5 minutes reading time
(975 words)
The Communication Chaos Is Costing You Deals: Why the Property Industry Needs to Catch Up
Buying a home is the most expensive, emotionally loaded purchase of most people's lives - so why is the process still a tangled web of confusion, silence, and stress?
Buying or selling a home should be a landmark life moment — exciting, momentous, hopeful. But for far too many people, it's a minefield of confusion, contradictory updates, missing information, and that crushing feeling that nobody is actually in charge.
It's no wonder that moving home has now officially overtaken divorce and bereavement as the most stressful experience in people's lives.
Yet it doesn't have to be this way.
Buying or selling a home should be a landmark life moment — exciting, momentous, hopeful. But for far too many people, it's a minefield of confusion, contradictory updates, missing information, and that crushing feeling that nobody is actually in charge.
It's no wonder that moving home has now officially overtaken divorce and bereavement as the most stressful experience in people's lives.
Yet it doesn't have to be this way.
A Broken System: Too Many Voices, Not Enough Clarity
If you're in the property world, you'll already know: a typical transaction involves an estate agent, one or more solicitors, a mortgage broker, a surveyor, and of course the buyer and seller themselves. Each of these parties is using their own preferred mode of communication — email, phone, text, WhatsApp, letters and increasingly, client portals that barely get checked.
The result? Total disarray.
Buyers are expected to juggle updates from at least five different people, in five different formats, on five different timelines.
Meanwhile, agents get blamed when buyers or sellers are left in the dark.
Solicitors are flooded with status update requests that steal up to 80% of their working day — time that could be spent actually progressing the file but instead, they're wasting it on the phone trying to keep on top of the rising tide of complaints and requests for updates. And let's not even get started on the inbox black hole where good intentions go to die…
The result? Total disarray.
Buyers are expected to juggle updates from at least five different people, in five different formats, on five different timelines.
Meanwhile, agents get blamed when buyers or sellers are left in the dark.
Solicitors are flooded with status update requests that steal up to 80% of their working day — time that could be spent actually progressing the file but instead, they're wasting it on the phone trying to keep on top of the rising tide of complaints and requests for updates. And let's not even get started on the inbox black hole where good intentions go to die…
WhatsApp: Convenient, Yes. Secure? Not Even Close.
The trend of estate agents using WhatsApp to stay in touch with clients may seem helpful, but it introduces serious risks. Messages get lost. Sensitive information floats unsecured. And worse, there's no record trail, no accountability, no structure – for the agent as well as all parties within the home buying and selling process.
When communication becomes so fragmented, stress multiplies. Misunderstandings erupt. Trust evaporates. And deals fall through.
In fact, one in three property transactions currently collapse before completion — and poor communication is one of the leading culprits. That's bad news for agent pipelines, their stress levels and the ultimate frustration of their fee-paying clients.
When communication becomes so fragmented, stress multiplies. Misunderstandings erupt. Trust evaporates. And deals fall through.
In fact, one in three property transactions currently collapse before completion — and poor communication is one of the leading culprits. That's bad news for agent pipelines, their stress levels and the ultimate frustration of their fee-paying clients.
Why Clients Are Desperate for Updates
There's a deeper psychological factor at play here: when buyers or sellers ask for an update, it's not because they want a ten-minute explanation — they just want reassurance that something is happening. There's nothing worse than being put into the position of dealing with strangers and being stonewalled by silence when they're paying for a service.
But most professionals are reluctant to give updates unless there's a major development. This creates a communication vacuum — and in that silence, anxiety thrives.
Think about it: clients are transferring hundreds of thousands of pounds (sometimes their life savings) to strangers. They don't know what's supposed to happen next. And all too often, they're simply left to guess.
They feel forgotten. And forgotten clients become frustrated clients. Who often leave bad reviews.
Imagine being sat in a restaurant waiting to be served and feeling like the waiters are ignoring you. Do you feel the urge to complain or just walk out and then write a review on social media warning people not to suffer the same fate?
But most professionals are reluctant to give updates unless there's a major development. This creates a communication vacuum — and in that silence, anxiety thrives.
