The government’s renewed focus on upfront information, alongside continued investment in digital technology, has the potential to create a smoother experience for both clients and conveyancers.
However, at a recent Lunch and Learn hosted by Minerva, with support from Elavon and Xperate, one theme emerged consistently: while the direction of travel is widely supported, successful reform will depend on practical implementation rather than policy alone.
Upfront information is part of the answer
Providing key information earlier can reduce unnecessary enquiries, improve transparency and give buyers and sellers a clearer understanding of the transaction from the outset.
As Eddie Goldsmith of YouConvey commented: “All the stats that come back seem to suggest quite convincingly that upfront information reduces the timescales.”
However, many conveyancers question whether upfront information alone will deliver the improvements policymakers hope for.
Jonathan Waterhouse, director at Barker, Booth and Eastwood, echoed that view: “I think in theory it’s good to have the upfront information. I just don’t know how much would actually change the whole thing.”
He added: “The breadth of problems that we see on a day-to-day basis cannot be simplified into an upfront pack of information.”
Many delays occur long after instruction and remain outside a firm’s control, due to management company timescales, third-party responses, and fragmented processes across the sector. Collecting information earlier may remove some friction, but it cannot solve every issue.
The growing compliance burden
The compliance burden remains a significant challenge for conveyancers.
As Gena Pickering of DTM Compliance reminded attendees: “Just because you’ve got all this… there might be TA forms and all the rest of it, upfront information. You can’t take away the risk and compliance that has to be done for each transaction.”
Nevertheless, technology can help firms meet requirements by collecting, organising and managing information more efficiently. This is not about replacing professional judgement. It’s about using technology to reduce the administrative burden, giving conveyancers more time to apply their expertise where it adds the greatest value.
Customer experience is becoming a competitive advantage
Much of the discussion focused on improving the client experience at the very beginning of a matter.
As Ben Mills, chief commercial officer at Minerva, observed: “The voice that never gets heard is the customer who’s actually going to have to consume this technology.”
Today’s clients increasingly expect the same digital convenience they experience elsewhere. Whether through branded portals or apps, they want to complete tasks online, securely upload documents, receive updates via messaging and push notifications, and make payments quickly and safely.
Integration needs to deliver practical value
Many firms continue to balance legacy systems, growing compliance obligations and limited resources. So technology must fit naturally into existing workflows.
Payment technology provides a good example. Designed to work alongside firms’ existing systems, Minerva’s integration with Elavon enables firms to accept payments through Apple Pay and Google Pay, giving clients a familiar and convenient payment experience.
As Amy Atkinson Bell from Elavon explained: “Minerva have completely automated that journey so there’s really little admin.”
The principle is simple: successful technology should make processes simpler for both firms and their clients.
Reform will require collaboration
What is clear is that there is no single solution to improving conveyancing.
Upfront information has an important role to play. Better digital experiences can remove friction from the start of a transaction. But ultimately, reform depends on greater collaboration between conveyancers, estate agents, lenders, landlords, management companies, compliance specialists and technology providers.
In other words, policy, technology and practice must evolve together, delivering reforms that work not only in principle but also against the realities of day-to-day conveyancing.
Continuing the conversation
These themes will continue to be explored throughout the year, with the final Lunch and Learn of the summer taking place in Nottingham, again at The Ivy, on 23rd September.
The format is deliberately different from a typical industry event. There’s no sales pitch, no presentations to sit through, just an intimate, relaxed space for legal professionals, technology providers and industry experts to talk honestly about the issues that matter. What brings people back isn’t a product demo; it’s a shared commitment to putting clients at the heart of legal service.
As these sessions continue to grow in popularity among legal professionals, we’re excited to be hosting upcoming events in Nottingham, Norwich, Cardiff, York and Birmingham.
