HPA Solicitors — Admin Support Tool

— The path

From new starter to SAIL rep

You don't need to memorise anything. You need to understand it. Tap a stage to jump straight in.

Stage 01 · Groundwork

Understand conveyancing

What a sale actually involves, freehold versus leasehold, the journey from instruction to completion, and the words clients throw at you. Get this and the pitch makes sense on its own.

Stage 02 · The pitch

Learn the initial call

Qualify, deliver the quote, hit the USPs that matter to them, handle the pushback, book the next call. Every line comes with the reason it's there — that's the part that makes you confident.

Stage 03 · The conversion

Learn the follow-up call

Day-one hot leads, blocker calls, price match. The initial call earns the right to this one — here you find what's really stopping them and close it.

— The whole idea

Why we teach the logic

The principleExplaining, not reading

A rep who reads a script sounds like a rep reading a script. A rep who understands conveyancing is just having a conversation — and when an objection comes, they're not thrown by it, because they already know why we do things the way we do.

10×

Sales gets easier when you understand what you're selling. Learn the reasoning behind the pitch and every objection becomes something you can talk through calmly.

— How to use this tool

Four things to know

Learn vs LiveTop-right toggle

Learn shows the logic behind every line so you understand it. Live hides it, leaving just the lines and the cues — for when you're actually on a call and need to glance.

Study in Learn. Dial in Live.

SearchPress ⌘K

Hit ⌘K (or Ctrl+K) any time to search every script, term and file type. Type "leasehold", "price match", "estate agent" — whatever the client just said — and jump straight there.

CopyTap any gold line

Every gold quote block is click-to-copy. Tap it and it's on your clipboard, ready to drop into Notion notes or an email.

Try itTap this line — it copies.

Colour codeRead the temperature

Status colours run through the whole tool. Learn them once:

Hot · buyer found Warm · offer, blocker

Luke · listed, no offer Cold · just comparing

Red · flag / careGold · watch outGreen · safe / do

— The basics

What is conveyancing?

Plain EnglishThe legal side of moving

Conveyancing is the legal process of transferring a property from one owner to another. When someone sells or buys a house, a conveyancer handles the contracts, the searches, the money and the registration so that ownership changes hands properly and safely.

Our leads are mostly sellers who've requested a quote online. So when you're on the phone, picture their side of it: they own a property, they're selling it, and they need a firm to do the legal work.

Four job typesWhat a firm does

Sale	Selling a property. Most of our quotes. We act for the seller.
Purchase	Buying a property. Extra steps — searches, mortgage, stamp duty.
Remortgage	New mortgage on a property they're keeping. No sale involved.
Transfer of equity	Adding or removing a name on the title — often divorce or gifting.

A "sale and purchase" together is two files — they're selling one and buying another, usually in a chain.

— The big distinction

Freehold vs leasehold

This is the first thing you confirm on every call, because it changes the quote and the work involved. Know the difference cold.

FreeholdYou own it outright

You own the building and the land it sits on, forever. Most houses are freehold. Cleaner, fewer documents, no third party to deal with.

Simpler file

LeaseholdYou own it for a term

You own the property for a fixed number of years under a lease, but a freeholder owns the land or building. Most flats are leasehold. There's ground rent, service charges, and a management pack to get — so more moving parts.

The journey of a sale

What actually happens after they instruct us. You don't run this — but knowing the order means you can reassure a client about "what's next" without guessing.

The seven stepsInstruction to completion

Instruction & onboarding. Client accepts the quote, pays the £250 deposit. We run ID and anti-money-laundering checks and send the protocol forms (TA6, TA10) to fill in.

Draft contract pack. Once onboarding is done and we have the memorandum of sale, the conveyancer prepares the contract and sends it to the buyer's solicitors, along with title documents and (if leasehold) the management pack.

Enquiries. The buyer's solicitors review everything and raise questions. We work through them — some we answer, some need the client.

Searches. On a purchase the buyer's side orders searches (water, drainage, local authority). As the seller we respond to what they find.

Exchange of contracts. Both sides sign and swap contracts. Now it's legally binding and a completion date is fixed. The mortgage redemption figure needs to be confirmed before this.

Completion. The money moves, keys are handed over, the property is now the buyer's. We take the rest of our fee here.

Registration. The change of ownership is registered at the Land Registry. Job done.

Typical timescale: 8–12 weeks once things are moving, sometimes up to 14 — and it varies a lot. Never promise a completion date — that's the firmest rule we have.

— The money, explained

Where the fees come from

This is the bit that makes the pitch work. If you understand the three types of cost, you can be honest about the fixed fee and still sound certain — which is exactly the angle.

Legal feesWhat we charge

Our charge for doing the work. This is the part that's genuinely fixed. It does not move, whatever happens on the file.

Never changes

DisbursementsCosts we pass on

Money paid to third parties that we collect and pass through — bank transfer fee, ID checks, Land Registry document fees. Known up front and already included in the quote.

In the quote

Third-party costsWhat can come up

Things nobody can predict at the start — an indemnity policy, extra management packs, additional Land Registry documents a buyer's solicitor demands. These can vary. They're not us moving the goalposts; they're outside anyone's control.

Can vary

This is the new fixed-fee angle

We don't say "fixed fee, full stop" any more — clients have heard that and been stung. We say it's as fixed as a conveyancing quote can get: our legal fees never move, and the only things that can change are third-party costs nobody controls. Being the honest one in the room is what builds the trust. The full breakdown is on page three of the PDF we send. The exact wording lives in Initial Call → Deliver the quote.

— Glossary

The words clients throw at you

Plain-English definitions, drawn from sessions with Idris. Tap to expand. When a client uses one of these and you blank, this is your safety net.

DocumentMemorandum of sale

▾

The estate agent's note confirming the sale: who's buying, who's selling, the price, and everyone's solicitors. The conveyancer can't draft the contract until they have it.

MoneyRedemption statement

▾

Written confirmation from the lender of exactly how much is left to pay on the mortgage. Needed before exchange. We ask the client to get "written confirmation of what's outstanding" from their bank — avoid the word "redemption" with clients, as some lenders insist only solicitors can request it.

MoneyDisbursements

▾

Costs paid to third parties that we collect and pass on — searches, Land Registry fees, bank transfer fees, ID checks. Included in the quote.

MilestoneExchange of contracts

▾

The point where both sides sign and swap contracts. After exchange the sale is legally binding and a completion date is locked in. Before this, either side can still walk away.

MilestoneCompletion

▾

The day the money moves and ownership transfers. Keys handed over. We take the rest of our fee on completion.

FormsTA6 / TA10

▾

The protocol forms the seller fills in. TA6 is the property information form (boundaries, disputes, alterations). TA10 is the fittings and contents form (what stays, what goes). The buyer's solicitors won't accept unsigned versions.

FormsTR1

▾

The transfer deed — the document that actually transfers ownership. Signed by the seller with a witness (over 18, not a close family member).

LeaseholdGround rent & service charge

▾

On leasehold, ground rent is paid to the freeholder for the land; service charge covers maintenance of shared areas. Arrears have to be cleared before completion, so the buyer doesn't inherit the seller's debt.

LeaseholdManagement pack

▾

A bundle from the freeholder or managing agent with the service charge accounts, building info and safety details. Ordered early because it can take weeks. Some estates have two managing companies — then you need two packs.

TaxSDLT (Stamp Duty)

▾

Stamp Duty Land Tax — paid by the buyer on a purchase, not the seller. Must be filed within 14 days of completion.

ComplianceID & AML checks

▾

Identity and anti-money-laundering checks every client must pass before completion. If all the buying money comes from a sale, no extra AML is needed; if they're putting in extra funds, we check where that came from.

CoverIndemnity policy

▾

A one-off insurance policy that covers a missing certificate or a minor legal defect, so the sale isn't held up. Usually around £100. We get a quote from insurers and the client approves it.

SystemsInfoTrack / LEAP

▾

Our case systems. LEAP is the case file — comments at the top of a file are the latest update. InfoTrack handles ID checks and electronic signing. If a client wants an update, the most recent LEAP comment is your source of truth.

— The cast

Who does what

IdrisHead of Conveyancing

The conveyancer. Handles all the legal work and decisions. Anything you can't answer or that's genuinely legal goes to him. Never guess on a legal point — gather the facts and pass it over.

