I’ve just moved house and am still recovering from the experience. Having last moved 11 years ago I expected that technology would have changed things in the interim, but it seems that the process is still paper-based, slow and (as far as I can see) incredibly inefficient. If you ever wondered who still uses a fax machine, look no further than solicitors………
It starts so well. The front-end of house buying is now pretty much web-based. So there’s no more peering through the windows of estate agents as you can set your criteria and instantly bring up potential properties that you are interested in. In fact there could be too much information available – we took the virtual tour of our house off our details as we worried that people could be making up their minds based on that, rather than coming for a viewing. The technology used to gather these details is also pretty high tech – with drone cameras taking aerial photos for example.
However once you’ve had your offer accepted, the back office processes revert to paper – based on my experiences, here are five areas that seem ripe for digitisation:
1 Paper-based forms
Some documents, such as Land Registry files and searches, are now all online, making it much quicker to access them. But a lot more aren’t – the fixtures and fittings form is still paper-based for example, meaning it has to be posted and scanned at the other end. By mandating that all communication is electronic, the whole process could be much quicker, more environmentally friendly and less stressful.
2 Real-time communications
We wondered why we always got emails sent on behalf of our solicitor just after 4pm. Then we realised – he’d dictated them to his PA in time to get them in the post, but rather than appearing as a letter it had just been turned into an email. While this saves some time it doesn’t deliver real-time answers that people demand (and which could dramatically speed up the process).
3 Getting a mortgage
Criteria for mortgage applications have been tightened following the easy lending that preceded the banking crash. That’s understandable, but there’s no common sense in the process now. It took weeks to get a telephone appointment with our bank to go through our personal details and outgoings – and then when the mortgage rate changed we had to do the whole thing again in order to get a better deal. And we had to talk to the same advisor (who was on holiday), adding more time to the process. Being able to re-use answers you’ve already provided, within a reasonable timeframe, would be more efficient for the bank as well as avoiding customer frustration.
4 Money transfer
On completion day, it takes forever for the purchases to take place. The money from the purchaser at the bottom of the chain goes to the solicitor for the house they are buying, who then pays the next person and so on. This is all logical but is incredibly slow – in an era of online banking where you can transfer money instantly, this is another area that needs addressing as it is inefficient and time-consuming. Our buyer’s removal van was waiting outside our (old) house for the money to go through – it then took another hour to complete on our purchase.
5 Changing address
After you’ve moved you then need to update your details with everyone from your bank to HMRC. What amazes me is how difficult some people make this. In an online world you’d imagine it would be straightforward to change the address a magazine subscription is delivered to – but in many cases I’ve had to email to get details changed rather than just amending my address online. A central portal to change all your official details might sound a bit Big Brother to some people but I would prefer it to having to wade through hundreds of sites, remembering seldom-used passwords in order to tell companies I’ve moved.
As you can probably tell, the whole moving process has left me frustrated at the missed opportunities to speed things up and make it more efficient for everyone. I don’t think it is on any party manifesto, but reforming house buying would surely be a vote winner given the stresses and traumas it creates. And having moved into our lovely new house, I won’t be leaving in a hurry…………..