing.
The results of our customer satisfaction survey showed that 98.3 per cent of customers were very satisfied or satisfied with the speed of service of substantive casework for 2006/7, and 99.2 per cent were very satisfied or satisfied with the speed of service of preliminary services.
20 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Accuracy Standards of service We also achieved our KPI Our target standards of service, relating to the accuracy of and our achievements against casework. We processed 98.8 them, are published each year per cent of all cases free from in our annual report and error against the target of 98.5 accounts as well as being per cent. displayed in our customer information centres across The results of our quarterly and England and Wales. annual customer satisfaction surveys show that 98.2 per cent Practitioners’ advisory of customers were very satisfied committees are also regularly or satisfied with the accuracy of informed. Information relating casework in 2006/7, compared to our performance against with 97.9 per cent for the these targets is published on previous year. our website www.landregistry. gov.uk and in our customer The percentage of customers magazine Landnet. who were very satisfied with the accuracy of completed Our 10-Year Strategic Plan and registrations was 45.3, an our annual business plans increase from 42.3 per cent last contain full details of our key year. performance targets and are published on our website. These online business plans are regularly updated with details of our current performance against these targets.
Land Registry’s statement of service standards is set out in Appendix 3. Accuracy 99.0%
98.5%
98.0% Achieved
Target
97.5% 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07
21 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our organisation
For most of Land Over the past year we’ve demonstrated that we’re Registry’s history we moving towards the kind of have been dedicated to flexible, outward-looking the vital task of organisation we want to become. Our new board processing registrations. structure and the creation of a But times are changing. Marketing & Sales Group from We’re still committed to 1 April 2007 reflect our leaner, modern approach. Our providing a world-class environmental performance registration service but and membership of Business we’re also aiming to in the Community demonstrate our concern for double the number of our impact on the wider services we offer by the world, while our International end of the next decade. Unit continues to make our expertise available to As a result we’ll greatly developing nations. widen the number and type of customer we serve. We’ll need to be even more proactive, customer-friendly and high achieving.
22 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Land Registry’s boards assurance to the Land of risk management in Land From April 2006 Land Registry Registry Board on key risks Registry, via the Business has operated with two boards: and control issues. Risk Board the Land Registry Board, — receiving regular progress including two independent non- An organisational chart showing reports from the Chair of the executive directors, and the Land Registry’s corporate Business Risk Board Executive Board, which has the governance structure together highlighting any emerging same membership but excludes with its committees and their risks and reporting on the the non-executive directors. The purpose is at Appendix 9. strategic risk register activity Land Registry Board is — regular reports from Internal responsible for the strategic Audit Audit and other areas of the direction, good governance and The accounts have been audited business, such as single overall performance of Land by the Comptroller and Auditor tender contracts and health Registry. The Executive Board General (C & AG). The cost of the and safety, to gain an delivers the annual business plan audit work for 2006/7 was £69k assurance that proper and is responsible for the day-to- (2005/6: £68k). The cost is in processes were being day management of Land respect of the audit services adhered to Registry. relating to the statutory audit. — agreeing and monitoring There were no other services Internal Audit’s plans and These boards are supported by a provided or assurance work reports and ensuring action number of subsidiary boards, undertaken by C & AG during the was taken to implement which either oversee specific year. Internal Audit’s aspects of Land Registry’s recommendations operations or provide assurance. So far as the accounting officer is — agreeing and monitoring In particular: aware, there is no relevant audit External Audit’s strategy, — the Business Risk Board information of which Land audit and management letter ensures that key risks are Registry’s auditors are unaware. — drawing up of an overview of identified and managed in The accounting officer has taken assurance providers within Land Registry all the steps that he ought to the organisation to assist — the Programme Management have taken to make himself them in the delivery of their Board owns Land Registry’s aware of any relevant audit duties to the Land Registry programme portfolio on information and to establish that Board behalf of the Land Registry Land Registry’s auditors are — approving the annual and Executive boards and aware of that information. accounts and statement on provides assurance that internal control for the annual projects accurately support Work of the Audit Committee report. the delivery of Land Registry’s The committee’s activities in business plans 2006/7 included: During the period under review, — the Business Development — recommending John Wright, Director of Board assesses the improvements in internal Information Systems, and David commercial viability of major procedures, such as server Cleasby, Area Manager new business ventures. It security Portsmouth Office, joined the considers their compliance — reviewing the membership committee, replacing other and financial, ethical and and induction of Audit executive officers. The Chief legal implications before Committee members, Executive, Finance Director, Head sanctioning further including specific training on of Internal Audit and our external development their responsibilities auditors routinely attend the — the Audit Committee provides — overseeing the development committee’s meetings.
23 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Risks to our business reliability of such systems is vital e-conveyancing – Secondary Land Registry’s first priority must to our business. Accordingly, we legislation part 1, members of the always be to deal with the work have to have robust and Rule Committee met to gain an our customers send us as quickly, comprehensive business understanding of the proposed accurately and efficiently as we continuity plans in place to system of e-conveyancing. can. We are a customer-led mitigate the impact that their loss Although the advice and organisation, and we have to would have on our operations, assistance of the Rule Committee respond to the work the property including an annual programme is not required for the draft rules and mortgage markets generate of exercises designed to test being consulted on, members of for us. Our experience of recent arrangements at each Land the committee were included years is of a progressive increase Registry office. among those the Secretary of in the amount of work we handle. State for Justice and Lord Our risk management policy is Chancellor considered it This reflects the level of activity in set out in Appendix 10. appropriate to consult. the housing market, the buoyancy of the re-mortgaging Rule Committee International Unit market, the continuing growth in The Rule Committee was Our International Unit ensures we the size of the Land Register, and reconstituted under the Land communicate and interact the much greater use made by Registration Act 2002 to provide effectively with our stakeholder customers of the information on advice and assistance to the network overseas, that we are the register now that it is so Secretary of State for Justice and represented in relevant much more accessible. We Lord Chancellor in making new or international forums and that we cannot accurately predict what revised rules under the Act. A contribute where appropriate to will happen in these markets in High Court judge chairs it and its the Government’s wider strategic the coming year, and the impact members comprise the Chief goals, including providing UK that this might have on our Land Registrar, representatives of expertise to developing countries. income and performance, and so the legal profession, mortgage we have to have sound risk lenders and surveyors together During 2006/7 we have, among mitigation plans in place to with a person appointed for their other projects, provided ensure that we have sufficient experience in consumer affairs. assistance to the British Council’s operational capacity to meet the Neither the chair nor the Security, Justice & Growth demands of these markets while members are paid for their work programme in Nigeria, funded by maintaining our high standards on the committee. The committee the Department for International of customer service. meets as necessary to consider Development (DFID). In Rwanda new or amendment rules. we supported a DFID-funded In addition, we have to be project to help implement a newly prepared for the impact of new During the course of the year the enacted land law in terms of land legislation on our operations, terms of two of the members registration law and practice. In such as the forthcoming ended. The Lord Chief Justice partnership with Registers of introduction of home information reappointed the High Court judge Scotland, we assisted the Slovak packs, and innovations of our and the Secretary of State for Republic in a European Union own such as e-conveyancing and Justice and Lord Chancellor project enhancing the efficiency the development of new reappointed the consumer affairs of its land registration services. commercial services. representative. We also: Lastly, with IT systems at the Following the publication, in — maintained our strong links heart of our customer service February 2007, of the with the United Nations’ delivery, the availability and consultation paper Economic Commission for
24 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Europe’s Working Party on This year we have hosted study I’m hopeful Land Registry will Land Administration (WPLA). visits from our counterparts and return to Rwanda to continue Our Deputy Chief Executive other organisations in Bulgaria, to encourage and support the continues to represent us on Croatia, Ghana, Indonesia, development of their fledgling the Bureau of the WPLA. We Jamaica, Macedonia, Mongolia, land administration system provided legal expertise for a Nigeria, Poland, the Russian and to help protect ordinary comprehensive land Federation, Saudi Arabia, citizens’ property rights. administration review in Scotland, Sierra Leone, Azerbaijan under WPLA Singapore, South Korea and auspices Thailand. — remained active members of the European Land Registry Association — attended IBM’s Business Jon Llewellyn, Leadership Forum in Rome International Unit for discussions about Working for Land Registry’s innovation and the challenges International Unit means you facing businesses in the 21st are constantly challenged to century deliver significant reforms at — participated in the joint a national level. In 2006 I meeting of the Permanent worked in Rwanda on the Committee on Cadastre and National Land Reform Eurogeographics held in Programme – my mission was Vienna, an international to come up with a seminar on real property comprehensive title transfers in European Law in registration system that could Jon Llewellyn Madrid, the XXIII Congress of be applied to the whole the International Federation country under the newly of Surveyors in Munich and enacted Rwandan Organic the European Land Registry Land Law. Association meeting in Brussels. I created a comprehensive title registration act designed During the year we have seen to preserve citizens’ land Andrew Smith, a significant increase in the rights and promote economic number of visitors we have opportunity and growth in International Unit welcomed from overseas, Rwanda. I then helped the Land Registry has been delivering tailor-made study government prepare a costed working in Nigeria since 2004 programmes to meet their bid document for submission in conjunction with the British particular areas of interest, such to the newly formed Council’s Security, Justice & as customer service or Investment Climate Facility for Growth programme. My brief is e-conveyancing. Such visits give Africa in support of their to implement our national land us the opportunity to share national business reform administration development experience and expertise, and to strategy. The bid proved to be strategy, adapting it to build relationships with overseas successful, providing funding changing circumstances and colleagues working in the same for the strengthening of land ensuring that new field. administration and business opportunities for progress are development in the country. identified.
25 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
action plan. We are looking to Our commitments will have an I really have two key roles – the the future to deliver our impact on everything from first is political which involves corporate responsibility and environmental management building high-level consent sustainable development systems and sustainable and support for continuing obligations while using every procurement to fundraising and improvement, promoting opportunity to generate volunteering. dialogue across traditional measurable business benefits in governmental boundaries and order to achieve recognition as We are working towards reducing the mentoring of senior an organisation that truly carbon dioxide emissions by 12.5 government officials in relation contributes to the wider per cent by March 2011. to institutional capacity communities it serves. Similarly, we continue to make building. The second is a good progress to improve the classic technical assistance We were awarded the Charter energy efficiency of our buildings role, employing my land Mark for the fifth successive by 15 per cent by 2010. These registration skills directly. time in 2004. An interim are both central government assessment in 2005 saw targets relating to sustainability. There is still plenty of progress independent assessors looking The assessment is made by to be made but I’m confident at evidence of continuous measuring electricity and gas that Nigeria will develop a improvement demonstrating consumption against square system of land registration that that our service continues to metreage. could eventually provide an meet the Charter Mark standard, example to other developing particularly in terms of diversity countries in Africa. and our work with local communities. Carbon reduction Staff at the Swansea office Corporate responsibility Our sustainable development were presented with 10 green Corporate responsibility is the action plan commits us to the shrubs as the prize for a continuing commitment by responsible use of non- successful campaign to businesses such as Land Registry renewable resources, the reduce energy use. Swansea to behave ethically and protection and enhancement of registered a 28 per cent contribute to economic the environment, social reduction in energy development while improving the inclusion and socio-economic consumption, the largest of quality of life of the workforce growth. all Land Registry offices, and their families, as well as the during a week-long efficiency local community and society at We aim to measure our success drive in December 2006. large. against the five main principles of the Government’s Securing Switching off equipment such This year we have started to take the Future report. as monitors, printers and steps to fine-tune our — Living within environmental photocopiers contributed to commitment. We joined Business limits. the office’s green victory. in the Community, which — Ensuring a strong, healthy comprises more than 700 of the and just society and Swansea’s carbon footprint UK’s top companies committed to sustainable communities. has also been reduced by the improving their positive impact — Achieving a sustainable installation of voltage on society. economy. optimisation technology at all — Promoting good governance. Land Registry offices. A year- Extensive discussions with — Using sound science on-year comparison has Business in the Community have responsibly. shown a reduction in monthly led to the preparation of our own 26 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
energy consumption of 12,000 kWh.
During the Christmas efficiency drive the office saved a further 3,000 kWh.
“The 1.5 tonne reduction in carbon emissions in one month as a result of our energy-saving actions is roughly equivalent to the emissions produced by using an average family car for a year,” said Accommodation Manager Bill Moore. Hayley Rees, Melanie Rees and Clare Leonard “This is a significant saving of Swansea Office receive their prize for one office alone, and as we have installed voltage optimisation across all our offices, we have saved around £200,000 to date,” said Martin Illingworth, Energy & Environment Manager for Land Registry.
“Saving money is something every office manager is keen to do, and the message is simple – getting staff to switch off equipment at the end of the day can significantly reduce energy bills.”
Improving energy efficiency in our offices
Base year This year Compared 2002/3 2006/7 with base year Gas (kWh per square metre) 143.15 95.21 -33% Electricity (kWh per square metre) 127.48 88.37 -31%
Improvement in CO2 emissions from -10% energy use
27 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Property Asset Management business operations and suppliers, together with proactive Board functions. Proactive contract supplier and market intelligence Through the Office of management is essential over the reporting and the introduction of Government Commerce (OGC), term of each contract to extract a contract management software the Treasury has raised the full value and appropriate risk tool. profile of real estate transfer. It also permits the management for all government budget holder to demonstrate Risk identification, mitigation and departments, agencies and auditable proof of governance of management, performance arm’s-length bodies. the contract. measurement, communication, relationship building, knowledge, Land Registry’s Chief Facilities We comply with the Late intelligence and value Estates Officer and the Head of Payment of Commercial Debts enhancements are all integral to Estates were involved in the (Interest) Act 1998 and the Better this new role and will help Land research undertaken by the OGC Payment Practice Code. During Registry to achieve best practice and later on the implementation the year we paid 98.9 per cent of contract and relationship steering group. invoices received from suppliers management. within 30 days (or the agreed Launched in November 2006, the contractual terms if otherwise Ordnance Survey partnership High Performing Property Route specified). This percentage does Land Registry has negotiated a Map to Asset Management not include disputed invoices. new three-year surveying Excellence provides the services agreement with map framework and direction for A strategy has been approved supplier Ordnance Survey. improving strategic property clearly setting out contract asset planning in central management activity within Land Land Registry is Ordnance government over a defined Registry over the next three to Survey’s biggest single customer. period. The key actions and five years. deliverables are aimed at The new agreement: achieving efficiency savings. A contract manager with overall — includes changes within the responsibility for proactively service to create efficiencies Land Registry is well placed to managing that relationship and and ensure the supply of map achieve the requirements of the its strategic direction has been data in improved timescales route map and, in many areas, is identified for Land Registry’s — caters for the ongoing already achieving the objectives category 1 suppliers. This training of Land Registry and goals the route map classification was identified surveyors in new technology highlights. One of the through detailed analysis of our — fixes the price of surveys recommendations of the initiative critical suppliers. It signifies a carried out for Land Registry, was to create within government supplier of goods or services to and the data delivery service, organisations a Property Asset Land Registry where the loss or for the next three years Management Board (PAMB). failure of provision of any one — ensures a more proactive Following the Executive Board’s criterion or combined effect of relationship between the two approval, Land Registry was one several criteria would prevent the organisations. of the first agencies to introduce organisation from meeting its a PAMB. KPIs or wider government performance measures. Contract management Land Registry is ever more reliant Risk registers, checklists and on a number of key suppliers to service improvement plans have successfully undertake its been developed for these
28 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our services
Land Registry’s We continue to base our service provision on our services are increasing structure of local offices in type and number, across England and Wales but spanning both we’ll develop more customer- centric ways of working. We statutory and non- promote and deliver our statutory provision. services through a variety of We envisage that the channels – our offices, our websites, our publications number of services we and our events. More and provide will double by more staff are getting out 2014. They include our from behind their desks to sell, market and publicise our traditional processes for services. But we never forget registration services, that our core business is land although these will be registration, nor undervalue our irreplaceable skills and used less as the knowledge in that field. introduction of e-conveyancing leads For 2007/8, we are preparing ourselves to handle more to greater usage of work than in 2006/7. Should electronic processes intakes be exceptionally high, and a developing range we will stretch our operational capacity through overtime of new e-services. and by switching resources Many of these new from less time-critical tasks. services relate to the The amount of work we have been handling has led us to development of recruit 200 staff to replace e-conveyancing and some of the staff we have lost others are being through natural wastage, and we would not rule out further devised and developed. recruitment if market conditions justify it. Should intakes abate, however, we will respond by switching our resources into less time- sensitive, but nonetheless important, work such as encouraging voluntary registration and enhancing still further the quality of our data.
29 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our services
Register development estates, landowners and Creating a comprehensive government agencies. Others, register of land in England and such as Durham Cathedral Wales is vitally important to (pictured), Valle Crucis Abbey Land Registry. It will mean every (pictured) and Caerleon registered landowner has the Amphitheatre, were historic best possible legal protection buildings whose conservation making buying and selling will be enhanced by the security property easier for everyone of registration. concerned. Our media campaign has meant At present 40 per cent of the that register development land area of England and Wales managers have been speaking Register Development Manager Harry is unregistered because many directly to newspaper, TV and Charlton (left) with Jon Williams, land agent homes and estates have, for radio reporters, often for the for Durham Cathedral example, not been sold, first time. Media training has mortgaged or remortgaged helped them prepare for the since compulsory registration experience. On occasion they was introduced in their area. have done several interviews in Land Registry’s register succession, switching between development teams, based in media throughout the day. each of our local offices, have taken on the challenge of encouraging unregistered landowners to register voluntarily.
The local knowledge and contacts of the teams, a marketing and PR campaign Register Development Managers Gerald Dyer (right) and Kevin Barry (left) with promoting the benefits of Project Manager Rob Morgan (centre) at registration, and the Valle Crucis Abbey encouragement of a 25 per cent discount for voluntary registration all helped us meet our 2006/7 target to register another 700,000 hectares of land, roughly equivalent to 5 per cent of England and Wales. We’ve worked closely with professionals in a position to influence the decisions of landowners, such as solicitors, chartered surveyors and valuers.