Admin teamThe runaround

Chasing, updates, document requests, keeping the file moving. One of the two points of contact a client gets — and a genuine USP, because a lot of firms go quiet.

The other sideBuyer's solicitors

The firm acting for the buyer. They raise enquiries, order searches, and we deal with them solicitor-to-solicitor. Professional and direct.

OpeningGet in the door01

Say this"Hi, am I through to [Name]? ... Hi [Name], my name's [Your Name], I'm calling from HPA Solicitors. Have you got a couple of minutes to talk, or would you prefer I gave you a call back?"

Then set the agenda"Perfect. So the reason for the call is to go over your quote. I'll explain the way we work, and then if you've got any questions I'm more than happy to answer them."

Why

You're not pitching yet. You're confirming who you've got, handing them a way out so they don't feel cornered, and telling them what the next ten minutes look like. People relax when they know what's coming. If it's a bad time, book a specific callback — never "I'll try again later".

QualifyVerify the details02

Say this"Before I go through anything, I just want to verify a couple of details so the quote I give you is accurate. It's a freehold, with one name on the property — is that right?"

Weave the basics in naturally: freehold or leasehold, any mortgage to redeem, just them on the property.

Why

Every question here sounds like admin, but it's really qualification. Frame it as "making sure your quote's right" and they answer honestly instead of feeling interviewed. You're also catching the things that change the file — leasehold, a second name, a mortgage.

TemperatureRead it off the value03

Say this"And at a property value of around [£250k] — have you found a buyer already, or are you still comparing quotes at this stage?"

Found a buyer → Hot Offer, but a blocker → Warm

Listed, no offer → Luke Just comparing → Cold

Why

You're confirming the value anyway, so you slip the real question in behind it. Their answer tells you how hard to push for the rest of the call. Found a buyer — move fast, talk about getting started today. Just comparing — keep it short, be memorable, don't over-invest. One question, and you know your whole approach.

NuanceCatch the tricky ones04

Say this"And is there anything specific about it — shared ownership, an auction sale, help to buy, anything like that?"

Why

Get the awkward stuff out early. A help-to-buy loan or a shared-ownership valuation that surfaces late can stall a file for weeks. Two seconds now saves a mess later — and flag anything unusual to Idris at instruction.

Open Nuanced Files

DeliverThe quote05

The price"So that comes to a total of [£X] — and that includes the VAT, the add-ons, and all of the disbursements."

The fixed-fee line"The most important thing is, this is a fixed fee — but it's as fixed as a conveyancing quote can get. There can be third-party costs that come up along the way, and honestly nobody can predict those at the start. But our legal fees? They stay exactly the same. That part doesn't move."

Lean into transparency"On the third page of the PDF there's a full breakdown — it explains every fee and how it works, with the quote itemised line by line. So you can see exactly what you're paying for, nothing hidden."

Why — this is the change

We don't say "fixed fee, full stop" any more. People have heard that line and been stung by it, so it builds nothing. Saying it's as fixed as a quote can get, and being straight that third-party costs exist, makes you the honest one in the room — and then you pin down the part that matters: our legal fees never change. Honesty first, certainty second. Then pause. Let the number land. Don't fill the silence.

No sale, no feeThe deposit06

The deposit"In terms of paying — it's £250 up front, and the rest is only taken on completion. Nothing in between."

The rollover"And if the sale falls through for any reason, that deposit just rolls over to your next sale. Even if we've already done all the heavy lifting, there's no extra charge — we pick it back up, and we only take the rest once you actually complete."

Give them the stat — peace of mind"Worth knowing — roughly one in three, one in four sales falls through every year. That's normal, and most of the time it's nothing the seller did. So this is really just peace of mind. If it happens, you're not paying twice."

1 in 3–4

sales fall through every year — around 25–33%. Usually nothing the client did. The rollover only means something once they understand how common it is.

Why

The deposit isn't the selling point — the rollover is. But it only lands if they grasp how common fall-throughs are. Give them the one-in-three number and the rollover suddenly has value: you're protecting them from a risk they didn't know they were carrying. Every rep should be giving this stat.

The firmReal, local, experienced07

Say this"Just so you know who you're dealing with — we're a real firm, based in Blackburn. Around eighteen years doing this. A lot of people, when they see an online firm, they'd rather have somewhere local they can actually walk into. We're that."

Why

Online conveyancers are cheap and faceless. You're neither. "Somewhere you can walk into" is a small line that does a lot of work — it makes you real, and real beats cheap for most sellers.

ServiceTwo points of contact08

Say this"All the way through, you've got two points of contact — the admin team and the conveyancer. The admin team handle the chasing, the updates, anything you need moved along. And we actually reply to emails — sounds obvious, but ask around, a lot of firms don't."

Why

People's biggest fear with conveyancing is going weeks without hearing anything. Naming two contacts and promising replies kills that fear before they even raise it. We don't have to say it — which is exactly why saying it lands.

DigSurface the hidden objection09

Once the USPs are out, you're not pitching any more — you're asking questions to find what's really going on before you book the follow-up.

Ask this"Can I ask — have you sold a house before, or is this your first time?"

And this"And did your estate agent point you towards a solicitor, or are you looking around yourself?"

Why

These two do the digging. First-timers need more reassurance and more hand-holding — useful to know. And the estate-agent question uncovers the biggest hidden objection there is: someone's already nudged them somewhere else. If they have, go straight to the counter below.

Counter"My agent recommended someone"10

Say this"Just so you know how that works — agents don't usually recommend a solicitor based on who's best. They get a referral fee for sending you over, normally a few hundred pounds. There are actually rules around it from the SRA and the Financial Ombudsman. You're free to use whoever you want, and you shouldn't feel boxed in."

Why

You're not attacking the agent, you're explaining the game. Once a client knows it's a paid referral and not a quality recommendation, it loses its weight — and they feel free to choose you without feeling like they've gone against advice.

Full breakdown — Estate agents

AuthorityThe interim-billing angle11

Say this"One more thing on the fees — a lot of firms do what's called interim billing, where they bill you in stages as they go. We don't. I'll send you an email that explains exactly what to watch for, so when you're comparing you know the right questions to ask."

Why

This is the authority move. You hand them the questions to ask everyone else — which quietly puts every other firm on the back foot and positions you as the one who actually knows how this works. Reassurance comes from authority. That feeling — "this person knows what they're talking about" — is what we're going for.

WrapLighten it, then land it12

A little joke"I know I've just talked at you for ten minutes — and that was me going slow. I've thrown a lot at you, but honestly, everything I've said is in the email too, so you don't need to remember any of it."

Why

A small joke after a long stretch breaks the tension and makes you human. Telling them it's all in the email takes the pressure off — they can relax instead of trying to keep up with you. Make little jokes here and there throughout; it's a conversation, not a presentation.

CloseBook the follow-up13

Hot lead — two days out"Is it fair if I give you a call in a couple of days? That gives you time to go through everything, and if you've got any questions I'm happy to clear them up. Even if you decide not to go with us, that's fine — I can just take you off the list."

Why

Always leave with a specific next call — set it on the temperature. Hot is two days out. The "even if you don't go with us, I'll take you off the list" line is the trick: it removes all the pressure, and removing the pressure is exactly what keeps the door open. Get a day, not "sometime".

Never on an initial call

Offer a price matchPromise a completion dateName other firmsEnd without a next step

— Quick reference

Objections, at a glance

The common pushback and your move. Understand the logic above and these stop feeling like objections. Click any one for the full breakdown — the logic, the approach, the exact lines, and the questions you'll get asked. Open Objection Handling

The bankCommon pushback

Need to compare	Fair enough. Ask them: is it a fixed fee or an estimate, and what happens to the deposit if it falls through? Send the comparison email. Price match is follow-up only.
Local firm's cheaper	Local firms usually charge more — their whole base is one area. We work nationally, so the pricing's different. Send the quote and I'll have a look.
Need to ask my partner	Of course. I'll send everything over so you've both got the same info. Book a specific callback for tomorrow.
Why are you cheaper?	National volume, and no interim billing. What you see is what you pay.
Agent recommended someone	Referral fee, not a quality call. SRA / Ombudsman rules exist around it. You're free to choose. (Full counter in step 10.)

