Creating a digital conveyancing process to align with customer expectations

Jump to section:

• How is the digital economy reshaping client expectations in conveyancing?
• How are client expectations changing in conveyancing?
• Why are automated quotation tools essential for conveyancing firms?
• How do digital client portals improve the conveyancing experience?
• How is HM Land Registry driving digital transformation in conveyancing?
• What are the benefits to digitising the conveyancing processes?
• Want to optimise your conveyancing process? Download our whitepaper to learn more!

With 70% of the global population using a mobile phone , we live in times of unprecedented connectivity, and digital-first businesses have reshaped the way that clients engage with professional services. From tracking parcels in real time to making instant online payments, people are accustomed to constant visibility and control.

As such, legal firms’ clients increasingly expect their services to match the digital convenience of these other areas of life. For example, three-quarters of internet users aged 16-64 purchase products online, while 84% of UK adults use some form of online or remote banking. For legal applications like conveyancing, this shift in behaviour translates to clients expecting faster responses, proactive updates, and the ability to self-serve through online platforms.

It’s also important to recognise the differing preferences across demographics, as client expectations and engagement with digital services vary significantly between age groups. While only 11% of baby boomers would abandon efforts to resolve an issue if it can’t be handled through self-service, this figure rises sharply to 38% among Gen Z and Millennials. As the client base for legal firms increasingly moves towards these younger generations, catering to their expectations will become essential. For many of them, contacting support teams directly is viewed as a last resort, and firms that fail to offer self-service options risk struggling to attract or retain clients in the years ahead.

For legal firms, this shift highlights why client-focused tools and specialist conveyancer software are critical for meeting client expectations. As well as increasing the efficiency of internal operations, they enhance responsiveness and accessibility, allowing firms to provide levels of service that align more closely with modern expectations.

Buying or selling a property is often the most significant transaction a client will undertake. It involves large financial commitments, legal complexity and multiple parties, which can be stressful. Clients want reassurance and clarity at every stage, and they increasingly expect a level of service that mirrors the efficiency and convenience they experience in other areas of life. Client expectations in conveyancing have shifted in three key areas: speed, transparency and accessibility.

Speed

Clients now expect faster progress and clearer timelines throughout the conveyancing process. While some delays are unavoidable due to factors outside the firm’s control, automation in conveyancing can reduce repetitive administrative tasks and enable fee earners to focus on moving cases forward. The result is a smoother, quicker experience that reflects the pace of the digital economy.

Transparency

Regular updates are a baseline expectation in most transactions, but are particularly critical when it comes to the large amounts of money involved in buying a property. Clients have their own busy lives and want to know what stage their transaction has reached without needing to call or email. Digital tools and portals allow firms to provide real-time progress updates, creating reassurance and trust that their transaction is being managed efficiently and transparently.

Accessibility

Email alone no longer satisfies modern conveyancing clients. They expect secure online platforms, mobile-friendly communications and even AI-powered updates that can provide reassurance outside of working hours. A digital conveyancing experience gives clients the confidence that their case is always moving forward, even when your offices are closed.

A key moment in the client journey comes before instructions are even confirmed: the quotation stage. Clients expect instant, accurate quotes, often before they decide which firm to instruct. An online automated conveyancing quotation tool provides exactly that, giving potential clients a great first impression and the confidence that their property sale or purchase will be handled efficiently.

Firms that fail to respond instantly risk losing instructions to competitors who provide transparent pricing in seconds. Automated tools not only capture leads more effectively but also remove the manual burden of drafting quotes. They can integrate with case management systems, ensuring consistency and compliance while reducing risk.

Access Legal’s online quotation tool enables firms to generate and share a quote in just 60 seconds. And by seamlessly syncing with your conveyancing software and legal case management software, it combines the manual tasks of reviewing quote requests, copying information to your case management system and creating a quotation document into a single, streamlined process.

Jarmans Solicitors had this to say about the benefits of using our online quotation tool: 

“We can now offer clients a streamlined process from the quotation stage onwards – we love the fact that Access offer a one-stop shop which makes things so much simpler.”

The client portal has become the centrepiece of the digital conveyancing journey. Instead of relying on phone calls and emails, clients can log in at any time to check progress, upload documents and make secure communications. This enhances transparency, reduces repetitive queries, and reassures clients that their transaction is moving forward.

Effective digital client portals include essential features:

●      Case tracking, allowing clients to see real-time updates on progress and next steps

●      Conveyancing automation tools to speed up workflows and minimise errors by reducing manual tasks

●      Document sharing and e-signatures to speed up turnaround and reduce reliance on paper

●      Secure messaging to provide a safe and efficient alternative to email and traditional mail

●      Mobile accessibility to ensure that clients can engage from anywhere, on any device

●      Security and compliance features like encryption, secure data storage and audit trails

Each of these features strengthens the client experience while cutting down on calls and administrative work. For firms, the result is improved efficiency, more reliable processes, and a reputation for being digitally forward. This connected digital ecosystem combines efficiency, transparency, security and compliance, enabling firms to deliver an effective, future-proof conveyancing experience.

This digital shift is not only client-driven. Despite the reputation of being a predominantly paper-based sector, leading organisations in conveyancing have begun to embrace technology, with HM Land Registry (HMLR) being a key driver in helping firms to make significant progress in digitising property transactions. According to their 2024/25 annual report, their efforts have included improvements in electronic submissions, automation of routine checks, and the continued rollout of digital mortgage services.

This momentum points towards a future where paper-based workflows will become obsolete. SME law firms need to prepare now by investing in legal technology that aligns with HMLR’s roadmap, such as Access Legal’s conveyancing tools. By embracing conveyancing automation, firms can reduce administrative strain, improve compliance, and position themselves to meet both regulatory and client expectations.

As even traditional organisations like HMLR embrace digital technology, this will again serve to influence client expectations. Adopting conveyancer software early will therefore provide a competitive advantage, as firms that digitise sooner will be seen as more reliable and will be able to refine their workflows to deliver an optimised client experience before the sector fully transitions to a digital-first model.

The case for digitisation isn’t just about keeping pace with technology trends. It’s also about empowering firms to operate more efficiently, deliver a better service, and remain competitive in a changing sector. The benefits of digital conveyancing are tangible and wide-reaching, from operational savings to stronger client relationships.

Improves efficiency and reduces costs

Automation in conveyancing removes the need for repetitive tasks such as data entry and document generation. This frees up fee earners to focus on higher-value work, reduces error rates, and cuts the time spent on administration. Greater efficiency translates into lower costs and increased capacity to handle more matters.

Enhances client experience

Clients also benefit directly from digital solutions. Faster responses, greater transparency and easy-to-use self-service portals all combine to create a smoother, less stressful experience. Firms that prioritise these tools see higher levels of client satisfaction and improved retention.

Strengthens compliance and security

Paper-based workflows carry risks of data loss, duplication and human error. By contrast, digital systems provide audit trails, secure communication channels and built-in compliance checks, helping firms to meet their regulatory obligations while reducing exposure to risk.

Future-proofs the firm

It’s clear that conveyancing and the wider legal sector is moving towards digitisation. By adopting conveyancer software and client-facing technology early on, firms can better position themselves for long-term success. Those that resist change may find themselves struggling to compete in a digital-first environment and risk losing relevance in a rapidly modernising sector.