Majority of home-movers say they feel excluded from the home moving process

Majority of home-movers say they feel excluded from the home moving process

New research from conveyancing software company, InfoTrack, has found that 55% of UK home-movers are frustrated by a lack of control during the house-buying process.

The study compares the attitudes, perceptions, and expectations UK home-movers and conveyancers have towards the conveyancing process.

Adding to home-movers’ perceived lack of control, over two fifths (44%) feel that they don’t currently receive enough communication during the process. In spite of this, two thirds (67%) of conveyancers say they keep consumers fully informed throughout the home moving process.

The research shows that home-movers are happy with the core conveyancing service, with the vast majority (86%) agreeing that their conveyancer did at least what they expected them to do. However, according to the data, there is a significant opportunity to invest in digital communication options to close this perception gap.

Nearly half of home-movers (47%), for example, say they would love regular digital communications from their conveyancers, with online portals, IM and text increasing in popularity amongst the group. More than a third (36%) also stated they would like the ability to track progress of searches and their property purchases.


Scott Bozinis, CEO of InfoTrack, had this to say: “While home-movers are broadly happy with the core conveyancing service, our research points to increasing expectations around customer experience. In a world where you can control your entire home from a smartphone, there is a need for conveyancers to use digital technologies to reshape how they work and how they engage with clients. This isn’t about changing the process, but about meeting the expectations of today’s mover and reaping the rewards of increased satisfaction.”

In a sign that the industry is starting to react to mover demand, the use of digital communication methods in the conveyancing market has jumped significantly. Home-movers that have experienced IM and text use from their conveyancers has risen from 6% to 11%, while online portal use has climbed from 4% to 15% over the last three years.

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Tony Gimple 09 Dec 2017

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Evelyn Attwood
Evelyn Attwood 01 Dec 2017

It's normal. If you plan to buy a house in one of the most beautiful spots in the country you should pay a high price.

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Evelyn Attwood
Evelyn Attwood 01 Dec 2017

I think that the situation will be the same at December.

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richardrawlings 01 Nov 2017

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Kelvin Lloyd
Kelvin Lloyd 09 Oct 2017

IT is up, to the Planners. If they will only give permission for bungalows on certain (suitable) sites, they will be built.

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maggie swift
maggie swift 09 Oct 2017

It's just the beginning of the shocking rise.

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maggie swift
maggie swift 09 Oct 2017

I have recently read that the bungalows can provide social housing for elderly residents in London.

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zoe glover
zoe glover 05 Oct 2017

Update! Worst company I have ever dealt with. Undervalued a Cambridge property by over 100k, wont take on any evidence of valuation including a RICS valuation done 3 years ago for the very same value...

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Paul Edwards
Paul Edwards 27 Sep 2017

Its nonsense articles such as this that make it harder to get clients to realise just how difficult the market is out there. When you see Rightmove and there are more 'price reduced' then 'new' most days...

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Tom Allen
Tom Allen 20 Sep 2017

Absolutely agree with you!

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RyanGeo 18 Sep 2017

A sharp correction would be a less dramatic expression to use. That is already underway in certain sectors in Reading where I practice as Chartered Surveyor

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