— Before you hang up

Log these four things

The system only works if the notes are right. If you can't fill all four, the call didn't end properly — go back and get what you need.

01 · StatusThe temperature

Hot / Warm / Luke / Cold. Hot leads land on tomorrow's follow-up queue automatically.

02 · BlockerWhat's stopping them

The actual thing in the way right now — not "thinking about it".

03 · Next stepA time

A specific action or callback time. Not "follow up".

04 · SituationOne line

A sentence on where they are, so the next call picks up cleanly.

— Call A · Day 1 hot lead

Good call yesterday, no commitment yet

Your highest-converting leads, still warm from yesterday. Don't re-pitch — find what's between them and the deposit link.

OpenPick it up

Say this"Hey [Name], it's [Your Name] from HPA — we spoke yesterday about the conveyancing quote. Just wanted to give you a quick call to see how you're getting on."

The one question"Had a chance to have a look over everything we sent across?"

Why

Don't re-introduce yourself or re-explain the company. You're continuing a conversation, not starting one. Their answer to that one question tells you exactly which way the call goes.

BranchWhat their answer means

"Looks good"	They're close. Ask: "What's the main thing holding it up?"
"Haven't yet"	Timing, not a blocker. Recap two points, book a hard time.
"Few questions"	Best answer. Work through them — this call converts.
"Got it cheaper"	Straight to the Price Match call below.

Haven't lookedRecap & book

Two things worth knowing"No worries — I know it comes through with a fair bit of info. The main things: the fee we quoted is what you pay, our legal costs don't move. And if your buyer pulls out, your £250 deposit just rolls over to the next sale. Nothing lost."

Book it"When are you likely to get a proper look? I can give you a call [tomorrow / Thursday] — does that work?"

A specific day and time. "Sometime this week" is not a commitment.

Looked & closeFind the one thing

Open it up"Glad you had a chance to look. Is there anything that stood out, or anything you weren't sure about?"

If they go quiet on a reason"Sounds like you're pretty much there then — what's the main thing that's holding it up at the moment?"

Don't accept "just haven't got round to it." Ask once more: "Is there anything specific you wanted to be sure about before going ahead?"

— Call B · The blocker call

"Still thinking" is a cover

"Still thinking" and "waiting on someone" aren't objections — they're covers. There's always something underneath. Surface it, or at least get a hard date when it'll clear.

Open & dig"Still thinking"

Open"Hey [Name], it's [Your Name] from HPA — just following up from when we last spoke. How are you getting on with it?"

Then"Totally understand — it's not a small decision. Is there anything specific you're weighing up, or is it more just needing a bit more time?"

Why

"Or is it more just needing time" gives them an easy out — fine. But most people will tell you what's really on their mind once you open the door. Listen for what they lead with.

BranchWhat they say

Compare a couple more	Send comparison email. Mention price match. Book a callback.
Speak to partner	Offer a joint call. Get a date for that conversation.
Waiting on the agent	Real blocker. Acknowledge it, check back at a set time.
Not sure on the deposit	The rollover didn't land first time. Slow down, re-explain.
Haven't had time	Book a hard date. Offer a 5-minute call instead.

Decision makerGet it to them

Say this"Of course — is it worth me sending the same information across to them as well, just so they've got everything in one place? Sometimes easier than trying to relay it."

If yes — get the email address. The decision maker now has it direct. Changes everything.

If they decline"No problem. When do you think you'll have had that conversation? If I give you a call [specific day], would that be enough time?"

CloseA hard date, not an open door

Say this"Look, I don't want to keep pestering you — I know you've got a lot on. What I'll do is give you a call [specific day] to see where you're at. If you've gone with someone else by then, no problem at all — I just want to make sure you've got everything you need to decide."

Why

"If you've gone with someone else, no problem" removes the pressure and actually makes them more likely to stay. It signals confidence, not desperation. Never say "give me a call when you've decided" — that hands control back and it won't happen.

— Call C · Price match

They've got a cheaper quote

This call has one outcome — yes or no, today. Be direct, be calm, get a decision.

Before you dialKnow the number

Have they sent the quote? If yes, you know the number.

Fixed fee or a price estimate? This changes everything.

Same add-ons — ID checks, transfers, VAT all in?

Regulated firm? Worth a quick check.

If theirs is a price estimate, not a fixed fee, it's not like-for-like. You don't need to match it. Handle it confidently, don't apologise.

Open & matchGenuine like-for-like

Open"Hey [Name], it's [Your Name] from HPA — I saw you sent the quote across, thanks for that. I've had a look."

The match"So I've spoken to the senior solicitor about it, and we can come down to [matched price]. I wanted to call rather than email because I'd rather just sort it now if that works for you."

Can't hit it exactly? Be straight: "We can get to [X] — can't quite hit their number but we're not far off."

CounterIt's an estimate

Say this"So I had a look — and the thing is, this one's a price estimate, not a fixed fee. That number can go up once you're in the middle of it and you're kind of stuck. Ours is fixed. So on paper theirs looks cheaper, but you're not comparing the same thing."

If they push back: "Did they confirm in writing the fee won't change?" They usually haven't.

Still hesitatingIt was never the price

Say this"Sounds like it might not just be about the price — is there something else making you unsure? I'd rather just deal with it now than go back and forth."

Going ahead"Perfect. I'm sending the updated quote link now — you'll see the Accept and Instruct button. As soon as the deposit goes through I'll get everything over and we'll start today."

If they say no after a genuine match and a clear conversation — log it as lost with the real reason and move on. Don't chase a decided lead.

— Across every follow-up

Always / never

AlwaysThe habits

Check the notes firstOne question to surface the blockerSend emails during the callEnd with a day and timeLog the blocker accurately

NeverThe traps

Re-pitch everythingAccept "still thinking"Leave without a next touchpointChase 3+ times without downgradingApologise for the price

— Before any objection

Provide value, don't push

The job on the phone isn't to win the argument. It's to be the straight, knowledgeable firm that explains what nobody else bothers to explain — the fees, the agents, the whole process. Do that and the authority does the closing for you.

"We're not trying to sell you anything over the phone — I just want you to have all the information. I'll put it all in writing so you can read it in your own time."

The universal escape hatch

On any objection where they're pushing back hard, you don't push harder — you offer to send it in writing. It de-escalates, it positions you as transparent, and it moves the real conversation to the follow-up where it belongs.

— Pick one

The seven, at a glance

Each has a full breakdown — the logic, the approach, the exact lines, and the questions you'll get asked. Click in.

Estate agents"My agent recommended someone"

Referral fee, not a quality call. They're free to choose.

Open

FeesDon't get the structure

All-inclusive and fixed from us. "As fixed as a quote can be."

Open

CheaperFound someone cheaper

Cheaper = hidden costs creeping up. Compare in writing.

Open

Local firms"A firm down the road"

It's the "faceless online?" fear. Answer with legitimacy.

Open

Timescale"How long does it take?"

Freehold 8–12 weeks. Never promise a date.

Open

Priority / speed"Can you do it faster?"

No priority fee — systemised, no backlog. Escalate to a manager.

Open

Brush-offs"Let me think…"

Partner, thinking about it, already instructed, just send info.

Open

— However it ends

Book the date, then let go

You never leave a call without a specific next step — and you always hand them the exit, because removing the pressure is what keeps the door open.

The closeThree moves

It's all in writing. "Everything we've gone through, I've sent over in an email — so you've got it all, you don't need to remember any of it."

Book a specific date. Not "sometime" — a day. Set it on their temperature.

Hand them the exit. The pressure-remover that, paradoxically, keeps them open.

The line that ties it off"Can I give you a call back on [day]? That gives you a chance to read everything over, and if you've got any questions I'm more than happy to clear them up. Does that sound fair? And honestly — if you decide we're not the firm for you, that's no problem at all, I'll just take you off the list so you're not getting chased."

Why

"Does that sound fair?" gets a small yes and gives them permission to read rather than decide on the spot. The "take you off the list" line removes all the pressure — and removing the pressure is exactly what keeps them open to you.

What they say

"My estate agent already recommended a solicitor."

What they mean: "This feels like the easy, in-house option — and I don't want to upset the agent who's selling my house."

The biggest hidden objection there is

If an agent's already nudged them somewhere, nothing else lands until you've defused this. Dig for it early — ask if the agent pointed them at a solicitor.

