For an industry that depends on speed and clarity, conveyancing communication is becoming increasingly quiet. At ASAP’s recent Conveyancing Network round table, one issue that kept coming up was the decline of the telephone.

Email, portals and messaging platforms now dominate. Of course, they are efficient, trackable and scalable – all essential in today’s high-volume environment. But while they’ve streamlined workflows, it was mooted that they may also be quietly introducing delays into the transaction process. For estate agents trying to hold deals together, that’s a concern.

Email: efficient, but not always effective

There’s no doubt email has transformed conveyancing. It creates a clear audit trail, integrates seamlessly with case management systems and supports the reality of large caseloads. However, it’s not perfect. As one conveyancer at our session put it:

“Email has become the most prevalent method, but that doesn’t mean it’s the most effective.”

Agents will recognise the problem. A simple query that could be resolved in minutes on the phone can quickly turn into a long chain of emails, stretching over days. Email can feel productive, but in practice it often creates friction, duplication and delay, particularly when dealing with complex or time-sensitive issues.

Lost in translation

Conveyancing is rarely straightforward. It involves legal terminology, multiple parties and often significant emotional pressure for buyers and sellers. In that context, written communication has its limits. Emails can lack tone and context. They can be misinterpreted and because of that they can slow progress.

In some cases, for agents this can mean the difference between a transaction progressing smoothly or stalling at a critical moment.

The generational shift

Complicating matters further is a broader behavioural change. Younger clients are increasingly reluctant to use the phone. Research discussed at our roundtable suggested that around 23% of 18–34-year-olds are hesitant to answer calls.

Firms are trying to adapt to these preferences, offering more digital-first communication options. But this creates a tension: balancing a modern, client-friendly approach with the need to keep transactions moving efficiently.

Why the phone still matters

Despite the shift towards digital, there was strong agreement among conveyancers that the telephone remains essential.

It offers clear advantages, such as immediate clarification of issues, real-time problem solving, the ability to detect misunderstandings early on and the provision of a more human, relationship-driven interaction. Talking builds relationships and therefore trust, particularly in long and often complex transactions. In a process where delays can have serious consequences, these benefits are hard to ignore.

Ultimately, faster resolution and clearer handling of complex issues are critical to keeping transactions on track and avoiding delays.

Keeping communication flowing and resolving issues quickly is often key to keeping chains intact and preventing fall-throughs.

The reality on the ground

Time, or a lack of, is the reason that the phone is being used less. High caseloads and constant pressure mean conveyancers often struggle to answer or return calls. Email has become the default, because it feels more manageable. It can be prioritised, tracked and dealt with in batches.

Email, portals and messaging all have an important role to play, but there is a growing case for using them more intelligently.

That might include: switching to a phone call when email chains become lengthy, making proactive calls at key stages of the transaction and setting clearer expectations with clients about when calls will be needed.

What this means for agents

For estate agents, the implications are clear. In a market where speed and certainty are critical, communication can make or break a deal.

The telephone may no longer be the dominant tool in conveyancing, but it remains one of the most effective. Crucially, advances in technology now mean calls can be recorded and transcribed using AI, combining the clarity of conversation with the reassurance of a documented record.

The firms that recognise this and strike the right balance between digital efficiency and human interaction, will be better placed to move transactions forward and deliver a smoother client experience. Essentially, there are occasions when the fastest way to get a deal done is by simply picking up the phone.

Julie Williams, head of service delivery at ASAP.