I read with sympathy the letter 'Frustrated Not Angry' (see [2004] Gazette, 16 April, 14).

It is hardly surprising that estate agents along with home-movers are frustrated with the process of buying and selling property when many law firms still ignore the importance of successful relationships and technology as a tool for customer relationship management.

If we as a software vendor and the estate agent approached customer service in the same way, we would no doubt expect to witness the demise of our business.

With threat of major changes within the conveyancing marketplace and the emergence of new large conveyancing warehouses, what astounds me is how many law firms still do not believe a good relationship with an estate agent and a client will benefit their businesses.

Malcolm York, conveyancelink.com, Rutland