— What's really going on

Why it carries weight

ConvenienceThe easy path

The answer's already been handed to them. Looking around feels like extra work for no reason.

Assumed quality"They must be good"

They think the agent recommended on merit. They don't know it's a paid referral.

Feels in-houseOne process

The agent found the sale and the solicitor, so it all feels joined-up — when the legal work is completely separate.

Obligation & guilt"I have to"

Some think they're tied to the agent's choice. Choosing their own feels like going against them.

— How we play it

Explain the game, don't attack the agent

The second you attack the agent, they get defensive and start defending them instead of listening. So you don't attack — you explain how the arrangement actually works, then hand them permission to choose. That's what lifts the guilt.

The playMechanism, then permission

Lead with empathy"I completely understand why going with whoever they recommend feels like the easiest next step — but it's worth knowing it's not actually based on quality."

Explain the mechanism"When an agent recommends a solicitor, it almost always comes with a referral fee — usually somewhere between £150 and £400, sometimes more — paid by the solicitor for sending you their way. That cost doesn't disappear, it just gets built into what you pay."

Hand them permission"Your agent's job is basically done once the sale's agreed — the legal side is handled completely separately. You're under no obligation to use who they suggest, and choosing your own firm won't slow anything down or affect your relationship with the agent."

The honest flip"And I'll be straight with you — if an agent ever refers work to us, we pay a small fee too. But ours shows on top of your quote in plain sight. That's the whole difference: ours is disclosed, theirs is buried in the price."

Why

You're not a salesperson trash-talking a rival — you're the straight one explaining a system they didn't know existed. Once they understand it's a paid referral and not a quality call, it loses all its weight, and they feel free to choose you without feeling like they've gone against advice.

"I once had a client who got pressured into the agent's firm — even though there are clear rules against exactly that. You're free to choose, and you shouldn't feel boxed in."

Don't push hard on the first call

If they get loyal or defensive, back off. Don't recite rules or argue. Just say "I can send you everything in writing, with the links to the regulations," and let the email do the work. Revisit on the follow-up.

— The regulators, by name

The rules are on their side

You don't recite these on the phone — you name them and let the email carry the links. But know what each one does.

Property Ombudsman — Code of Practice SRA — must act in your interest Consumer Protection from Unfair Trading 2008

The grey-area trick worth knowing: agents legally have to disclose referral fees — so some dodge it by bundling you into a "package" where you're tied to a particular firm. If a client mentions a "package," that's usually what's going on.

— Send this

The estate-agent email

Goes out after the call. It does the heavy lifting — every claim links to a regulator so they can verify it themselves.

Estate-agent referral email

Something worth knowing before you decide on a solicitor, especially if your estate agent has already suggested one.

When an estate agent recommends a firm, it almost always comes with a referral fee attached. Somewhere between £150 and £400, sometimes more, paid by the solicitor to the agent every time they send a client their way. That cost doesn't disappear. It gets built into what you pay.

The recommendation wasn't made for your benefit. It was made for theirs. Your estate agent's job ends when the sale is agreed. The legal work — every form, every search, every exchange — is handled entirely by your solicitor, independently. You are under no obligation whatsoever to use who they suggest. Choosing your own firm doesn't slow anything down, doesn't complicate the process, and won't affect your relationship with your agent. It just means the firm you instruct was chosen because they're good, not because someone got paid to point you their way.

What the rules actually say:

✔ Under the Property Ombudsman's Code of Practice, agents must disclose referral fees to you in writing before you commit. If that hasn't happened, ask them directly — you're entitled to know.

✔ The Solicitors Regulation Authority (SRA) requires that any firm receiving referred clients still acts in your best interests, not the agent's.

✔ The Consumer Protection from Unfair Trading Regulations 2008 makes it illegal to withhold information that would influence your decision, including financial arrangements behind a recommendation.

Verify this yourself: Property Ombudsman — Code of Practice · SRA — Referral Fees & Your Rights · Consumer Protection from Unfair Trading Regulations 2008

We don't pay referral fees and we have no commercial arrangements with estate agents. The only reason to instruct us is because we're the right firm for your sale.

If you have any questions, reply to this email or call us directly.

This template says "we don't pay referral fees," but you mentioned HPA does pay a small, transparent fee when an agent refers work. Worth reconciling this line before it goes out — otherwise the honesty angle can be turned back on you.

— What reps ask

The questions you'll have

Don't we pay referral fees too — how do I say all this without being a hypocrite?

Ours is small and disclosed on the quote; theirs is buried in the price. Transparency is the entire point, so you can say it with a straight face. We're not against referrals — we're against hidden ones.

What if they say going elsewhere will annoy the agent or hurt their sale?

Some agents do pressure people — it's human nature, not all of them. But they're not allowed to penalise a client for choosing their own solicitor, and the email cites the regulations that say so.

What if it's a new build?

Different animal — that's the developer mandating a solicitor, not the estate agent, and the dynamic isn't the same. Don't run the referral-fee line on a new build; flag it and check internally.

What if they ask me to quote the actual rule?

Don't recite it on the phone. Send the email — the links to the Ombudsman, SRA and the 2008 regulations are all in it.

What they say

"I don't really understand what I'm paying for."

What they mean: "I'm staring at one number and I can't see inside it — is this going to balloon on me later?"

Fees ≠ cheaper

This is the comprehension objection — they don't get the structure. "I found someone cheaper" is a different conversation → Cheaper

— What's really going on

One number, no windows

They can't tell what's included, so they assume the worst: that it'll creep up as the sale goes on — because that's exactly what most firms do to them. Your job is to show them the inside of the number.

— How we play it

Everything up front, fixed from us

Our legal feeGenuinely fixed

What we charge for the work. It does not move, whatever happens on the file. VAT, add-ons and disbursements are all included and itemised in the email.

Never changes

Third-party costsSomeone else's cost

The only thing that can ever vary — and it's not us charging more. It's a cost from another party (usually the buyer's solicitors) passed straight through, with a full breakdown, and never without your consent.

The linesHow to say it

The honest framing"Our fee is as fixed as a conveyancing quote can be. The legal fee from us never moves. There can be the odd third-party cost — but nothing from us changes."

Disarm the suspicion"And I'll be honest — those third-party costs are impossible to anticipate at this stage. Anyone who tells you otherwise is lying. But this isn't me saying there will be extras — it's rare. On a straightforward sale, it stays exactly the same."

Name the villain"What a lot of firms do is quote you cheap up front, then add to it as the sale goes on — some even pay their conveyancers based on how much they bill you. We don't work like that. Everything's up front, and you'll never get a fee without a breakdown and your say-so."

Why

You're warning them about "fixed-then-creep" firms, so saying "fixed, but third-party costs can happen" could sound like the exact bait-and-switch. The fix is the distinction: our fee vs someone else's cost, passed through with consent. Say it plainly and the candour itself becomes the trust-builder.

What triggers a third-party cost

Rare, and specific: indemnity insurance the buyer's side wants, an extra document we have to pay for, an extension with no paperwork, a boundary dispute. Not the default — most sales never see one.

Coming this weekend

The full, itemised list of possible third-party fees (from the head-conveyancer meeting) drops in here, so reps can give exact figures instead of "it depends." Until then, the line is: indemnity insurance is quote-dependent — we only know once the insurer prices it, and we confirm it with you first, with a full breakdown, before anything's charged.

— What reps ask

The questions you'll have

What actually counts as a "third-party cost" versus our fee?

Our fee = what HPA charges for doing the legal work (fixed). A third-party cost = money that goes to someone else (an insurer, another party's side) that we pass through at cost. We don't profit from it.

What's a disbursement?

A cost we pay on your behalf to a third party — searches, Land Registry fees, and so on. In our quote these are already included and itemised, which is why our number can look higher than a bare "legal fee only" quote elsewhere.

What's indemnity insurance?

A one-off policy that covers a specific legal risk on the property (e.g. missing paperwork for an extension) so the sale can proceed without solving it the slow way. The buyer's side often requests it. Price depends on the insurer's quote.

Why does a cheaper quote look cheaper?

Usually because it's an estimate, not all-inclusive — VAT, disbursements or "extras" are left off the headline and added later. Ours has them in. → Cheaper

What they say

"I've had a cheaper quote — can you match it?"

