In February 2025, RSL LAW formally launched its Phone First Guarantee: a commitment that every client will be offered a phone call in the first instance, on the same day they contact us.
It may sound like a small change. After all, answering the phone is hardly revolutionary!
But in today’s conveyancing market, it is becoming increasingly rare. And the consequences for clients, particularly those navigating complex transactions, are significant.
The problem we kept hearing about
The decision to formalise our Phone First Guarantee came after consistent feedback from clients about their experiences with other conveyancing firms.
The complaints were strikingly similar:
“My solicitor refuses to talk to me.” Clients forced into email-only communication, often dealing with multiple different people throughout their transaction.
“My enquiries never seem to end… I can’t get an answer.” Endless email chains between solicitors who refuse to pick up the phone to each other, turning simple questions into week-long exchanges.
“Nobody seems to care that I’m under pressure.” Out-of-office replies, delayed responses, and a sense that their solicitor has simply disappeared when they need them most.
For buyers using bridging finance or private lenders, clients we work with regularly, the problem is particularly acute. High street conveyancers often lack the experience to handle these arrangements efficiently, and without coordinated communication between solicitor, lender, and broker, transactions grind to a halt.
The result is staggering. Delays last not just days, but run into weeks and even months. In too many cases, it leads to complete transaction failure.
The data backs this up
According to research by Landmark Information Group and Ochresoft, UK property transactions now take an average of 17 weeks to complete, with sales taking up to 160 days. That represents an 88% increase since 2007 for sales, and a 60% increase for purchases.
Compare that to other global property markets:
Dubai: Cash transactions complete in as little as 10-14 days. Even mortgage-financed deals typically close within four to six weeks.
Singapore: Standard completion is 8-12 weeks.
The difference is as simple as communication.
In Dubai and Singapore, lawyers pick up the phone. In the UK, many no longer do.
Why is this happening?
Phone anxiety is a well-documented and growing issue in Britain.
Research from Uswitch shows that 23% of 18-34 year olds are reluctant to answer the phone at all. What was once seen as a generational quirk is now seeping into professional life as younger solicitors, lenders, and estate agents enter the workforce.
The cultural explanation is often politeness. British professionals do not want to be seen as rude or intrusive by calling someone unexpectedly.
But the irony is profound: this “politeness” is causing serious harm.
Clients are losing dream homes because simple questions that could be resolved in a two-minute phone call are instead taking three days and five emails to answer.
A 2025 report from Santander highlighted an estimated £1.5 billion cost to the UK economy through failed property transactions, with delays cited as a key reason.
What our international clients tell us
For RSL LAW’s clients, many of whom come from the Middle East, Eastern Europe, Asia, and other international markets, the British approach is genuinely shocking.
They are used to being able to call their lawyer and get an immediate response. In the UK, they are lucky if they get an email back within 48 hours.
The knock-on effect is serious. Every delayed response adds days to the transaction. Multiply that across multiple parties in a chain, and you can see why UK property purchases have become so painfully slow.
What the Phone First Guarantee means in practice
At RSL LAW, phone calls have always been a key part of our commitment to Exceptional Client Care. But this marks a significant step up in our mission.
Our Phone First Guarantee means exactly that. If a client needs to talk, we will be there. Our team will strive to answer your call immediately, and if not, calls are returned within one business day. It’s as simple as that.
If the industry is serious about reducing transaction times, improving client satisfaction, and restoring confidence among international investors, then communication culture must change.
Nobody should be forced to coordinate between parties who refuse to talk to each other. The solicitor’s job is to drive the bus, not leave the client stranded in the middle of the road.
Solutions that others don’t offer
At RSL LAW, we focus on solutions that others do not offer.
Whether that is navigating complex source of funds enquiries, working with bridging and private lenders, or simply being available when our clients need us, we take on cases that high street firms turn away.
As one mortgage adviser recently wrote in his review after we helped complete a challenging ROSCA-related transaction:
“I’m sharing this for any professionals that might one day need really specific help from another professional but aren’t sure where to look.”
That is what we are here for.
If you would like to discuss a property matter, complex or straightforward, our team is always ready to listen.
And yes, we pick up the phone.