Uncertainty in the home moving process is becoming the “defining challenge of the home moving experience” say digital completions business PEXA after research found 83% of consumers surveyed said the home moving process was stressful, highlighting the impact of uncertainty and poor visibility throughout the process.
In its UK Home Moving Experience Report 2026 PEXA surveyed 1,000 UK buyers who had moved home in the last 12 months, revealing 82% of of respondents reported that lack of communication clarity as a major source of stress. At the same time the report suggests consumers continue to favour a hybrid approach to communication with face-to-face interaction the single most popular communication channel; digital channels collectively account for almost two-thirds of preferences with buyers increasingly increasingly expecting online portals, messaging and automated updates alongside access to professional advice said PEXA.
Almost all (95%) of them had experienced unexpected costs during their move, up from 62% in 2025. Just under two thirds (64%) of this group also described those costs as significant, and nearly half (47%) believed these costs could have been avoided altogether.
The research highlights the “growing disconnect” between how long consumers believe transactions should take, and how long they actually take said PEXA. Respondents believed the current process should take approximately four months from offer acceptance to moving in.
Despite complaints about unexpected fees, the research found most respondents understood what professional fees they were paying. 85% of respondents felt conveyancer fees were transparent, 79% said the same about estate agent fees, and over two thirds (69%) said mortgage broker fees were transparent.
Alison Verlander, director, mortgages at UK Finance, said the research served to reinforce mortgage lender members’ views; uncertainty, not speed, is the real barrier to confidence, adding “better upfront information, reusable verified data and clearer visibility across the transaction are what will shift that.” UK Finance said it is working with government, regulators and industry to ensure the momentum generated by the recent home buying and selling reform consultation output translates into a “genuinely more connected homebuying experience.”
Krystle Kocik, UK Co-CEO of PEXA, said: “Buying a home should be exciting, yet too many people are left dealing with unexpected costs and a lack of visibility over what’s happening and when. Our research suggests that improving certainty (not just speed) should be the defining objective of the next generation of UK property transactions, and will benefit estate agents, mortgage brokers, lenders, and conveyancers.
“Achieving this certainty depends not only on better information, but on ensuring trusted property data, verified identities, the secure movement of funds and the transfer of legal ownership are connected throughout the transaction. As government and industry work together to modernise the process, we see a significant opportunity to remove surprises and give consumers more confidence in what is likely the biggest financial commitment of their lives.”
Another highlight from the research was a reported 91% of respondents said they would be more likely to choose a fully digital conveyancer (up from 69% in 2025), while 80%+ are comfortable with AI-assisted tools. Stephen Ward, director of strategy and external relations at the Council for Licensed Conveyancers said a modernised profession would “combine legal expertise with efficient digital processes to deliver better outcomes for consumers. This research shows consumers continue to value professional expertise, while also expecting clearer communication, greater transparency and a more predictable experience.”
In a nod to the home buying and selling consultation output which will see more information provided up front in the property transactions, almost 93% of respondents said access to such information would increase their confidence when purchasing a home. The research indicated buyers placed greatest value on earlier access to legal title information, ongoing costs, property condition, planning restrictions and practical guidance about the transaction process, reinforcing the view consumers are ready for a property market built around trusted, shareable data rather than repeated requests for the same information said Maria Harris, chair of the Open Property Data Association: “As Smart Data, digital identity, and trust frameworks become more widely adopted, buyers will benefit from greater certainty, fewer surprises and increased confidence throughout the home moving journey.”
Leon Ifayemi, Director of Coalitions and Research at the Centre for Finance, Innovation & Technology (CFIT), concluded: “Consumers are asking for a home buying process that is more connected, transparent and trustworthy. Government, regulators and industry are working together to enable trusted information to move safely between organisations, reducing friction while improving consumer outcomes. Success will be measured not simply by how digital the process becomes, but by how much certainty, confidence and efficiency it delivers for everyone involved.”
One Response
The claim that “uncertainty” is now the defining challenge in home‑moving, and that deeper digitalisation is the cure, is a tidy narrative. But it is not an accurate one.
Uncertainty is not a technological failure. It is inherent in the UK’s huge property market, and hard-working conveyancers manage it every day. Survey findings that reshape a deal, lenders shifting goalposts, and legal title issues requiring professional judgment rather than automated workflow. These are not problems a platform can eliminate.
What reform discussions need now is honesty about where delays truly arise, about the limits of automation, and about the lived experience of the professionals who hold this complex process together with skill and integrity.
If we want meaningful improvement, we must start from reality rather than rhetoric. Digitalisation has its place, but truth has a larger one.