Communication methods in conveyancing are shifting away from telephone calls towards email and digital platforms, a change that may be introducing delays into property transactions, according to discussions at a recent industry roundtable.
The ASAP Conveyancing Network round table highlighted concerns that whilst email, portals and messaging platforms offer efficiency and trackability, they may be extending transaction timelines in certain circumstances. For estate agents managing property chains, communication delays can prove costly.
Email efficiency versus effectiveness
Email has become the dominant communication method in conveyancing, providing audit trails and integration with case management systems. However, conveyancers at the session noted limitations. One participant stated: “Email has become the most prevalent method, but that doesn’t mean it’s the most effective.”
Simple queries that could be resolved in minutes via telephone can extend into multi-day email exchanges. This can create particular friction when dealing with complex or time-sensitive matters, potentially affecting transaction progress at critical stages. Such delays can compound existing challenges in the market, where affordability pressures are already impacting buyers.
Generational communication preferences
The roundtable discussion referenced research indicating that approximately 23% of 18-34-year-olds are hesitant to answer telephone calls. Conveyancing firms are adapting to these preferences by offering digital-first communication options, creating tension between client preferences and transaction efficiency.
Written communication in conveyancing presents challenges due to legal terminology, multiple parties and emotional pressure on buyers and sellers. Emails can lack tone and context, leading to misinterpretation and slower progress.
Telephone advantages remain
Despite the digital shift, conveyancers at the roundtable maintained that telephone communication offers distinct advantages including immediate issue clarification, real-time problem solving, early detection of misunderstandings and relationship building through human interaction.
High caseloads and time pressure mean conveyancers often struggle to answer or return calls, making email the default option as it can be prioritised, tracked and processed in batches. The roundtable suggested more strategic communication approaches, including switching to telephone calls when email chains become lengthy, making proactive calls at key transaction stages and setting clearer client expectations about when calls are necessary.
Technology developments
Advances in AI technology now enable call recording and transcription, combining the clarity of conversation with documented records. This addresses previous concerns about accountability in telephone communication.
For estate agents and property professionals, communication efficiency directly impacts transaction speed and completion rates. In a market where regulatory changes are creating additional pressures, the balance between digital efficiency and direct communication may influence transaction outcomes.
Julie Williams, head of service delivery at ASAP, suggested that firms balancing digital efficiency with human interaction would be better positioned to progress transactions and improve client experience.