Some of the new registrations were the property of high-profile
30 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
subject, contributed to the Andy Pikesley, Register successful implementation of Development Manager, the new system. Durham (Boldon) Office At BBC Radio Cumbria I sat at Chain MatrixTM a desk to the side of presenter Land Registry’s prototype Chain Gordon Swindlehurst and was Matrix service was successfully asked to put the headphones launched to customers on on. There was no opportunity 29 March, meeting the to discuss the interview as e-conveyancing key Gordon was already performance indicator for broadcasting live. 2006/7.
He had our press release in E-conveyancing is one of our front of him and began by most ambitious projects to date asking me questions about and the launch of the prototype what Land Registry does and is an exciting step along the the campaign in Cumbria. It way. was all quite fast and frenetic and after 90 seconds it was Prescribed clauses leases Chain Matrix is an online service over. June 2006 saw the introduction that allows property of prescribed clauses leases. A professionals and homebuyers At the Cumberland News, a standard set of clauses must and sellers to keep track of the paper well read by the now appear at the beginning of progress of their property chains farming community, I was met certain registrable leases. on screen. Around 900 potential by farming editor Anna users will have access to the Burdett. This interview was Customers were encouraged to prototype, with numbers much longer, perhaps 10 provide us with feedback on the expected to rise during the six- minutes, with Anna scribbling clauses during a period of month trial period ending on 29 down her notes in shorthand voluntary use from 9 January to September 2007. and allowing me to get over 19 June, when the clauses my key messages. These became compulsory. The users include solicitors and included statistics about estate agents who, along with unregistered land in Cumbria, An extensive publicity and support staff, completed their state-guaranteed title and education campaign and a Chain Matrix training on better protection against dedicated helpline provided 22 March 2007, as Land squatters. information and support to Registry’s team of instructors customers. Champions were went on the road visiting the By the time I met the Border appointed at each Land Registry three trial areas of Portsmouth, TV crew on the shore of Lake office and dedicated staff Fareham and Bristol. Windermere I was more underwent a comprehensive experienced. We arrived late training programme to be able The e-conveyancing team will so it was a case of drive up, to assist with queries. now concentrate on supporting straighten tie and up in front customers and gathering of the camera. The interview An action pack containing feedback on the overall was done in one take – best guidance notes, as well as the customer experience of Chain of all, I did not need my brief introduction of Practice Guide Matrix. at all. 64, specifically focusing on the
31 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
The formal evaluation process Commercial services includes an interim report Land Registry has a unique set of midway through the prototype skills and data that an ever- period and a final report at the widening range of customers is end of the exercise. Both will willing to pay for. A Commercial provide valuable feedback for Services Team was set up to planning future services. answer those business needs. Helen Reynolds, Chain The growing team is based in Matrix New Business Birkenhead, Coventry and London and at the end of March Executive 2007 numbered 32. The sales it I have always been interested is generating increased from in Land Registry’s £0.6 million in the 12 months to e-conveyancing programme March 2006 to £1.8 million in the and joined the Chain Matrix same period to March 2007. New Business Team in July 2006. There are three main areas of commercial business: My role began with intensive — data services (including sales and marketing training property price information) and expansion of my — consultancy and advice knowledge of e-conveyancing services and Chain Matrix. By utilising — developing property-related my training and tailoring my registers on behalf of other approach depending on organisations. individual customer needs, I really felt that I contributed and their existing product to Land Registry’s successes Among the new services is knowledge, I succeeded in when e-conveyancing met its Property Watch, under which getting many participants key performance indicator for Land Registry charges, to monitor involved in the Chain Matrix Chain Matrix in March. I am the ownership of particular prototype, which was very now looking forward to properties or a portfolio of rewarding. supporting customers properties. It appeals to throughout the prototype developers planning major period and getting their construction projects, local feedback to ensure the authorities, mortgage companies, successful development of estate agents and others. e-conveyancing in the future. Developing commercial services brings a number of benefits to both our customers and ourselves. The benefits to Land Registry include the ability for us to use the profits to fund future investment needs and improve service quality, as well as developing new skills in our staff. In respect of our customers, Land
32 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Registry is using its skills and This year the combined total of resources to benefit the wider applications dealt with by the community. Land Charges and Agricultural Credits Departments was 5,222,236, which represents an increase of 0.7 per cent over the Paul Heywood, Account total for 2005/6. This was due in Manager, Coventry Office the main to an increase in the I had the opportunity to join number of insolvency the Commercial Services registration applications Team in December 2005. received.
I was attracted to the job The proportion of search and because it gives me an official copy applications made appreciation of wider by telephone, direct access and commercial markets. It fax increased to 83 per cent of enables me to get out and see the total number of applications customers on a regular basis received during this year, and gain knowledge of what compared with 76 per cent in they do and how it fits with 2005/6, with 84 per cent of our business. official copy applications being delivered in this way. Sixty-two At first we responded to per cent of land charge searches customer requests on an ad are now processed through Land hoc basis but now we have a Registry Direct and the National market research team that Land Charges and Agricultural Land Information Service. The goes out to the various Credits percentage of telephone market sectors to look at The Land Charges Department searches conducted as a specific requests and find out operates under the authority of proportion of total search how they’re using our data. the Land Charges Act 1972. The applications received fell to 20 The team then brings back department maintains registers per cent compared with 30 per information to see what of land charges, pending cent in the previous year. products we can develop. actions, writs and orders affecting land and other We have a range of clients encumbrances registered operating in different market against the names of owners of sectors. Property Watch and property that is not registered Data Matching, for example, under the Land Registration are popular with estate Acts. agents and credit management companies. The Agricultural Credits Department is responsible for The benefit of commercial maintaining a register of short- services to us at Land term loans by banks under Part Registry is that it provides ll of the Agricultural Credits Act extra revenue while also 1928. These charges are meeting customer needs in a secured on farming stock and more flexible way. other agricultural assets.
33 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
The Agricultural Credits Department
Year New registrations Cancellations and Searches rectifications
2004/5 1,134 1,118 3,779 2005/6 1,021 928 3,769 2006/7 1,250 860 4,356
The Land Charges Department
Type of Number of Percentage variation application names compared with 2005/6
New registrations, rectifications and renewals 175,750 15.7 Cancellations 30,120 -6.2 Official searches 1 Full searches 706,483 -5.1 2 Searches limited to insolvency 4,214,705 1.3 Total searches 4,921,188 0.3 Official copies 88,712 -3.3 Total 5,215,770 0.7
34 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our customers
Land Registry’s We’re changing the way we interact with our customers by customer base is developing a segmentation expanding as new approach that allows us to services are introduced meet their needs better. In doing so we are building on a to a wider market. The proud track record of customer core of our customers service. Our 2006 customer remains the solicitors, survey tells us that almost 99 per cent of our customers are conveyancers and satisfied with Land Registry, lenders who use our while our complaints scrutineer, registration services on the Independent Complaints Reviewer, praised our proactive a regular basis. Other response to customers’ commercial interests concerns. and organisations are As we’ve developed new being drawn in by the services we’ve also developed development of new ways of communicating e-conveyancing and our with our customers. Focus groups and opinion polls keep new commercial us informed about their services, while responses to what we offer and increasing numbers of what we propose to offer. the general public are All formal written consultation coming into direct exercises conducted by Land contact with Land Registry adhere to the criteria set out in the Cabinet Office’s Registry through our Code of Practice on Consultation. websites and campaigns. We offer training to customers through seminars at our local offices and through the Qualification in Land Registration Law and Practice. Early in 2006 our register development teams embarked on a programme of visits to regional countryside events to promote voluntary registration. And in May 2006, at the BBC Good Homes Show in Birmingham we took our messages directly to a broad cross-section of the general public. 35 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Customer segmentation said. “Land Registry was Norfolk Archaeological Trust We’ve held national user panels extremely helpful with the Norfolk Archaeological Trust for some years but have always registration process. I received owns Caistor St Edmund mixed a wide range of one-to-one help with my Roman Town, a 48-hectare customers together. The aim has application and the area of open land just south of been to verify our view of our registration team was on hand Norwich. Thought to have been performance and services and, to give guidance when I an Iceni market town in Queen at the same time, to ‘run’ our needed it. Boudicca’s time, its origins can new ideas across our customer be traced back to the Iron Age. base and gain valuable feedback “I found the process It is one of only three Roman in advance of their release. regional capitals in England straightforward and stress- free. I have recommended land that has not been built over. This year the aim has remained registration to my contacts the same but we have started to due to the outstanding service. Julia Daber of Cozens Hardy & segment customers, so that Jewson, the solicitors who act similar and like-minded “Ownership of the land for Norfolk Archaeological customers are gathered together becomes guaranteed by the Trust, is advising all her clients and can give us a much more state, consolidating complex to register their land. focused view. This initiative has legal information and helping been really useful and to protect it from “Land Registry is currently successful. For example, groups encroachment. In the case of running a campaign to of lenders, large conveyancing Caistor Roman Town its encourage people and firms and high street solicitors boundaries are now secured organisations to identify and have differing views and for all future generations.” register what they own,” she interests and we’ve been better able to extract those views and react to them.
We intend to develop this further in 2007 by moving to more qualitative methods of customer research – moving away from our annual one-size-fits-all survey. It’s all part of our drive to become more reactive to what customers need us to deliver.
Open and full information A comprehensive range of practical information about our services and procedures is available from all our customer information centres (CICs). All publications and land registration forms are available to download free of charge from our website (www.landregistry. Caistor St Edmund gov.uk) as are all the official
36 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
forms needed to lodge land referred to on the register as well Welsh language service registration applications. The as to the register and title plan. Land Registry welcomes website also includes a page correspondence in Welsh and devoted to answering frequently All CICs are audited for initiates correspondence asked questions. accessibility and have access for accordingly. We reply in Welsh wheelchair users. Staff in these to letters received in Welsh and During 2006, Land Registry centres are trained in providing meet the same speed of service identified 78 written requests for quality customer service for targets for correspondence. information as being made under disabled customers and those Correspondence by fax and the provisions of the Freedom of with special needs. We maintain electronic means are treated in Information Act 2000. a list of members of staff who the same way. Our website is can use British Sign Language bilingual, and the Welsh site can Accessibility and the with customers. We provide a be accessed through promotion of choice textphone facility on a freephone www.cofrestrfatir.gov.uk Our main customers tend to be number and welcome calls made from the legal profession or through Typetalk. Both of these We offer a Welsh language financial institutions, although services are for deaf or hard-of- service on the telephone and in we do receive applications and hearing customers. some customer information and enquiries from a range of other telephone service centres. We bodies and directly from the We are able to provide aim to deliver an equally high- general public. We recognise documents and guidance in a quality service in Welsh and that our customers include range of formats including, on English. everyone affected by our work. request, Braille, large print and audio cassette. This is made Every register template Customers can contact us in possible by a service level produced at our Wales Office is person, or by telephone, fax, agreement with HM Revenue & printed in bilingual format. All email and post. Professional Customs. Customer service headings and standard customers with credit accounts managers at each of our offices information on registers of titles can access our services have been provided with an in Wales appear in Welsh and electronically through Land information pack containing English. Individual entries Registry Direct and through practical guidance on the needs appear in the language of the Telephone Services, both of of disabled customers. source document on which they which provide a quick, are based. convenient and simple method We use our customer feedback of applying for a number of our questionnaire, We value your For further information on the services. Telephone Services for comments, to assess demand for Welsh language services that Wales specialises in Welsh place information in languages other we provide please contact: names and offers a Welsh- than English and Welsh. We also speaking voice. maintain a database of staff The Welsh Language able to speak other languages to Coordinator The general public can access help customers with particular Land Registry our information electronically by language needs. We can supply Wales Office using Land Register Online. This information leaflets on our Tyˆ Cwm Tawe service allows anyone with complaints procedure and about Phoenix Way access to the internet to view the information we hold and Llansamlet and print copies of register how to obtain it in Chinese, Swansea SA7 9FQ entries and pay by credit card. Gujarati, Hindi, Punjabi and Urdu It provides access to any deed and other languages on request.
37 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Putting things right We appreciate that mistakes can How do our customers feel we respond to complaints? be annoying, but sometimes Very satisfied/ Dissatisfied Very dissatisfied things can go wrong and we satisfied may not get it right first time. Aspect of service 2006 (2005) 2006 (2005) 2006 (2005) When people feel they have cause for complaint we like to Speed of response 92.8% (96.2%) 6.3% (3.1%) 0.8% (0.6%) Courtesy and 96.8% (98.2%) 2.3% (1.5%) 1.0% (0.3%) hear from them and we provide helpfulness a variety of methods to make it Keeping you informed 91.1% (95.3%) 8.3% (4.0%) 0.7% (0.7%) as easy as possible to contact Quality of 90.8% (95.4%) 8.0% (3.4%) 1.1% (1.2%) us. Our website enables investigation customers to complain to us Outcome 88.6% (94.6%) 8.5% (3.5%) 2.9% (1.8%) online and it also contains Overall service 93.2% (96.4%) 5.3% (2.7%) 1.4% (0.9%) contact details to make it straightforward for people to (Source: Land Registry customer satisfaction surveys 2005 and 2006) complain in person, over the phone or in writing (including Reviewer (ICR), Ms Jodi Berg, at New Premier House, 150 fax and email). There is also a conducts impartial Southampton Row, London freephone number for investigations of complaints WC1B 5AL (telephone 020 7278 customers who wish to from customers who are 6251), or online at telephone the Customer Service dissatisfied with the service they www.icrev.org.uk Manager for Land Registry. have received from us and who have not been satisfied by our Only one formal response was We see complaints as an internal complaints procedure. made during the year. This was important aspect of customer Land Registry’s short response feedback because they may The number of referrals leading to the ICR’s annual report, identify gaps or deficiencies in to formal investigations by the endorsing that report, which service delivery and lead to ICR remains at a low level, and praised Land Registry for its improvements. Customers are of those few complaints rising to proactive response to informed of improvements investigation level only a complaints. made in response to complaints handful have been upheld. either directly or through our Indemnity Fund customer magazine, Landnet. The constructive criticism that In 2006/7, we paid Information about these complaints contain is £5,253,416.51 for 873 claims improvements is also published considered and actioned by the compared with £14,116,042.17 in the short report to our annual ICR Evaluation & Study Team, in 2005/6 for 997 claims. customer satisfaction survey. which was specifically set up to consider recommendations The largest payment was for a In 2006/7, we received 2,589 made by the ICR. Information total of £550,000 (including complaints (4 per cent more about its meetings and the costs), which resulted from the than in 2005/6) of which 88 per actions taken on the ICR registration of a forged transfer cent were responded to within decisions are accessible to all of land. The register was our five-day target (compared Land Registry staff on our rectified by order of the court to with 91 per cent in 2005/6). intranet site. reinstate the defrauded owner as proprietor of the property. Independent Complaints Further details are set out in the The reinstated proprietor and Reviewer ICR’s annual report, which can the proprietor against whom the The Independent Complaints be obtained from the ICR’s office register was rectified claimed
38 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
indemnity for losses arising Rules review good accuracy rates. We are from the registration of the We have completed an internal always keen to put in place transfer and the rectification of review of the Land Registration additional measures to the register. They also had Rules 2003 that came into force continually improve the quality claims against solicitors who in October 2003. We intend to of the data we hold, as Land had acted on the transaction. carry out a public consultation in Registry moves forward, not only The claims were settled at 2007/8 to confirm that our with registration processes, but mediation, with Land Registry perceptions are in line with those also with new commercial and the solicitors’ insurers each of our customers. services. paying half of the agreed compensation (a total of Enhancing our product for our A Quality of the Product Review £1.1million). customers was carried out during 2006 It is clear that customer using a large volume of data We recovered £654,715.36 perception of the quality of Land gathered from a variety of under our statutory rights of Registry’s product is good, as sources. An action plan from the recourse, compared with shown by customer survey review highlights where we can £178,809 last year. feedback and our consistently invest in our current systems and
Indemnity claims for 2006/7 Nature of claim Number of claims Substantive loss Costs Percentage of total
Extent of registered titles 331 £1,207,312.23 £652,088.67 35.39 Errors in/omissions from register entries 152 £530,203.50 £143,185.43 12.82 Sundry plans errors 45 £172,246.99 £58,758.08 4.40 Fraud and forgery 24 £2,001,137.11 £122,359.23 40.42 Official inspections of title plans 16 £52,454.99 £62,653.89 2.19 Bankruptcy errors 0 £0 £0 0 Official searches 8 £4,280.36 £5,033.89 0.18 Official copies 9 £110.00 £1,230.72 0.03 Errors in searches of the index map 19 £3,392.42 £15,152.53 0.35 Errors in filed extracts 18 £1,062.00 £8,125.95 0.17 Lost documents/ administrative errors 249 £113,781.73 £98,040.29 4.03 Land Charges errors 2 £806.50 £0 0.02 Total 873 £4,086,787.83 £1,166,628.68 100 Gross payment £5,253,416.51 Less sums recovered under Land Registry’s statutory right of recourse £654,715.36 Net indemnity £4,598,701.15
39 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
also develop new ones to help Educating and training our I value the importance of improve and maintain quality. customers developing my staff and Examining and redefining Land Registry’s Education & myself. Increasing our abilities processes and methods of Training Group (ETG) has and confidence will in turn communication also help to continued to work with local have a positive effect on the improve the quality of the end offices to deliver free face-to- quality of the work we produce. product for our customers. face training for customers across England and Wales on I have recently assigned a Many of the actions in the plan key land registration topics. more senior ‘buddy’ to each relate directly to the These generic training events team member, which has development of Land Registry are designed to reduce the improved the technical people such as team leader number of enquiries that knowledge within my team. workshops, survey mapping customers need to make in their champions, transition planning day-to-day work and assist I attended team leader from training paths, geographic them to deliver applications that workshops where we devised information training and so on. are right first time. a model highlighting the This is because Land Registry qualities (attitudes and recognises that quality ETG has also created and behaviours) that a team leader improvements can only be made delivered customer training for needs to be successful. We when put in the hands of those the e-conveyancing Chain also held some problem- who do the work, and therefore Matrix prototype users to give solving exercises. I’ve carried can do something about it. them confidence in the way that forward the resulting best the service works and to help practice into my team – all Land Registry will be able to use maximise the number of enhancing the service we information gathered from these transactions that are entered provide to our customers. many initiatives to assess the into the system. This is vital for improvements made in quality, effective evaluation of the while maintaining our very high service. standards of customer service and exceeding our KPIs. ETG has also reviewed and enhanced its working practices in readiness for the challenges ahead. The group acquired Monica Skelton, Team additional software tools to Leader, Durham (Boldon) facilitate the preparation and Office delivery of online customer As a team leader I am training efficiently and cost- responsible for the effectively. The online tour of development of team Chain Matrix was created using members and the quality of this software and can be viewed our products, as well as on the education and training meeting KPIs. To this end pages of Land Registry’s during 2006/7 I have improved website. the auditing process within my team in relation to areas such Working closely with the Law as customer correspondence, Society’s accreditation team, quality of casework and speed ETG has created Land Registry’s of service. first online training package for
40 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
customers on the topic of materials that build on new easements and has acquired Linda Chamberlain, practitioners’ knowledge as Law Society accreditation of its Head of Education & their expertise develops. distance learning material as Training Group well as its face-to-face activity. Working over the last 18 This project enabled both ETG It is also authorised to provide months with a focus group and legal practice course accredited training by the Bar comprising representatives providers to appreciate the Council, the Institute of Legal from the 30 or so legal practice unique and valuable land Executives and the Council of course providers, ETG has registration experience that Licensed Conveyancers. developed an online training Land Registry possesses, package for use as part of the which can be shared for Working with customer legal practice course during the mutual benefit in addition to representatives, ETG has gained academic year 2007/8. the technical guidance that valuable insights into the Land Registry already specific training needs of This package provides an publishes. It also demonstrated various customer groups such opportunity for students to that ETG could work in as trainee solicitors, volume work in their own time through collaboration with others to conveyancers and family several modules that explain deliver tailored materials within lawyers, as well as those the way Land Registry a timetable and at an undertaking specific activities operates, the basics of affordable price. such as the sale and/or interpreting register entries, purchase of houses in new how title plans are created, developments. used and interpreted and how Land Registry website Using that knowledge, ETG has resources and online land built the first elements of a registration services can be portfolio of additional face-to- used to good effect. The face and online training material will take a student materials to meet the needs of a about six hours to complete. variety of customer groups. Having been designed and These materials or events will created specifically for the shortly be offered to customers providers to use it should be in addition to the existing free possible for it to be integrated programme either at into the wider course materials. competitive cost, as an expansion of Land Registry’s The aim is to equip students normal activities, or without with a sound grounding in charge, as an extension of the basic land registration practice free events that benefit us all. and an awareness of how to work effectively with Land Registry from the outset. This should facilitate a more consistent understanding of basic Land Registry procedures for new recruits to law firms and provide ETG with a platform to create future
41 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our people
Land Registry’s Training and development are top priorities, with a workforce of around comprehensive IT skills 8,600 people is programme, courses such as increasingly diverse the Qualification in Land Registration Law and Practice while built on a bedrock and development schemes of long-serving such as the Future Leaders employees. Our long Development Programme. External bodies have also history means we have recognised our support for traditions that unite the staff acquiring specialist organisation while our qualifications. The Association of Chartered Certified office structure allows Accountants awarded Land local identities to Registry its Platinum flourish. Flexible Approved Employer for working hours, Trainee Development status. innovative HR practices Our organisation-wide health and a growing variety campaigns show we’re concerned about much more of roles all make our than getting the work done. organisation an And we’re always trying to attractive prospect for improve communication in all directions, through directors’ new and existing staff. visits, newsletters, DVDs and the intranet, so that staff understand why decisions are being made.
