A solicitor says buyers want same-day responses from conveyancers when they query progress on a transaction.

This comes as conveyancers and other parties to property sales are under the spotlight as transaction times soar and fall-throughs plague up to a third of deals.

Paul Lyons, managing director at Lyons Bowe Solicitors, has conducted a survey of current and recent homebuyers who have purchased a property within the last two years.

He says: “Buyers want to feel informed. They understand that conveyancing is a detailed legal process involving multiple parties, but they don’t want long periods of silence while that process takes place.

“Buying a home is often one of the most significant financial commitments a person will ever make. 

“When people don’t know what’s happening, uncertainty can quickly become frustration, even when a transaction is progressing as expected.

His survey findings show that while 68% of buyers expect a conveyancer to respond to an initial enquiry within 24 hours, buyers additionally expect regular contact and updates throughout the entire homebuying process.

Once instructed, 63% of buyers expect confirmation that their file has been opened and work has commenced within 24 hours, while 61% expect confirmation that their paperwork and identification documents have been received within the same timeframe.

When contacting their conveyancer with a question, 75% of buyers expect a response within 24 hours, including 30% who expect a reply on the same working day. 

Only 6% believe waiting longer than two working days is acceptable.

While searches are being carried out, more than half of buyers (52%) expect weekly updates from their conveyancer, regardless of whether there has been significant progress.

Buyers also expect to be kept informed as soon as meaningful progress is made. 

When important information is received from the seller’s solicitor, 86% expect an update within 24 hours, including 38% who expect to be informed on the same working day.

Communication becomes even more important when problems arise. 

Four in five buyers (81%) expect to be informed of any issue that could delay their purchase either immediately or on the same working day, with 32% expecting to be notified straight away.

As transactions move towards exchange, buyers expect communication to become more frequent. 

More than two thirds (68%) expect updates at least every two to three days, including 30% who would like daily updates as exchange approaches.

The importance of communication peaks on completion day itself. 

More than half of buyers (56%) expect their conveyancer to notify them immediately once funds have been transferred and completion has taken place, while a further 22% expect confirmation within an hour.