IPSA Kind of Magic: “Happy Clients Stick: How to Keep Clients Smiling”
Happy Clients Stick — And Here’s Why
These days, it can feel like great service is a thing of the past. You’re routed through call centres, left on hold, or directed to a chatbot that doesn’t quite understand the question. Even when you do speak to someone, they might not have the knowledge or authority to help.
And yet, the need for proper, personal service hasn’t gone away. In fact, the desire for it is stronger than ever.
One simple statistic says it all: 73 percent of consumers are willing to go out of their way to do business with companies that offer great customer service.
That’s what we’re exploring on this week’s episode of IPSA Kind Of Magic, going live at 1pm on today on LinkedIn.
At first glance, this podcast might seem like it’s about two separate things: on one hand, we’re talking about the true value of customer service in today’s world. On the other, we’re showcasing the quality, consistency and care that IPSA members bring to their local work - in this case, through the experience of Whitefield Legal Services.
But the truth is, these aren’t two conversations. They’re one.
Because when customer care is done well - when it’s grounded in local knowledge, delivered by real people, and built around what the client actually needs - you get exactly the kind of service IPSA exists to promote.
Chairing the conversation is Gareth Wax, who also produces and directs the series. He’s joined by conveyancing collaborator Hamish McLay, whose practical perspective always helps to root things in the day-to-day. They’ll be speaking with returning contributors Bharti Bhuva and Sharon Whitney from Whitefield Legal Services - professionals known for doing the job with care and clarity.
As always, there’s no script. Everyone brings their own insight. Expect a conversation that acknowledges the frustrations many people now feel - and the simple, human answers that still work best.
At IPSA, we believe in local people with local knowledge doing local work. Our members answer the phone when it rings. They don’t pester or upsell. They don’t hide behind portals or policies. They just help - and that’s what sticks.
This podcast is live at 1pm, and the episode is recorded too, so you can catch up whenever suits. We genuinely welcome questions and feedback, both during the live session and afterwards.
Whether you’re in conveyancing, legal services, or you’ve just had enough of bad service and want to hear how it can be better - get there. Be part of it.
P.S. Don’t forget, if you’re interested in contributing to this or upcoming episodes, or even want to get some questions raised or leave us with comments, feel free to reach out through hamish@ipsa-online.org.uk
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Property Matters: “£600m for Construction Skills – Gamechanger or Yet More Growing Pains?”
“Rachel from accounts” has just signed off on £600 million for construction skills training - and reactions have been mixed. Shadow Chancellor Rachel Reeves may be aiming to show bold intent. However, for many in the sector, there’s a familiar feeling: big headline, big number, yet serious questions remain about whether it will truly make a difference.
The construction industry has seen this pattern before. Ambitious pledges, high expectations, then the same obstacles — too few workers, limited skills, and insufficient support on the ground to deliver at scale.
Yes, investment is welcome. The demand for skilled workers is undeniable across housebuilding, retrofitting, and infrastructure. More people entering the industry sounds positive, though it’s not just about volume. Build quality has been under scrutiny for years. Whether you’re in conveyancing, development, or planning, you’ve likely come across the consequences of substandard workmanship.
So, the question remains: can this investment help raise standards, or are we risking more of the same?
A major concern is training delivery. The most knowledgeable and skilled individuals - the ones who know how to do the job properly - are already in short supply on sites. Moving them into training roles may support future growth yet could weaken current delivery capacity. Striking the right balance won’t be easy.
Who will decide exactly where the money is to be spent? Will this be part of a joined-up, long-term strategy or just another short-lived initiative?
Training people is only half the battle - retaining, supporting, and ensuring they’re part of a respected sector is equally important. Too many new starters leave within a short time, often discouraged by life on site or lack of progression.
This is the backdrop to what we will discuss on our Property Matters podcast, live at 1pm today. Maybe it should be re-named Construction Matters!
Hamish McLay will be joined in conversation by Michelle Carr, known for her straightforward, no-nonsense approach. We’ll be reasoning what this funding might actually achieve - and what still needs to be addressed. Gareth Wax, our chair, Producer and Director, will also guide the session and keep the discussion focused.