42 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Diversity and equal Our first official response to the Our recruitment statement is set opportunities Civil Service 10-Point Plan on out in Appendix 6. In December 2006 we published diversity has recently been our Disability Equality Scheme lodged and we continue to Provision of childcare and are now working with our monitor our progress to reach all Baroness Ashton of Upholland, Lesbian, Gay, Bisexual & targets. then Land Registry’s minister at Transgender (LGBT) Focus Group the then Department for to publish our Single Equality Land Registry’s 10-Point Plan Constitutional Affairs, opened the Scheme. This covers all strands outlines our commitments on 10 Leicester Office nursery in of diversity and exceeds our key areas that are intended to October 2006. To commemorate statutory duty to publish a achieve broad and deep cultural the event the minister unveiled a Gender Equality Scheme by change across the Civil Service. plaque and met the children 30 April 2007. The plan was developed following during a tour of the office. a review of equality and diversity Work is continuing to set up a in employment in the Civil Service “Suitable childcare is a great Black & Minority Ethnic Focus by the Chief Diversity Adviser to benefit to parents who need to Group in addition to our Disability the Civil Service. The aim of the balance their working lives and and LGBT Focus Groups. plan is to improve the delivery of domestic commitments,” said services for everyone in society Baroness Ashton. “It is a vital Having joined the Stonewall through achieving a truly diverse route to a family’s economic Diversity Champions’ Programme Civil Service workforce at all prosperity, enabling parents to and made an application for levels, including our most senior. work, pursue a career, learn or Stonewall’s Workplace Equality train, whilst remaining confident Index to benchmark our We are currently working to that their children are being cared performance, their feedback complete our second Disability for in a safe and stimulating shows that we have produced an Standard commissioned by the environment.” overall improvement in our Employers Forum on Disability. performance of 14 per cent from This will benchmark us against A review of Land Registry’s last year. other organisations and our own childcare provision has been performance from 2005 onwards. completed and is now subject to consultation. A new policy will be implemented by April 2008.
Staff numbers since 1997 (full-time equivalent) Qualification in Land 9,000 Registration Law and Practice The Qualification in Land 8,000 Registration Law and Practice is 7,000 run in partnership with The College of Law and has become Quarter 4 6,000 an established career 5,000 development course for both Quarter 3 Land Registry staff and external 4,000 students. 3,000 Quarter 2 The qualification has two levels: 2,000 the certificate, which is a one- 1,000 Quarter 1 year foundation course at A-level
0 standard, and the degree-level 97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07 43 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
diploma, which is a two-year course providing a Sally Turner, Telford Office comprehensive and detailed “It’s not as onerous as some consideration of property law, people might feel time wise. including the law and practice of Land Registry is quite land registration. generous in terms of study leave. It makes it easier when Having started in September you are studying something 2000, the seventh annual intake you do day-to-day. It gives you in 2006 included external confidence in what you are students from organisations doing. I’ve now signed up for a ranging from solicitors to local four-year law degree, 50 per authorities. The 2006 intake took cent funded through Land the enrolment total for both Registry.” courses to more than 2,500 and we continue to see a year-on- year increase in the number of Julie Wright, Durham external students. (Boldon) Office “Taking the diploma has been The 2006 intake has 175 internal excellent for me. It has been and 75 external students enrolled tough but I have really at certificate level. The diploma enjoyed it. Without this course has a total of 155 internal and 51 I wouldn’t have had much of external students enrolled over an idea about jobs I am not the two-year course. involved in. I cover general enquiries and my studying Rose Braithwaite, Head has made my work so much Office easier. I can do my job much “I did the qualification more confidently because of because I wanted to find out it. It was a good challenge.” Christine Bissett ofTest more about what a Valley Borough Council’s caseworker’s day-to-day legal department took the working life is like. Working in Sheila Bryan, Team diploma course when she a specialist group like Finance, Manager in the Mortgage returned to practising law after you don’t really get to see a long break from work. much of Land Registry’s work Service Centre “Most of us had no legal that you’re supporting. It’s a qualifications so it was deemed “I was rusty to say the least. I great way to meet people and appropriate as a foundation wasn’t doing conveyancing I enjoyed the work, though it course for us. When we are when the 2002 Act came in so I was difficult to find the time. registering a charge we need had to re-learn everything I The research and reading to know the logistics of it. had ever known. I found the were really interesting.” course absolutely, totally “The course has given us an relevant to the work that I do. I in-depth knowledge of what is had dealt with registered land required to deliver our services before but things had changed. to our customers.” That’s where it was so helpful for me.”
44 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
TechRICS organised Central Accelerated undertake a personal This year has seen seven Module (CAM). development programme with members of staff successfully sit the Prince’s Trust. Others have their Assessment of Technical A number of the participants used the flexibility of the Competence to become technical have gained both personal and programme to participate in local members of the Royal Institution professional achievements projects and some have ‘tested of Chartered Surveyors through taking part. A key the water’ to see what it would (TechRICS). Five took the level 4 challenge for the CAM be like to work in other parts of Spatial Data Management NVQ participants is the biannual the business, such as Head and two were volunteers using a design and delivery of leadership Office. combination of the LRQ diploma, forums, which explore ‘real life’ previous experience and business issues for Land Registry Over the last couple of years, our structured training. A further 20 in addition to considering local management trainers have who are undertaking the NVQ leadership theory and practice. been successfully implementing will follow their lead by the Institute of Leadership & December 2007. In September 2007 the original Management (ILM) level 4 participants will be entering the diploma for relevant staff such The first-year candidates and third and final year of their as district team leaders. In their assessors were the participation on CAM. Over the 2006/7, 219 candidates were trailblazers and the course has three-year cycle the involvement registered. The programme has developed to its present format of these participants has been managed through our based on their endeavour and included the taking of MBA accredited centre at Durham determination. courses to broaden their (Boldon) Office and we will be knowledge and undertaking considering the principle of RICS has also updated the routes secondments to gain practical accreditation for other learning to technical membership with a experience of different parts of and development programmes in new points system. The LRQ the organisation. the future. The ILM has been diploma is now recognised as a complemented effectively by the significant achievement towards The second-year intake of introduction of the district team the total points required. Staff students has added interesting leader workshops. These who also demonstrate mapping dimensions and new ideas, workshops have added a competences can undertake 12 which we hope will be repeated valuable operational perspective months of structured training to with the third-year intake in to the knowledge base provided obtain the remaining points. September 2007. The selection by the ILM studies. process for Future Leaders has Developing our leaders and been refined so that it provides managers useful development information Future Leaders is Land Registry’s for applicants whether or not in-house programme for they eventually make it onto the developing staff potential programme. through a mixture of assignments, secondments and The LAM is proving to be very training. popular in local offices. Each individual undertakes a valuable It has two main strands – the 360-degree feedback exercise to one-year local office-based Local inform their development needs Accelerated Module (LAM) and for the year ahead. 2007 will see the three-year centrally- some of the LAM participants
45 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Nicky Heathcote, CAM, opportunity to put forward my Mina Demaris, ILM and Telford Office own ideas that may benefit LAM, Plymouth Office I joined Land Registry in 1988 our business in the future. I am currently doing a second as a caseworker and remain year on the LAM. I have found based in my local office, more The learning curve in my the scheme to be both recently becoming the present post has been challenging and beneficial Childcare Liaison Officer. I particularly steep. My tasks towards my development. To entered the CAM programme have ranged from drafting the get the most from the in October 2006, as I wanted 2007/8 Corporate Business programme, my personal to meet new challenges and Plan to jointly preparing a action plan has been pivotal see the bigger picture. My feet presentation and paper for the when seeking development have not touched the ground Chief Executive to deliver to a opportunities and Future since! Working Party for Land Leaders has definitely given Administration conference in me a greater appreciation and In the past six months I have Munich. I am part of the team understanding of my future shadowed Land Registry’s producing this new-style needs. Business Change Manager annual report, which I hope and the Head of Marketing & you are enjoying reading! I have been involved in Communication, completed a working on Land Registry's national childcare review, diversity strategy, formulating participated in a leadership an action plan in line with forum looking into web-based recent legislation. I have services and undertaken a completed the introduction on secondment to Strategy Group the ILM course and attended as Business Planning additional workshops focused Coordinator. on specific areas for development, implementing I’ve gained a tremendous these skills in my daily job. insight into Land Registry’s strategic objectives and I’ve attended networking transformation, as detailed in events, which have been the Organisational Blueprint. useful for benchmarking and Observing senior managers’ learning from others, taken decision-making at first hand up training opportunities has enabled me to stretch my specific to my needs and strategic thinking and apply it gained a wider experience of to areas such as the childcare Land Registry. To get the most Nicky Heathcote review. out of Future Leaders you have to be prepared to step The leadership forum opened out of your comfort zone. It’s up the unfamiliar world of been a challenging commercial services and data programme in many respects sales to me. It was fascinating but the positives have far learning about new outweighed any negatives. technology and how this could lead to new services. The forum gave me the
46 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Internal training Health and safety been completed, with all offices During the year, Land Registry Land Registry recognises that, audited receiving at least a material used to train staff who with changes in working ‘substantial’ assessment for process casework has been methods, we need to review and compliance. enhanced by providing worked update the ‘tools’ available for examples to supplement training our staff to function effectively It is pleasing to record a material relating to key areas of and safely. considerable reduction in our land registration practice. The accident incident rate from 7.67 integration and navigation of We commissioned consultants in 2005/6 to 5.76 for 2006/7. those materials within our to undertake a groundbreaking, internal online practice guidance in-depth health and safety study has also improved. of display screen equipment, including a review of the computer hardware, software, Aspect Trainee days environment and psychosocial Induction ,809 aspects. The outcome was more Vocational (land than 50 recommendations that, registration) 32,479 when implemented, will place Management 8,882 Land Registry at the forefront of External 4,150 display screen equipment Total 46,320 working standards. All the recommendations have been accepted and 2007/8 will see a The total spend on all training programme of implementation represented 7.2 per cent of the of these recommendations. salary bill. Continuing with our aim of improvement for staff working with display screen equipment, an online system of training and assessment was trialled and subsequently introduced to all offices. This targets assistance from assessors where it is most required and supplies a wealth of information relating to the health and well-being of our staff that was not available under the previous paper-based system. To enhance standards all our in-house assessors are required to hold an Institution of Occupational Safety and Health certificate in display-screen risk assessment.
The annual programme of health and safety audits has
47 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our technology
Land Registry has a We will make further strides Following on from this, a new with our e-conveyancing strategy for a spatial strong track record in programme in 2007/8 by information infrastructure has technological evaluating the reaction of been endorsed. Our innovation and practice. conveyancers, lenders, estate implementation of this agents and the public to Chain architecture continues to make Our new services are Matrix. Less visibly, but no less significant progress. largely electronic, significantly, we will be starting whether provided to to put in place a robust system Increasing numbers of visitors for attaching electronic are being attracted to Land our credit account signatures to documents, Register Online by new holders or to the wider which will pave the way for features such as Aerial Land public through our electronic lodgement of Locator, which identifies applications to which deeds property titles using maps and websites. are attached, such as aerial photos. Services E-conveyancing, which mortgages and property delivered through our will make the transfers. e-channels now generate around 15 per cent of our total conveyancing process We will also be analysing income. fully electronic, took a responses to our first major step forward consultation on the draft Access to information on Land secondary legislation that is Registry’s website will be over the past year with necessary before significantly improved with the the launch of the online e-conveyancing can be creation of a new gateway Chain Matrix prototype introduced. known as a portal. This will give us greater flexibility in on 29 March 2007. As our intakes of work have delivering services, allowing us risen, internal processing of to serve different groups of casework has risen visitors in the way that best significantly. Our new suits them. production server has increased our internal The content and applications computing capability. This has on www.landregistry.gov.uk will proved invaluable in delivering be moved to the new portal the necessary service reliability platform, but the website and performance to cope with address and the links to Land the increase of business from Register Online and Land our customers. Registry Direct will remain the same. We have carried out a successful trial of new We’re also deploying the latest database technology, which technology within the will maximise our ability to use organisation, most recently our geographic data for with the introduction of the HR internal and commercial Portal, an online HR, time analysis, while protecting and management and payroll enhancing its integrity. system.
48 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Online services to country, continuously customers updating its data by re-flying over England and Wales. Any changes are made seamlessly Aerial Land Locator to its database. Our Land Register Online website allows anyone to New data is filtering online at search for registered a rate of several thousand properties in England and square kilometres each Wales that can be identified month, ensuring ongoing by an address. improvements to the new search facility. If Land Registry can match the details customers provide with our records, and the property is registered, they should (for a fee) be able to download copies of the title register, title plan and all or most of the documents referred to in the register. If they have the property’s individual title number then they can get to this information even quicker.
But now customers can also use Land Register Online to find out about a property or piece of land for which they have no address or title number.
Aerial Land Locator supplements the existing search mechanisms within the site by pinpointing parcels of land using maps and aerial imagery.
The images provided by Getmapping, in association with Multimap, show detail down to street level, with cars and trees clearly identifiable. Getmapping is one of the best aerial image providers in the
49 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Data management post, document exchange or David Brown, Principal The quality of our geographic other method of physical Solicitor at Abbey Law data – title plans, vector index delivery. I find the range of online map and addresses – is of services provided by Land fundamental importance to our The speed and certainty Registry extremely useful and services. We have recognised provided by these services is beneficial, providing certainty the need for a comprehensive second to none. and speed. The methods of data management environment completion of applications in that will allow us to manage this this respect are extremely user key asset in a much more pro- friendly. active fashion.
