There is a tendency to think the mortgage adviser’s involvement in conveyancing begins with recommending a firm and then largely ends once the client has been introduced, but I think an opportunity is being missed if that is how we view the relationship.
Advisers spend considerable amounts of time getting to know their clients, understanding their circumstances and earning their trust, while also building up a great deal of knowledge about the property transaction itself. That knowledge does not suddenly become irrelevant when the conveyancing starts and, in many cases, it could actually help the conveyancer progress the transaction.
This is why I think there is a real opportunity for advisers to be part of the conveyancing team rather than simply the people who introduced the client in the first place.
INFORMATION SHOULD FLOW BOTH WAYS
We talk a lot about the need for conveyancers to communicate more effectively with advisers, and that is undoubtedly important, because an adviser needs enough information to understand where a case has reached, whether there is a problem and whether anything is required from their client. However, communication should not be entirely one-way.
The adviser may have information about the client, mortgage or wider transaction which could be useful to the conveyancer, particularly if something is outstanding or there is an issue which needs resolving.
I would like to see conveyancers being confident enough to ask advisers for help in those circumstances, because there is nothing wrong with saying they have been trying to obtain something from a client and asking whether the adviser can assist.
Obviously, there are clear professional boundaries around what an adviser and conveyancer can do, but working together does not mean crossing those boundaries. It means recognising that both parties ultimately want the same thing, which is to help their mutual client complete their transaction successfully.
ADVISERS CAN HELP KEEP THINGS MOVING
The adviser occupies an interesting position because they will often have established a strong relationship with the client before the conveyancer becomes involved. That can be extremely valuable when something needs attention.
If a document is outstanding, information has not been supplied or the conveyancer needs the client to take action, the adviser may be able to help make that happen simply because they already have that relationship. Equally, advisers are often aware of developments elsewhere in the mortgage or property transaction which could be useful for the conveyancer to know.
None of this means the adviser has to chase every legal enquiry or attempt to manage the conveyancing themselves, because that would help nobody. Instead, it is about making better use of the relationships and information which already exist rather than having everyone involved in the transaction operating separately.
TRUST HAS TO WORK IN BOTH DIRECTIONS
For this to work properly, there has to be trust between advisers and conveyancers. The adviser needs confidence that the conveyancer will keep them sufficiently informed and will tell them when their involvement could help, while the conveyancer needs to recognise the adviser as somebody who can contribute positively to the transaction.
Technology clearly has an important role in supporting that relationship by making progress information easier to access and reducing unnecessary chasing, but it cannot replace people working together. There will always be transactions where somebody needs to pick up the phone, understand what has happened and work out who is best placed to help.
That human relationship becomes particularly important when something has gone wrong, because knowing who to contact and being able to have a sensible conversation can make an enormous difference.
KEEPING THE ADVISER INVOLVED
This is also why I believe conveyancing distributors have a responsibility beyond providing quotes and passing instructions to law firms. At conveybuddy, the adviser is our client, which means our job is to give them the support, information and relationships they need if they want to remain involved throughout the process.
The homebuyer must ultimately receive a good experience, but one of the ways we can help achieve that is by giving their adviser the opportunity to remain part of it.
Advisers have already earned their clients’ trust and, rather than assuming their involvement ends once the legal work begins, I think the whole home-moving process could benefit from making better use of that relationship.
