Brokers reveal biggest frustrations with the conveyancing process

More than half of mortgage brokers identified chasing solicitors as their biggest frustration with the conveyancing process, a recent poll conducted during a webinar hosted by One Mortgage System (OMS) and Smoove reveals.

The poll, which explored how brokers engage with conveyancers and the challenges they face during mortgage transactions, found that 56% identified having to chase solicitors for progress as their biggest frustration.

A further 16% highlighted delays in receiving updates from solicitors, while 14% pointed to clients not understanding where they were in the process. Delays in obtaining documents or responding to enquiries were also cited by 14% of respondents.

The webinar also examined the role brokers play in recommending conveyancers to their clients, revealing a mixed approach. While a quarter (25%) said they made a recommendation on almost every mortgage transaction and a further 13% on more than half of cases, 38% rarely or never recommended a conveyancer. The remaining 24% only made recommendations when asked by a client.

When questioned about how they selected a conveyancer to recommend, 40% cited an existing relationship or panel as their primary consideration, while 24% pointed to the client's own choice. Recommendations from a professional network or lender, speed or price, and leaving the decision entirely to the client each accounted for 12%.

Jodie Andrews, head of marketing, sales and partnerships at OMS, commented: “The findings highlight the different approaches brokers take to recommending conveyancers, but also some of the common frustrations they face once a mortgage application progresses to the legal stage. Regardless of whether a broker has recommended a particular solicitor, they are often the first point of contact when clients want to know why their transaction isn't progressing, even when the cause of the delay sits outside their control.
 
"This can create considerable additional work for advisers, which is why integrating conveyancing solutions into existing CRM systems makes sense. Giving brokers the ability to manage referrals as part of their normal workflow can help reduce duplication, simplify administration and make the process more straightforward for clients. As expectations around the mortgage experience continue to rise, the ability to offer a more joined-up service is becoming increasingly important, both for maintaining strong client relationships and helping firms stand out in a competitive market."
 
David Burt, UK sales manager at Smoove, added: “The poll highlights how much time brokers can spend chasing updates as a property transaction progresses. Four of the seven respondents identified chasing solicitors for progress as their biggest frustration, underlining how important clear, timely communication is. 
 
“Brokers are often the link between their clients and the legal process, so regular updates can help them keep clients informed and reduce the uncertainty around what happens next. It was also found in this poll that one in four respondents said they recommended a conveyancer on almost every transaction, suggesting there is an opportunity to build brokers’ confidence in recommending conveyancing more consistently.
 
“When brokers feel confident that their clients will be kept informed and supported, they can make conveyancing a more natural and consistent part of their service, adding value for clients and strengthening the relationships that matter to their business.”