It is vital to be able to see the Key among developments in register immediately and in its this area is the implementation most up-to-date form. The of a Quality Improvement ability to view this online Flowline (QIF). This will facilitate enables immediate decisions the cleansing of an area to to be made and advice given approved standards. Land to clients who otherwise Registry vector indexing, which would have had to await the shows the extent of land receipt of the official copy registered, will be compared entries through telephone or with the current Ordnance postal application. Survey (OS) map and Land Registry title plans. QIF will One can envisage situations involve the use of new IT where the arrival of the paper systems and established copy is really too late for a manual processes to compare particular transaction or a the three data sets. If necessary, particular decision. The the vector indexing and address modern world demands speed data will be manually corrected. of delivery and quite naturally is impatient in cases where QIF will be piloted at three the delivery of information is offices in autumn 2007. The delayed as a result of the development activity will be manual process. accompanied by a comprehensive communication The e-lodgement service for exercise across the whole the first time gives a organisation. practitioner the ability to lodge an application online at the We have also recruited a new touch of a button, which gives senior geographic data immediacy and certainty. manager, who is responsible for creating and implementing a In addition, and not least, data management strategy for there is the practical the organisation. advantage of not relying upon any third party for that lodgement, whether by way of
50 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Positional accuracy vector index map onto current Helen Clarke, front-line improvement OS detail. caseworker on the QIF The national Positional Accuracy Improvement (PAI) programme is project To be a part of one of the Although daunted by the an OS initiative developed to largest Land Registry projects sheer magnitude of the capture rural map data to a has been a fantastic project, I relished the greater absolute accuracy (the opportunity and has filled me opportunity to become position of features in relation to with confidence and involved. I held no illusions as the OS National Grid). It has satisfaction. It has been a to the difficulties that would resulted in the delivery of an steep learning curve and a arise, but did ask myself improved and more consistent huge challenge, but has been about the reality of accuracy standard of mapping enjoyable as I’ve met and realistically transferring the data for rural areas. worked with some great vector index map geographic people. data onto the latest OS detail, Land Registry worked closely with how seriously my opinions our external suppliers to create a would be taken and whether new IT system and devised a the Board would give manual process to move our complete backing for such a index polygon data to agree with huge undertaking. Just this new underlying map detail. thinking about it was quite Major enhancements to this exhausting, but the answer to system were introduced in 2006 all three questions has been, to ensure the completion of the quite amazingly, yes! Land Registry PAI programme by the end of summer 2007, more Front-end users have been than six months ahead of the involved directly with the original target date. developers. I’ve made the journey from Telford to Completion of Land Registry’s PAI Plymouth a number of times programme will allow us to make to sit with project members further improvements to our data and developers to discuss at management processes. great length and with intricate details at every stage, screen The National Land Information view and click of a mouse. Service The National Land Information To see the system brought to Service (NLIS) is a commercial life from the words that have service with three channels been discussed is really quite offering online searches and amazing. I feel proud to have enquiries to solicitors and played such an integral part licensed conveyancers in the initial thought process throughout England and Wales. and feel confident about the The channels are competing in system that is being the marketplace and developed. It is streamlined differentiate between their and user friendly and will services by packaging and make it possible to presenting the information to systematically bring our suit their target audience.
51 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Searches are sent electronically Our shared vision for the future is and subsistence claims for staff. and results received via the NLIS that ultimately: We have simplified the rules, hub, which acts as the gateway — customers will have ready established clear accountabilities for information and services from access to information about and reduced administration a number of data providers. individual properties costs. Payments are now made throughout Europe on average 10 days faster and at Land Registry has supported — customers will also have a saving of £11.17 per NLIS from its inception and we ready access to all necessary transaction. Regular travellers continue to be a major data reference information on the have welcomed this new system. provider, alongside other bodies land and property registration such as local authorities and services provided, and the utility companies. associated legal environment, “This system is excellent, in each European country so user friendly and easy NLIS channels generate a fee — all European land and to navigate. I did my income in excess of £650,000 per property registration services expenses in half the time it month. will be readily accessible took me on the old forms, through a single portal. which is why I have time to The European Land Information Service The service has been driven by thank you all!” Land Registry has continued to the need to break down barriers play a leading role in the to a single European market for development of the European mortgage lending, which at “The new process and Land Information Service (EULIS), present takes place almost system is very easy to an exciting new service for entirely within national borders. Europe. We were among the first use, this includes the group of land registration The main market for EULIS is documentation that is on authorities to go live with the organisations such as banks, the HR intranet site.” service when it was officially conveyancers, estate agents, launched in November 2006 at property developers, tax the annual conference of the authorities and the police. European Mortgage Federation in “It was particularly Brussels. Users simply log on as usual to satisfying having a joint their existing national land effort by Finance Group As a result, the national land registration information provider and HR as I see this as the information services of England in order to get access to the key factor in this success.” and Wales, Lithuania, the EULIS portal. Netherlands, Norway and Sweden are now linked together This facility opens up a new online, through the EULIS portal. market for land information, as A further 10 countries are set to customers of the connected join over the next year or so. services will now be able to access land information from The aim of EULIS is to provide equivalent services in other easy world-wide access to countries. European electronic land and property information in order to i-expenses promote and underpin a single A new electronic system has been European property market. introduced for processing travel
52 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Our future
In the autumn we We will continue in 2007/8 with a range of initiatives intended published our to help us run our business organisational even better in the future. Our Blueprint. This gave Business Information System is now established, and we will staff a comprehensive gladly provide this as a service overview of the to other organisations. Our changes we foresee Internal Audit Team already provides an internal audit over the next 10 years, service to another government the thinking behind organisation and we are keen them and the way we to support the Government’s shared services agenda where intend to introduce and we can. manage them. At the same time we We foresee an exciting future for our organisation and our announced a review of staff, driven by the increasing our estate with number of services we offer proposals to close two and customers we serve. Our income and performance will offices and merge five always be influenced by the pairs of neighbouring state of the property market offices. and we have to be prepared for an end to the current long- running boom – but equally prepared for it to continue.
53 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Accounts 2006/7
54 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future The Certificate and Report of the Comptroller and Auditor General to the Houses of Parliament
I certify that I have audited the I report to you my opinion as to procedures or its risk and control financial statements of Land whether the financial statements procedures. Registry for the year ended 31 give a true and fair view and March 2007 under the whether the financial statements I read the other information Government Trading Funds Act and the part of the remuneration contained in the Annual Report 1973. These comprise the report to be audited have been and consider whether it is income and expenditure account, properly prepared in accordance consistent with the audited the balance sheet, the cash flow with the Government Trading financial statements. I consider statement and statement of total Funds Act 1973 and the Treasury the implications for my report if I recognised gains and losses and directions made thereunder. I become aware of any apparent the related notes. These financial report to you whether, in my misstatements or material statements have been prepared opinion, certain information inconsistencies with the financial under the accounting policies set given in the Annual Report, statements. My responsibilities out within them. I have also which comprises the foreword by do not extend to any other audited the information in the the Chief Executive, the information. remuneration report that is management commentary, the described in that report as remuneration report and the Basis of audit opinion having been audited. appendices, is consistent with I conducted my audit in the financial statements. I also accordance with International Respective responsibilities of report whether, in all material Standards on Auditing (UK and Land Registry, Chief Executive/ respects, the expenditure and Ireland) issued by the Auditing Accounting Officer and Auditor income have been applied to the Practices Board. My audit Land Registry and the Chief purposes intended by Parliament includes examination, on a test Executive as Accounting Officer and the financial transactions basis, of evidence relevant to the are responsible for preparing the conform to the authorities that amounts, disclosures and Annual Report, which includes govern them. regularity of financial the remuneration report, and the transactions included in the financial statements in In addition, I report to you if financial statements and the part accordance with the Government Land Registry has not kept of the remuneration report to be Trading Funds Act 1973 and the proper accounting records, if I audited. It also includes an Treasury directions made have not received all the assessment of the significant thereunder and for ensuring the information and explanations I estimates and judgements made regularity of financial require for my audit, or if by Land Registry and the Chief transactions. These information specified by the Executive/Accounting Officer in responsibilities are set out in the Treasury regarding remuneration the preparation of the financial statement of trading fund’s and and other transactions is not statements, and of whether the Chief Executive’s/Accounting disclosed. accounting policies are most Officer’s responsibilities. appropriate to Land Registry’s I review whether the statement circumstances, consistently My responsibility is to audit the on internal control reflects Land applied and adequately financial statements and the part Registry’s compliance with the disclosed. of the remuneration report to be Treasury’s guidance, and I report audited in accordance with if it does not. I am not required I planned and performed my relevant legal and regulatory to consider whether this audit so as to obtain all the requirements, and with statement covers all risks and information and explanations International Standards on controls, or form an opinion on that I considered necessary in Auditing (UK and Ireland). the effectiveness of Land order to provide me with Registry’s corporate governance sufficient evidence to give
55 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
reasonable assurance that the the remuneration report and financial statements and the the appendices, is consistent part of the remuneration report with the financial statements. to be audited are free from material misstatement, whether Audit opinion on regularity caused by fraud or error, and In my opinion, in all material that in all material respects the respects, the expenditure and expenditure and income have income have been applied to the been applied to the purposes purposes intended by intended by Parliament and the Parliament and the financial financial transactions conform to transactions conform to the the authorities that govern them. authorities that govern them. In forming my opinion I also evaluated the overall adequacy I have no observations to make of the presentation of on these financial statements. information in the financial statements and the part of the remuneration report to be audited. John Bourn Comptroller and Auditor General Opinions National Audit Office 157-197 Buckingham Palace Audit opinion Road In my opinion: Victoria — the financial statements give London SW1W 9SP a true and fair view, in accordance with the 12 July 2007 Government Trading Fund Act 1973 and directions made thereunder by the The maintenance and integrity of Land Treasury, of the state of Land Registry’s website is the responsibility of the Accounting Officer; the work Registry’s affairs as at 31 carried out by the auditors does not March 2007 and of its involve consideration of these matters surplus for the year then and accordingly the auditors accept no ended responsibility for any changes that may — the financial statements and have occurred to the financial statements since they were initially the part of the remuneration presented on the website. report to be audited have been properly prepared in accordance with the Government Trading Fund Act 1973 and the Treasury directions made thereunder — information given within the Annual Report, which comprises the foreword by the Chief Executive, the management commentary,
56 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Statement of trading fund’s and Accounting Officer’s responsibilities
Under Section 4(6) of the Officer, including responsibility Government Trading Funds Act for the propriety and regularity of 1973, the Treasury has directed the public finances and for the Land Registry to prepare a keeping of proper records, are statement of accounts for each set out in the Accounting financial year in the form and on Officers’ Memorandum issued by the basis set out in the accounts the Treasury and published in direction referred to in note 1.1 Government Accounting. on page 69. The accounts are prepared on an accruals basis and must give a true and fair view of the trading fund’s state of affairs at the year-end and of its income and expenditure, total recognised gains and losses and cash flows for the financial year.
In preparing the accounts, the trading fund is required to: — observe the accounts direction issued by the Treasury, including the relevant accounting and disclosure requirements, and apply suitable accounting policies on a consistent basis — make judgements and estimates on a reasonable basis — state whether applicable accounting standards have been followed, and disclose and explain any material departures in the financial statements — prepare the financial statements on the going- concern basis, unless it is inappropriate to presume that the trading fund will continue in operation.
The Treasury has appointed the Chief Executive of Land Registry as the Accounting Officer for the trading fund. His relevant responsibilities as Accounting
57 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Statement on internal control 2006/7
1 Scope of responsibility 2 The purpose of the system of During 2006/7, representatives As Accounting Officer, I have internal control from all offices received responsibility for maintaining a The system of internal control is refresher/awareness training on sound system of internal control designed to manage risk to a risk management and the Land that supports the achievement reasonable level rather than to Registry Board has reviewed all of Land Registry's policies, aims eliminate all risk of failure to strategic risks. and objectives, set by the achieve policies, aims and Secretary of State for Justice objectives; it can therefore only As part of the business planning and Lord Chancellor, while provide reasonable and not process, a series of ‘functional safeguarding the public funds absolute assurance of strategies’ has been developed and the departmental assets for effectiveness. The system of within the overarching 10-year which I am personally internal control is based on an Strategic Plan. The Corporate responsible, in accordance with ongoing process designed to Governance Functional Strategy the responsibilities assigned to identify and prioritise the risks to incorporates action points me in Government Accounting. the achievement of related to the improvement of departmental policies, aims and Land Registry’s business I report on Land Registry’s objectives, to evaluate the continuity, audit, risk and performance and on any future likelihood of those risks being security. issues to the Secretary of State realised and the impact should for Justice and Lord Chancellor they be realised, and to manage Significant risks to the at six-monthly intervals. Each them efficiently, effectively and organisation are considered by written report is followed by a economically. The system of the Land Registry Board, which meeting between myself, the internal control has been in includes two non-executive Secretary of State for Justice place in Land Registry since the directors. Responsibility for and Lord Chancellor, Ministry of year ended 31 March 2002 and overseeing and directing risk Justice officials and, other up to the date of approval of this management within Land commitments permitting, the annual report and accounts, and Registry has been delegated to Parliamentary Under-Secretary accords with Treasury guidance. the Business Risk Board, of State with day-to-day thereby fulfilling the overall responsibility for Land Registry. 3 Capacity to handle risk management role specified in As Accounting Officer, I the BS7799 Part 2: 2002 The performance monitoring acknowledge my overall Standard. process includes an assessment responsibility for the effective of any concern about the management of risk throughout 4 The risk and control achievement of Land Registry’s Land Registry. framework 10-year Strategic Plan. If, The key elements of Land between the biannual reports, The risk management policy is Registry’s risk management any issues arise that might regularly reviewed and updated. strategy are described below. significantly change Land This sets out Land Registry’s — Area managers, heads of Registry’s risk assessment of attitude to risk and closely group, programme the achievement of any of its follows the Office of Government managers and information strategic objectives, a Commerce’s guidance on risk asset owners (designated submission would be made to management. Risk management risk register owners), with the Parliamentary Under- guidance notes support the the aid of their senior staff, Secretary of State in the first policy and are available to all identify and assess, in terms instance. staff electronically on Land of likelihood and impact, Registry’s intranet. barriers to achieving business objectives and use
58 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
the resulting information to concern are drawn to the 5 Review of effectiveness compile, maintain and attention of the Land As Accounting Officer I have update risk registers, which Registry Board. responsibility for reviewing the are recorded on the Land — As part of its function, the effectiveness of the system of Registry risk reporting Audit Committee monitors internal control. My ongoing system. risk management review of the effectiveness of — Risk owners are assigned to arrangements through the system of internal control is each risk and are reports from the Chair of the informed by the work of the responsible for identifying, Business Risk Board and internal auditors and executive recording, reviewing and from Internal Audit. managers within Land Registry monitoring control and — The Land Registry Board who have responsibility for the contingency arrangements. identifies strategic risks and development and maintenance They report periodically on follows the same processes of the internal control the effectiveness of their risk for developing and framework, and comments management arrangements. maintaining a strategic risk made by the external auditors in — The adopted project register. their management letter and methodology (PRINCE 2) — Business continuity risks are other reports. I am advised on requires all project sponsors mitigated by comprehensive the implications of the results of and managers to identify continuity plans, including my ongoing review of the risks and include risk an annual programme of effectiveness of the system of management in their plans. exercises designed to test internal control by the Land — Regular progress reports on arrangements at each Land Registry Board, the Audit key projects are provided to Registry office. Committee and Business Risk project boards. Programme — Risks to the integrity, Board and plans to address managers are responsible confidentiality and weaknesses and ensure for identifying, managing availability of Land continuous improvement of the and reporting on significant Registry’s information are system are in place. risks to Land Registry’s controlled by following the strategic objectives arising best practices set out in The key elements of the system from their programmes. BS7799, the British Standard of internal control are set out in — The Business Risk Board for Information Security. section 4 above and contribute meets at six-weekly intervals Currently, Land Registry has to my review of the system’s throughout the year. Chaired BS7799 Part 2: 2002 effectiveness. The following also by the Finance Director accreditation. inform my review: (Land Registry’s Risk — During 2006/7, an audit was — The Land Registry Board, Management ‘Champion’), it conducted to test the chaired by myself, considers the effectiveness effectiveness of the process concentrates on the strategic of risk management for obtaining, receiving and direction of Land Registry to arrangements across the reviewing information ensure delivery of the 10- organisation, obtaining produced to support the year Strategic Plan. It is a reports from the Business signing of the annual requirement that each Risk Coordinator, Business statement on internal proposal to the Board Continuity Manager, Internal control. As a result of that includes a risk assessment. Audit and others concerned audit, work has started (and At the end of each meeting, with risk and control will continue during 2007/8) the Board considers the risk matters. The Board also to build upon and improve implications of any decision appraises the status of the internal control it has made. The Board strategic risks. Any issues of assurance processes. reviews the strategic risk
59 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
register and ensures that the regular reports on the Overall, I am satisfied with the arrangements in place to completion of the risk register effectiveness of the system of mitigate risks are effective. It and issues arising from the internal control in Land Registry. receives regular updates on monitoring and the the work of the Business Risk effectiveness of the risk Board from the Finance management process. At Director as well as reports on each meeting, the Board Peter Collis the various elements of the reviews all strategic risks with Chief Land Registrar and Chief business to ensure internal a high or medium score for Executive control is maintained. both ‘likelihood’ and ‘impact’. — The Audit Committee reports — The Business Continuity to the Land Registry Board. It Manager is the custodian of comprises a Chair and the risk reporting system. The Deputy Chair (both filled by Business Continuity Group non-executive directors), the provides support to users of IS Director and an area the risk reporting system and manager. Another non- is responsible for monitoring executive, independent the register and escalating member has been appointed risks to director level in as member to add to the accordance with set criteria. committee’s financial skills. Formal reports are delivered The Finance Director and to the Business Risk Board. myself are attendees. The — Internal Audit operates to committee operates to the government internal audit principles and practices set standards established by the out in the Treasury’s Audit Treasury. It submits regular Committee Handbook. reports, which include the The Audit Committee advises Head of Internal Audit’s the Land Registry Board on annual opinion on the the effectiveness of the adequacy and effectiveness organisation’s risk of Land Registry’s risk management, control, management, control and governance and financial governance arrangements, management and reporting together with arrangements. It considers recommendations for reports from the Business improvement. Internal Audit Risk Board and Internal adopts a risk-based Audit, and also the approach in much of its work. management letter from the In particular, the annual audit external auditors. Any planning process takes concerns are reported to the account of the risks and Land Registry Board for associated controls identified action. in risk registers. Individual — The Business Risk Board, Internal Audit reports are chaired by the Finance circulated to the Land Director, reports to both the Registry Board and the Audit Land Registry Board and the Committee. Audit Committee. It considers
60 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Remuneration report
Remuneration policy for senior distribution of bonuses in the revalorisation of pay. In addition civil servants annual pay review for Land there was a performance-related The remuneration of senior civil Registry staff in the SCS, in non-consolidated bonus for all servants is set by the Prime accordance with the guidance staff who received the top Minister following independent issued by the Cabinet Office. appraisal marking. advice from the Review Body on Senior Salaries. Both base pay and bonuses are Service contracts dependent on performance, Civil Service appointments are In reaching its recommendations, which is assessed through an made in accordance with the Civil the review body has regard to the annual appraisal system for Service Commissioners’ following considerations. senior civil servants, more details Recruitment Code, which requires — The need to recruit, retain and of which can be found at appointment to be on merit on motivate suitably able and www.civilservice.gov.uk the basis of fair and open qualified people to exercise competition. their different responsibilities. During the year the members of — Regional/local variations in the pay committee dealing with All the directors covered by this labour markets and their SCS pay band 1 were Mike Cutt report hold appointments that effects on the recruitment and (Chair), Ted Beardsall, Andy are open-ended until they reach retention of staff. Howarth and Joe Timothy. For the the normal retiring age of 60. — Government policies for pay committee dealing with SCS Early termination, other than for improving the public services pay band 2 the members were misconduct, would result in the including the requirement on Mike Cutt (Chair) and David individual receiving departments to meet the Rigney. compensation as set out in the output targets for the delivery Civil Service Compensation of departmental services. Remuneration policy for other Scheme. — The funds available to civil servants departments as set out in the Pay for Land Registry staff who Further information about the Government’s departmental are not in SCS grades is work of the Civil Service expenditure limits. determined under the terms of Commissioners can be found at — The Government’s inflation the Pay Agreement, which came www.civilservicecommissioners. target. into effect on 1 April 1995. Under gov.uk. this agreement, pay is The review body takes account of determined each year following Salary and pension the evidence it receives about negotiation and consultation entitlements wider economic considerations between Land Registry and the Salary and the affordability of its unions, and is subject to approval ‘Salary’ includes gross salary; recommendations. by the Treasury. performance pay or bonuses; overtime; London allowances; Further information about the In 2006/7, for satisfactory recruitment and retention work of the review body can be performers who had been in the allowances; and any other found at www.ome.uk.com. grade one year, the pay award allowance to the extent that it is comprised a guaranteed subject to UK taxation. None of Two senior civil service (SCS) pay progression of one step up the the directors received any committees, acting on the pay band and a revalorisation of benefits in kind during the year. authority of the Land Registry the pay band. For satisfactory The table overleaf is based on Board, consider the pay performers with less than one payments made by Land Registry recommendations provided by year’s service in the grade the and thus recorded in these line managers and decide the pay award comprised a accounts.