Think about it: clients are transferring hundreds of thousands of pounds (sometimes their life savings) to strangers. They don't know what's supposed to happen next. And all too often, they're simply left to guess.
They feel forgotten. And forgotten clients become frustrated clients. Who often leave bad reviews.
Imagine being sat in a restaurant waiting to be served and feeling like the waiters are ignoring you. Do you feel the urge to complain or just walk out and then write a review on social media warning people not to suffer the same fate?
Solicitors: Overworked and Under Siege
We're seeing it everywhere: solicitors expressing frustration on LinkedIn, complaining about the constant pressure to give updates. Many feel their role is to "just get on with the job," not to hold hands. They're working to razor-thin margins, often underpaid compared to agents earning multiples of their fee.
But here's the disconnect: clients aren't asking for long calls. They're just asking not to be ignored!
And that's where the current system fails everyone. And it's costing them a fortune!
We're seeing it everywhere: solicitors expressing frustration on LinkedIn, complaining about the constant pressure to give updates. Many feel their role is to "just get on with the job," not to hold hands. They're working to razor-thin margins, often underpaid compared to agents earning multiples of their fee.
But here's the disconnect: clients aren't asking for long calls. They're just asking not to be ignored!
And that's where the current system fails everyone. And it's costing them a fortune!
Enter WiggyWam: The Stress-Free Project Management Space for Property Deals
At WiggyWam, we've reimagined the entire communication process.
Our secure property workspaces becomes the single source of truth for all parties involved — buyer, seller, estate agent, solicitor, surveyor, mortgage broker — everyone can be invited into one central, secure workspace to manage the property deal through to completion.
At WiggyWam, we've reimagined the entire communication process.
Our secure property workspaces becomes the single source of truth for all parties involved — buyer, seller, estate agent, solicitor, surveyor, mortgage broker — everyone can be invited into one central, secure workspace to manage the property deal through to completion.
What does that mean for your agency or conveyancing practice?
This isn't just about making things easier. It's about reducing fall-throughs, cutting weeks off completion times, and restoring client confidence in your service.
- A single point of contact. No more endless email chains, scattered WhatsApps, or chasing updates from five different people across different platforms.
- One-click updates. Solicitors or agents can simply tick a box to indicate progress. No calls required. No interruptions. Yet the client is kept fully informed at all stages and everyone gets the same message – no more things being lost in translation.
- Custom update tempo. Want to update clients weekly, fortnightly, or only on milestones? Agree the tempo with your clients once per transaction and go.
- Direct messaging, voice, and video calls. All done within the platform, all secure, and all conversations are fully downloadable for transparent record-keeping.
- Total transparency. Everyone knows what's happening, when, and by whom.
This isn't just about making things easier. It's about reducing fall-throughs, cutting weeks off completion times, and restoring client confidence in your service.
The Bigger Picture: A Simpler, Safer, More Human Process
Buying a home should feel hopeful, not harrowing. Clients shouldn't be left wondering if their money is safe, their solicitor is working on their file and hasn't forgotten about them, or that their move is in jeopardy.
By centralising communication through WiggyWam, we bring clarity, calm, and control to a process that's desperately lacking all three.
It's time to evolve. For your clients. For your team. For your sanity.
Ready to simplify the chaos and stand out in a crowded market?
Register now - or book a free demo with WiggyWam today and discover how effortless it is to transform your communication process — and your client experience.
Buying a home should feel hopeful, not harrowing. Clients shouldn't be left wondering if their money is safe, their solicitor is working on their file and hasn't forgotten about them, or that their move is in jeopardy.
By centralising communication through WiggyWam, we bring clarity, calm, and control to a process that's desperately lacking all three.
It's time to evolve. For your clients. For your team. For your sanity.
Ready to simplify the chaos and stand out in a crowded market?
Register now - or book a free demo with WiggyWam today and discover how effortless it is to transform your communication process — and your client experience.
Stay Informed
When you subscribe to the blog, we will send you an e-mail when there are new updates on the site so you wouldn't miss them.
Comments