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Blueprint 2007 Section 6 Contents Previous Next

    Agreed design principles

    The design principles for business and organisational structures, as agreed by the Land Registry Board, are as follows.

    • The new business structure will be designed around Land Registry’s customers and services. The staffing and organisational model will reflect this.
    • Land Registry will need to restructure its organisation to meet the requirements of the future. It will retain:
      • the local office structure
      • replicated functions across the local office structure to support business resilience
      • multi-skilled teams and staff to maximise flexibility and throughput.
    • The organisation structure should enable us to:
      • continue to control cost and efficiency consistently and effectively
      • empower people to make decisions and be flexible
      • stimulate creativity and agility in responding to market change
      • communicate and work more effectively between functions and locations
      • build and maintain productive relationships with stakeholders
      • manage performance effectively by clarifying roles and authority levels
      • capture and transfer know how and best practice
      • manage business risk through effective planning and control
      • focus support functions on value added analysis and less on transactional work
      • deliver excellent customer service.
    • Land Registry will support the new services by introducing:
      • service delivery aligned around customer segments, channels and services
      • structures created specifically to manage customer relationships, utilising the customer segmentation agreed by marketing, sales and business development
      • customer-focused services with a national remit to ensure efficiency and common standards
      • new channels and services that are independent of geography and recognising that they require greater management focus and drive cutting across local offices
      • more support services (such as HR and Facilities) on a multi-office basis.
    • The following key themes were also agreed for the future organisation structure.
      • Local offices will continue to provide traditional registration services alongside marketing and managing accounts in the local area.
      • Customer support services and sales expertise will be provided on a multi-office basis.
      • The working focus needs to change from speed of delivery and functional excellence to providing a range of differentiated customer services to different customer segments.