Marc Cox, Director at Cox & Co Estate Agents, comments on new findings from Smoove:
“According to recent research by digital property platform Smoove, nearly half (49%) of homebuyers in the UK over the past year found dealing with conveyancers to be the most stressful part of their property transaction. This figure holds steady across both first-time buyers and second-steppers, suggesting the issue isn’t simply about buyer inexperience.
The root cause, according to the research, is a perceived lack of transparency in the conveyancing process. Less than a third of buyers felt fully informed throughout, while almost a quarter admitted they struggled to understand the process at all.
But it’s not just a communication problem. Conveyancers themselves are under growing pressure. The volume of instructions in 2024 has surged by 32% compared to the previous year. Add to that the increasing complexity of the homebuying process, and it’s clear why many legal teams are stretched for time. The result? Delayed updates, less direct contact, and understandably frustrated clients.
Interestingly, buyers aren’t just calling for more communication — they want better tools. Nearly 70% of respondents said they would prefer a conveyancer offering a 100% digital and paperless service. Meanwhile, 45% said they’d like to see AI used for ID and fraud checks, and 43% want automated case updates. However, digital convenience doesn’t eliminate the need for the human touch — a massive 89% still expect direct contact by phone or email throughout the process.
At Cox & Co, we understand how stressful the process of buying a home can be. That’s why we work closely with trusted conveyancers who combine efficient digital systems with clear, proactive communication. As this research makes clear, a balance of technology and personal service is the key to restoring confidence in the process and helping clients move with greater clarity and less stress.”
