Supporting our customers

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

Key messages:

  • Corporate Plan and KPI update
  • Sending non digital documents
  • Awards shortlisting
  • Unlocking Sasines Records
  • Engaging with lenders
  • Fee Review Consultation
  • Regional webinars
  • Registers of Title Conference
  • August board papers

Corporate plan and revised KPIs

Following a six month review we have revised some of our KPIs.

Due, in part, to the impact of the public health emergency we have not achieved the targets we set out in relation to tackling the arrear and will be tracking some new indicators over the remainder of this financial year 2020/21.

Find out more on our website.

Awards shortlist

I am delighted to announce that RoS has been shortlisted for two Scottish Public Sector Awards covering our communications and digital development during the Covid pandemic. Our Customer Service team has also been nominated for a Civil Service award.

Results will be announced in the coming weeks.

Unlocking Sasine Records

Keep up to date on the latest thinking around the new approach to unlocking our Sasine records in our Chief Data Officer’s November blog.

Non-digital documents

We have launched a new non-digital document function. This means you can now tell us about a deed or document that you need to send by post.

More details on the new system and what you need to do are available online.

You can also watch a video walk through guide to take you through the new process.

Engaging with lenders

Members of the senior team and I recently participated in a stakeholder webinar on the services and support RoS offers to lenders.

It’s available on YouTube for you to view and share.

Fee Review 2020

Our fee review consultation is now open and will run until 24 December. Looking at the results so far, the question about the rejection fee is proving of interest to many.

Don’t miss out on your chance to share your views.

Regional webinars

We are hosting a series of free regional workshops for legal professionals. Each workshop will provide a unique opportunity to hear from our land and property experts

Visit our website to book your place and join me at our next event.

Registers of Title Conference

I recently attended 47th Registers of Title Virtual Conference. This was a fantastic opportunity to come together with Registrars from all around the world to learn from our peers and share good practice internationally.

I have been encouraged to see that RoS is not alone in the challenges it has faced in 2020 and that we are well placed to move forward into 2021.

Board papers – August 2020

The papers for our August board meeting are now available online.

Contact us

A bespoke email address covid19enquiries@ros.gov.uk is available for general questions about RoS processes and procedures during the Covid-19 outbreak.

Please direct enquiries about specific property transactions and cases to:

Email: customerservices@ros.gov.uk  Phone: 0800 169 9391

If there are is anything else you would like to bring to my attention during this period, please email FAO Jennifer Henderson: rossecretariat@ros.gov.uk

Jennifer Henderson, Keeper of the Registers of Scotland

4 thoughts on “Supporting our customers

  1. Dear Jennifer,

    I very much appreciate your Blogs and enjoy reading them.

    I would also say that I do get the impression that, since you took over your position, there has been an improvement in communication with the legal profession and you do seem to be using your best efforts to improve turnaround times.

    However, one thing which causes me great concern, and I do not think that I am alone in this, as the length of time it is still taking to complete first registrations. I have quite a few which have been outstanding for 18 months, or even two years. As you can imagine, this is quite concerning on all sorts of levels. On a very minor level, it means that we have to keep files open for an unnecessary length of time and, of course, when there are mortgages and Standard Securities involved, we require to spend an awful lot of unnecessary time replying to and updating lenders with regard to the process of registration of their Securities.

    Another way of looking at it is that, considering clients, (customers), are required to pay hundreds of pounds in registration fees upfront, it would not normally be acceptable for any business to take so long to process their applications and produce a registered title to complete the job.

    I do not wish to minimise the amount of work involved in a first registration, but, purchasing solicitors are often required to examine the whole title and of course obtain a Plans Report to ascertain the position in respect of the Cadastral Map, in a matter of only a few weeks, between submission of an offer and completion of the transaction.

    In conclusion, whilst many of the other objectives, such as KIP are laudable, I do feel that much more of your resources should be focused on reducing the application times for first registrations.

    I would be grateful for any comments which you may have and any definitive signs that things are improving in that respect.

    Please note that these are my personal comments, and not of my firm.

    Yours sincerely,

    James P Maguire, Solicitor.

    1. We have written directly to Mr Maguire and plan to publish a blog providing more information on the points raised.

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