The home-moving process is currently under the spotlight with government, industry and consumers all pushing for faster, more transparent transactions. Despite a focus towards digitising the home buying process and consistent, shared property data, one of the biggest causes of delays remains unchanged: enquiries.
The real bottleneck sits in the layers of information, clarification and problem-solving required once the initial sales documentation is received. Understanding why enquiries cause such persistent hold-ups is essential if the industry is to make meaningful progress.
A fragmented system slowing the pace of progress
One of the most significant challenges is the lack of consistency across the sector. Firms regulated by different bodies, such as the Law Society and the CLC, often operate with varied systems, expectations and workflows. The fragmented nature of information sources (including search providers, HM Land Registry, local authorities, freeholders, and managing agents) further complicates matters.
While many elements – such as searches and Land Registry data – are now digitised, others remain stubbornly analogue. For example, obtaining information from managing agents or freeholders can be a protracted process. When title defects arise due to legislative changes or evolving lender requirements, conveyancers often face delays that are beyond their control, yet they bear the brunt of client and agent frustration.
Upfront information: a promising solution with practical limitations
The idea of collecting and sharing more information earlier in the process is widely supported across the industry. In theory, upfront information should reduce the number of enquiries raised later, enabling transactions to move forward more efficiently.
However, in practice, firms are understandably cautious. Liability remains a major concern. If information is reviewed or disclosed prematurely and an issue is later found to have been missed, the firm risks being held responsible. This becomes even more challenging in a landscape where lenders’ requirements and regulatory expectations continue to evolve.
Some professional indemnity insurers actively advise firms not to disclose any information that isn’t strictly required, reinforcing a more risk-averse approach. As a
result, many conveyancers proceed carefully, balancing efficiency with the need to protect their clients and themselves from future claims.
Technology and AI: helpful advances, but not a replacement for expertise
Artificial intelligence is beginning to influence the conveyancing landscape, with tools capable of reviewing documents, generating enquiries and supporting administrative processes. These innovations have clear potential, particularly in, for example, remortgage work where titles and mortgage charges have previously been registered and are relatively straightforward.
However, human stewardship remains essential. AI cannot yet replicate the judgment required to assess complex titles, navigate historical documentation or interpret nuanced legal risks. Insurers are likely to monitor how such technologies are used, emphasising the importance of robust processes and careful supervision.
What needs to change
To reduce enquiry-driven delays, the sector needs broader structural reform. Key areas include:
1. Consistent standards and systems Greater alignment across regulators, firms and information providers would help reduce unnecessary back-and-forth.
2. Modernisation of analogue information sources No amount of digitisation elsewhere can compensate for delays in obtaining essential information from freeholders, managing agents or outdated documentation systems.
3. Clearer insurer-backed frameworks for early disclosure If firms are to adopt upfront information more widely, they need clarity — and protection — around what is considered safe and appropriate to share.
4. Greater transparency and clearer lender expectations Reducing the frequency of late-stage title issues would significantly improve enquiry volumes.
Conclusion
While enquiries remain the biggest cause of delay in the home-moving process, they are ultimately a symptom of deeper systemic challenges. Fragmented information sources, inconsistent working practices, liability concerns and the limits of technology all contribute to a landscape where progress can be slow and unpredictable.
Upfront information has an important role to play, but it cannot be effective without the right support structures. Modernisation must extend beyond searches and Land Registry access, reaching the slower, analogue corners of the system that drive the majority of enquiries.
Only with a more aligned, transparent and consistently regulated approach can the industry begin to reduce delays and deliver the smoother, more reliable home-moving experience that clients expect.
