The conveyancer who dealt with my sale was efficient, and did her best within the confines of the company's business model. The sale of my freehold , mortgage-free , house took nearly six months to complete. Both the buyer and the seller chose to use online companies , and we both wish we hadn't. The conveyancing teams had been trained to use email as their primary, if not only, form of communication. Email is a reliable tool for exchanging information, but pretty unhelpful as a medium for problem resolution. A number of problem issues arose during the sale process, and resolution by email was unreliable and very time consuming throughout.Another issue was the company's inability to adjust practice to assist an elderly client with very limited IT skills. I had not been trained to forward and attach documents , and this also contributed to delays.Also there was little attempt to explain the process terminology. I assumed that I had to respond promptly to the buyer's "enquiries",which I interpreted as requests for information in answer to questions. When I received the same "enquiries" again and again , I began to realise that these were not "enquiries" but "demands"------i.e --- if you do not find a way of producing these documents, we cannot allow our client to buy your house !!!If this had been explained to me, the process would have been quicker and smoother. e.g I had to lodge formal complaints against the Council , who had omitted to issue a buildings regulation certificate for my conservatory. I could have done this six weeks earlier if so advised.Roberts Crossley have a business model, which could be improved a) by training staff to use telephone communication to aid problem resolution b) by explaining to clients the process terminology clearly and helpfully ,and c) by proactively modifying their practices to assist elderly people without IT skills.As a person of almost 80, I think I should have chosen a local firm of solicitors to handle my sale , even if this would have been a little more expensive.
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