61 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Salary, including Real increase Total accrued Cash equivalent Real increase performance pay in pension and at 31 March 2007 transfer value in CETV after lump sum at 60 (CETV) at 31 March adjustment for inflation and changes in investment Pension Lump sum Pension Lump sum factors 2007 2006 2006 2007 £’000 £’000 £’000 £’000 £’000 £’000 £’000 £’000 £’000 Land Registry Board Peter Collis Chief Land Registrar and Chief Executive 150–155 145–150 0–2.5 2.5–5 50–55 160–165 1,007 1,067 25 Ted Beardsall Deputy Chief Executive and Business Development Director 125–130 115–120 0–2.5 0–2.5 55–60 170–175 1,338 1,334 6 Andy Howarth Director of Operations 120–125 110–115 0–2.5 2.5–5 50–55 155–160 1,144 1,224 27 Joe Timothy Director of Legal Services 120–125 115–120 0–2.5 0–2.5 35–40 115–120 760 799 11 Linda Daniels Director of Human Resources 95–100 85–90 – – 40–45 120–125 902 930 – Heather Foster Finance Director 90–95 85–90 0–2.5 0–2.5 25–30 80–85 503 527 7 John Wright Director of Information Systems 90–95 50–55 0–2.5 – 0–5 – 11 30 15 Mike Cutt Non-Executive Director 15–20 15–20 – – – – – – – David Rigney Non-Executive Director 15–20 15–20 – – – – – – – All executive directors sit on the Executive Board
Civil Service pensions quality ‘money purchase’ no automatic lump sum, but Pension benefits are provided stakeholder arrangement with a members may give up through the Civil Service significant employer (commute) some of their pension arrangements. From 1 contribution (partnership pension to provide a lump sum. October 2002, civil servants pension account). Classic plus is essentially a may be in one of three variation of premium, but with statutory-based ‘final salary’ Employee contributions are set benefits in respect of service defined benefit schemes at the rate of 1.5 per cent of before 1 October 2002 (classic, premium and classic pensionable earnings for classic calculated broadly in the same plus). The schemes are and 3.5 per cent for premium way as in classic. unfunded with the cost of and classic plus. Benefits in benefits met by monies voted classic accrue at the rate of For 2006/7 Land Registry paid by Parliament each year. 1/80th of pensionable salary for employer’s contributions of Pensions payable under classic, each year of service. In addition, £35.6 million (2005/6: £33.6 premium and classic plus are a lump sum equivalent to three million) at one of four rates in increased annually in line with years’ pension is payable on the range 17.1 per cent to 25.5 changes in the Retail Prices retirement. For premium, per cent (2005/6: 16.2 per cent Index. New entrants after 1 benefits accrue at the rate of to 24.6 per cent) of pensionable October 2002 may choose 1/60th of final pensionable pay, based on salary bands. The between membership of earnings for each year of scheme actuary reviews premium or joining a good service. Unlike classic, there is employer contributions every 62 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
four years following a full Cash equivalent transfer Institute and Faculty of scheme valuation. The values Actuaries. contribution rates reflect A cash equivalent transfer value benefits as they accrue, not (CETV) is the actuarially Real increase in CETV costs as they are actually assessed capitalised value of This reflects the increase in incurred, and reflect past the pension scheme benefits CETV effectively funded by the experience of the scheme. accrued by a member at a employer. It takes account of particular point in time. The the increase in accrued pension The partnership pension benefits valued are the due to inflation and account is a stakeholder member’s accrued benefits and contributions paid by the pension arrangement. Land any contingent spouse’s employee (including the value of Registry makes a basic pension payable from the any benefits transferred from contribution of between 3 per scheme. A CETV is a payment another pension scheme or cent and 12.5 per cent made by a pension scheme or arrangement) and uses (depending on the age of the arrangement to secure pension common market valuation member) into one of three benefits in another pension factors for the start and end of approved stakeholder pension scheme or arrangement when the period. products. For 2006/7 this the member leaves a scheme contribution was £49,819 and chooses to transfer the (2005/6: £35,649). The benefits accrued in their former employee does not have to scheme. The pension figures contribute but where they do shown relate to the benefits that make contributions, Land the individual has accrued as a Registry will match these up to a consequence of their total limit of 3 per cent of membership of the pension pensionable salary (in addition scheme, not just their service in to the employer’s basic a senior capacity to which contribution). Land Registry also disclosure applies. The CETV contributes a further 0.8 per figures, and from 2003/4 the cent of pensionable salary, other pension details, include which amounted to £3,903 in the value of any pension benefit 2006/7 (2005/6: £2,981), to in another scheme or cover the cost of centrally arrangement which the provided risk benefit cover individual has transferred to the (death in service and ill health Civil Service pension retirement). arrangements and for which the CS Vote has received a transfer Ten individuals retired early payment commensurate with during the year on ill-health the additional pension liabilities grounds. The total additional being assumed. They also accrued pension liabilities in the include any additional pension year amounted to £17,574. benefit accrued to the member as a result of their purchasing Further details about the Civil additional years of pension Service pension arrangements service in the scheme at their can be found at www.civilservice- own cost. CETVs are calculated pensions.gov.uk within the guidelines and framework prescribed by the
63 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Income and expenditure account for the year ended 31 March 2007
Notes 2007) 2006) £’000) £’000)
Fee income – continuing operations 2 474,525) 395,432) Cost of service 2 (358,139) (344,489) Gross surplus 116,386) 50,943) Administrative expenses 2 (20,069) (20,194) Operating surplus 3 96,317) 30,749) Profit on disposal of fixed assets 89) 91) Interest receivable 11,604) 9,160) Interest payable and similar charges 5 (32) (31) Surplus for the financial year 107,978) 39,969) Dividend payable 6 (16,548) (14,229) Retained surplus for the financial year 21 91,430) 25,740)
The notes on pages 69 to 86 are an integral part of these accounts.
64 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Statement of total recognised gains and losses for the year ended 31 March 2007
Notes 2007) 2006) £’000) £’000)
Surplus for the financial year 107,978) 39,969) Unrealised surplus on revaluation on Government Grant Reserve 19 242) 111) Unrealised surplus on revaluation 20 10,683) 13,647) Realised gains transferred to income and expenditure 20 0) (1,115) Transfer to retained earnings 21 (6,687) 0) Total recognised gains and losses for the financial year 112,216) 52,612)
The notes on pages 69 to 86 are an integral part of these accounts.
65 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Reconciliation of movements in government funds for the year ended 31 March 2007
2007) 2006) Notes £’000) £’000)
Surplus for the financial year 107,978) 39,969) Dividend payable 6 (16,548) (14,229) 91,430) 25,740) Surplus on revaluation 20 3,996) 12,532) Transfer to retained earnings 21 6,687) 0) Revaluation of non-property assets 21 32) 0) Decrease in Indemnity Fund 17 (100) (6,966) Decrease in Government Grant Reserve 19 (2,350) (830) Net increase in government funds 99,695) 30,476) Opening government funds 414,680) 384,204) Closing government funds 514,375) 414,680)
The notes on pages 69 to 86 are an integral part of these accounts.
66 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Balance sheet as at 31 March 2007
2007 2006 Notes £’000) £’000) £’000) £’000) Fixed assets Tangible assets 7 245,227) 228,081)
Intangible assets Research and development 8 26,127) 8,133)
Current assets Stocks 9 2,401) 2,011) Debtors 10 25,428) 20,464) Cash at bank and in hand 11, 24.2 306,793) 232,664) 334,622) 255,139)
Creditors – amounts falling due within one year 12.1 (76,513) (61,880)
Net current assets 258,109) 193,259)
Total assets less current liabilities 529,463) 429,473)
Creditors – amounts falling due after more than one year 12.2 (12,531) (13,254)
Provisions for liabilities and charges 16 (2,557) (1,539)
Net assets 514,375) 414,680)
Indemnity Fund 17 15,158) 15,258)
Capital and reserves Public Dividend Capital 18 61,545) 61,545) Government Grant Reserve 19 9,350) 11,700) Revaluation Reserve 20 75,402) 71,406) Income and expenditure account 21 352,920) 254,771) 514,375) 414,680)
The notes on pages 69 to 86 are an integral part of these accounts.
Peter Collis, Chief Land Registrar and Chief Executive Date: 4 July 2007 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Cash flow statement for the year ended 31 March 2007
2007) 2006) Notes £’000) £’000)
Net cash inflow from operating activities 24.1 128,860) 44,481) Returns on investments and servicing of finance Interest received 11,118) 9,210) Interest element of finance lease payments 5 (32) (31) 11,086) 9,179) Capital expenditure Purchase of tangible fixed assets (33,994) (40,855) Research and development (17,026) 0) Sale of tangible fixed assets 177) 1,408) Net cash outflow from capital expenditure (50,843) (39,447) Dividend paid on Public Dividend Capital (14,229) (12,793) Net cash inflow before financing 74,874) 1,420) Financing Capital element of finance lease payments (745) (505) Increase in cash 24.2 74,129) 915)
The notes on pages 69 to 86 are an integral part of these accounts.
68 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Notes to the accounts
1 Statement of accounting policies 1.1 Basis of accounting These accounts have been prepared in accordance with the Financial Reporting Manual 2006/7 (FReM) and comply with the Accounts Direction given by the Treasury in accordance with section 4 (6) (a) of the Government Trading Funds Act 1973. The accounting policies contained in the FReM follow UK generally accepted accounting practice for companies (UK GAAP) to the extent that it is meaningful and appropriate to the public sector. Where the FReM permits a choice of accounting policy, the accounting policy which has been judged to be the most appropriate to the particular circumstances of Land Registry for the purposes of giving a true and fair view has been selected. Land Registry’s accounting policies have been applied consistently in dealing with items considered material in relation to the accounts.
1.2 Accounting convention These accounts have been prepared under the historic cost convention modified to account for the revaluation of tangible fixed assets.
1.3 Fee income This is income that relates directly to the operating activities of Land Registry. It comprises fees, net of any refunds, for statutory services for registration of title and land charges including agricultural credits. Income is recognised in the accounts in the financial year in which the service is delivered.
Certain services require receipt of payment with application resulting in payments being received for services not yet delivered within the financial year being reported upon. These amounts are reported as fees received in advance and disclosed within creditors.
1.4 Insurance Insurance is charged to the income and expenditure account on the basis of actual premiums paid, for cover of property, lifts, the car fleet, use of hire cars and overseas travel.
1.5 Pensions Land Registry employees are civil servants who are entitled to be members of the Principal Civil Service Pension Scheme (PCSPS). PCSPS is an unfunded multi-employer defined benefit scheme, but Land Registry is unable to identify its share of the underlying assets and liabilities. Land Registry recognises the expected cost of providing pensions on a systematic and rational basis over the period during which it benefits from the employees’ services by payment to the PCSPS of amounts calculated on an accruing basis. Liability for the payment of future benefits is a charge on the PCSPS. The scheme actuary valued the scheme as at 31 March 2003. You can find details
69 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
in the resource accounts of the Cabinet Office under Civil Superannuation (www.civilservice-pensions.gov.uk).
Further pension details can be found in the remuneration report on pages 61 to 63.
1.6 Tangible fixed assets Freehold and long leasehold land and buildings are professionally valued every three years. In the intervening years, the Valuation Office Agency provides a 'desktop' valuation. A ‘desktop’ valuation has been provided this year.
Land Registry is required by FReM to disclose other fixed assets in the balance sheet at modified historic cost. For short-life non-property assets, historic cost is used as an approximation to the current cost of the asset.
Freehold and long leasehold land and buildings are included at revaluation less accumulated depreciation.
All other tangible fixed assets are included at historic cost less accumulated depreciation.
Assets in the course of construction are not depreciated.
The depreciation charge is calculated so as to allocate the cost or revalued amount, less the estimated residual value, of tangible fixed assets systematically over their remaining useful lives using the straight-line method.
Asset lives are reviewed at the end of each financial year.
The following asset depreciation rates are used.
Freehold land nil Freehold buildings 2 per cent Leasehold land and buildings period of the lease Telecommunications equipment 20 per cent Furniture, fixtures and fittings 20 per cent Office equipment 20 per cent Computers: mainframe 20 per cent
Computers: mini and PCs 331/3 per cent
Motor vehicles 331/3 per cent Structured cabling 10 per cent Plant and heavy machinery 10 per cent
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1.7 Impairment of fixed assets Impairment reviews are undertaken if there are indications that the carrying values may not be recoverable. The applicable government discount rate is 3.5 per cent.
1.8 Research and development Land Registry is currently developing e-conveyancing, an electronic system to help improve the processes of buying, selling and registering land and property in England and Wales. The cost of developing e-conveyancing is being capitalised as an intangible asset on the balance sheet. Expenditure is separately identified by a series of projects held within an e-conveyancing programme structure. All programme costs, including directly attributable staff costs, eligible under the Statement of Standard Accounting Practice 13 to be defined as development expenditure, are being capitalised. They will be amortised against future e-conveyancing income streams.
1.9 Work-in-progress Work-in-progress is stated at the lower of cost (direct materials and salaries plus attributable overheads on normal level of activity) and net realisable value, which is based on the fee, less further costs expected to be incurred on completion of the case.
Due to the immaterial value of stationery stock a change in accounting policy was agreed, whereby it would be treated as an expense in year. As the amount is immaterial the prior period has not been restated.
1.10 Provisions Land Registry provides for legal and constructive obligations that are of uncertain timing or amount at the balance sheet date, on the basis of management's best estimate of the expenditure required to settle the obligation. Where appropriate this is supported by independent professional advice. Provisions are charged to the income and expenditure account.
1.11 Indemnity Fund The Indemnity Fund was established in 1994. In 2003/4 Land Registry commissioned Lane, Clark & Peacock to carry out an actuarial review. Its report recommended that Land Registry increased the fund to £13.724 million as at 31 March 2004. In the subsequent years there have been annual updates, prior to the next actuarial review, which will be undertaken by Lane, Clark & Peacock, commencing in September 2007. Claims that are proved and covered by the fund will, in the first instance, be charged against the fund.
1.12 Contingent liabilities Where appropriate, liabilities that have only a possible chance of crystallising and do not meet the provisions criteria have been
71 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
classified as contingent liabilities. This includes but is not limited to, claims for losses arising from errors, or fraud in relation to Land Registry’s statutory responsibility as insurer of titles in England and Wales.
1.13 Operating leases Rental costs under operating leases are charged to the income and expenditure account as incurred.
1.14 Finance leases Where Land Registry retains all the risks and rewards of ownership of an asset subject to a lease, the lease is treated as a finance lease. Future instalments payable under finance leases, net of finance charges, are included in creditors with the corresponding asset values recorded in fixed assets and depreciated over the shorter of their estimated useful lives or their lease terms. The applicable government discount rate is 3.5 per cent. Lease payments are apportioned between the finance element, which is charged to the income and expenditure account as interest, and the capital element, which reduces the outstanding obligation for future instalments.
1.15 Capital government grants The value of the assets funded by government grants for capital expenditure is held in a Government Grant Reserve. The assets paid for by the grants are revalued and depreciated in line with Land Registry’s fixed asset policy. Depreciation charges and revaluation movements for these assets are charged to the reserve in line with Government Accounting guidance.
1.16 Payments to Private Finance Initiative (PFI) suppliers PFI transactions have been accounted for in accordance with Technical Note No 1 (Revised ) on How to account for PFI transactions. As the balance of the risks and rewards of ownership of the PFI property are borne by the PFI operator, the PFI payments are recorded as an operating cost.
1.17 VAT Land Registry accounts for VAT on its statutory activities under the Treasury’s Taxing and Contracting Out of Services Directions. For non- statutory activity, which is business activity, VAT is charged and recovered according to commercial VAT rules. Irrecoverable VAT is charged to the relevant expenditure category or included in the capitalised purchase costs of fixed assets. Where output tax is charged or input tax is recoverable the amounts are stated net of VAT.
1.18 Cost of capital Land Registry is required to pay the Treasury an annual dividend being 3.5 per cent of the average capital employed during the financial year.
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Land Registry considers it sufficient to calculate this figure using an annual average.
1.19 Estimation techniques Estimation techniques are the methods adopted to arrive at estimated monetary amounts for income and expenditure during the reporting period and the valuation of assets and liabilities and disclosure of contingent assets and liabilities at the date of the accounts. Significant estimation techniques for Land Registry include the recognition and valuation of provisions. 2 Segmental reporting The information contained in this note satisfies a dual purpose. The first is to comply with the Treasury Fees and charges guide and the second is to comply with the Statement of Standard Accounting Practice 25.