What they mean: "A lower number feels safer. I don't want to feel like I've been mugged."

Never price-match on the first call

Take the quote, send it up to the head conveyancer. A match is a follow-up move — and most quotes people send aren't fixed fees anyway, which is usually the whole point revealed.

— What's really going on

Cheaper feels safer

It's rarely pure price-shopping. A lower number lowers their anxiety. But the cheaper quote is almost always an estimate that balloons — so the job is to shift them from the headline price to "what will you actually pay at the end, and what's protected if it falls through."

— How we play it

Don't match — teach them to compare

The playArm them, in writing

Reframe the cheap quote"Genuinely, have a look at their reviews — a lot of firms do interim billing, where they add to the quote as the sale goes on. Our pricing's competitive and all-inclusive, so if someone's coming in cheaper than us, most likely there are hidden costs that'll creep up."

Hand them the test"I'll send you an email on how to compare quotes properly — the key question to ask them is: 'In which scenarios will you add to this quote, and by how much?' Get that in writing. If they won't put it in writing, that tells you everything."

The leverage"And if it's in writing and they break it later, you've actually got something to stand on — you can report it to the SRA. It's just peace of mind."

If they want a match"If you send that quote over to us, I can take it to our head conveyancer and we'll see what we can do. Just so you know, for a fair comparison it needs to be a proper fixed-fee quote like ours, not an estimate."

Why

You don't defend your price — you make them an informed buyer, and an informed buyer sees the estimate for what it is. The "in writing" move quietly exposes the other firm without you ever badmouthing them.

"Cheaper isn't cheaper if it doubles by completion. The honest question is: what will you actually pay at the end?"

— The USP that wins this

The Deposit Guarantee

This is the weapon against cheap firms that charge abort fees. If a sale falls through for any reason, the £250 deposit rolls over to the next sale — no extra fees, even though we've done all the heavy lifting.

Sales that fall through

1 in 3

25–33% of agreed sales collapse — usually not the seller's fault.

Your deposit if it does

£0 lost

Rolled over to the next sale, no questions asked.

Extra fees to re-start

None

New buyer, we start again from the beginning at no extra cost.

Say this"We offer a deposit guarantee — if the sale falls through for any reason, even if we're weeks in and nearing exchange, we roll your deposit over to the next sale. No extra fees, no questions asked. Around one in three sales fall through and it's usually nothing to do with you, so you shouldn't be penalised for it."

— What reps ask

The questions you'll have

Can I offer a price match on the first call?

No. Follow-up only. On the first call you take the quote and say you'll run it past the head conveyancer. Offering to match on the spot looks desperate and skips the comparison that wins it.

What if their quote genuinely is fixed and cheaper?

Send it to the head conveyancer — that's a real decision, not yours to make on the call. But check it's truly all-inclusive (VAT, disbursements) and weigh the deposit guarantee and service, which cheap firms rarely match.

Is the deposit really rolled over with no catch?

Yes — any reason, rolled to the next sale, no extra fee, even if we've done the work. That's the point of it. Say it plainly; it's a genuine differentiator.

What they say

"I'd rather use a local firm down the road."

What they mean: "Are you a faceless online operation? Can I actually trust you with something this big?"

It's not about the postcode

"Local" usually isn't really about location — it's the trust-and-legitimacy fear. So you don't argue geography, you answer with proof.

— How we play it

Concede the perk, then out-legitimise

Agree that the perk of local is you can walk in — then point out we're a real physical firm too, beat the "online = no contact" worry with two points of contact, and let the verify-us email prove every word.

The playReal firm, real proof

Concede honestly"One of the big upsides of going local is you can walk into their office whenever you want, and I get that. The thing is, we're a real physical firm too — we're in Blackburn, and you're genuinely welcome to come in, even if you're a fair distance away."

Beat the comms worry"Because most of our clients come through online, every single one gets two points of contact — you'll always have the conveyancer and the admin team. And we actually reply to emails. Sounds obvious, but ask around — a lot of firms don't."

Prove it"We've been going since 2008. I'll send you an email with everything you need to check us out yourself — our SRA registration, our Companies House record, and our Trustpilot reviews. We're not a faceless online operation."

Why

You can't argue someone out of a trust fear — you can only dissolve it with evidence. Naming the registers and handing them the links flips "are these people real?" into "oh, they're more transparent than the firm down the road."

— Verifiable, by name

Everything is checkable

Est. 2008 SRA No. 543164 Companies House 06720191 Trustpilot — unfiltered Victoria House, Blackburn BB1 6DR

— Send this

The verify-us email

Goes out after the call — with photos of the office, inside and out. It turns "trust me" into "check for yourself."

Verify-us email

Before you instruct any solicitor — us included — it's worth taking two minutes to verify who you're dealing with. A property sale is too significant to take anyone's word for it.

Everything about HPA is publicly verifiable. Here's exactly where to look:

✔ Solicitors Regulation Authority — fully regulated law firm. SRA No. 543164. View our SRA register entry

✔ Companies House — HPA Solicitors Ltd. Company No. 06720191. Registered since 2008. View our Companies House record

✔ Trustpilot — independent reviews from real clients. We don't filter them. Read our Trustpilot reviews

And if you'd rather see where we actually are:

HPA Solicitors
Victoria House, 87–89 Regent Street
Blackburn, Lancashire, BB1 6DR

[ Office interior & exterior photos embedded here ]

We're not a faceless online operation. We're a real firm, with a real office, and real people you can call, email, or walk in to see.

If anything gives you pause or you'd like to talk anything through, just reply or give us a call.

— What reps ask

The questions you'll have

What if they genuinely want to come in?

Great — we're a real office in Blackburn and they're welcome. Most won't, but the fact they can is the whole point. Offer it warmly; it dissolves the fear whether or not they take it up.

What if they say a local firm knows the area better?

Local knowledge barely touches a sale — the legal process is the same everywhere and runs on documents, searches and the Land Registry, not local gossip. What matters is responsiveness and transparency, which is where we win.

Aren't local firms cheaper?

Usually the opposite — a single-area firm carries more overhead per case. If price is the real objection, it's a different conversation → Cheaper

What they say

"How long is the whole thing going to take?"

What they mean: "Will I be left in limbo, and can I plan my life around this?"

The firmest rule we have

Never promise a completion date. Not even "roughly." Give the honest range and the one guarantee you can actually keep.

— What's really going on

They're not asking for a number

They're asking whether they'll be ignored for weeks, and there's usually a deadline behind it — an onward purchase, a tenancy ending, a baby, a school catchment. Answer the fear, not just the question.

— How we play it

Honest range, then turn the refusal into trust

The playRange, cause, guarantee

Give the honest range"As a rule of thumb, a freehold sale tends to take somewhere around 8 to 12 weeks once things are moving. I've had files complete in six, and some that take longer — it really varies."

Explain the variable"The honest reason is you're partly at the mercy of the buyer's side. For example, their searches — which they can only order once they've applied for their mortgage — can add two or three weeks on their own if they're slow. That part isn't in anyone's control."

The one guarantee"What I can guarantee is there'll be no delays from our end. We get the contracts out within a day or two of your onboarding, we get the ball rolling straight away, and if the other side goes quiet we chase them."

Hold the line"And I'll be honest — I won't give you a specific date, because anyone who guarantees you one is just trying to win your business. They're the ones who'll let you down. I'd rather under-promise and keep it moving."

Why

What they actually want isn't a date — it's the fear of being left in the dark handled. So you give the range, pin the variability on things outside everyone's control, and turn your refusal to promise into the most trustworthy thing they've heard all day.

"Anyone guaranteeing you a date is just trying to convert you. The only thing I'll promise is no delays from our end."

Freehold, rule of thumb

8–12 wks

Once things are moving. Some faster, some slower.

Contracts out

1–2 days

From completing onboarding. We start straight away.

Buyer's searches can add

2–3 wks

If they're slow to apply — out of our control.

— What reps ask

The questions you'll have

What if they have a hard deadline?

Acknowledge it, never commit to it. "I can't promise a date, but I can promise we'll move fast from our side and keep you updated." If they need to push for speed → Priority / Speed

What's the timescale for leasehold?

