Image illustrating communication in conveyancing, showing a professional presenting transaction data on a flip chart alongside icons representing telephone, email and collaboration.

08 May Communication in Conveyancing: Is the Telephone Dying?

Posted at 15:01h in Uncategorized by

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 conveyancing communication

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 phone calls still matter in conveyancing

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,
  • · ability to identify misunderstandings in real time,
  • · more human interaction which builds trust/trusting 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.

Effective communication in conveyancing means choosing the method that resolves issues fastest, not simply the one that is easiest to record.

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 right balance in conveyancing communication

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 transaction,

· setting expectations with clients and scheduling time for when callas are needed

The telephone in conveyancing is not dead, but it is underutilised. 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.