Flatter market conditions increasing adviser focus on client experience – conveybuddy
The conveyancing distributor said advisers are becoming less willing to accept unclear pricing structures, hidden fees and poor communication from conveyancing providers.
Advisers are becoming increasingly focused on the client experience across the property transaction process as housing market activity stabilises, according to conveybuddy.
The conveyancing distributor said advisers are becoming less willing to accept unclear pricing structures, hidden fees and poor communication from conveyancing providers as consumers increasingly view the mortgage and legal process as a single experience.
The comments follow the latest UK Residential Survey from the Royal Institution of Chartered Surveyors (RICS), which pointed to flatter housing market conditions during April as buyer demand, agreed sales and new instructions remained subdued amid affordability pressures and economic uncertainty.
conveybuddy said slower market conditions are placing greater emphasis on service quality and client retention as advisers look to protect the wider customer journey.
The firm added that advisers are becoming more selective about the conveyancing firms and platforms they choose to work with, particularly where poor communication or unexpected fees could undermine trust built during the mortgage advice process.
The platform also said advisers are increasingly recognising that different conveyancing routes can offer varying levels of transparency, oversight and responsiveness during transactions.
Harpal Singh, CEO at conveybuddy, said: “When markets become less frenetic and activity starts stabilising – or indeed dropping – advisers naturally become more focused on the overall client experience because trust, retention and referrals become even more important.
“Consumers do not separate the mortgage process from the legal process in the same way the industry often does. If communication breaks down, if costs suddenly increase or if delays are poorly handled during conveyancing, that frustration often reflects back on the adviser relationship itself.
“That is why transparency has become such a significant differentiator within conveyancing.
“Advisers are already expected to uphold extremely high standards around fairness and customer understanding across mortgages and protection, so it is entirely reasonable that they expect the same standards from the conveyancing firms and platforms they choose to work with.”
He added: “Advisers should absolutely be looking at providing conveyancing advice services alongside mortgages and protection, but they also need to think carefully about the platforms and partners they choose to work with because not every route into conveyancing delivers the same level of transparency, communication or client support.
“Any recommendation should come with confidence around pricing clarity, service standards and the ability to step in quickly when problems arise because consumers increasingly expect the same level of fairness and visibility across the entire transaction journey.”
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