Longer than freehold — there's a management pack to order and more moving parts. [ Confirm exact range — parked for the leasehold detail. ] For now: "a flat or leasehold tends to take a bit longer because of the management pack."

Why does the buyer's side affect my sale so much?

Because the sale can't complete until their checks are done — their searches, their enquiries, their mortgage. We control our half and chase theirs, but we can't do their work for them.

What they say

"I need it done quickly — can you prioritise it?"

What they mean: "Will you actually push this, or will I be stuck in a queue?"

We don't charge a priority fee

Other firms charge to jump their own backlog. We don't have one — everything's systemised, so you get the speed without the surcharge.

— How we play it

No backlog, no surcharge

The playSystemised, not queued

Expose the priority fee"Some firms will charge you a priority fee to speed things up. What that actually means is they've got a backlog, and you're paying to be bumped to the front of their queue."

The counter"We don't do that. Everything here is systemised — there's no backlog, so everything gets done exactly when it needs to be. You get the same speed of service without paying extra for it."

If they need a specific date"Let me take the details of what you're working towards. I'll either put you through to a manager now, or I'll confirm with them and come straight back to you on whether that timeline's realistic — I won't promise something we can't do."

Why

You reframe "priority" from a premium service into a symptom of a badly-run firm. Then you offer the genuine thing they want — a straight answer on feasibility — via the manager, instead of an empty promise.

The escalation path

If they're pushing for a firm commitment on speed, transfer to a manager if one's free. If not, gather what they're working towards, relay it, and the manager confirms whether the date's feasible before anyone commits — then close.

— What reps ask

The questions you'll have

So can we actually go faster if they need it?

We can push hard from our side and there's no backlog holding it up — but speed still partly depends on the buyer's side. Don't promise a date; promise the push, and escalate to a manager to confirm feasibility.

What if no manager is available?

Take the client's details and what they're working towards, tell them you'll confirm and come straight back, then relay it to the manager. Follow through quickly — that callback is the trust-builder.

Isn't "no priority fee" just a discount in disguise?

No — it's the opposite. There's no surcharge because there's nothing to jump. The speed is built into how the files are run, not sold as an add-on.

— The soft "no, not yet"

Quick-fire brush-offs

These aren't real objections — they're polite exits. You don't overcome them, you make it easy to say yes to a next step. Every one ends the same way: it's in writing, and a specific callback is booked.

Drafted from your existing tool and the "put it in writing" principle — these are starting points in your voice, not interviewed line-by-line. Tell me where any of them are off and I'll sharpen them.

"Ask my partner"Needs to consult

Say this"Yeah, no worries — it's a big decision, you'll want to talk it through together. I'll send everything over in writing so you've both got the same info in front of you. Is it alright if I give you a call back tomorrow, once you've had a chat?"

Why

You agree instantly (no resistance), remove the homework by putting it in writing, and book a specific time so "I'll ask them" doesn't become a dead end.

"Need to think"Wants space

Say this"That's fair, take your time. I'll put everything we've gone through into an email so you're not relying on memory. Can I check back with you on [day]? If anything's come up I'll talk it through, and if it's not for you, that's no problem — I'll take you off the list."

Why

"Think about it" usually means an unspoken worry. You don't dig on the call — you give them the written info and a low-pressure callback, which is where the real objection tends to surface.

"Already instructed"Has someone else

Say this"No problem. Can I ask — have you paid or signed anything yet, or is it just a quote so far? Worth having something to compare against either way. I'll send our quote and a quick note on what to check with any firm — even if you stay put, it'll come in handy."

Why

You qualify how committed they really are (a quote isn't an instruction), then give value with no pressure — which keeps the door open if their current firm starts interim-billing them.

"Just send info"The brush-off

Say this"Yeah, I'll get that over to you. Just so I send the right bits and not a whole pile — can I ask two quick things about your sale? Then I'll book a quick call for [day] to check it made sense and answer anything that's come up."

Why

"Send me info" is often a soft exit. You honour it, but you trade the send for two qualifying questions and a booked callback — so it becomes a real next step instead of a black hole.

The thread running through all four

Agree without resistance · put it in writing · book a specific callback · hand them the exit. You're never overcoming a brush-off — you're lowering the cost of the next yes.

— Step 01 · Buy time

Holding phrases

While you find their file or gather your thoughts. Sound like you're doing something — because you are.

HoldingNatural pauses

"Bear with me one sec, just pulling up your file."

"Let me have a quick look at this side, won't be a moment."

"One sec, I want to make sure I've got the right details in front of me."

Don't go silent, and don't say "um". A calm "bear with me" is all it takes.

PivotInto questions

After the hold"Right, thanks for waiting. Before I do anything with this, let me just get a few bits from you so I've got the full picture."

Acknowledge without committing"Okay, that's useful to know. Let me take some details so the conveyancer has everything he needs."

— Step 02 · Get the facts

Extraction questions

You're not solving anything. You're gathering enough for Idris to make sense of it. Short, open, specific.

SourceWho said it

"Who sent that to you?"

"Did it come from the lender directly, or through someone else?"

Why

The same word means different things from different sources. A "charge" from a lender is a very different thing from a "charge" mentioned by an agent.

DocumentGet it in writing

"Have you still got the letter? Would you mind sending a photo across to me?"

"Is there a reference number on it? Or an account number at the top?"

A photo of the original is worth more than any summary. Ask for it before you end the call.

WordingWhat it says

"What does the top of it actually say, word for word?"

"Is there a specific date mentioned, or a deadline?"

Get them to read the exact wording. Don't accept their summary.

TimingWhen it happened

"When did this come through?"

"Is this recent, or has it been going on a while?"

"Last week" versus "six months ago" changes the handling completely.

— Step 03 · Reassure

Calm it without promising

You're not saying "it's fine". You're saying "you're in the right hands".

ReassureIt'll be dealt with

"Honestly, don't worry. This is exactly the sort of thing we flag to the conveyancer. He'll know straight away what to do with it."

"You've done the right thing ringing us. Leave it with me and I'll make sure it gets to the right person."

"Nothing you've said is a problem. We deal with this kind of thing all the time."

GuardrailsDon't say

Never promise

It'll be fineNothing to worry aboutWe can sort thatShould complete by [date]That's not legal

Reassure about process, not outcome

We'll get it to the right personIdris will know what to doWe deal with this oftenLeave it with me

— Step 04 · Hand off

Close the call

Never end without a specific next step. Use the line, then do it.

HandoffThe close

Say this"I'll speak to Idris straight away and get back to you."

"I'm going to call him now and come back to you within the hour — that all right?"

Once you've said it, do it. Can't reach Idris inside the hour? Ring the client anyway and give a new time. Never go silent.

CaptureWrite it down

Before you ring Idris, write the fact list down. Structured notes save a second call.

Client + property. Name, address, matter ref.

What they said. In their words.

Source. Letter, email, call — who from.

Timing. When it happened.

Document. Photo requested? Yes / no.

Commitment. What you told them you'd do, and when.

— Red-flag triggers

If they mention this, ask that

When a client raises one of these, the first question is already written for you.

TriggersHard rules

Probate	"Has the Grant of Probate been issued yet?" If no, the file can't start.
Help to Buy	"Has the redemption been applied for through Homes England?"
Shared ownership	"Has the housing association arranged the valuation?"
Letter from lender	Get the wording and a photo. Don't interpret it.
Charge / CCJ / restriction	Gather facts only. Don't say "it'll be fine".
Tenant in the property	"Has notice been served? What date?"
Power of Attorney	Escalate to Idris.
Complaint / Ombudsman	Escalate to Idris immediately.

When in doubt: buy time, get the facts, hand to Idris. You are never expected to give a legal answer on the spot.

— Reference · drawn from Idris's calls

Common situations & questions

The operational stuff that comes up again and again — what to say, what to ask for, and what only the client can answer. Same rule applies: anything genuinely legal, confirm with Idris.

— The mortgage money

Redemption statements

Don't say "redemption" to the client

Some lenders insist only a solicitor can request a "redemption statement." Sidestep it — ask the client for written confirmation of what's still outstanding on the mortgage. Same thing, no roadblock.

Ask the client this"Could you get some form of written confirmation from your bank confirming what's still outstanding on the mortgage for the property, and forward that to us?"

Even better — they have access, we don't"Most lenders let you request this through their app or online portal — it's much quicker your end than ours, as you're the account holder. If you can, that really speeds things up."

