A major new report published today by the Open Property Data Association (OPDA) reveals widespread dissatisfaction with the UK’s homebuying process, highlighting a pressing need for digital transformation to meet rising consumer expectations.
The Future of Homebuying: Consumer Expectations and the Path to Digital Transformation draws on responses from over 5,300 recent buyers and sellers.
It paints a picture of a system plagued by inefficiencies, poor communication and repeated administrative burdens – but also shows strong public appetite for digital innovation.
POOR COMMUNICATION
Among the most striking findings, more than 40% of respondents identified poor communication between stakeholders as the most frustrating aspect of the transaction, with a similar proportion (39.5%) reporting that they had to actively chase for updates. More than 60% said they were asked to submit the same documents multiple times, compounding delays and adding unnecessary stress to an already complex process.
Timelines also fell far short of expectations. While most consumers anticipated completing transactions within one to two months, nearly half experienced delays stretching to between three and six months before exchanging contracts.
SUPPORT FOR CHANGE
Despite these challenges, the report identifies a groundswell of support for change. Over 80% of respondents expressed enthusiasm for the introduction of a digital property pack – a consolidated, secure data file designed to reduce duplication and accelerate decision-making.
More than three-quarters (76.7%) said they would be willing to use technology that allowed them to share property data and documents securely with trusted stakeholders.
TOP PRIORITIES
Security and usability emerged as top priorities for digital tools, cited by 33.1% and 12.4% of respondents respectively.
Meanwhile, more than a quarter (25.5%) of those surveyed believe the government should take a leadership role in driving digital reform.
The OPDA is calling for a coordinated, multi-stakeholder approach to modernisation. Its recommendations include the adoption of mandatory digital standards, the development of a government-backed trust framework, and greater collaboration between property professionals and technology providers.
The findings come amid broader efforts across the property sector to harness data and technology to reduce transaction times, increase transparency and improve the customer experience.
DIGITAL REFORM
Maria Harris (main picture), Chair of OPDA, said: “Consumers are telling us loud and clear: the current homebuying process doesn’t work for them.
“It’s fragmented, inefficient and opaque. This research makes an undeniable case for digital reform and shows that the public is more than ready for it. With the right frameworks in place, we can finally deliver a homebuying process that is secure, streamlined and fit for the 21st century.”
The report sets out detailed recommendations for policymakers, estate agents, conveyancers, mortgage lenders, technology providers, and consumers – including the adoption of interoperable digital platforms, secure data-sharing protocols and public education campaigns to build trust in digital solutions.
