A recent survey of mortgage applicants and home owners concluded that the major area of service dissatisfaction in the mortgage process was in the role played by conveyancers. The underlying message was that if the sector embraced technology then significant improvements could be made.
At SortRefer, we have championed the use of technology, creating an online portal with a 24/7 interface to enable access to a deliberately small but dedicated number of conveyancing firms, who subscribe to a set of service standards which ensure, as much as humanly possible, consistent communication both with client and intermediary with automatic updates and progress reports. Along with our app which enables brokers and their clients to have mobile access to case progress, we have continually pushed the boundaries to improve the process for everyone concerned.
However, there is still much to be done that is outside the direct control of conveyancing firms. The Land Registry, for example, still deals in paper documents and with the volume of work required to maintain and respond to requests for deeds etc, it is no wonder that some deals might be beyond individual firms to remedy.
It is fortunate that the Land Registry has opened a consultation on its rules with a set of proposed changes that include a wholesale shift to digital channels for conveyancing and registrations, and the use of the GOV.UK Verify service to authenticate identities.
The consultation includes items such as:-
- Allow for fully digital conveyancing documents with e-signatures
- Introduce new statutory services requested by our customers
- Allow for more flexibility as to when the Land Registry (LR) is open for business and open to the public
- Bring the Rules up to date to reflect the modernisation and simplification of LR services
Also with the rise in identity fraud, the use of proper scanning equipment at point of sale to properly verify key documents in the same way as they are used at airports on passports would also go a long way to speed up the process.
But, when all is said and done, technology is still just a helpmate. A vitally important one, however, with all the advances that are being made, the role of the intermediary in choosing the right conveyancer cannot be underestimated. The transaction requires human interaction to provide the right measure of reassurance and proper communication and brokers who want their clients to be thoroughly happy with their service must not be afraid to recommend conveyancers who have a proven track record. There are still a lot of old fashioned family firms who are just not equipped to provide the kind of 21st century service required today. A firm approach and introducing them to a provider such as SortRefer will go a long way to improving public perception of the conveyancing service.
Kevin Tunnicliffe is CEO of SortRefer