It’s not about easy answers. It’s about having the right conversation — at the right time — for an industry that urgently needs clarity, consistency, and confidence.
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"Safety Stalled: Why Is Cladding Remediation Not Moving Faster?"
Do we feel that those in power are actively removing the dangers of questionable and dangerous cladding from residential properties quickly enough?
Here’s a recent update from Wales: “A Welsh committee chair seeks clarity on why safety work has not been completed on 98% of buildings.” You can find more on this in an article from Inside Housing that’s well worth a read at www.insidehousing.co.uk.
In other news this week, Stephen May, a stalwart of our Cladding Matters podcast and a resident at Royal Artillery Quays (RAQ) — severely affected by builder neglect in terms of safety — will report back after his evening meeting with Greenwich Council. Unfortunately, his MP had prior commitments and couldn't attend. This meeting was crucial, given the severe issues prompted by the builders (formerly Barratt Homes, now Barratt Wimpey), who failed to show up.
Barratt-Wimpey is responsible for the dangerous state of RAQ, a development notorious for its subpar construction quality and widely known non-compliance with building standards. Following a London Fire Brigade Enforcement Notice, one would expect some form of action or at least a constructive statement from the builder.
Turning our attention elsewhere, it’s interesting to note an ad for Fire Risk Assessors which sparked quite the reaction from an experienced assessor: "I’m happy to be challenged, but seriously, conducting 3-4 assessments in a morning and then typing up reports in the afternoon? What are they assessing, sheds?"
The comment underscores the dire shortage of Fire Risk Assessors, highlighted by the 732 open positions at Totaljobs alone - a situation that paints a bleak picture for the industry across the nation, considering the volume of new builds and required assessments.
Building safety updates: As of January 2025, about 29% of UK buildings over 11 meters have completed cladding remediation, with an alarming 52% yet to begin. Enforcement actions are ramping up under new regulations, including the Building Safety Act, aiming for all remedial work to be completed by mid-2027
Join us for these updates and more on our Cladding Matters podcast, airing at 1:00pm on Friday. As always, if you can't join live, the session will be recorded for later viewing. Along with Stephen May, our legal expert Zahrah Aullybocus and Wendy Gibson, who is committed to helping first-time buyers find safe homes, will join the discussion. Hamish McLay, our conveyancing collaborator, will also be there, all under the watchful eye of our host and producer, Gareth Wax.
Remember, if you’re unable to attend live, the recording will be available to accommodate your schedule.
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Conveyancing Quorum - Collaboration Coffee Morning: Raising a Cup to Conveyancers’ Commitment
Today we celebrate the professionals keeping property transactions moving.
Conveyancers don’t always get the recognition they deserve. They’re the ones behind the scenes, making sure property transactions don’t fall apart, juggling compliance, risk management, and an increasingly complex system. Yet, when things slow down, guess who gets the blame?
The public perception. “Why is my case taking so long?” “I never hear from my solicitor!” “Why are the fees so high?” The reality? Many conveyancers are drowning in files, firefighting issues beyond their control, and trying to keep up with constant changes. Communication is key, but when you’re knee-deep in legal work, responding to every email within minutes isn’t always realistic.
That’s why Collaboration Coffee Morning matters. It’s a space to connect, share experiences, and talk about ways to improve things—whether that’s through better communication, fairer workloads, or just reminding people why good conveyancers are worth their weight in gold.
Joining the discussion, we have Juliet Baboolal, distinguished property lawyer and partner at gunnercooke, alongside Chris Gilsenen of Root Home, an expert investor and developer. Hosting the conversation is Gareth Wax, producer and director, bringing his insight to the discussion.
Have you got your coffee? Great to have you joining. Catch up later, if you’ve missed us live as it’s time to raise a cup to the people who make property transactions happen. ☕
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Collaboration Coffee Morning: Raising a Cup to Conveyancers’ Commitment
Join us at 10 AM on LinkedIn—live or on replay—to celebrate the professionals keeping property transactions moving.
