From referral to completion: why estate agents deserve first-class service from conveyancers

For most conveyancing firms, estate agents are more than just introducers – they’re the lifeblood of the business. In fact, over 80% of instructions come via estate agents for many firms. That’s why it’s absolutely essential for conveyancers to prioritise delivering outstanding customer service to the agents they work with.

At a time when buying or selling a home remains one of the most stressful life events, estate agents and conveyancers need to operate as a cohesive team. When the relationship works, it’s a win for everyone, but when communication or service breaks down, the consequences can ripple through the entire transaction chain, causing unnecessary stress for clients and straining professional relationships.

When estate agents recommend a conveyancer, they’re putting their own reputation on the line. It’s not just about legal paperwork – it’s about confidence, communication, and collaboration.

Agents need to know that once they refer a client, the conveyancer will provide a seamless, stress-free service, keep them updated, and help move the transaction forward efficiently. Without that trust, the relationship quickly deteriorates and the business that goes with it.

When Service Fails: What It Looks Like and Why It Hurts

Poor service from a conveyancer can have a major impact, not just on the transaction, but on how vendors and buyers perceive the agent. Here are just a few common examples:

1. Radio Silence After the Offer is Accepted

Scenario:
A buyer has their offer accepted and is thrilled to get moving. The estate agent recommends a conveyancer who takes on the case, but after an initial welcome email, there’s complete silence. Weeks go by with no updates, no phone calls returned, and no sign of progress.

Impact:

• The buyer grows increasingly anxious and frustrated, unsure whether anything is happening behind the scenes.
• The vendor starts to worry the buyer isn’t serious, as their own conveyancer hasn’t received any correspondence.
• The estate agent is caught in the middle, fielding daily calls and trying to chase updates from a conveyancer who won’t respond.

 2. Missed Exchange Deadline Due to Incomplete Paperwork

Scenario:
A vendor is selling their home to meet a tight deadline before their mortgage offer on an onward purchase expires. The conveyancer is slow to send out the draft contract and fails to notice missing documentation in the seller’s pack until days before exchange is meant to happen.

Impact:

• The buyer loses confidence in the transaction and considers pulling out.
• The vendor’s onward purchase collapses, causing financial loss and emotional stress.
• The estate agent loses two chains of commission, while their reputation suffers with both parties blaming the process.

3. Rude or Dismissive Attitude Towards the Client

Scenario:
A first-time buyer is confused by the conveyancing process and calls their solicitor with a few basic questions. The conveyancer, clearly busy, responds curtly and suggests the buyer “read the contract again” without explaining anything.

Impact:

• The buyer feels belittled and overwhelmed, unsure whether they’re making the right decision.
• They start complaining to the estate agent about the unhelpful solicitor.
• The estate agent, having referred the conveyancer, now has to rebuild trust with the client and manage avoidable stress in the transaction.

When clients can’t get through to their conveyancer, stress levels soar. Frustrated buyers and sellers often turn to the estate agent for answers, which puts the agent in the awkward position of firefighting problems they didn’t create. Estate Agents often then feel obliged to try and answer the questions the client has, causing further frustration and confusion.

Agents rely on timely updates to manage expectations and guide clients through the moving process. When updates aren’t shared, deals can stall, misunderstandings arise, and the agent’s job becomes significantly harder.

If a conveyancer doesn’t take the time to explain legal processes clearly, it causes confusion for clients. Agents often find themselves stepping in to interpret complex jargon, which is outside their remit and adds pressure to their workload.

Each of these issues can leave buyers and sellers disappointed — and worse still, they may blame the agent, even if the problem lies elsewhere.

What Great Service Looks Like

By contrast, great service from a conveyancer builds confidence, improves speed, and enhances the client experience. So what does that look like?

• Responsive communication – Promptly answering calls and emails from both agents and clients.
• Proactive updates – Keeping everyone informed about progress and next steps.
• Clear, jargon-free advice – Helping clients understand what’s happening and why.
• Team mindset – Viewing the agent as a partner, not just a referrer.

The message is simple: estate agents and conveyancers are stronger when they work in harmony. That means keeping the lines of communication open, being responsive, and treating each other with mutual respect and professionalism.

Great customer service isn’t just a nice-to-have, it’s a critical part of building long-term, referral-based success in the property sector. If conveyancers treat estate agents as key clients rather than mere introducers, the whole transaction process becomes more efficient and ultimately, everyone wins.

Adam Bainbridge is Sales Manager of RG Law