There are two separate statutory services carried out by Land Registry: registration of title, and land charges including agricultural credits. Detailed in the table below is the fee income, total cost of service and surplus for each of these services.
Registration of title Land charges and Total Total agricultural credits 2007) 2006) 2007) 2006) 2007) 2006) £’000) £’000) £’000) £’000) £’000) £’000) Fee income 464,748) 386,192) 9,777) 9,240) 474,525) 395,432) Cost of service (355,108) (341,632) (3,031) (2,857) (358,139) (344,489) Administrative expenses (19,893) (20,029) (176) (165) (20,069) (20,194) Operating surplus 89,747) 24,531) 6,570) 6,218) 96,317) 30,749)
The financial objective of the trading fund is to cover the costs of the two services and to make a return on average capital employed of 3.5 per cent, taking one year with another (see also note 27).
The Land Charges and Agricultural Credits departments’ net assets represent approximately 2 per cent of Land Registry’s total net assets. It is therefore inappropriate to notate this information separately.
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3 Operating surplus
2007) 2006) Operating surplus is stated after charging £’000) £’000) Staff costs (see note 4 and remuneration report) 244,063) 238,147) Provisions for indemnity costs (see note 17) (100) 1,424) IT infrastructure costs (see note 26) 19,937) 17,360) Hire of machinery 6,534) 5,541) Auditor’s remuneration – audit fee 69) 68) Depreciation current year – owned assets (see note 7) 20,025) 17,546) Depreciation current year – leased assets (see note 7) 1,256) 1,110) Impairment in value of fixed assets (see note 7) 2,487) 5,193) Impairment in value of assets under construction 2,753) 0) Early retirement costs (see note 16) 1,380) 681) Charge for operating leases – buildings 4,018) 4,479) Other operating income (3,904) (2,499)
4 Employee information 4.1 Staff costs
2007)))2006) Permanent staff) Others) Total) Total) £’000) £’000) £’000) £’000) Salaries 195,790) 2,802) 198,592) 193,193) Social security costs 14,678) 27) 14,705) 13,591) Other pension costs 35,654) 0) 35,654) 33,605) Total staff costs 246,122) 2,829) 248,951) 240,389) Capitalised staff costs (4,585) (303) (4,888) (2,242) Total net staff costs 241,537) 2,526) 244,063) 238,147)
The amounts disclosed as salaries include directors’ remuneration.
The capitalised staff costs relate to the research and development of e-conveyancing (see note 1.8).
Other staff costs include salaries and social security costs for staff employed as casuals or on fixed term contracts; and the costs of agency staff.
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4.2 Staff numbers Average number of persons employed by Land Registry during the year was made up as follows.
2007)))2006) Permanent staff) Others) Total) Total) Senior management 7) 0) 7) 15) Operational 7,644) 94) 7,738) 7,740) Administration 314) 35) 349) 324) IT 476) 23) 499) 467) 8,441) 152) 8,593) 8,546)
4.3 Chief Executive and directors’ salary and pension entitlements The salary and pension entitlements of the Chief Executive and the directors of Land Registry are included in the remuneration report on pages 61 to 63.
4.4 Pensions Pension benefits are provided for the majority of staff through the PCSPS. For 2006/7 employer contributions of £35.6 million (2005/6: £33.6 million) were payable to PCSPS at one of four rates in the range 17.1 per cent and 25.5 per cent of pensionable pay, based on salary bands.
Employees joining after 1 October 2002 could opt to open a partnership pension account, a stakeholder pension with an employer contribution. For 2006/7 Land Registry made a contribution of £49,819 (2005/6: £35,649).
Further details of the pension schemes can be found in the remuneration report on pages 61 to 63. 5 Interest payable and similar charges
2007 2006 £’000 £’000 Finance charges 32 31
Rental reviews have been recognised as part of the capital value reducing their interest payable.
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6 Dividend payable
2007 2006 £’000 £’000 Dividend payable 16,548 14,229
Land Registry is required to pay to the Treasury an annual dividend being 3.5 per cent of the average capital employed during the financial year.
7 Tangible fixed assets
Land and buildings Furniture, Computer, fixtures and Assets telecoms fittings and under and office motor Freehold Long lease Short lease construction equipment vehicles Total £’000) £’000) £’000) £’000) £’000) £’000) £’000 Cost or valuation At beginning of year 134,705) 41,826) 2,372) 10,740) 69,215) 31,506) 290,364) Additions 0) 0) 283) 17,424) 11,870) 3,060) 32,637) Assets brought into use 2,668) 9) 0) (9,006) 5,329) 1,000) 0) Revaluation in year* 9,285) 670) 777) 0) 0) 0) 10,732) Revaluation 0) 0) 0) 0) 415) (383) 32) Transfers 0) 0) 0) 0) 8,549) (785) 7,764) Impairment (2,484) 0) (3) 0) 0) 0) (2,487) Disposals 0) 0) 0) 0) (6,085) (1,431) (7,516) At end of year 144,174) 42,505) 3,429) 19,158) 89,293) 32,967) 331,526) Depreciation At beginning of year 4,762) 1,082) 349) 0) 37,090) 19,000) 62,283) Provided during the year** 2,045) 854) 402) 0) 15,278) 4,091) 22,670) Transfers 0) 0) 0) 0) 8,342) (578) 7,764) Backlog depreciation 195) 16) 80) 0) 0) 0) 291) Disposals 0) 0) 0) 0) (5,360) (1,349) (6,709) At end of year 7,002) 1,952) 831) 0) 55,350) 21,164) 86,299) Net book value as at 31 March 2007 137,172) 40,553) 2,598) 19,158) 33,943) 11,803) 245,227) Net book value as at 31 March 2006 129,943) 40,744) 2,023) 10,740) 32,125) 12,506) 228,081)
* £0.242 million (2005/6: £0.314 million) allocated to assets funded by government grant (see note 19). ** £1.389 million (2005/6: £1.238 million) allocated to assets funded by government grant (see note 19). 76 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
The accounting policies state that Land Registry’s policy is to professionally value freehold and long leasehold land and buildings every three years. A full valuation was conducted as at 1 January 2005. In the intervening years, these figures are updated by a 'desktop' valuation. Both professional valuations and 'desktop' valuations are supplied by external valuers, the Valuation Office Agency. The basis of valuation was existing use with open market value for surplus or sublet properties. There was an excess of £10.9 million of open market value over existing use value for the freehold property as at 1 January 2005.
The net amount of finance leases at the end of the year was £13.8 million (2005/6: £14.1 million). In the year £0.55 million (2005/6: £0.70 million) of depreciation related to these assets.
Where property value falls below original values, the deficits (temporary and permanent) are charged to the income and expenditure account as impairment.
Freehold land amounted to £41.13 million (2005/6: £38.87 million).
8 Research and development – e-conveyancing
2007 2006 £’000 £’000 Capitalised e-conveyancing costs 26,127 8,133
The cost of developing e-conveyancing is being capitalised as an intangible asset on the balance sheet and will be amortised against future e-conveyancing income streams. Additions in the year amounted to £17.994 million. Please see accounting policies on page 71.
9 Stocks
Stocks comprise: 2007 2006 £’000 £’000 Stationery stocks 0 12 Work-in-progress 2,401 1,999 2,401 2,011
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10 Debtors 10.1 Debtors due within one year
2007 2006 £’000 £’000 Trade debtors 12,782 9,537 Other debtors 3,058 3,033 Prepayments and accrued income 6,878 6,390 22,718 18,960
10.2 Debtors due after more than one year
2007 2006 £’000 £’000 Other debtors 826 692 Prepayments 1,884 812 2,710 1,504
Total debtors 25,428 20,464
11 Cash at bank and in hand
2007 2006 £’000 £’000 Office of HM Paymaster General 284,934 213,067 Commercial banks and cash-in-hand 21,859 19,597 Total 306,793 232,664
Land Registry holds customer deposits as part of the credit account payment facility. At the year-end, there were 103 accounts (2005/6: 105) for which a total of £2.08 million (2005/6: £2.09 million) was held in Land Registry’s bank account.
Customer deposits are not shown in the balance sheet as they relate to third party monies (see note 24.2).
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12 Creditors 12.1 Amounts falling due within one year
2007 2006 £’000 £’000 Fees received in advance 13,238 9,361 Taxation and social security 4,786 4,607 Trade creditors 6,339 4,103 Other creditors 4,356 3,726 Accruals 30,328 24,915 Net obligations under finance leases 918 939 Dividend payable 16,548 14,229 76,513 61,880
12.2 Amounts falling due after more than one year
2007 2006 £’000 £’000 Finance lease obligations 12,531 13,254
The comparatives have been restated to reflect the moving of the early retirement provision values from creditors to provisions in note 16. 13 Intra-government balances 13.1 Debtors
Amounts falling due Amounts falling due after within one year more than one year 2007) 2006) 2007) 2006) Balances with: £’000) £’000) £’000) £’000) Other central government bodies 3,429) 3,150))) Local authorities 1,135) 17))) NHS bodies 0) 13))) Public corporations and trading funds 70) 14))) Intra-government balances 4,634) 3,194))) Balances with bodies external to government 18,084) 15,766) 2,710) 1,504) Total debtors 22,718) 18,960) 2,710) 1,504)
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13.2 Creditors
Amounts falling due Amounts falling due after within one year more than one year 2007) 2006) 2007) 2006) Balances with: £’000) £’000) £’000) £’000) Other central government bodies 24,584) 32))) Local authorities 284) 4))) NHS bodies 0) 0))) Public corporations and trading funds 0) 16))) Intra-government balances 24,868) 52))) Balances with bodies external to government 51,645) 61,828) 12,531) 13,254) Total creditors 76,513) 61,880) 12,531) 13,254)
14 Lease commitments 14.1 Operating leases
Annual commitments in respect 2007 2006 of land and buildings operating £’000 £’000 leases which expire within: One year 461 50 Two to five years 1,013 1,873 More than five years 2,544 2,556 4,018 4,479
14.2 Finance leases
2007 2006 Payments due within: £’000 £’000 One year 918 939 Two to five years 3,561 3,571 More than five years 8,970 9,683 13,449 14,193
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15 Loans Land Registry had no loans during the financial year ending 31 March 2007. 16 Provisions for liabilities and charges
2007) 2006) Early) Property) Total) Total) retirement) £’000) £’000) £’000) £’000) At 1 April 1,539) 0) 1,539) 2,308) Additions during the year 1,380) 984) 2,364) 681) Utilised in year (1,346) 0) (1,346) (1,450) At 31 March 1,573) 984) 2,557) 1,539)
The early retirement provision (ERP) gives retirement benefits to certain employees.
These benefits conform to the rules of the Principal Civil Service Pension Scheme (PCSPS). Land Registry bears the cost of these benefits until the normal retirement age of the employees retired under the scheme. Total payments in the year amounted to £1.35 million in 2006/7, of which £1.35 million had been provided for within the ERP provision in the 2005/6 accounts. The total pension liability up to normal retiring age in respect of each employee is charged to the income and expenditure account in the year in which the employee takes early retirement and a provision for future pension payments is created. Pension and related benefit payments to the retired employee until normal retiring age are then charged annually against the provision.
As a result of Croydon Office’s impending move to Trafalgar House, there is an obligation on Land Registry to undertake dilapidations work on the existing office, Sunley House. The value of this work has been provided for in these accounts. 17 Indemnity Fund
2007) 2006) £’000) £’000) At 1 April 15,258) 22,224) Additions during the year 4,286) 6,637) Utilised in year (4,386) (13,603) At 31 March 15,158) 15,258)
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18 Public Dividend Capital
2007) 2006) £’000) £’000) Issued pursuant to the Government Trading Funds Act 1973 as amended by the Government Trading Act 1990 61,545) 61,545)
19 Government Grant Reserve In 2002/3, Land Registry was awarded £15 million from the Capital Modernisation Fund to develop new computer facilities. Of this amount, £0.719 million worth of asset was disposed of in 2006/7 (2005/6: £0.722 million was used in the construction of assets) and has been debited to the Government Grant Reserve.
2007) 2006) £’000) £’000) At 1 April 11,700) 12,530) Capital Modernisation Fund 0) 722) Revaluation (see note 7) (242) (111) Depreciation (see note 7) (1,389) (1,238) Disposals (see note 7) (719) 0) Impairment (see note 7) 0) (203) At 31 March 9,350) 11,700)
20 Revaluation reserve
2007) 2006) Unrealised: £’000) £’000) At 1 April 71,406) 58,874) Revaluation surplus (see note 7) 10,683) 13,010) Transfer to retained earnings (6,687) 0) Realised gains 0) (1,115) Transfer to impairment 0) 637) At 31 March 75,402) 71,406)
A one-off transfer has been made from the revaluation reserve to the retained income account to reflect historic balances incorrectly carried forward following the move from cash to resource accounting, and to adjust for the use of historic cost as an estimation for current cost on non-property assets.
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21 Income and expenditure account
2007) 2006) £’000) £’000) At 1 April 254,771) 229,031) Retained surplus for year 91,430) 25,740) Revaluation adjustment 32) 0) Transfer from revaluation reserve 6,687) 0) At 31 March 352,920) 254,771)
The revaluation adjustment relates to a change in the accounting estimate for non-property assets resulting in a transfer directly to retained reserves.
22 Capital commitments
2007) 2006) Capital expenditure: £’000) £’000) Contracted for but not provided in these accounts 722) 10,679)
Contracted expenditure relates to agreements for the provision of software licences.
23 Contingent liabilities The Land Registration Act 2002 places a legal liability on Land Registry to indemnify for losses resulting from errors or omissions on the register of title. This includes errors resulting from frauds perpetrated by third parties. As a statutory insurer of titles in England and Wales, indemnity payments are not confined to mistakes made by Land Registry. Claims pending under this liability were as shown below.
2007) 2006) £’000) £’000) In relation to entries in the Register 4,566) 7,315) Fraud and forgery 2,807) 3,081)
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24 Notes to the cash flow statement 24.1 Reconciliation of operating surplus to net cash inflow from operating activities
2007) 2006) £’000) £’000) Operating surplus 96,317) 30,749) Depreciation charges 21,281) 18,656) Impairment in value of fixed assets 2,487) 5,193) Increase/(decrease) in provisions 1,018) (768) Increase in stocks (390) (299) (Increase)/decrease in debtors (2,395) 216) Increase/(decrease) in creditors 10,642) (2,300) Decrease in Indemnity Fund (100)) (6,966) Net cash inflow from operating activities 128,860) 44,481)
24.2 Reconciliation of net cash flow to movement in net cash
2007) 2006 £’000) £’000 Land Land Registry Customer Registry Customer funds deposits funds deposits Net cash at start of period 232,664) 2,090) 231,749) 1,687) Increase/(decrease) in cash in the period 74,129) (8) 915) 403) Net cash at end of period 306,793) 2,082) 232,664) 2,090)
25 Related party disclosures In accordance with guidance issued on 21 March 1997 by the Treasury, to comply with Financial Reporting Standard No 8 – related party disclosures, the following information is provided on related party transactions.
Land Registry is an executive agency, trading fund and government department. During the year it has had a number of material transactions with other government departments and other central government bodies. Most of these transactions have been with Ordnance Survey, Communities and Local Government and the Post Office.
None of the board members, members of the key management staff or other related parties have undertaken any material transactions with Land Registry.
84 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
26 Public–private partnership A contract was awarded in July 1999 to Compaq Services (now Hewlett Packard) for up to a 10-year period under a public-private partnership. Hewlett Packard is required to design, implement and manage the IT infrastructure for Land Registry’s registration systems. The infrastructure will support Land Registry’s move towards integrating its computerised registers, title plans and supporting deeds. The National Audit Office has examined the public-private partnership contract and submission by Land Registry and confirmed that it should be treated as off balance sheet. This complies with the criteria set out in the Treasury Taskforce Private Finance – Technical Note (Revised) issued in July 1999 and amendment to Financial Reporting Standard No 5 – Reporting the substance of transactions: Private Finance Initiative and similar contracts.
Hewlett Packard is providing a managed service and this is achieved with an on-site team that work in partnership with Land Registry’s local system administrators. As the contract is service-based, there is a zero capital value. To maximise the use of Land Registry’s IT assets, PCs, servers and hubs that are compatible with the managed service are now maintained by Hewlett Packard on Land Registry's behalf. The value of Land Registry’s equipment at the start of the contract was £2.78 million.
The contract expires in July 2009 and future requirements are being considered in advance of a re-tendering exercise.
For 2006/7 £19.94 million (2005/6 £17.36 million) was charged to the income and expenditure account under the Hewlett Packard contract. The future payments committed under the contract are detailed below.
£’000 2007/8 22,168 2008/9–2009/10 28,148 50,316
27 Corporate financial targets
2007 2006 Actual Target Actual Target Return on average capital employed 23.2% 3.5% 10% 3.5%
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28 Financial instruments Financial Reporting Standard No 13 – Derivatives and other financial instruments requires disclosure of the role financial instruments have had during the period in creating or changing the risks an entity faces in undertaking its activities.
Land Registry has no borrowings and relies primarily on income from statutory activities and is therefore not exposed to liquidity risks. Material deposits are held at the Bank of England.
All material assets and liabilities are denominated in sterling, therefore Land Registry is not exposed to interest rate risk or currency risk. 29 Post balance sheet events There have been no post balance sheet events.
These accounts were authorised for issue by the Chief Executive on 18 July 2007.