Conveyancers don’t always get the recognition they deserve. They’re the ones behind the scenes, making sure property transactions don’t fall apart, juggling compliance, risk management, and an increasingly complex system. Yet, when things slow down, guess who gets the blame?
Over the years, their workload has exploded. More checks, more regulations, more client expectations—but fees haven’t exactly kept up. Meanwhile, the enquiry stage now drags on for 56 days—double what it was in 2007. Sellers’ conveyancers, under pressure to meet service levels, often send out incomplete packs, leading to yet more delays. The result? Frustrated clients, overwhelmed professionals, and a process that feels harder than it should be.
And then there’s public perception. “Why is my case taking so long?” “I never hear from my solicitor!” “Why are the fees so high?” The reality? Many conveyancers are drowning in files, firefighting issues beyond their control, and trying to keep up with constant changes. Communication is key, but when you’re knee-deep in legal work, responding to every email within minutes isn’t always realistic.
Meanwhile, the conveyancing landscape is shifting. The biggest 7% of firms handle nearly half of all transactions, while 62% of smaller firms share just over 10% of the market. And here’s the kicker: conveyancer numbers have dropped by 15% since 2021, while transaction volumes are expected to rise by 6% in 2025. Fewer people, more work. It’s no wonder many professionals feel stretched thin.
That’s why Collaboration Coffee Morning matters. It’s a space to connect, share experiences, and talk about ways to improve things—whether that’s through better communication, fairer workloads, or just reminding people why good conveyancers are worth their weight in gold.
Joining the discussion, we have Juliet Baboolal, distinguished property lawyer and partner at gunnercooke, alongside Chris Gilsenen of Root Home, an expert investor and developer. Hosting the conversation is Gareth Wax, producer and director, bringing his insight to the discussion.
So, grab a coffee and join the conversation at 10 AM on LinkedIn. Whether you tune in live or catch up later, it’s time to raise a cup to the people who make property transactions happen. ☕
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IPSA Kind of Magic: "Shining A Light On Our Conveyancing Clients' Success."
It is National Conveyancing Week, and with our great solicitors working flat out, the members of IPSA - Association of Independent Personal Search Agents, are also working to support the needs of their conveyancing clients
Whilst not under the same level of duress as our conveyancers, we strive to support the significant savings that can be made on behalf of their clients.
Hosted by Gareth Wax, joining today is Heather Poole-Gleed, Ryan Hobson, Jackie Dyson and Hamish McLay all representing IPSA Executive Board to celebrate our Conveyancing Clients in National Conveyancing Week.
Don’t forget if you missed us live, ensure you catch the recording.
We value any input you can give us and really enjoy your participation! And do feel free to reach out through hamish@ipsa-online.org.uk
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Conveyancing Matters - The Conveyancing Connection: Why First-Time Buyers Need a Club
As National Conveyancing Week continues we have our second podcast of the week.
The guest for today, Wendy Gibson, is a breath of fresh air through the mist for the first time buyer. Wendy, with a significant exerience within the property sector is also the founder of The First Time Buyers Club.
A first-time buyer club can so help in demystifying the whole process, offering invaluable guidance and support. Conveyancing is all about changing ownership, it’s the process that people go through to achieve this simple where the help is needed.
Today’s podcast, live at 1pm on LinkedIn will point people in the right direction for their conveyancing journey, these are just a few of the topics that Wendy could mention and show some of the guidance a club can help you with:
1. Expert Conveyancing Guidance: Property laws can be complex. These clubs provide access to skilled conveyancers
2. Navigating Financial Hurdles: Understanding the full range of purchasing costs is crucial, Stamp Duty is just changing, for example. Get some help in being prepared ahead of time
3. Challenges with Lifetime ISAs: What’s happening here? Would you want to pay a punitive charges for exceeding limits? Clubs actively campaign for more adaptable rules to maximize the benefits of these savings schemes
4. Proactive Problem Resolution: Unexpected issues during the home-buying process is common, and buyer clubs offer solutions and support to navigate these challenges effectively
5. Community and Shared Knowledge: There's shared experiences and knowledge within a buyer's club. It’s a community where members can learn from each other’s experiences.
