Shaky foundations

I have followed with interest the debate concerning direct conveyancing (see [2002] Gazette, 5 April, 16).

As a company which deals with all its residential property in house, we might also be seen to be in the volume conveyancing market.

Furthermore, as we deal with a large number of conveyancing firms we are in a good position to assess the service which they provide.

I agree entirely with Roger Wilson's comment that what the public wants is a pro-active approach and access to up-to-date information.

If these are delivered, then so will be 'outstanding customer service'.

However, this appears to me to be precisely where the vast majority fall down.

With regard to volume conveyancing firms, our experience is that while we have sought (and must continue) to improve the quality of the information disclosed on plot sales, we still receive the usual unspecific and untargeted standard form enquiries which take no account of the particular development.

Furthermore, telephone calls enquiring as to the progress of a transaction find information grudgingly disclosed, and to a standard which is worse than that found generally in the high street.

Our experience is that working systems simply do not allow for matters to be progressed other than in a linear manner with no room for pro-activity or imagination.

I cannot believe that firms which appear to us, and I know many others, as failing to meet these criteria are presenting themselves to their clients in any other way.

The analogy which I have seen used as to the service which we now receive from our banks and building societies is indeed a good one.

Extended hours of business can be useful, but only if the customer sees a service which is efficient, tailored and personal.

While it is my view that in terms of conveyancing practice the public has historically been poorly served, I would observe that change for change's sake rarely constitutes progress.

Richard Stokes, solicitor, Bovis Homes