Julie Williams, head of delivery at Complete ASAP, asks whether the telephone is becoming obsolete and whether emails will ever completely replace the personal touch of a conversation in real time.
Our industry is built on precision and process, and because of that, communication has always been central to conveyancing. However, at ASAP’s recent Conveyancing Network round table, it was acknowledged that across the sector one fundamental tool is quietly disappearing: the telephone.
Email, portals and messaging platforms now dominate. They are efficient, trackable and scalable. But as reliance on written communication grows, a question is emerging: are we sacrificing clarity and speed in the process?
The dominance of email
There is no doubt that email has transformed conveyancing workflows. It enables documented communication and is often the preferred method because of the record that can be made and kept. It also supports high caseload work and integrates easily into file management systems.
However, feedback from our recent session suggested that this shift is not without consequence. One attendee commented: “There is a serious lack of telephone communication across firms. Email has become the most prevalent method, but that doesn’t mean it’s the most effective.”
What we need to remember is that talking builds relationships and therefore trust – especially when it comes to a lengthy transaction process.
Equally, today’s technology enables phone calls to be recorded with full transcripts provided post-call. All the more reason to make sure a conversation takes place.
Lost in translation
In an environment involving complex processes, unfamiliar terminology and often high emotional stakes for clients, written communication can fall short. Emails can be misinterpreted, lacking in tone or context and often prone to long back-and-forth exchanges.
What could be resolved in minutes on a call can take days via email. This inefficiency is often hidden. Email feels productive, but it can create friction – particularly when clients are already unsure or anxious.
The generational challenge
Complicating matters is a broader behavioural shift. Younger clients are increasingly reluctant to use the phone. Research cited during the discussion suggests that 23% of 18–34-year-olds are hesitant to answer calls altogether.
At the same time, firms are trying to tailor communication to individual preferences. However, this often creates a tension between delivering a modern service and ensuring effective communication.
Why the phone still matters
Despite these challenges, there was strong agreement among participants that the telephone remains a critical tool.
It offers advantages that are difficult to replicate digitally: immediate clarification of complex issues, the ability to identify misunderstandings in real time, and more human interaction which builds trust in relationships.
In a process where delays and miscommunication can have significant consequences, these benefits are hard to ignore.
At the end of the day, the whole industry is focused on providing faster dispute resolution and clearer handling of complex issues to support speedier transactions.
The practical barriers
The biggest challenge is not willingness, but reality. The requirement for a clear and documented audit trail of communication means conveyancers often lean towards email.
High caseloads and time pressures mean calls may go unanswered and returning calls can be difficult to prioritise so even when professionals recognise the value of a phone call, email remains the default.
Finding the balance
The solution is not to abandon digital communication, but to use it more intelligently.
This could include clearer guidelines on when to switch from email to phone, proactive calls at key stages of a transactions, and setting expectations with clients and scheduling time for when calls are needed.
The telephone in conveyancing is not dead – but it is under utilised. Our debate highlighted that – in many cases – a timely phone call can prevent delays, reduce confusion and improve outcomes. Crucially, it requires a shift in mindset – recognising that a phone call, while less convenient in the moment, can save time overall.
About the author
Julie Williams is head of service delivery at Complete ASAP. She has over 35 years of wide-ranging residential conveyancing experience, from managing transactions to overseeing volume operations. She co-founded ConveyAssist, an early UK-based outsourced title checking business, after moving from frontline conveyancing. Today, she’s responsible for the conveyancing partner network at Complete ASAP. Her extensive career means she has experienced decades of change in the sector and is passionate about working to improve the experience for all involved, from educating the home mover to supporting the development of process, practice and technology.
One Response
Conveyancers hardly ever meet face to face anymore, if we stop using the phone, we will lose all direct human contact. In my opinion the phone trumps email in most cases.
If your aim is to reach a resolution quickly, calling is often more effective. A phone conversation allows for immediate back-and-forth, reduces the risk of misunderstandings, and helps convey tone, especially important if the issue is emotional or sensitive. It can make it easier to clear things up and find common ground in real time. Of course one should male a written not after the call.
Email might be preferred when you need a written record or when the issue is more complex and requires careful explanation. It also gives you time to think through your wording and keeps things more controlled, which can help prevent escalation.