HM Land Registry picks Route 101 for cloud contact centre

HM Land Registry has selected Route 101 to deliver a new cloud-based contact centre platform for around 660 users across five sites.

The project will replace existing on-premises systems with a single platform for voice and digital channels, analytics, workforce management and AI-assisted support for advisers. The overhaul is part of HM Land Registry's wider work to improve how professional customers and members of the public access support services.

HM Land Registry maintains the register for more than 27 million land and property titles and covers more than 90% of the land area of England and Wales. That makes its contact operation a key part of how conveyancers, property professionals and the public engage with the organisation.

The platform will be built using technology from NICE, Amazon, Cognigy and Calabrio, with Route 101 responsible for design, integration, deployment and ongoing support.

Platform change

The new system is designed to support hybrid working and manage high call volumes. It will also include AI-driven automation across voice and digital channels, along with analytics and workforce optimisation tools.

For HM Land Registry, the shift brings together functions previously spread across disconnected environments. The aim is to give advisers a single system for customer interactions while allowing the organisation to integrate the contact centre with existing services.

The contract adds to Route 101's public sector work following recent agreements with the Department for Work and Pensions and HM Revenue and Customs. Route 101 said it secured the HM Land Registry award after a competitive procurement process in which it achieved the highest evaluation score.

Security and resilience were central to the system's design, according to details released alongside the award. The platform will be hosted in the UK and will include role-based access controls, continuous monitoring, encrypted data protection and cloud infrastructure intended to support critical public services.

Public service demand

Public bodies have been under pressure to update customer service operations as more users expect digital access alongside traditional phone support. Contact centre modernisation has become a recurring theme across government departments and agencies seeking to manage fluctuating demand, staff flexibility and service standards.

HM Land Registry's contact services support both specialist professional users and members of the public, creating a broad range of service needs. Property transactions often involve time-sensitive information, and delays in support can affect those navigating parts of the buying, selling or registration process.

Danielle Rodham outlined the purpose of the project in a statement on the award. "Modernising our contact centre operations is an important step in improving the services we provide to professional customers and members of the public across England and Wales. We're excited to partner with Route 101, whose in-depth knowledge of public services will help us deliver secure, responsive, efficient and digitally enabled services that meet the evolving needs of our customers, while giving our colleagues the tools they need to provide the highest levels of service," said Rodham.

Route 101 public sector lead Virtue said the contract reflects changing expectations among government service users. "HM Land Registry provides a critical public service that millions of people rely on throughout the property journey. Professional customers and members of the public increasingly expect public services to be as responsive, intuitive and accessible as the digital experiences they receive from organisations such as Amazon, Monzo and Netflix. We're proud to be partnering with HM Land Registry to modernise its contact centre, helping improve support for its customers while creating a platform that can continue to evolve with future needs," said Virtue.

HM Land Registry joins a growing number of UK public sector organisations replacing legacy contact centre technology with cloud systems that combine telephony, digital messaging, automation and staff management in one environment. For suppliers such as Route 101, these projects have become an increasingly important part of the market for customer service technology in government.