When do we request it?

As early as possible, before exchange — and get the mortgage account number right. The classic delay is a wrong account number surfacing at the last minute while we're trying to complete. You can request the initial statement even if some forms or the contract are still outstanding.

What does the lender need from us?

Usually a proposed completion date. The statement comes with a daily rate in case completion slips.

Why might a statement be held back?

If the account's in arrears or negative equity, or both parties have stopped paying (e.g. a divorce), the lender's solicitors may hold it back until further into the process. Flag these to Idris.

Can I accept a figure over the phone?

No — get the final figure in writing before exchange or completion. A draft plus a daily rate we can work with; a verbal figure leaves nothing to fall back on if it changes.

— Compliance

ID, AML & verification

Company seller with two directors?

An ID check for each director who'll sign the documents. Two signing directors = two ID checks. Confirm how many will sign so we can arrange them.

Selling under a Power of Attorney and the donor has no photo ID?

The attorney can complete the online ID check in their own name, as long as they provide the registered LPA plus two forms of ID for the donor (e.g. council tax or HMRC letters).

Do we need AML checks on a purchase?

If all the money comes from their sale (downsizing), usually no extra AML on the purchase. If they're putting in extra (upsizing), we must verify where the surplus comes from. And SDLT gets filed within 7 days or there are penalties.

Buyer's side wants a video call?

Sometimes they ask us to video-call the client to confirm they match their ID documents. Normal request — arrange a quick call and verify against the photo ID.

— Getting documents signed

Signing, witnessing & forms

Who can witness a signature?

Anyone over 18 who isn't a close family member — a neighbour, carer, even the postman. On a TR1 / box 12: the client signs, and underneath the witness signs and adds their name and address. If no deposit's been paid, the client doesn't need to add their own address, just the signature.

How do we send documents for e-signing?

Through InfoTrack, and always the most recent version — double-check which documents are actually needed before sending.

Client struggling with the protocol forms (TA6 / TA10)?

You can sit with them, on the phone or in person, and write down their answers, then send for digital signing — but the answers must be their own words, they still sign themselves, and the call should be recorded and linked to the file. The buyer's side won't accept unsigned protocol forms.

Seller can't sign because of incapacity?

If there's no power of attorney in place, someone has to apply to the Court of Protection to sign for them — that takes months, so flag it early. Minor errors (a wrong postcode, who lives there) can usually be amended by hand before exchange if the property's vacant and the buyers agree.

— When the other side asks questions

Enquiries: who answers what

We review first, then tell the client only their bits

Never forward raw enquiries to the client. Sort which ones are legal/technical (Land Registry items we handle) from the ones only they can answer, so they're not buried in stuff they don't understand.

What can only the client answer?

Anything property-specific and personal — boundaries, how they use a piece of land, whether they've built over a water main or sewer, where the oil tank is. We can't answer those for them, and shouldn't try.

Client says enquiries aren't showing yet?

They can take 24–48 hours to be saved onto Leap — a delay doesn't mean they weren't received. Check the emails and chase if needed.

Client replied but the other side says they didn't get it?

Email the case handler stating the date the client sent their response, and ask them to forward it on to the other side's solicitor.

Just sent everything and the client's anxious?

Reassure them it's early days: "We've sent the contract and all the documents we had to the buyer's solicitors. Now they review it and raise any questions — there's nothing for you to do right now, so don't stress."

— The recurring questions

File basics & common questions

Why can't the contract be prepared yet?

We need the full memorandum of sale (buyer, seller, price, key details) and confirmation that onboarding's complete. Without both, the contract can't be prepared. Once we have them, we move quickly.

Client wants an update but nothing's changed?

In Leap, sent items are blue, received are grey, and there's a comment at the top of the file after each call. If there's no new comment since the last one, there's no new update yet — tell them that and that we'll call the moment things move.

Buyer's solicitor asking for a marriage certificate?

Only needed if the client's name on the title is different because of marriage. No name change (or we're only dealing with a power of attorney)? Then it's likely a mistake — don't worry the client over it.

Client wants tracking on a posted document?

We can send proof of postage and any reference number we have. But not everything goes tracked — recorded post is pricey, so it isn't used for every item.

Buyer wants to move in before completion and pay rent?

Risky — flag to Idris, don't agree to it on the call. The lender may not allow it, and if it creates an AST the buyer could have the right to stay six months even if the sale falls through. We'd check with the lender first.

Two sellers each want their own solicitor (e.g. divorce)?

Only one firm can lead the sale — it's one contract, one transaction. The other solicitor can work alongside to protect their client's interests. The firms agree who takes the lead; we'd contact the other side to sort it.

What it is

They own the property for a fixed term; someone else — the freeholder — owns the land or building.

Most flats, some houses. It brings ground rent, service charges and a management pack, so the quote's higher and there's more to chase.

Order the management pack early

It can take a few weeks and we need it before exchange. A pack ordered late is the single biggest cause of a leasehold stalling.

— The moving parts

What's different

Service charge arrearsDon't let a buyer inherit it

A buyer can inherit unpaid service charges if they're not cleared before completion. We get a statement from the managing agent, and any arrears are paid by the seller or taken from their proceeds. No exchange until that's clean.

Lease lengthThe 80-year line

Below roughly 80–85 years, many lenders won't lend, which makes it hard for a buyer to get a mortgage. The seller may need a statutory lease extension before marketing — that adds time and solicitor and registration fees.

If they say the lease is "short" or under ~85 years, flag it now, not at exchange.

Ground rentGet the proof

Even on a long lease with little or no ground rent, ask for any ground rent invoices or letters from the freeholder. If there's no proof it's been paid, the buyer's side may want an allowance of up to six years' ground rent on completion.

— On the call

Capture this upfront

Flat, or leasehold house?

Roughly how many years left on the lease?

Got your ground rent and service charge statements?

Who's the freeholder / managing agent — and is there more than one?

Say this"For a leasehold there's a management pack we'll need to order — it can take a few weeks, so it's worth getting that moving early. And if you can dig out any ground rent or service charge letters, that helps us too."

Reassure them

"There's a bit more paperwork with a leasehold, but it's all very normal — we do these all the time. The main thing is getting the management pack moving early, and we'll guide you through the rest."

— From Idris

The detail

High-rise leasehold flat?

Extra building-safety certificates apply on buildings over 11m / five storeys. → High Rise

Newly built leasehold?

Same standard management pack — being newer doesn't change the form. There'll still be service charges, ground rent and possibly a sinking fund. → New Build

What it is

The property's sold at auction, so the buyer's committed on a fixed timeline — not the usual "until exchange" flexibility.

Everything's front-loaded: the legal pack is prepared before the sale, and completion runs on a set clock once the offer's accepted.

Ask why they're at auction

Often a distressed sale — arrears, divorce, a tricky property. Ask gently, and flag anything unusual to Idris at instruction.

— Two types

Traditional vs modern

TraditionalGavel = committed

Everything's dealt with before auction day. The buyer's legally committed the moment the gavel falls. Completion is set by the auction house — typically 4 to 21 days. Enquiries are handled before the day.

Modern (iamsold etc.)56-day window

A 56-day completion window once agreed. The auctioneer may prepare the contract pack, or the client can ask us to. The buyer's committed once the offer's accepted.

Our jobThe undertakings

The key thing on our side: any undertakings we give, we have to be certain we can meet them inside that fixed window. That's why we pin down the pack and the figures fast.

— On the call

Capture this upfront

Which auction house — and is it traditional or modern?

Are they preparing the contract pack, or do we?

Any mortgage, charges or arrears outstanding?

Any tenants? Has notice been served?

Help to Buy or any government scheme involved?

A management company involved?

Ask the client to do this"Could you give the auctioneer our details and ask them to contact us directly, copying you in? That way nothing gets held up against the clock."

Reassure them

"An auction runs to a tighter timeline, but that works in your favour — the buyer's committed. We just need the pack and the figures sorted quickly, and we're set up to move fast on these."

— Handle with care

Red flags

Client in arrears?

If the mortgage has gone to recoveries, the redemption statement is harder and pricier to get. Ask "any issues with the mortgage at the moment?" and flag it early.

Divorce, both stopped paying?

