Solicitors and reasonable timeframes

Beeper

Before I picked the firm I was dealing with someone from marketing. She replied to my emails within a day, which was great. After I emailed to say I’d like to instruct them, I was assigned a case handler and told to direct all questions to him. I don’t think he’s a solicitor but I’ve read that a lot of conveyancing is done under supervision of a solicitor so that’s ok? I had some queries with the paperwork which I emailed to him. I emailed him a week ago, and again 4 or 5 days ago. Yesterday I emailed the marketing lady to check his email was correct and today I have a reply from the case handler, but only replying to one of my three queries. I’m a week into my 28day conveyancing deadline (new build) and I don’t know if anything had been done. My concern is not so much about the deadline but the response time. the last solicitor I dealt with always replied within a couple of days, but a lot of her emails came at 3 or 4 am. So I’m not sure if that’s an extreme and one week to reply is normal. I’m looking for other quotes and may change. Is it ok to change solicitors now? I don’t want the developer to think I’m messing them around either, especially if the case handler’s work is ‘normal’. I’ve emailed him back re: the other queries and asked if anything has started with conveyancing.

G_M

Beeper wrote: »

Before I picked the firm I was dealing with someone from marketing.
Bad sign from the start. I'd have walked away. Decent firms don't have marketing depts.

She replied to my emails within a day, which was great.
Of course she did!

After I emailed to say I’d like to instruct them, I was assigned a case handler and told to direct all questions to him.
OK - that's sensible. You wouldn't want a marketing specialist doing your conveyancing!

I don’t think he’s a solicitor but I’ve read that a lot of conveyancing is done under supervision of a solicitor so that’s ok?
Yes, it's legally OK. But wouldn't you prefer a solicitor or licenced conveyancer doing the bulk of your work, not a student doing a holiday job......?

I had some queries with the paperwork which I emailed to him. I emailed him a week ago, and again 4 or 5 days ago.
How many clients is he dealing with? 20? 50? He s untrained, following a tick-list process, and is over-worked.

Yesterday I emailed the marketing lady to check his email was correct and today I have a reply from the case handler, but only replying to one of my three queries.
He's untrained. He doesn't know the answer to the other queries.

I’m a week into my 28day conveyancing deadline (new build) and I don’t know if anything had been done.
On the plus side, there is no 28 day deadline. The developer will not refuse to sell to you on day 29.

My concern is not so much about the deadline but the response time. the last solicitor I dealt with always replied within a couple of days, but a lot of her emails came at 3 or 4 am. So I’m not sure if that’s an extreme and one week to reply is normal.
As a rule of thumb, you get what you pay for.

I’m looking for other quotes and may change. Is it ok to change solicitors now?
You'll go back to the start of the process, so it means further delay.
You'll be charged for the work done to date by the 1st firm, + the fullconveyancing cost by the 2nd firm.
But yes, you can change if you wish.

I don’t want the developer to think I’m messing them around either, especially if the case handler’s work is ‘normal’. I’ve emailed him back re: the other queries and asked if anything has started with conveyancing.

Was this an online 'conveyancing warehouse', which gave you a nice cheap quote? If yes, how do you think they keep their prices down?

a) the bulk of their staff will be barely trained
b) they'll have huge caseloads
c) there will be restricted client contact

My advice?
a) use a proper firm of solicitors
b) use a local firm you can visit (that way you get answers easily, and can get understandable explanations)
c) check who will be doing the bulk of the work. Yes, a solicitor will have a legal secretary helping with admin, but the solicitor will be your primary contact.

Beeper

Not an online conveyancing warehouse. It’s a firm. I haven’t seen the office but looked through the google reviews. And certainly not cheap which is why I was expecting a better service.

davidmcn

G_M wrote: »

wouldn't you prefer a solicitor or licenced conveyancer doing the bulk of your work, not a student doing a holiday job......?

He's untrained.

Some assumptions here - many of the non-solicitors doing conveyancing are perfectly competent (and possibly formally trained and qualified) paralegals - many superior to some of the jack-of-all-trades solicitors I've encountered.

But whatever the grade of staff doing the work, they do sound like they're overworked.

Can you give us a flavour of the unanswered queries? It's possible they've sidestepped them because they know that they'll be dealt with later in the transaction (though that isn't much of an excuse).

Tiglet2

Do you know if your solicitor has even had the draft contract pack from the developer's solicitors yet? As it's only been a week, it is quite possible that even if the pack had arrived, that no-one has had the chance to look through the documentation yet?

What were your three queries? Would they be answered within the draft documentation?

Beeper

There was a delay (too long to go into) and it caused the start of conveyancing to clash with a long work trip, which I’m currently on. I was in contact with the firm via phone and email before I left the UK. I received the first lot of documents after I left and there are some things in it that I’m unable to do from here, which I told them about and was told it would be ok ie things that need to be sent back. So, it would appear to me that nothing has been done because I haven’t been able to formally instruct them, because of the things I queried, which went unanswered.

Tiglet2

If you haven't formally instructed them, then they won't start any work on your case.

Thrugelmir

Beeper wrote: »

So, it would appear to me that nothing has been done because I haven’t been able to formally instruct them, because of the things I queried, which went unanswered.

What are you querying? If you haven't instructed them to act on your behalf. You are unlikely to receive instanteous service. Fee paying clients will take priority.

Beeper

My query was about sending verified ID. I’m happy to pay them to get it started but it’s not possible for me to get a copy of my ID verified from where I am. I told them that I was going away and where and specifically asked if there was anything I needed to do before leaving and I was told I could do everything via the portal or through email and not to worry. The documents I’ve been sent state differently. While I appreciate paying clients take priority, I’m trying to become a client and I’m hindered by conflicting information provided by them

Tiglet2

They don't need your verified ID to start work, they need you to formally instruct them which you can do by email. As long as they have your verified ID in time for exchange, it won't slow the transaction down. The 28 day exchange is a guideline only. There isn't much they need you to do, but until they are instructed, the developer's solicitor won't receive any contact from your solicitor telling them that they are acting for you.

davidmcn

Tiglet2 wrote: »

They don't need your verified ID to start work

In practice most firms won't want to go too far without getting client ID - in some cases they won't even be able to open the file.