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It is interesting to read Peter Goodman's comments concerning his 'When You Move' startup. I worked as a residential conveyancer for many years and am a great believer in using technology to support the conveyancing process. I have used (and designed) support systems since the mid-1980s.

Providing excellent customer service to conveyancing clients with the support of good technology is nothing new. Assuming however, that a client will automatically allow information they see as confidential to be disclosed in a deal room environment is.

There have been many attempts over the years, notably by The Land Registry and its Chain Matrix, to impose transaction 'transparency' and they have all failed. Calling law firm clients 'customers' and attempting to reduce conveyancing transactions to the level of buying a can of baked beans just hasn't worked so far - and I think that is because there is no appetite for it among the people paying for a service.

I've used excellent IT to support conveyancing transactions, but I think the error is in referring to 'clients' as 'customers' and conveyancing as an 'industry'- it is actually a service offered by a professional adviser. That isn't meant to sound pompous, but to reflect what clients actually want when they instruct solicitors - wise and confidential advice; not, at present, deal room 'broadcasting'.

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