Home Moving Chaos - Is It the system that’s broken or the people within It?

For most people, buying or selling a home is the biggest financial commitment of their lives. It is also, for many, the only time they will ever deal with the legal profession. You would expect that such an important milestone would be managed by a smooth, modern and reliable process. Yet the reality often feels very different. Property chains collapse, transactions stall, and miscommunication leaves buyers and sellers anxious and frustrated.

Recent research has highlighted the scale of the problem. According to Santander, failed property transactions cost UK consumers an estimated £560 million every year, and around 23% of buyers and sellers have experienced a chain collapsing. On top of this, one in three conveyancers has said they are planning to leave the profession altogether. Against this backdrop, it is natural to ask,  is the home moving system itself broken, or is it the people working within it who are sufficiently trained and or unable to cope?

The conveyancing profession is under immense strain. Data from the Law Society shows that the number of conveyancers has fallen by 15% since 2021, at a time when the housing market remains as demanding as ever. An analysis of Land Registry data also revealed a four percent drop in the number of active property law firms in just one year.

For those who remain, the workload is heavy and the pressures are relentless. Residential conveyancing continues to attract the highest number of negligence claims across all legal practice areas. Practitioners face thousands of pages of compliance rules, such as the 1,500-page anti-money laundering guidance, while being expected to deliver fast, low-cost services to clients who often underestimate the complexity of the work involved.

It is little wonder that some describe the work as a “thankless task”. One solicitor recently announced his departure from the profession, citing a lack of respect and appreciation for the role conveyancers play. At the same time, attracting new lawyers into the field is difficult. Law students see more glamorous or lucrative areas of practice, and succession planning in conveyancing firms is becoming a serious issue.

Even the most skilled and committed conveyancer is operating within a system that has not kept pace with modern life. The conveyancing process still relies heavily on paper records, scanned PDFs, and outdated communication methods, which slow transactions down and increase the risk of error.

Efforts to modernise are underway. The government’s Plan for Change promises to streamline the process to make it fit for the 21st century, with proposals including:

• Upfront information being made available before a property is listed.
• Digital property logbooks that would hold all relevant data about a home.
• Secure identity verification through GOV.UK’s “One Login”.

The Digital Property Market Steering Group, set up by HM Land Registry, has also stressed the need for digitisation as a prerequisite for improvement. Yet the legal community is divided. While some embrace technology, others express concern about the risks, the cost of implementation, and the lack of consultation with experienced practitioners. As one solicitor put it, being told how to do their job by technologists is like “a consultant surgeon being told by a photocopy salesman how to operate on patients”.

There are also serious questions about liability. If a property logbook contains inaccurate information, who is responsible? The lawyer, the software provider, or the government? Until this is resolved, many firms remain cautious.

For home movers, one of the most visible problems is inconsistency. Some conveyancers, like  ourselves,  operate with modern portals, biometric ID verification, allowing clients to share documents securely and quickly. Others rely on email chains and scanned documents.

Volume conveyancing firms, often instructed through estate agent referral deals, are a particular source of concern. Critics argue that these firms are often staffed by inexperienced case handlers working with minimal supervision, who may not spot complex legal issues until it is too late. This leaves buyers and sellers vulnerable to mistakes and delays, reinforcing the perception that the system is broken.  It also has a negative impact on transaction times when these firms feature within transaction chains. 

Technology undoubtedly has a role to play in improving the process. Digital ID checks, e-signatures, and online portals can speed up onboarding and reduce friction. Clients increasingly expect this, given how digital their lives are in other areas. As one practitioner noted, 70% of clients are now happy to be onboarded electronically, accessing quotes and engagement forms online.

Technology alone is not a silver bullet. Some clients struggle with digital tools. Mortgage lenders still do not universally accept digital signatures, and in sensitive cases, such as coercive relationships, an electronic-only system could actually expose vulnerable people to new risks.

The real challenge is not the technology itself, but its uneven adoption across the industry. Large firms may have transformation teams and data specialists to manage the change, while sole practitioners are left to find their own providers, juggle regulatory requirements, and cover the cost themselves. Without consistent and mandated reform, progress will remain piecemeal.

If you are preparing to buy or sell a property, you should be aware of the pressures facing the system:

• Transactions can and do fail – sometimes for reasons entirely outside your conveyancer’s control.

• The quality of service varies significantly depending on the firm you instruct. Cheapest is rarely best.

• Communication gaps between estate agents, lenders, surveyors and lawyers remain one of the biggest causes of frustration.

• Digital tools are making things faster and more secure, but not all firms make use of them.

Most importantly, remember that conveyancers are often working under enormous pressure. A good, experienced practitioner is worth their weight in gold. They will not only handle the paperwork but also protect you from risks you might never have known existed.

So, is the system broken, or is it the people? The truth lies somewhere in between.

The system is outdated, fragmented, and inconsistent, in urgent need of reform and digitisation. The people within it are also stretched thin, with too few experienced practitioners to meet demand, and too little incentive for new lawyers to enter the field.

Real change will require both:

• Investment in technology to eliminate administrative burden and speed up transactions.

• Support for practitioners through training, clearer guidance, and respect for their professional role.

• Mandatory adoption of reforms so that all parties – estate agents, lenders, lawyers and surveyors – are working to the same standard.

At the heart of all this are not just statistics or processes, but people, families, couples, and individuals trying to move into their new homes. They deserve a system that works.