In recent months, we have seen a concerning trend emerging within the conveyancing sector: elderly and vulnerable clients being approached by third-party "agents" and persuaded to instruct large, high-volume conveyancing firms, sometimes referred to as conveyancing factories, often based far away from where the client lives.
These agents present themselves as trusted intermediaries, but in practice, their involvement can compromise client choice, transparency, and the quality of legal service received.
What are Conveyancing Factories?
Conveyancing factories are large operations handling thousands of property transactions at once. They rely heavily on call-centre style processes, online portals, and volume-driven methods rather than personal client care. While they may appear cost-effective on the surface, the reality is that many clients find the experience impersonal, confusing, and at times distressing.
For elderly clients, who may be less confident with online systems or who need face-to-face support, this approach is rarely in their best interests.
How Are Elderly Clients Being Targeted?
Some agents target older homeowners, presenting themselves as helpful advisers. In reality, they are often incentivised by referral fees paid by large conveyancing firms. This means the agent’s motivation is financial gain, rather than ensuring the client receives the right support.
Unfortunately, this can leave vulnerable clients feeling pressured into using a service they have not chosen, and which may not provide the level of care and reassurance they require.
Risks for Elderly Clients
- Lack of Personal Contact: Many large firms operate remotely, making it difficult for clients to speak to the same lawyer twice or to get clear answers promptly.
- Confusion with Technology: Online systems may be difficult for clients who are not comfortable with digital processes.
- Potential for Miscommunication: Important details can be missed when cases are managed in bulk.
- Reduced Safeguarding: Without local, face-to-face advice, it can be harder to ensure vulnerable clients fully understand the process and are making independent, informed decisions.
Why Local, Independent Advice Matters
At Lamb Brooks, we believe clients, particularly elderly and vulnerable ones, deserve clear, tailored advice and the reassurance of working with a solicitor they can trust and meet in person. Conveyancing is not simply a "tick-box" exercise. It often involves sensitive issues, such as ensuring wills and future planning are considered, or making sure decisions are truly in the client’s best interests.
A local solicitor can:
- Provide in-person meetings to explain documents and processes.
- Identify and respond to any safeguarding concerns.
- Offer holistic advice that considers a client’s wider circumstances.
- Ensure the client’s wishes are prioritised, without outside influence.
Protecting Your Loved Ones
If you have elderly relatives who are considering selling or buying property, encourage them to speak directly to a trusted solicitor rather than relying on an "agent" or middleman.
At Lamb Brooks, we are committed to protecting vulnerable clients and providing a personal, supportive conveyancing service. If you are concerned about an elderly family member being approached by an agent or pressured into using a conveyancing factory, our team would be happy to discuss the situation and offer guidance.
Please contact 01256 844888 or enquiries@lambbrooks.com