HM Land Registry and SCC

The situation

HM Land Registry operates one of the UK’s critical government services, managing the registration of land and property ownership across England and Wales. The organisation operates at significant scale, supporting 700 internal IT users alongside 7,500 caseworkers whose systems directly enable property transactions.

The institution has a mature IT service management culture, but the service management toolset implemented fifteen years earlier had become outdated. Modern products now offered superior usability, more sophisticated service level agreement management and more efficient operational workflows. The existing system, while functional, was constraining rather than enabling the organisation’s service delivery.

What SCC did

SCC managed a migration from the legacy ITSM platform to a modern replacement. This was not a straightforward upgrade. The scale of data involved, fifteen years of accumulated configuration management data, incident records, change history and service level metrics, required careful planning and validation.

SCC designed a phased migration approach that maintained business continuity. Caseworkers needed continuous access to their systems because property registrations cannot be halted. The team validated data integrity at each stage and ensured that service level reporting remained accurate throughout the transition.

What changed

The new platform reduced overhead for IT operations staff. Service level management became more granular and responsive. Reporting and analytics capabilities meant that operational decisions could be based on clearer visibility of where issues were occurring and how they impacted caseworkers.

What the client learned

HM Land Registry recognised that modernising infrastructure goes beyond acquiring newer technology. The success of the transition depended on meticulous planning and SCC’s understanding of how to manage change at scale whilst maintaining the reliability that property registrations demand.