Editor's note: This brief was summarised by The Property AI Newsroom from a report by Property Industry Eye. Read the original article for full details.

Communication Remains Top Complaint Against Conveyancers, Report Finds

A recent report into complaints made to the Ombudsman about lawyers has found that communication is the main area of concern. The findings suggest that clients, agents, and brokers are not surprised by this result, as communication issues are a well-known problem in the conveyancing process.

The report, discussed by Property Industry Eye, indicates that clients often complain when they feel left in the dark about the progress of their cases. The survey suggests that if lawyers provided updates—even when there was no new information—clients might be less likely to complain. However, the article notes that lawyers are often reluctant to send updates when there is nothing to report, as this can lead to further questions and calls from clients.

The article also highlights that clients sometimes expect more proactive communication, such as being informed when a lawyer is on holiday, but this can cause additional anxiety and pressure. In practice, while clients may say they want regular updates, feedback on such updates is mixed. Some clients appreciate the contact, but others express disappointment if the information does not change or is not detailed enough.

For UK letting agents and inventory clerks, the findings reinforce the importance of clear and regular communication throughout the conveyancing process. Managing client expectations and providing timely updates, even when progress is slow, may help reduce complaints and improve client satisfaction.