6. Legislative Advocacy: Buyer clubs don’t just support individual members; they advocate for broader changes that can make home buying more accessible for everyone.
These clubs are not just about navigating paperwork; they’re about fostering a community that empowers first-time buyers to make informed decisions and enter the housing market with confidence.
Conveyancers are crucial, where do you find them, or Mortgage Brokers too, for that matter. Good seeing you at our podcast hosted by the esteemed Gareth Wax, director and producer as he speaks with Wendy on such important matters.
Didn’t make it at 1:00, tune into the recording afterwards.
watch video on watch page
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Conveyancing Matters - The Conveyancing Connection: Why First-Time Buyers Need a Club
As National Conveyancing Week continues we have our second podcast of the week. While our conveyancers are the key to our successful and risk assessed move to our first owned home, there is always much more to think about than could be envisaged.
The guest for today, Wendy Gibson, is a breath of fresh air through the mist for the first time buyer. Wendy, with a significant exerience within the property sector is also the founder of The First Time Buyers Club.
For the seasoned property buyers and sellers, changes brought about through legislation over the last few years have made the conveyancing process all the more riddled, like our roads and highways, with potholes.
What then for the newbie entering the housing market? It’s a big step anyway, filled with legal jargon and significant decisions. Help through the sort of turmoil created can be an absolute blessing, even figuring out where to start.
A first-time buyer clubs can so help in demystifying the whole process, offering invaluable guidance and support. Coneyancing is all about changing ownership, it’s the process that people go through to achieve this simple where the help is needed.
Today’s podcast, live at 1pm on LinkedIn will point people in the right direction for their conveyancing journey, these are just a few of the topics that Wendy could mention and show some of the guidance a club can help you with:
1. Expert Conveyancing Guidance: Property laws can be complex. These clubs provide access to skilled conveyancers
2. Navigating Financial Hurdles: Understanding the full range of purchasing costs is crucial, Stamp Duty is just changing, for example. Get some help in being prepared ahead of time
3. Challenges with Lifetime ISAs: What’s happening here? Would you want to pay a punitive charges for exceeding limits? Clubs actively campaign for more adaptable rules to maximize the benefits of these savings schemes
4. Proactive Problem Resolution: Unexpected issues during the home-buying process is common, and buyer clubs offer solutions and support to navigate these challenges effectively
5. Community and Shared Knowledge: There's shared experiences and knowledge within a buyer's club. It’s a community where members can learn from each other’s experiences.
6. Legislative Advocacy: Buyer clubs don’t just support individual members; they advocate for broader changes that can make home buying more accessible for everyone.
These clubs are not just about navigating paperwork; they’re about fostering a community that empowers first-time buyers to make informed decisions and enter the housing market with confidence.
Conveyancers are crucial, where do you find them, or Mortgage Brokers too, for that matter. Come along to the podcast hosted by the esteemed Gareth Wax, director and producer as he speaks with Wendy on such important matters.
Can’t make it at 1:00, tune into the recording afterwards.
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"Local Knowledge, National Stage: Independent Conveyancers Week"
To welcome National Conveyancing Week (NCW), we’re presenting additional podcasts that acknowledge the significant contributions of conveyancers across the country. This is particularly timely given the looming Stamp Duty deadline on March 31st. With many conveyancers tied up until April Fool's Day – this is aptly named for the day's celebrations as it highlights the ironic situation they face. Here’s to the diligent property lawyers working tirelessly for their clients.
This week, it appears the spotlight is on other stakeholders aiming to influence ConveyancingLand, with one notable exception - Thursday morning! Join us for Collaboration Coffee Morning this Thursday at 10am. It's a prime opportunity to tune into our special edition of Property Quorum, aptly renamed Conveyancing Quorum in honor of NCW. While property issues are our usual fare, this week focuses on conveyancing and collaboration.
