Nearly half of UK homebuyers found communication with their conveyancer to be the most stressful part of the transaction process, according to new research from Smoove. The data highlights ongoing communication challenges in the sector, as legal professionals continue to face time and capacity pressures.
The research, based on responses from individuals who had purchased a property in the past 12 months, found that 49% viewed engaging with solicitors as the most difficult aspect of the mortgage journey. This figure was consistent across first-time buyers and second steppers, suggesting that experience level did not influence the response.
Instead, the findings point to a perceived lack of clarity. Less than one-third of respondents felt fully informed during the process, while nearly a quarter reported struggling to understand how the process worked at all.
At the same time, conveyancers are under increasing operational strain. In 2024, the number of instructions rose by 32% compared to the previous year, adding to the workload and reducing the time available for direct client engagement. The research notes that the fragmented nature of the process further complicates matters, creating confusion for buyers and a growing volume of case-related queries.
Despite these pressures, there is optimism around potential solutions. The survey found that 69% of participants said they would be more inclined to select a conveyancer offering a fully digital, paperless service. Meanwhile, 45% expressed interest in using AI to manage ID and fraud checks, and 43% supported the use of AI for providing automated case updates.
However, digital innovation alone is unlikely to meet all buyer expectations. While a streamlined digital approach was valued, 89% of respondents still wanted direct contact from their solicitor via phone or email throughout the homebuying process, underscoring the importance of personal communication.
“Conveyancers are experiencing significant pressure due to increased demands on their time, which reduces their availability for client communication,” said Matt Joy, chief growth officer at Smoove. “Additionally, the process’s complexity and fragmentation can be challenging for consumers to grasp, creating a perceived communication gap.”
Joy added, “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.”
He concluded, “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.”
