​Client Care in Conveyancing

This book by a former property solicitor who is now a consultant to law firms is very accessible.

In discussing how consumers choose a solicitor, Sinder offers an enlightening discussion of the evolution of competitive pricing. There is an outline of research into what conveyancing clients look for when searching for a solicitor.

Sinder considers consumer behaviour, the impact of the pandemic, and where this leaves us in relation to the increased focus on digital services and ‘non-technology adopters’.

There is also a great run-through of marketing and advertising options available to law firms.

The author goes on to consider improving information and communication, drawing attention to government measures such as the ‘How to Buy’ and ‘How to Sell’ consumer guides. Suggested contents for a client charter, as well as client care letters and terms of business, are provided. Other checklists and templates are also supplied.

With regard to quality of service, Sinder gives a multi-faceted analysis of many relevant factors, including SRA review, the Conveyancing Quality Scheme, the Protocol, as well as general courtesy and managing client expectations. This is a valuable ‘one-stop shop’ aimed at reminding us of what quality actually looks like from a client’s perspective. The book also includes results of important reviews and research by the SRA and other influential bodies.

On complaints and redress, there is guidance on using the CQS charter, where applicable, to help set expectations and improve client understanding. Sinder also sets out useful examples of an effective complaints-handling policy and methods of dealing with complaints. There is an important reminder of how identifying the root cause of a complaint, rather than simply fielding each one without entering into a more detailed analysis, can help a business develop the correct approach to complaints.

On digitisation, Sinder discusses operation modelling and strategic considerations; risks surrounding technology and security; and potential future developments such as blockchain.

In assessing an improved conveyancing system, the book compares the system in England and Wales with the separate Scottish system. This was particularly interesting. There is also a table setting out potential takeaways from a number of systems to create a ‘near to perfect’ system for England and Wales.

Sinder offers more guidance in the appendices, including a crisis survival guide.

Jenny Kemp is an associate at WBW LLP, Newton Abbot