One owner refusing to sign can stall the whole thing. Surface it on the first call so it's not a shock near completion.

What it is

A recently built property — usually leasehold, often on an estate with one or more management companies.

Handled like a standard leasehold. Being newer doesn't change the forms — there'll still be service charges, ground rent and possibly a sinking fund.

Ask how many managing agents

On bigger estates there can be more than one. If so, we need a management pack from each — getting them moving early is what avoids the delay.

— The moving parts

What's different

Management packStandard form

The client applies for the standard management pack. It may include sale-pack documents, deeds of covenant and share certificates. Newly built doesn't mean a different pack — unless the management company has their own version.

Two management companiesTwo packs

On larger developments one company may collect ground rent for the landlord while another provides services. Where they're separate, the buyer's solicitor needs a pack from each. Always ask if there's more than one.

— On the call

Capture this upfront

Is there a management company?

Who's the freeholder and the managing agent?

Is there a separate residents' management company too?

Already applied for the management pack(s)?

If the pack's not requested"You'll want to contact your managing agent and request the management pack as soon as you can. It can take a few weeks, and we need it before exchange — so the sooner that's moving, the better."

Reassure them

"A new build is really just a leasehold sale, nothing unusual for us. We mainly want the management pack ordered early, especially if there's more than one company involved. After that it's standard."

What it is

A flat in a taller building — over 11 metres or five storeys — which brings extra building-safety paperwork.

It's a leasehold sale with two extra certificates under the Building Safety Act. Some firms charge more for these; we deal with them regularly.

The buyer's side will raise it regardless

So get ahead of it. The certificates live in, or come alongside, the management pack — order it early.

— Building Safety Act 2022

Two certificates

Leaseholder certificateThe client's form

A straightforward form the seller completes. We send it once we're instructed and guide them through it. It's required for the qualifying buildings under the Act.

Landlord's certificateIn the pack

A separate document. The management company usually tells us in the management pack what they're doing about it — so it typically comes through the managing agent, not the client.

— On the call

Capture this upfront

Is the building five storeys or more / over 11 metres?

Applied for, or received, the management pack?

Let them know a leaseholder certificate form is coming once instructed.

Tell the client"Because of the Building Safety Act there are two extra certificates for taller buildings. We'll send you a short form to complete, and the other one comes through your managing agent's pack. We deal with these all the time, so we'll walk you through it."

Reassure them

"It sounds technical, but the form's genuinely straightforward and we handle it for you. A lot of firms charge extra and make a meal of it — we just get it done."

What it is

The client owns a share of the property and pays rent on the rest to a housing association.

They're selling their share — but the housing association is involved throughout, and a couple of things work differently to a normal sale.

We quote on the full property value

Not just the share being sold. A 25% share of a £240k flat is still quoted on the £240k — that catches people out, so be clear about it early.

— The moving parts

What's different

ValuationThe client's job

Arranged through the housing association using their approved valuers, not the client's own surveyor. It has an expiry — if the sale doesn't complete in time, a new one's needed. It's the first thing to get moving.

Who's buyingTwo routes

Back to the housing association — they buy the share back and tell us how they want to proceed. Or to another private shared-ownership buyer — which needs a valuation and the buyer's approval first.

How it completesTransfer or new lease

Usually a transfer of the registered lease with the landlord's consent. Sometimes the association surrenders the lease and grants a new one instead — less common, and more work.

— On the call

Capture this upfront

Confirm it's a shared-ownership sale.

Selling back to the housing association, or to a private buyer?

Has the valuation been arranged through the housing association?

If not, advise them to contact the housing association straight away.

If the valuation's not arranged"The first thing to get moving is the valuation — you'll need to arrange that through your housing association, as they use their own approved valuers. The sooner that's sorted, the sooner we're off."

Reassure them

"Shared ownership has a couple of extra steps because the housing association's involved, but we do them regularly. Get the valuation booked and we'll handle the rest with them directly."

What it is

They bought with a government Help to Buy equity loan, which has to be repaid when they sell.

There's a restriction on the title that can't be lifted until the loan's repayment is organised — and the repayment comes out of the sale proceeds.

Catch it on the first call

If Help to Buy surfaces late, it causes serious delays. Capture it now and note it clearly — the redemption needs to be in motion early.

— The moving parts

What's different

The equity loanClient does it online

The client redeems it through the Homes England portal — straightforward and online, and faster done by them than us. We can't remove the title restriction until it's organised.

Loan and mortgage are separateTwo repayments

If they also have a mortgage, that's a separate repayment to the lender. The Help to Buy loan is repaid to Homes England directly — the client deals with them for that part; we handle the mortgage redemption.

— On the call

Capture this upfront

Is there a Help to Buy equity loan on it?

Redemption applied for through Homes England yet?

Is there also a mortgage to redeem separately?

Any other government scheme?

If not applied yet"You'll want to apply for the redemption through the Homes England portal — it's straightforward online, and quicker if you do it as you've got direct access. The sooner the better, because we can't lift the restriction on the title until it's in place."

Help to Buy ISA / LISA	Purchase-side only. Not relevant to a sale.
Right to Buy	Flag to Idris at instruction.

Reassure them

"The only extra bit is repaying the Help to Buy loan, and you can do that yourself online in a few minutes. Get that moving and the sale runs exactly like any other."

What it is

Changing who's on the title without a full sale — adding or removing a name.

Often a divorce, a separation, or gifting a share to family. Can be with money changing hands, or none at all.

If there's a mortgage, the lender must consent

You can't just move a name while a charge is on the property. Sometimes a deed of covenant is also needed for the incoming owner. Flag anything unusual to Idris.

— The moving parts

What's involved

Lender consentThe gatekeeper

If there's a mortgage, the lender has to agree to the change. That's usually the step that sets the pace, so confirm there's a mortgage and who it's with early.

Money or gift?Changes the checks

If money changes hands there may be tax and funding checks; if it's a straight gift between family, it's simpler. Either way a deed of covenant may be needed for the new owner.

— On the call

The "can I do it myself?" question

It's possible, but a TR1 on its own does nothing — they'd also need an AP1 application to the Land Registry and an ID1 for each person named, at roughly £75–£100 each. By the time that's done, it'd have been worth using a solicitor.

Say this"You can technically do it yourself, but it's a TR1, an AP1 to the Land Registry, and an ID1 for each person named — and those costs add up. Most people find it's not worth the hassle for what we'd charge to just handle it properly."

Reassure them

"It's a common bit of work for us and usually pretty quick — the main thing is the lender's consent if there's a mortgage. Tell us who's coming on or off and whether there's a mortgage, and we'll take it from there."

Become a SAIL rep.

Three stages to confident on the phone

From new starter to SAIL rep

Why we teach the logic

Four things to know

You can't sell what you don't understand

What is conveyancing?

Freehold vs leasehold

The journey of a sale

Where the fees come from

The words clients throw at you

Who does what

Qualify first. Then talk.

Objections, at a glance

Log these four things

The initial call positions you. The follow-up converts.

Good call yesterday, no commitment yet

"Still thinking" is a cover

They've got a cheaper quote

Always / never

We don't sell over the phone — we inform.

Provide value, don't push

The seven, at a glance

Book the date, then let go

Why it carries weight

Explain the game, don't attack the agent

The rules are on their side

The estate-agent email

The questions you'll have

One number, no windows

Everything up front, fixed from us

The questions you'll have

Cheaper feels safer

Don't match — teach them to compare

The Deposit Guarantee

The questions you'll have

Concede the perk, then out-legitimise

Everything is checkable

The verify-us email

The questions you'll have

They're not asking for a number

Honest range, then turn the refusal into trust

The questions you'll have

No backlog, no surcharge

The questions you'll have

Quick-fire brush-offs

For the moments you didn't see coming

Holding phrases

Extraction questions

Calm it without promising

Close the call

If they mention this, ask that

Common situations & questions

Redemption statements

ID, AML & verification

Signing, witnessing & forms

Enquiries: who answers what

File basics & common questions

A client mentions a tricky file type

What's different

Capture this upfront

The detail

Traditional vs modern

Capture this upfront

Red flags

Before we can start

How to handle it

What's different

Capture this upfront

Two certificates

Capture this upfront

What's different

Capture this upfront

What's different

Capture this upfront

What's involved

The "can I do it myself?" question