Our podcasts are all hosted by the inimitable, Gareth Wax, director and producer. Our “Local Conveyancing Week” offers a chance for a Collaboration Coffee at lunchtimes around 1pm. We’re hosting at least four live podcasts at that time for you to enjoy your coffee collaboratively. And don’t worry about any SDLT meltdown, as all sessions are recorded. Today marks the start with the 1pm podcast "Conveyancing Matters," titled "Local Knowledge, National Stage: Independent Conveyancers Week."
Hosted by the renowned Gareth Wax, it's a celebration of our conveyancers' excellence. Tuesday features Wendy Gibson from the First Time Buyers Club discussing the pivotal role of conveyancing for market newcomers during the Conveyancing Matters session. Wednesday brings a live LinkedIn session at 1pm, IPSA Kind of Magic, with "Recognising Clients: NCW Celebrations with IPSA" by members of the IPSA Executive Board. Later this year as well we will be celebrating our 20th anniversary of client collaboration. IPSA of course being The Association of Independent Personal Search Agents.
Thursday’s Conveyancing Quorum at 10 PM discusses the critical role of conveyancing in property transactions and the advantages of close collaboration with property lawyers. Friday’s session will discuss the implications of the Cladding Scandal on conveyancing during our Cladding Matters podcast, along with other crucial updates.
Lastly, we're excited to announce our new YouTube channel “Spilling The Proper-Tea,” launching this week. While it's currently content-free, that will change by tomorrow. Don’t miss our National Conveyancing Week podcast launch today at 1pm, where we’ll reveal what the title of the YouTube channel is all about. If you can’t make it, catch the recording later.
watch video on watch page
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"Local Knowledge, National Stage: Independent Conveyancers Week"
To welcome National Conveyancing Week (NCW), we’re presenting additional podcasts that acknowledge the significant contributions of conveyancers across the country. This is particularly timely given the looming Stamp Duty deadline on March 31st.
With many conveyancers tied up until April Fool's Day – this is aptly named for the day's celebrations as it highlights the ironic situation they face.
Here’s to the diligent property lawyers working tirelessly for their clients. This week, it appears the spotlight is on other stakeholders aiming to influence ConveyancingLand, with one notable exception - Thursday morning!
Join us for Collaboration Coffee Morning this Thursday at 10am. It's a prime opportunity to tune into our special edition of Property Quorum, aptly renamed Conveyancing Quorum in honor of NCW. While property issues are our usual fare, this week focuses on conveyancing and collaboration. Our podcasts are all hosted by the inimitable, @DJBongoMakesYouBounce @manypurplehats , director and producer.
Our “Local Conveyancing Week” offers a chance for a Collaboration Coffee at lunchtimes around 1pm. We’re hosting at least four live podcasts at that time for you to enjoy your coffee collaboratively. And don’t worry about any SDLT meltdown, as all sessions are recorded.
Today marks the start with the 1pm podcast "Conveyancing Matters," titled "Local Knowledge, National Stage: Independent Conveyancers Week." Hosted by the renowned Gareth Wax, it's a celebration of our conveyancers' excellence.
Tuesday features Wendy Gibson from the First Time Buyers Club discussing the pivotal role of conveyancing for market newcomers during the Conveyancing Matters session.
Wednesday brings a live LinkedIn session at 1pm, IPSA Kind of Magic, with "Recognising Clients: NCW Celebrations with IPSA" by members of the IPSA Executive Board. Later this year as well we will be celebrating our 20th anniversary of client collaboration. IPSA of course being The Association of Independent Personal Search Agents.
Thursday’s Conveyancing Quorum at 10 AM discusses the critical role of conveyancing in property transactions and the advantages of close collaboration with property lawyers.
Friday’s session will discuss the implications of the Cladding Scandal on conveyancing during our Cladding Matters podcast, along with other crucial updates.
Lastly, we're excited to announce our new YouTube channel “Spilling The Proper-Tea,” launching this week. While it's currently content-free, that will change by tomorrow. Subscribe here: youtube.com/@SpillingTheProper-Tea.
Don’t miss our National Conveyancing Week podcast launch today at 1pm, where we’ll reveal what the title of the YouTube channel is all about. If you can’t make it, catch the recording later.
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12 March 2025