86 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Treasury minute dated 15 December 2003
1 Section 4(1) of the control and management of Government Trading Funds the Chief Land Registrar. Act 1973 (“the 1973 Act”) Additional assets were provides that a trading fund appropriated to the trading established under that Act fund on 11 March 1996 shall be under the control under the Land Registry and management of the Trading Fund (Additional responsible Minister (or, Assets) Order 1996 (SI 1996 where a trading fund is No. 750). On 13 October established for operations 2003, the trading fund was carried on by a person extended and amended appointed in pursuance of under the Land Registry any enactment, that person, Trading Fund (Extension and if the Order establishing the Amendment) Order 2003 (SI trading fund so provides in 2003 No. 2094). accordance with section 3 The Secretary of State for 1(6)(a) of the 1973 Act); and [The Department for in the discharge of his Constitutional Affairs] and function in relation to the the Lord Chancellor, being fund it shall be his duty: the responsible Minister for (a) to manage the funded the purposes of section operations so that the 4(1)(b) of the 1973 Act, has revenue of the fund: determined (with Treasury (i) consists principally of concurrence) that a further receipts in respect of goods financial objective desirable or services provided in the of achievement by H M Land course of the funded Registry for the period from operations, and 1 April 2004 to 31 March (ii) is not less than sufficient, 2009 shall be to achieve a taking one year with return, averaged over the another, to meet outgoings period as a whole, of a which are properly minimum of 3.5 per cent in chargeable to revenue the form of a surplus on account; and ordinary activities before (b) to achieve such further interest (payable and financial objectives as the receivable) and dividends Treasury may from time to expressed as a percentage time, by minute laid before of average capital employed. the House of Commons, Capital employed shall indicate as having been equate to the total assets determined by the from which shall be responsible Minister (with deducted the total liabilities. Treasury concurrence) to be 4 This Minute supersedes that desirable of achievement. dated 1 April 1993. 2 A trading fund for H M Land 5 Let a copy of this Minute be Registry was established on laid before the House of 1 April 1993 under the Land Commons pursuant to Registry Trading Fund Order section 4(1)(b) of the 1993 (SI 1993 No. 938). Government Trading Funds Article 3(2) of that Order Act 1973. provides that the trading fund shall be under the
87 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendices
88 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 1 Key performance targets and results since 2001
Key ministerial targets Targets, outturns and achievements Targets for 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8
Financial Percentage return on average Target 6 6 6 3.5 3.5 3.5 3.5 capital employed Outturn 17.6 25.0 11.5 7.8 10.0 23.2 –
Efficiency Cost per unit in real terms Target £23.95 £23.10 £22.17 £21.43 £21.75 £21.17 £20.61 Outturn £21.33 £19.06 £20.47 £20.07 £19.46 £18.30 – Cost per unit in cash terms Target £29.95 £29.67 £29.07 £28.79 £29.78 £29.89 £29.88 Outturn £26.67 £24.48 £27.06 £26.97 £26.64 £25.84 –
Throughput/speed Percentage of official copies and Target 100 –––––– official searches processed in Outturn 100 100 ––––– three working days Percentage of official copy and Target 98 98 98 98 98 98 98 official search applications Outturn 100 100 100 99 98 98 – handled in two working days Percentage of all registrations Target 80 –––––– processed in 25 working days Outturn 79.1 84.6 ––––– Percentage of all registrations Target – 75 80 80 – – processed in 20 working days Outturn – 86.1 88.6 89 – – Percentage of all registrations Target ––––808080 processed in 18 working days Outturn ––––89.7 88.6 –
Accuracy Percentage of registrations Target 98.5 98.5 98.5 98.5 98.5 98.5 98.5 handled free of error at every Outturn 98.73 98.74 98.79 98.70 98.80 98.80 – Land Registry office Percentage of customers Target Better than Better than responding to the annual 90 94 ––––– survey who perceive the Outturn 97.43 97.53 ––––– accuracy of registrations to be excellent or good
Overall satisfaction Percentage of customers Target – Better than Better than Better than Better than Better than Better than who, overall, are very 94 94 95 95 95 95 satisfied/satisfied with the Outturn – 98.7 98.3 98.4 99 98.6 full range of services provided by Land Registry
Other Percentage of titles in the Land Target 97 –––––– Register capable of electronic Outturn 97.93 –––––– delivery Number of scanned pages of Target 28 40 ––––– filed documents (millions) Outturn 39.7 61.4 ––––– Percentage of electronic delivery of Target 40 60 ––––– Land Registry’s services Outturn 40 60 ––––– Number of scanned Land Charges Target 7 7 ––––– registration writs and orders Outturn 7.1 13.4 ––––– in bankruptcy (millions) Percentage take-up of electronic Target – 50 ––––– services Outturn – 50.33 ––––– Draft Rules under the Land Target – July 2002 ––––– Registration Act 2002 ready Outturn – Achieved ––––– for consultation Carry out a major Target – February 2003 ––––– public consultation on the Outturn – Achieved ––––– possible system for e-conveyancing and prepare a final report for ministers Make available a pilot service for Target –––––– e-discharges Outturn – – Achieved – – –
89 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 1 Key performance targets and results since 2001 (cont’d)
Key ministerial targets Targets, outturns and achievements Targets for 2001/2 2002/3 2003/4 2004/5 2005/6 2006/7 2007/8
Make all key Land Registry Target –––––– information services available Outturn – – Achieved – – – over the internet Implement the first phase of the Target –––––– Land Registration Act 2002 Outturn – – Achieved – – – Report to ministers on proposals Target –––––– for the implementation of Outturn – – Achieved – – – e-conveyancing Enable printing of authenticated Target –––––– results of official searches and Outturn –––Achieved – – searches in a customer’s office Carry out a consultation on a Target –––––– standard form of lease Outturn –––Achieved – – Start the pilot for processing Target –––––– e-lodgement of forms Outturn –––Achieved – – Make Land Registry data available Target –––––– to the EULIS demonstrator Outturn –––Achieved – – Make scanned deeds referred to on Target –––––– the register available electronically Outturn ––––Achieved – via Land Register Online Register for the first time an Target –––––– additional 5 per cent of the area of Outturn ––––Achieved – freehold land in England and Wales Provide a further data centre for Target –––––– business continuity purposes Outturn ––––Achieved – Complete electronic document Target –––––– authentication prototyping Outturn ––––Achieved – Introduce imagery-based access to Target –––– – Land Register Online Outturn –––––Achieved Add a further 700,000 hectares of Target –––––– land to the total area of registered Outturn –––––Achieved freehold land in England and Wales Introduce a prototype Chain Matrix Target –––––– service to provide transparency to Outturn –––––Achieved residential conveyancing chains Establish a Land Registry Portal as Target –––––– a first step in implementing a Outturn –––––Achieved single integrated customer interface for all online Land Registry information and services Provide a sustainable and scaleable Target ––––––2007/8 e-security infrastructure solution, Outturn –––––– providing role-based access, identity management and future e-signature functionality, for Land Registry’s external and business customer base Add a further 550,000 hectares of Target ––––––2007/8 land to the total area of registered Outturn –––––– freehold land in England and Wales Complete a review of responses to Target ––––––2007/8 the consultation paper on the Land Outturn –––––– Registration (Network Access) Rules and the Land Registration (Electronic Communications) Order and report to ministers Move Land Registry corporate Target ––––––2007/8 website to the new portal and Outturn –––––– establish the portal for the use of one or more of the following customer segments: citizens, conveyancers, lenders, estate agents
90 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 2 Summary of intakes 2005/6 and 2006/7
Summary of intakes 2005/6 2006/7 Variance % (255 working days) (252 working days)
Applications First registrations 309,609 304,391 -1.7% Dispositionary first leases 199,673 228,940 14.7% Transfers of part of registered land 186,533 191,767 2.8% Dealings of whole with registered land 4,633,621 4,913,128 6.0% Preliminary services (OS, OC, CI, SIM, PIC) 13,397,544 14,660,341 9.4% Corres (excl. PIC, Form 313 and Register views) 449,024 465,816 3.7% Telephone and enquiry services 5,154,711 4,381,623 -15.0% Register views (LR Direct, NLIS and LR Online) 6,811,888 7,804,664 14.6% Title plan views (LR Direct, NLIS and LR Online) 988,355 1,214,251 22.9% Document views (LR Direct and NLIS) 105,189 283,510 169.5% Total applications 32,236,147 34,448,431 6.9%
Preliminary services
Official copies By post 2,268,805 1,873,888 -17.4% By e-services 2,822,286 4,388,927 55.5% By phone 1,061,646 788,366 -25.7% Total official copies (less CIs) 6,152,737 7,051,181 14.6%
Official searches By post 555,261 446,665 -19.6% By e-services 2,288,805 2,889,530 26.2% By phone 922,799 707,831 -23.3% Total official searches (OS1 + OS2 - MH3) 3,766,865 4,044,026 7.4%
Official searches of the index map By post 1,792,247 1,829,315 2.1% By e-services 703,122 877,268 24.8% By phone 758,113 595,835 -21.4% Total official searches of the index map 3,253,482 3,302,418 1.5%
Certificate of inspection of title plan (CI) 15,569 16,162 3.8% Matrimonial homes searches (Form MH3) 208,971 242,379 16.0% Register views (LR Direct, NLIS and LR Online) 6,811,888 7,804,664 14.6% Title plan views (LR Direct, NLIS and LR Online) 988,355 1,214,251 22.9% Document views (LR Direct and NLIS) 105,189 283,510 169.5% Personal searches of the register (PIC) 3,453 4,175 20.9% Total preliminary services 21,306,509 23,962,766 12.5%
Other services Form 313 5,987 15,186 153.6% Property price bespoke reports 462 177 -61.7% Total other services 6,449 15,363 138.2%
91 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 3 Statement of service standards
Setting our standards information centre at every Customer feedback helps us to office. We also publish them on make sure our service meets our website, in customer your needs. Our standards are newsletters and in this set and reviewed every year by document. the Secretary of State for Justice and Lord Chancellor to make Our service standards sure that we improve our level of Accuracy service and performance. We aim to deal with all applications without making any We: mistakes. If we do make a — carry out a customer mistake, we will try to put it right satisfaction survey every as soon as possible. However, year the state guarantee of title — invite customers who come means that, in appropriate into our offices to fill in a circumstances, we may pay satisfaction questionnaire compensation for the mistake — hold regular meetings with rather than alter the register. We representative groups and consider each case on its merits. customers — pay attention to comments, Speed of service suggestions and complaints. We aim to deal with all searches and requests for official copies If you would like to make any within three working days. comments or suggestions about our service, please contact the We aim to deal with all customer service manager at applications for registration any of our offices. within five weeks. If we cannot do this we will write to tell you We also encourage our staff to why there is a delay and what put forward their ideas for we are doing about it. improving our service. Correspondence Providing value for money We aim to reply to We review our fees each year correspondence within five and only charge what we need working days. This applies to to recover our overhead costs, letters, faxes and emails. If we such as capital expenditure or cannot do this we will write to new equipment, buildings and explain why and tell you when so on, to provide a return on our you can expect a reply. net assets. This standard does not apply to Where do we publish our requests for information under service targets? the Data Protection Act, which we We display our main service will respond to within 40 days, or targets, and details of our the Freedom of Information Act, performance against these which we will respond to within targets, in the customer 20 working days.
92 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Personal callers Our staff are committed to Please tell us if you would like: We aim to see visitors with an meeting your needs and will: — help understanding the appointment straight away and — give you their name information we give you visitors without an appointment — be helpful and treat you in a — the information in a different within 10 minutes of their polite and professional way language or format, such as arrival. You may visit us between — give you advice on how to fill on audio tape or in large 8.30am and 6pm Monday to in forms either personally or print Friday, except public holidays. by giving you an information — an adviser, friend or member leaflet of your family involved when With effect from 1 April 2007, — arrange for you to discuss you deal with us. customers are asked to make an any problems with the local appointment, giving at least 24 customer service manager Customers who have a hearing hours’ notice, if they wish to visit — make arrangements for impairment between 5pm and 6pm. urgent or complicated Textphone and Minicom users registrations. can contact us on freephone Telephone enquiries 0800 015 3552. Or you can visit We will answer telephone calls We cannot give you legal our customer service page on quickly and helpfully. We aim to advice. If you need legal advice our website at www.landregistry. answer 80 per cent of calls to you should see a solicitor or gov.uk/customerservice general enquiries within 20 contact your local Citizens seconds and all calls within 30 Advice Bureau. What if I have a complaint? seconds. We will try to answer We appreciate that mistakes your question straight away. If you want to make an can be annoying but sometimes However, if we cannot do this we application or enquiry in person, things do go wrong. You can will contact you within five you can visit any customer complain in person, by phone or working days with a reply, or tell information centre. You can call in writing (including fax, email you when you can expect one. in to see us any time during our and through our website). opening hours. Our opening Please let us know if you would Land surveys hours are 8.30am to 6pm like someone to help you make Sometimes we need to survey Monday to Friday except public your complaint. land before we can complete an holidays. With effect from 1 April application to register or deal 2007, customers are asked to All our staff follow a standard with land. If so, we will tell the make an appointment, giving at procedure so you can be sure person who sent in the least 24 hours’ notice, if they that we will investigate your application as well as the owner wish to visit between 5pm and complaint fully and fairly. or occupier of the property. All 6pm. No appointments are our surveyors carry proof of necessary at any other time of We will acknowledge your their identity. day. complaint on the day we receive it and aim to give you a full What happens when I contact All our offices have wheelchair reply within five working days. If you? access and our staff receive we cannot do this, we will write All our offices, including our training in communicating with to let you know why there has Head Office, have a customer people who have a hearing been a delay and what we are information centre and provide a impairment. doing about it. general enquiry phone service. We will do our best to help. Our office in Wales also offers a Welsh-speaking service.
93 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
If you need to complain New Premier House (Second Email: phso.enquiries@ If you are not satisfied with our Floor) ombudsman.org.uk service, or think we have made a 150 Southampton Row mistake, please tell the staff at London WC1B 5AL The Parliamentary the office concerned and they Tel: 020 7278 6251 Ombudsman’s website is at will do their best to put things Fax: 020 7278 9675 www.ombudsman.org.uk right. Email: [email protected]
Customer service managers The ICR will usually only If you are still not happy, the investigate complaints that have best person to contact is the been through our internal local customer service manager. complaints procedure. You If you are not sure which office should contact the ICR within six you need, you can contact the months of us completing our customer service manager at investigation into your any office. complaint.
Customer Service Manager for You can get more information Land Registry and guidance on the ICR’s We hope to put right complaints website at at local office level. However, if www.icrev.demon.co.uk you are not satisfied with the response you get, or the way we Other options handled your complaint, you can — You can ask your Member of contact our Customer Service Parliament (MP) to contact us Manager for Land Registry at: on your behalf. — If you are not satisfied with Land Registry, Head Office the outcome of your Lincoln’s Inn Fields complaint, or the way it has London WC2A 3PH been handled, you can ask Tel: 0800 015 8002 an MP to refer your Fax: 020 7166 4362 complaint to the Email: customer.service@ Parliamentary Ombudsman. landregistry.gsi.gov.uk The Ombudsman will accept a referral from any MP but You can get more information on you should approach your our website at own MP first. www.landregistry.gov.uk For more information about the Independent Complaints Ombudsman, please contact: Reviewer (ICR) If you have contacted our The Parliamentary & Health Customer Service Manager for Service Ombudsman Land Registry and you are still Millbank Tower not satisfied with our response, Millbank you can get in touch with the ICR London SW1P 4QP at: Helpline: 0845 015 4033 Fax: 020 7217 4160
94 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 4 Key performance indicators for 2007/8
To ensure that our customers Target Target continue to receive an excellent 2006/7 2007/8 land registration service, the following have been set by the Customer service Secretary of State for Justice and Lord Chancellor. Speed Percentage of official copy and search applications processed within two working days 98 98 Percentage of all registrations processed within 18 working days 80 80
Accuracy Percentage of registrations processed free from any error 98.5 98.5
Overall satisfaction1 Percentage of customers who, overall, are very satisfied/satisfied with the full range of services provided by Land Registry1 Better than 95 Better than 95
Financial Percentage return on average capital employed 3.5 3.5
Efficiency Cost per unit in cash terms2 (real terms)3 £29.89 £29.88 (£21.17) (£20.61)
Strategic development areas
Customer service Provide a sustainable and scaleable e-security infrastructure solution, providing role-based access, identity management and future e-signature functionality, for Land Registry’s external and business customer base n/a
Land registration Increase in total area of registered freehold land in England and Wales 700,000 hectares 550,000 hectares
Electronic service delivery Complete a review of responses to the consultation paper on the Land Registration (Network Access) Rules and the Land Registration (Electronic Communications) Order and report to ministers n/a
Other business development Move Land Registry corporate website to the new portal and establish the portal for the use of one or more of the following customer segments: citizens, conveyancers, lenders, estate agents n/a
1 Results from quarterly satisfaction survey year to date from quarters 1, 2 and 3. 2 Based on the GDP deflator issued by the Treasury on 21 March 2007 (base year 1992/3). 3 The real term unit cost in the base year of 1992/3 was £30.65.
95 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 5 Key performance targets and wider business performance explained
Key performance target Explanation
Customer service Speed Percentage of official copy and Official copies and official searches of the Land Register are time- official search applications sensitive applications made at the start of the conveyancing process. processed within two working Measurement is an average of monthly ‘snapshots’. days
Percentage of all registrations Registrations are defined as all substantive applications for registration processed within 18 working received, including those subsequently delayed through days incomplete/incorrect lodgement. Measurement is an average of monthly ‘snapshots’.
Accuracy Percentage of registrations Measurement is by continuous monthly recording of errors returned by processed free from any error customers for correction, as a percentage of all registrations processed.
Overall satisfaction Percentage of customers who, Measurement is by continuous quarterly monitoring through customer overall, are very satisfied/ questionnaires and through the annual customer satisfaction survey. satisfied with the full range of services provided by Land Registry
Financial Percentage return on average The operating surplus for the year as shown in the income and capital employed expenditure account (after taking into account the profit or loss on disposal of capital assets) expressed as a percentage of the average of net assets for the current and previous year. It is payable as a dividend to the Consolidated Fund of up to 3.5 per cent.
Efficiency Cost per unit A unit is a comparative measurement of the relative cost of the effort required to process any category of application handled by Land Registry. An application lodged against the whole of a registered title (dealing) is set at a unit value of 1. All other application categories are measured against this standard and weighted accordingly.
Category of work Unit weighting First registrations 3.30 Dispositionary first leases 5.30 Transfers of part 4.90 Dealings of whole 1.00 Official copies 0.25 Official searches 0.10
96 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Cost per unit (real and cash For management purposes, the annual real terms cost per unit (CPU) terms) milestone is converted to a cash basis using prevailing Gross Domestic Product (GDP) deflators issued by HM Treasury.
The cash CPU is the total operating costs, on an accruals basis (excluding the cost of accepted indemnity claims, commonhold, e-conveyancing and index map vectorisation costs) divided by the units of work processed.
Regular monitoring against the annual ‘real terms’ CPU milestone is achieved by dividing the CPU in cash terms by the prevailing GDP deflator.
