The missing piece in conveyancing
With no shortage of technology available in the conveyancing sector today, it would be easy to assume its provision and delivery has become largely a technology challenge and the right system can therefore solve most of the problems that brokers and their clients encounter. The reality is rather different.
While technology has undoubtedly improved many aspects of the process, particularly around onboarding, communication and case tracking, the factor that often determines whether a transaction progresses smoothly or encounters difficulties is still something much more straightforward. It is making sure the right case is placed with the right conveyancer from the outset.
That might sound obvious, but it is surprising how often this aspect of the process is overlooked. There may still be a tendency to think of conveyancing in terms of price comparisons, ratings systems or simple panel selection tools. Those things all have their place, but they rarely tell the full story, and they certainly do not account for the unique circumstances of individual clients.
Every transaction is different
One of the challenges with conveyancing is that no two cases are ever quite the same. A first-time buyer purchasing a modern flat has very different needs from a landlord buying through a limited company, while an older borrower downsizing after several decades in the same property presents an entirely different set of considerations again.
The same principle applies to clients themselves. Some clients are highly comfortable with digital processes and online onboarding. Others prefer more traditional communication and may require additional support throughout the transaction. Some cases involve complex lender requirements, while others involve unusual property characteristics or legal structures that make specialist experience particularly valuable.
A conveyancing panel may contain excellent firms across the board, but that does not mean every firm is equally suited to every case. This is where proper panel management comes into its own because the objective should never simply be to find a conveyancer. The objective should be to find the most suitable conveyancer for that particular client and transaction.
The whole story
There has been a growing trend towards ratings-based approaches to conveyancing panel management and selection, with some managers scoring and ranking firms in ways that appear simple and objective. However, as mentioned, conveyancing is rarely that straightforward.
Ratings often reflect what happened several months earlier because of the length of the transaction process itself. By the time a broker reviews a score, the circumstances that influenced it may have changed completely. A temporary spike in workload may have been resolved, staffing levels may have changed, or processes may have been improved.
Equally, one difficult transaction can influence perceptions in a way that is not always proportionate to the actual service delivered. This creates a risk that brokers are making decisions based on historic information rather than current conditions.
Good panel management relies on something much more immediate. It requires ongoing dialogue with law firms, an understanding of capacity levels, awareness of specialisms and a clear picture of which firms are currently best placed to deal with particular types of work. That level of knowledge cannot be generated by an algorithm alone.
Prevention over intervention
One of the most common frustrations brokers experience during a transaction is the feeling that nobody is taking ownership when problems arise. A case stalls, communication slows down or a client becomes concerned about progress, and suddenly everyone is looking for somebody else to provide the answer.
In many cases, the real issue is not what happened during the transaction. The issue is that the case should never have been placed there in the first place.
Effective panel management is therefore not simply about solving problems when they emerge. It is about reducing the likelihood of those problems occurring at all.
Matching clients to the right firm, understanding individual strengths and identifying potential risks before instruction can prevent many of the delays and frustrations that create difficulties later in the process.
For advisers, that should be particularly important because every conveyancing experience reflects back on the wider client relationship. As we continue to repeat, clients do not separate the mortgage advice journey from the legal process. They view it as one transaction and they expect support throughout.
The human element
There is often a tendency to frame technology and personal service as competing concepts, but the most effective conveyancing solutions combine both. Technology should make the process more efficient and transparent.
It should remove unnecessary administration and provide better visibility for advisers and clients alike. What it cannot do is replace experience, judgement and relationships.
That’s why we have a team of account managers and staff who don’t just help with cases already instructed, but support those looking for help with who to instruct with.
Knowing which firm is best suited to a particular transaction, understanding where capacity pressures may exist and helping brokers make informed decisions before a case is submitted, for us, remains an important part of delivering positive outcomes.
As advisers increasingly look to strengthen their role within the wider homebuying process, that support becomes even more valuable.
Conveyancing will continue to evolve, and technology will continue to improve, but successful outcomes will still depend on making the right decisions at the beginning of the process.
In many cases, that starts with effective panel management and advice to the adviser, which remains one of the most important and often overlooked parts of the entire conveyancing journey.
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