The UK’s property transaction process is no longer fit for purpose – that’s the stark message from a comprehensive new report published today by the Open Property Data Association (OPDA), which reveals that consumer frustration with delays, poor communication and repeated administration has reached critical levels.
The Future of Homebuying: Consumer Expectations and the Path to Digital Transformation draws on insights from more than 5,300 recent buyers and sellers.
It provides one of the clearest signals yet that the traditional homebuying journey is not keeping pace with client expectations – particularly in the prime and upper markets, where service standards and time efficiency are paramount.
Top-line findings highlight a system mired in inefficiency. More than 40% of respondents cited poor communication between professionals as their chief concern.
DISJOINTED EXPERIENCE
Nearly as many reported having to chase for updates – a disjointed experience at odds with today’s digitally connected service environments. Over 60% were asked to provide the same documents multiple times, with the resulting duplication causing unnecessary delays and erosion of trust.
The gap between expectation and reality was particularly marked when it came to timelines: while most participants anticipated a one to twomonth journey to exchange, nearly half endured a three to six month process.
DIGITAL PROPERTY PACK
Despite these issues, the report surfaces optimism – and a clear direction of travel. A full 82.2% of respondents welcomed the idea of a digital property pack, which could consolidate key information at the outset and improve transparency throughout the chain. More than three-quarters (76.7%) said they would actively use technology to securely share data and documentation with stakeholders.
Consumers also identified key design principles for digital reform: data security (33.1%) and ease of use (12.4%) ranked highest. Meanwhile, 25.5% called for direct government involvement to drive digital standards and modernisation.
THREE-PRONGED APPROACH
OPDA is advocating a three-pronged approach: the implementation of mandatory digital standards; the creation of a government-backed trust framework to govern data sharing; and closer collaboration between industry professionals and technology providers to modernise the homebuying experience.
The findings add weight to growing calls for systemic reform – particularly in a sector where client experience, certainty and speed are critical.
As digital innovation accelerates across financial services and property management, homebuying looks increasingly out of step. For professionals operating in the upper tiers of the market, where expectations are highest, the message is clear: reform is not just overdue – it’s now essential.
DIGITAL REFORM
Maria Harris (main picture), Chair of OPDA, says: “Consumers are telling us loud and clear: the current homebuying process doesn’t work for them.
“It’s fragmented, inefficient and opaque. This research makes an undeniable case for digital reform and shows that the public is more than ready for it. With the right frameworks in place, we can finally deliver a homebuying process that is secure, streamlined and fit for the 21st century.”
The report sets out detailed recommendations for policymakers, estate agents, conveyancers, mortgage lenders, technology providers, and consumers – including the adoption of interoperable digital platforms, secure data-sharing protocols and public education campaigns to build trust in digital solutions.
