Nearly half of UK homebuyers say dealing with conveyancers is the most stressful part of the transaction process, according to new research from conveyancing software provider Smoove.
The survey, which covered buyers over the past 12 months, found that 49% of both first-time buyers and second steppers shared this view.
The stress is largely attributed to a perceived lack of transparency, with just 30% of respondents saying they felt fully informed throughout the process.
Nearly a quarter admitted they struggled to understand the process at all.
The report highlights that this perception is not just about buyer inexperience but reflects broader communication challenges caused by rising workloads and increasing case complexity.
The volume of instructions handled by conveyancers rose by 32% in 2024, limiting the time professionals can dedicate to client updates.
This, combined with a fragmented and opaque process, has led to more queries and growing frustration among buyers.
Matt Joy, chief growth officer at Smoove, said: “Conveyancers are experiencing significant pressure due to increased demands on their time, which reduces their availability for client communication.
“Additionally, the process’s complexity and fragmentation can be challenging for consumers to grasp, creating a perceived communication gap.”
He added: “A combination of human intervention, industry expertise and digital tools can help in addressing the communication pain points for all stakeholders, providing clarity without requiring disproportionate time from conveyancers.”
The research also indicates that homebuyers are open to technology solutions. Sixty-nine percent said they would be more likely to choose a conveyancer offering a fully digital, paperless service, while 45% would like AI to support ID and fraud checks and 43% want automated case updates.
“However, the need for direct contact remains strong, with 89% saying they still expect phone or email communication from their solicitor.
