"This transformation will play a key role in supporting government ambitions – from building new homes and regenerating places, to unlocking clean energy infrastructure and transforming planning"
- Iain Banfield - HM Land Registry
HM Land Registry has published its Strategy 2025+, detailing how it plans to work with government, customers, and stakeholders to deliver more efficient digital services, expertise, and accessible property information. The aim is to create a faster, less stressful property market while building on recent progress in putting customers at the centre of its work.
“HM Land Registry is undergoing its most significant transformation in over 20 years to serve our customers better," said Iain Banfield, interim chief executive and chief land registrar.
"Strategy 2025+ represents our commitment to unlock a better, faster and less stressful property market for everyone through improved digital services, enhanced expertise, and customer-centric approaches. This transformation will play a key role in supporting government ambitions – from building new homes and regenerating places, to unlocking clean energy infrastructure and transforming planning.”
Responding to customer needs
HM Land Registry has engaged with customers to understand their priorities and develop simpler, faster ways of working together. By listening to customer experiences and acting on feedback, the organisation has reduced common application errors, shaped new services, and made property data more accessible. The strategy sets out long-term priorities to modernise property transactions and improve the customer experience. These include easy-to-use services accessible on mobile devices and real-time information that allows customers to track progress efficiently.
In recent years, HM Land Registry has recruited over 2,000 new caseworkers and launched its Land Registration Academy to train and upskill staff directly serving customers. These efforts have helped applications to be processed more quickly, meeting market demand. HM Land Registry plans to continue investing in its people and equipping them to succeed in a changing environment.
Investing in digital transformation
Strategy 2025+ also focuses on digital transformation. HM Land Registry is investing in new technology and collaborating with government and the property sector to establish consistent data standards, giving users confidence in the information they access and share. The strategy highlights investments in automation, artificial intelligence, and secure digital services to unlock data and accelerate the digitisation of local land charges.
“These investments directly support innovation, helping to drive economic growth and making it easier for people to make better decisions about land and property,” said Banfield.
