In this special National Conveyancing Month edition of the Today’s Conveyancer Podcast, host David Opie welcomes Convey Law Managing Director Janine Wellington to discuss her views on talent, training, culture, and the systemic challenges facing modern conveyancing.

In a career which has taken her from fee earner to senior leader, Wellington discusses the challenges the profession faces in attracting and retaining conveyancers; at a time when in their heart or hearts, most conveyancers would hesitate to recommend the career to their own children!

Wellington shares how Convey Law have implemented structured training, progression pathways, and pastoral support, including; a multi‑stage “Convey Law Pathway” combining practical training, academic modules; a strong emphasis on developing resilience, tenacity, and confidence; clear progression ladder; and a culture that encourages juniors to ask questions, set boundaries, and develop people‑skills essential for client care.

She acknowledges she benefits from the time, money, and technology investment the firm can make by virtue of its size but with many firms still reliant on outdated systems or a lack of dedicated training structures, career development harder to achieve.

The prevalence of hybrid working brings additional obstacles as the traditional model of “learning by osmosis”, sitting beside experienced colleagues, listening to calls, and gaining confidence through constant informal interaction, is diminished.

Culture, regulation, AML and due diligence, tax advisers status, digitisation are all topics the podcast as the discussion meanders around the rigors of coalface conveyancing.

Despite everything though, Wellington is optimistic. She believes the profession can return to being a rewarding, respected career. Better fees, better recognition, and clearer guidance are essential. Above all, she insists, people will always need to buy and sell homes; the industry has no choice but to evolve.

The Today's Conveyancer podcast can be found on your preferred podcast provider and also at www.todaysconveyancer.co.uk. Subscribe and listen in for all the latest conveyancing industry news and views.

Thank you to our podcast sponsors LEAP Legal Software, Moneypenny and Compass.

The latest episode of the Today’s Conveyancer podcast welcomes Senior Ombudsman at the Legal Ombudsman (LeO) Clair Daniel to explore the current landscape of legal complaints handling, the challenges facing firms, and the strategic work underway to improve first‑tier resolution across the legal sector.

The backdrop to the discussion is the increase in the number of cases in which LeO identify poor complaints handling, up from 46% in 2023/24 to 49% in 2024/25; and efforts to stop complaints at source by equipping firms to better deal with issues before they become complaints.

Daniel says demand for LeO’s services has risen sharply, across all areas of law, with several likely drivers: rising customer expectations shaped by instantaneous digital communication, cost‑of‑living pressures increasing the inclination to complain, and sheer volume of transactions. Communication and delay remain the two most common causes of complaint—together accounting for around 47% of complaints. Often, complaints arise from mismanaged expectations, such as unclear service‑level agreements or clients misunderstanding the steps and timeframes in transactions.

There is the increasing role AI plays in complaints to consider. LeO is increasingly seeing (as are firms) consumers rely on tools such as ChatGPT or Microsoft Copilot to produce lengthy, formalised, and at times overly legalistic complaints, complete with copied‑and‑pasted case law. While understandable, this can hinder early, informal resolution. She encourages firms to avoid mirroring an escalated tone, instead refocusing on the core issue and maintaining a professional, calm approach.

Keen to dispel misconceptions about LeO Daniel reiterates the ombudsman is strictly impartial and supports firms as much as consumers, including dismissing complaints where service has clearly been reasonable. To help firms get matters right at first tier, LeO provides resources such as the technical advice desk, sector insights, and forthcoming Model Complaints Resolution Procedure, complete with templates and toolkits. A new learning platform with training and webinars is scheduled for 2026.

Listen in to hear more about LeO's attitude to setting and managing client expectations early, strategies to handle AI‑generated complaints effectively, and internal communication and processes that reduce escalation risk and improve client trust.

The Today's Conveyancer podcast can be found on your preferred podcast provider and also at www.todaysconveyancer.co.uk. Subscribe and listen in for all the latest conveyancing industry news and views.

Thank you to our podcast sponsors LEAP Legal Software, Moneypenny and Compass.

The latest Today's Conveyancer Podcast welcomes two of the property industry’s most outspoken voices: Peter Ambrose, Managing Director of The Partnership, and Russell Quirk, co‑founder and director of Proper PR. Both are known for their forthright views and are regular contributors to property discourse. Both have been on the podcast before and arrive ready to dissect the challenges facing home buying and selling in early 2026.

In a lively and combative discussion they trade blows on conveyancing, estate agency, risk, reform and changing client expectations.

Interestingly both conveyancing and estate agency share similar challenges; they both need to retain good staff, with the rise of the consultancy model quietly removing capacity from the system. They both need to deal better with pressure from clients, delays, and rising levels of frustration.

How then to tackle the issue? Typically radical, Quirk suggests a model whereby estate agents take on more of the legal work, like the Florida model where agents handle contracts and insurance replaces much of the legal process. Ambrose pushes back, pointing to the UK’s unique land ownership structure and the central role of mortgage lenders. Insurance, he says, can help, but it cannot replace due diligence.

There is also a widening gap between perception and reality. Social media may be full of doom, he says, but the data shows a functioning market - albeit one split between a sluggish top end and a buoyant sub‑£1.5m segment. His criticism is sharp: too many agents overvalue, under‑deliver, and lack the skills older generations took for granted.

What they do agree on is this: the system is slow, expectations are rising, and change is overdue. But whether that change comes from technology, insurance, regulation or cultural shift remains a live debate.

An entertaining and hugely insightful episode from two of the property sector's most knowledgeable voices.

The Today's Conveyancer podcast can be found on your preferred podcast provider and also at www.todaysconveyancer.co.uk. Subscribe and listen in for all the latest conveyancing industry news and views.

Thank you to our podcast sponsors LEAP Legal Software, Moneypenny and Compass.