One in four homeowners unsatisfied with the conveyancing process

19% of homeowners would choose a different conveyancing firm if they were to move home again, with a quarter of respondents (26%) reporting that they felt unsatisfied with the experience, according to new research from Smoove.

These figures likely derive from frustrations with conveyancing firms’ cost, quality of service, and efficiency, with these factors reportedly being the main priorities for most homeowners. According to report, the cost of service (42%), quality (38%), and length of time to complete (36%) are the top three considerations during the legal process.

Client queries are commonplace, with conveyancers receiving four queries per instruction on average, and nine in ten homeowners (90%) reported that they found the home moving experience stressful.

Nevertheless, just over a fifth (22%) of homeowners cited technology as a useful tool to ease and streamline the process when selecting their conveyancing firm. This shows there is a greater need for businesses to build awareness around digital innovation in the moving process.

Overall, most homeowners said they were satisfied with their conveyancing firm, with 61% reporting that they would recommend the firm to friends and family. Most homeowners relied on a friend or family recommendation for finding their chosen conveyancing firm (33%), followed by estate agent referral (31%) and a mortgage broker recommendation (23%).

Tony Leonard, chief customer officer at Smoove, commented: “Conveyancing is often regarded as one of the most complex and stressful aspects of moving home. Digitising aspects of the conveyancing process, such as allowing checks and documents to be reviewed and signed digitally is already serving to increase the efficiency and reduce the expense of current systems of conveyancing. Increased digitalisation and integration (or communication) between all parties involved will improve the experience for home movers and allow conveyancers to dedicate more of their energy to offering valuable legal insight and client support.”