Homebuyers increasingly expect same-day communication from their conveyancer throughout the transaction with little tolerance for long periods of silence once a purchase is underway.
Research from Lyons Bowe Solicitors found buyers now expect regular updates at every stage of the home-buying process, reflecting rising expectations around customer service and communication.
The findings come as the government continues work on reforms designed to improve the speed and transparency of home buying and reduce transaction delays.
The survey found 68% of buyers expect an initial response from a conveyancer within 24 hours, while 63% expect confirmation that their file has been opened within the same timeframe.
24 HOUR UPDATES
Communication expectations continue throughout the transaction. Three quarters (75%) of buyers expect responses to enquiries within one working day, while more than half (52%) want weekly progress updates even when there has been little movement on their purchase.
When significant progress is made, buyers expect to know quickly. Some 86% said they expect to be updated within 24 hours when important information is received from the seller’s solicitor, while 81% expect to be informed immediately, or on the same working day, if an issue arises that could delay completion.
As exchange approaches, communication expectations increase further, with more than two-thirds (68%) wanting updates every two or three days or more frequently.
Completion day remains the most critical point. More than half (56%) of buyers expect to be notified immediately once funds have been transferred and completion has taken place, with a further 22% expecting confirmation within an hour.
TRUST BUILDING
Paul Lyons (main picture, inset), Managing Director of Lyons Bowe Solicitors, says: “One of the clearest messages from the research is that buyers want to feel informed.
“They understand that conveyancing is a detailed legal process involving multiple parties, but they don’t want long periods of silence while that process takes place.
“Buying a home is often one of the most significant financial commitments a person will ever make.
“When people don’t know what’s happening, uncertainty can quickly become frustration, even when a transaction is progressing as expected.”
He adds that regular communication and transparency help reduce stress and build trust throughout the transaction.
