Conveyancing Chaos: Buyers Point to Lack of Communication as a Source of Homebuying Anxiety – TNT

Nearly half of recent homebuyers (49%) say that dealing with conveyancers was the most stressful part of their property transaction, according to new research from Smoove, a software provider in the conveyancing comparison space.

The research, based on buyers who completed a purchase in the past 12 months, found this sentiment was equally shared among both first-time buyers and second-steppers, indicating that the issue isn’t linked to experience but to broader frustrations with the process.

A significant factor behind the stress appears to be a lack of transparency and understanding. Fewer than one in three buyers felt fully informed throughout their transaction, while nearly a quarter admitted they struggled to understand how the conveyancing process worked at all.

At the same time, conveyancers themselves are facing mounting pressures. In 2024, the number of instructions rose by 32% compared to the previous year, leaving professionals stretched for time. The complexity and fragmented nature of the conveyancing journey has also led to a surge in case-related queries, reducing the time conveyancers can spend communicating with clients.

Despite the communication gaps, homebuyers are open to innovation. The study found:

69% would be more likely to choose a conveyancer offering a fully digital and paperless service

45% want AI to assist with identity verification and fraud checks

43% would welcome automated case updates

Yet, while digital tools are in demand, they are not a substitute for human interaction. 89% of respondents said they still value direct communication by phone or email with their solicitor during the process—highlighting the need for a balanced approach that combines technology with personal service.

Matt Joy, chief growth officer at Smoove, commented: “Conveyancers are experiencing significant pressure due to increased demands on their time, which reduces their availability for client communication. Additionally, the process’s complexity and fragmentation can be challenging for consumers to grasp, creating a perceived communication gap.

“A combination of human intervention, industry expertise and digital tools can help in addressing the communication pain points for all stakeholders, providing clarity without requiring disproportionate time from conveyancers. Getting this right will address both the cost and time concerns simultaneously, while freeing up conveyancers to dedicate their time to the parts of cases that require their expertise.

“Not only is this vital in helping them manage capacity, but it will also enable them to focus on complicated transactions where they can really make a difference, bringing back some essential job satisfaction to the profession.”