Strategic development areas Customer service Introduce imagery-based access To remove the current obstacle of there being no online alternative to a to Land Register Online (2006/7) textual search to enable customers to enquire of the registered status of land, identified by means of a map, either in isolation or in conjunction with text-base searching.
Provide a sustainable and This is required to enable the further development of the Land Registry scaleable e-security Portal and the development of new e-conveyancing services. infrastructure solution, providing role-based access, identity management and future e-signature functionality, for Land Registry’s external and business customer base (2007/8)
Land registration Add a further 700,000 hectares of land to the total area of registered freehold land in England and Wales (2006/7) These are annual milestone targets towards a comprehensive land register. They are expressed in area rather than percentage terms as this can be more visibly measured than a percentage target and allow Add a further 550,000 hectares for more transparent targets to be set for each of our 24 offices. of land to the total area of registered freehold land in England and Wales (2007/8)
Electronic service delivery Introduce a prototype Chain Proof of concept for a major feature of our proposed e-conveyancing Matrix service to provide service. transparency to residential conveyancing chains (2006/7)
97 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Complete a review of responses This will enable Land Registry to frame the secondary legislation to the consultation paper on the required for the development of e-conveyancing. Land Registration (Network Access) Rules and the Land Registration (Electronic Communications) Order and report to ministers (2007/8)
Other business Establish a Land Registry Portal The first stage in providing the infrastructure to enable integrated as a first step in implementing a online services to Land Registry customers and set the foundations for single integrated customer the full transactional e-conveyancing service. interface for all online Land Registry information and services (2006/7)
Move Land Registry’s corporate This is a step towards the creation of a single Land Registry website website to the new portal and (the portal) through which eventually all Land Registry services will be establish the portal for the use of accessed. one or more of the following customer segments: citizens, conveyancers, lenders, estate agents (2007/8) Wider business Explanation performance
Customer service Speed Percentage of customers who are Measurement is by continuous quarterly monitoring through customer very satisfied/satisfied with the questionnaires and through the annual customer satisfaction survey. speed of service of official copies and official search applications
Percentage of customers who are Measurement is by continuous quarterly monitoring through customer very satisfied/satisfied with the questionnaires and through the annual customer satisfaction survey. speed of service of registrations
Average number of days taken to Applications are electronically recorded on receipt and on completion. process: If an application is incorrectly lodged, the number of working days’ first registrations delay incurred in resolving the issue is included in the recorded dispositionary first leases processing time. transfers of part dealings of whole First registrations, requiring a full examination of title, and official copies dispositionary first leases take the longest time to process in Land official searches Registry. Transfers of part can be very complex, involving detailed consideration of easements. Official copies and official searches are now virtually all processed electronically. 98 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Percentage of general Does not include correspondence with MPs, correspondence relating to correspondence (letters, faxes current official applications, complex and contentious casework or and emails) responded to within where the Data Protection Act 1998 or Freedom of Information Act five working days 2000 are referred to.
Accuracy Percentage of customers who are Measurement is by continuous quarterly monitoring through customer very satisfied/satisfied with the questionnaires and through the annual customer satisfaction survey. accuracy of registrations
Overall satisfaction Percentage of customers who, This measure is to ensure that levels of very satisfied customers are overall, are very satisfied with the maintained. It is taken from our annual customer satisfaction survey full range of services provided by and our quarterly customer questionnaires. Land Registry
Financial Percentage cumulative reduction Reflects the cumulative reduction in fees since Land Registry became a in fees since becoming a trading trading fund in 1993. fund
Strategic Number of registered titles This figure represents the current size of the Land Register for England (millions) and Wales. We estimate a complete Land Register to be around 23 million titles.
Percentage (area) of freehold A process has now been developed that will allow the measurement of land in England and Wales registered land within England and Wales to be recorded. registered
Number of registrations: These are key elements of the land registration process. first registrations discharges mortgages transfers of value leases
Average number of training Measurement is an average of continuous monthly recording by days per person local management trainers.
99 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 6 Recruitment statement
The following information The following appointments outlines Land Registry’s work in were made during 2006/7: the field of recruitment during 2006/7. Grade Numbers appointed Land Registry recruitment Senior Registration activity has increased in specific Administrator (SRA) 12 areas this year, with particular Senior Registration emphasis on the move towards Executive (SRE) 2 electronic conveyancing, which Registration Executive 1 (RE1) 6 has given rise to a variety of Registration Executive 2 (RE2) 222 posts supporting the IT Registration Officer (RO) 2 infrastructure and building the Registration Assistant (RA) 3 basis of future commercial Total 247 services.
The resultant growth in these Land Registry’s continued business areas, and the commitment to diversity and underlying need for Land quality of opportunity is Registry expertise, has provided reflected in its recruitment career development procedures, which are opportunities for staff in continually monitored and operational functions. evaluated. The following statistics relate to the staff In addition, with record business shown in the table above. intakes during the year, a major national recruitment campaign Grade Male Female Ethnic Disabled was undertaken to recruit a total minorities of 200 registration executives Senior Registration across Land Registry offices. Administrator (SRA) 5700 Senior Registration The demographic profile of Executive (SRE) 2000 senior managers has benefited Registration Executive 1 (RE1) 5110 from recruitment completed in Registration Executive 2 (RE2) 101 121 12 5 2005. However, there has been Registration Officer (RO) 0200 Registration Assistant (RA) 2110 ongoing recruitment to fill the 1 vacancies created following Total 115 132 14 5 retirement. 1 This figure exceeds the Civil Service target for 2006/7. Note: Not all recruits declared their ethnicity or disability status. Land Registry’s recruitment procedures are conducted on No appointments were made the basis of fair and open under the exceptions to the competition, in accordance with recruitment principles permitted the recruitment code laid down by the Civil Service by the Civil Service Commissioners. Commissioners, and are subject to internal monitoring.
100 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 7 Contact details for Land Registry offices
Head Office Durham (Boldon) Office Lancashire Office Lincoln’s Inn Fields Boldon House Wrea Brook Court London Wheatlands Way Lytham Road WC2A 3PH Pity Me Warton Tel: 020 7917 8888 Durham Lancashire DH1 5GJ PR4 1TE Tel: 0191 301 2345 Tel: 01772 836700
Birkenhead (Old Market) Office Old Market House Durham (Southfield) Office Leicester Office Hamilton Street Southfield House Westbridge Place Birkenhead Southfield Way Leicester Merseyside Durham LE3 5DR CH41 5FL DH1 5TR Tel: 0116 265 4000 Tel: 0151 473 1110 Tel: 0191 301 3500
Lytham Office Birkenhead (Rosebrae) Office Gloucester Office Birkenhead House Rosebrae Court Twyver House East Beach Woodside Ferry Approach Bruton Way Lytham St Annes Birkenhead Gloucester Lancashire Merseyside GL1 1DQ FY8 5AB CH41 6DU Tel: 01452 511111 Tel: 01253 849849 Tel: 0151 472 6666
Harrow Office Nottingham (East) Office Coventry Office Lyon House Robins Wood Road Leigh Court Lyon Road Nottingham Torrington Avenue Harrow NG8 3RQ Tile Hill Middlesex Tel: 0115 906 5353 Coventry HA1 2EU CV4 9XZ Tel: 020 8235 1181 Tel: 024 7686 0860 Nottingham (West) Office Chalfont Drive Kingston upon Hull Office Nottingham Croydon Office Earle House NG8 3RN Trafalgar House Colonial Street Tel: 0115 935 1166 1 Bedford Park Hull Croydon HU2 8JN CR0 2AQ Tel: 01482 223244 Tel: 020 8781 9103
101 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Peterborough Office Telford Office Land Charges and Agricultural Touthill Close Parkside Court Credits Departments City Road Hall Park Way Plumer House Peterborough Telford Tailyour Road PE1 1XN TF3 4LR Crownhill Tel: 01733 288288 Tel: 01952 290355 Plymouth PL6 5HY Tel: 01752 636666
Plymouth Office Tunbridge Wells Office Plumer House Forest Court Land Registry Tailyour Road Forest Road Information Systems Crownhill Hawkenbury Seaton Court Plymouth Tunbridge Wells 2 William Prance Road PL6 5HY Kent Plymouth Tel: 01752 636000 TN2 5AQ PL6 5WS Tel: 01892 510015 Tel: 01752 640000
Portsmouth Office Land Registry St Andrew’s Court Wales Office Telephone Services St Michael’s Road Tyˆ Cwm Tawe Land Registry Telephone Portsmouth Phoenix Way Services is a quick and Hampshire Llansamlet convenient alternative to postal PO1 2JH Swansea applications, but is only Tel: 023 9276 8888 SA7 9FQ available to customers with a Tel: 01792 355000 Land Registry credit account.
By calling 0870 908 8063* Stevenage Office customers can apply for a range Brickdale House Weymouth Office of Land Registry and Land Swingate Melcombe Court Charges searches and official Stevenage 1 Cumberland Drive copies. Hertfordshire Weymouth SG1 1XG Dorset A Welsh language telephone Tel: 01438 788889 DT4 9TT service is available on Tel: 01305 363636 0870 908 8069.
Further information can be Swansea Office obtained from the customer Tyˆ Bryn Glas York Office service manager at any Land High Street James House Registry office. Swansea James Street SA1 1PW York *Please note that calls may be recorded. Tel: 01792 458877 YO10 3YZ Tel: 01904 450000
102 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 8 Glossary of terms
Accident incident rate property sale or purchase within e-discharge, a mortgage can be A recognised statistic used by the chains of transaction that are automatically added to the the Health & Safety Executive commonly found in England and register when a new account is and National Statistics for Wales. It also provides an added to a lender’s computer. recording accidents. element of control and coordination at key stages in the E-discharges Application process and allows each party to A means by which mortgage Any request for the various Land indicate willingness to proceed to entries may be cancelled by a Registry services. This includes exchange. mortgagee via a machine-to- pre- and post-completion machine transaction without any services (see below). Chargee (or mortgagee) intervention by Land Registry The lender of money secured by staff. Business unit a charge or mortgage. Each of the 24 local offices, Electronic certificate Information Systems Group and Chargor (or mortgagor) An official document held in Land Charges Department (both A property owner who borrows electronic format. The Electronic based in Plymouth) and Land money on a mortgage and Communications Act 2000 Registry Head Office in London charges the property as security provides a legal infrastructure for operate as separate for the loan. e-business. The Act stops short of autonomous business units. amending or overriding existing Each has responsibility for Combined operations legislation that requires hand- remaining within centrally Multi-skilled staff processing written signatures, but Section 8 allocated staff and non-staff new title casework from receipt empowers the Secretary of State budgets. to despatch in one operation. for Justice and Lord Chancellor to change legislation by Statutory Caseworker Day list Instrument to authorise or An assigned member of staff An index of all applications facilitate electronic who considers a lodged pending in Land Registry. It communications and storage of application under the Land regulates the priorities between documents, instead of other Registration Act 2002 and Land applications affecting the same forms of communication or Registration Rules 2003, and title number. storage. proceeds accordingly. Dealing Electronic register updates Category 1 supplier An application affecting a A system that will automatically A supplier of goods or services registered title (other than a process electronically lodged to Land Registry where the loss pre-completion service), usually applications to change the or failure of provision of any one taken to mean a dealing with the register. criterion or combined effect of whole of the title. several criteria would prevent E-lodgement the organisation from meeting Dispositionary first lease An electronic system that Land its KPIs or wider government The first registration of a Registry Direct users can use to performance measures. leasehold estate created out of a lodge certain types of registered title. application to change the Chain Matrix register. An electronic notice board, E-charges available online, used by In the same way that a mortgage First registration conveyancers, that shows the can be automatically removed The registration of title to key stages reached in each from the register by way of an unregistered land.
103 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Future Leaders Land Registry. It contains a priority from the moment they Land Registry’s programme to number of changes to Land are entered on the day list (see identify and develop staff who Registry that will affect the staff above). have the potential and employed and where they work, commitment to rise to more as well as Land Registry’s Search of the index map (SIM) senior management levels. The customers and how they are A search of Land Registry’s scheme was launched in April served. public index maps to ascertain 2005 as a replacement for the whether or not a property is former FOCUS accelerated Polygon registered and, if so, its title development scheme. An electronically created multi- number. sided figure representing the Land Register Online registered extent of a given title Single handling Public access via the web to on the vectorised index map. Multi-skilled staff processing Land Registry information with applications online, in one payment by credit card. Portal operation. Single website infrastructure to Land Registry Direct enable the provision of Title An online service for Land integrated online services to The evidence of a person’s right Registry credit account holders, Land Registry customers. to property. providing them with speedy electronic access to a range of Post-completion application Title plan Land Registry information. An application for registration A plan prepared for individual lodged after the completion of titles showing the extent of the New title casework the sale or mortgage. registered title. Applications that require the issue of a new title number – Pre-completion application Transfer of part (TP) first registrations, dispositionary An application seeking A transfer or charge of part of a first leases and transfers of part. information or priority for a registered title. transaction prior to the Official copy completion of the sale or Tranche Official copy of deeds and mortgage. Applications, which Land Registry has adopted a documents in Land Registry, comprise searches of the index tranche approach for the including the register and title map, official searches of part delivery of e-conveyancing. A plan. and whole and official copies, tranche is a body of work within may be lodged in person, by the e-conveyancing programme Official search of part post, fax, telephone and that delivers a clearly defined A search of part of a registered through Land Registry Direct. business benefit (set of title that also secures priority. business services) to both Land Real-time priority Registry and our customers. Official search of whole Real-time priority brings a A search of the whole of a change to Land Registry’s rules Unit registered title that also secures concerning the priorities of A comparative measurement of priority for the impending official searches and post- the relative cost of the effort transactions. completion applications. It required to process any extends the time during the category of work handled by Organisational Blueprint working day available to Land Registry. A document setting out our practitioners to lodge these current view of the future of applications by giving them
104 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Unregistered land Land where the title is not yet registered at Land Registry. Interests in the unregistered land can be classified as legal interests, family interests, commercial interests and residual interests.
Vector index map Polygons have been created for every registration existing on the paper index map of England and Wales (more than 17 million). The polygons are linked to the Computerised Property Description Database and Land Registry Property Gazetteer, thus creating a vector index map that can be accessed by all users of Land Registry’s mapping system and external customers via Land Registry Direct and the National Land Information Service. The project to convert the index map was completed in February 2004.
105 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 9 Land Registry corporate governance structure 2006/7
Pay Committees 1 Audit Committee and 2 Land Registry Chaired by a non- Chaired by a non- Board executive director executive director Includes two non-executive directors
Business Risk Board
Programme Business Change Management Board Executive Board Programme Board Same membership as Land Registry Board but excludes non-executive directors
Business Development Board
E-conveyancing Programme Board
Budget & Planning Board
Technical Issues Board
Indemnity Board
Registration Change Board
Property Asset Management Board
106 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future
Overall purpose of each main e-conveyancing within Land Property Asset Management board Registry to be managed outside Board provides assurance that Land Registry Board assists the the programme. property acquisition, disposal, Chief Land Registrar and Chief investment and utilisation Executive in his ultimate Business Development Board decisions are aligned to Land responsibility and accountability develops non-statutory services Registry’s business strategy and for the good governance and (excluding e-business and the objectives. performance of Land Registry. International Unit), overseeing the development of these new Executive Board delivers the services and, once up and annual business plan and is running, transferring the responsible for day-to-day responsibility to operational management of Land Registry. management.
Overall purpose of each sub- Registration Change Board board manages the programme of Pay committees administer projects and reviews aimed at Senior Civil Service annual pay improving the delivery of reviews. statutory and non-statutory services handed over to Audit Committee provides operational management. assurance to the Board that Land Provides continuous Registry’s activities are being improvement. undertaken in accordance with proper standards of public Budget & Planning Board sets accountability. the annual budget, agrees the process for mid-year variations in Business Risk Board ensures budget and ensures that the that key business risks are budgeting and planning identified and managed. processes work well together.
Business Change Programme Technical Issues Board Board develops the Blueprint for considers detailed/complex Land Registry’s future and keeps issues that require clarification of this under review. Ensures that existing practice guidance. activities are being undertaken that are required in order for the Programme Management Blueprint to be achieved. Board sets project and programme methodology and E-conveyancing Programme monitors to ensure that Land Board develops the information Registry is operating within those systems and other systems to guidelines. Obtains information deliver e-conveyancing, ensuring on timescales to ensure the that it meets the needs of resource is planned to meet the external customers. Provides project/programme needs. clear description of outputs from the system that will enable the Indemnity Board reviews trends implementation of in errors and indemnity claims.
107 Land Registry Annual Report and Accounts 2006/7 Our organisation Our services Our customers Our people Our technology Our future Appendix 10 Land Registry’s risk management policy
Purposes appropriate to the size of the To practise effective and risk transparent risk management — register all risks, showing by developing sound practice ownership and the actions and procedures enabling that are in place to manage informed choices and world- the risks class risk management, thus — have a defined process for protecting stakeholders’ interest setting tolerance and for the in the business. escalation reporting of risks — provide training on risk Scope management to members of This policy applies to all Land staff supported by guidance Registry personnel in all material locations since the management — encourage a blame-free of risk is the responsibility of culture that promotes the everyone. Individuals must look spread of best practice and at not only the risk of things lessons learned going wrong but also the impact — provide information on the of missing opportunities. reliability of Land Registry’s systems of internal control, Policy which will be crucial in Land Registry will: providing the necessary — follow Office of Government assurance of Land Registry’s Commerce best practice professional experience and — align risk management competence activity to corporate — enable independent functional strategies assessment of the above — encourage fully evaluated — deliver this policy through risk taking, the grasping of the process and procedures new opportunities and the published on the intranet. use of innovative approaches to improve Enforcement processes and achieve The Business Risk Board has corporate objectives direct responsibility for — identify, consider and maintaining the policy and manage risks associated providing assurance that it is with proposed actions and being adhered to. Any decisions to ensure exposure deviations from the policy must remains within acceptable be reported by the Business parameters Risk Board. — use risk analysis as part of strategic, business and Review investment planning, The Business Risk Board will considering risks in isolation review the policy annually. and in clusters — cost-effectively treat, tolerate, transfer, terminate or take advantage of risk, as Printed in the UK by The Stationery Office Limited 108 on behalf of the Controller of Her Majesty’s Stationery Office ID5616386 07/07
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