^{By Elizabeth Jarvis, Managing Director, OneSearch}

I read recently about a term in psychology called the ‘normalisation of deviance’. It describes what happens when teams repeatedly encounter a problem, nothing catastrophic comes of it, and so the problem gradually becomes accepted as the norm.

The deviation from the standard becomes the standard.

It happens in conveyancing practices all the time, and search provider relationships are one of the most common places it takes root.

You chase an update. Nothing terrible happens. You chase again the next time. Still nothing terrible. After a while, chasing is just part of the process. The deviation – your provider not updating you proactively – has become normalised. And the energy you spend managing around it has become invisible, because it’s been absorbed into the rhythm of your working day.

This is what I’d call the ‘Cost of Quiet Stress’. And unlike the obvious costs in legal practice, things like missed deadlines, errors, complaints… it rarely appears on anyone’s radar because it never quite crosses the threshold that would force a response.

But it has a real impact; on your time, on your focus, on the cognitive load your team carries through every transaction. And if you’ve just completed our search provider scorecard, your results are partly a measure of how much of it you’ve been absorbing.

What each category is really measuring

Let me take you through the six categories – not just what the questions ask, but what the underlying scores are actually telling you.

Data accuracy: do you have a reason for confidence, or just an absence of evidence.

Low confidence in data accuracy doesn’t always mean you’ve experienced problems. More often it means you don’t have enough visibility into the process to be sure either way.

There’s an important distinction between a provider who hasn’t caused you a problem yet, and one who has systematic verification built into their process. The former gives you hope, the latter gives you grounds for confidence. If you can’t explain why you trust your provider’s data – if the honest answer is “we haven’t had issues” – that’s worth examining.

Turnaround times: is your confidence based on consistency or just recent luck?

A fast average turnaround is less valuable than a predictable one. What creates the Cost of Quiet Stress in this category isn’t the occasional delay – it’s the background uncertainty about whether you can plan around your provider when it matters.

Everyone talks about speed; the more useful question is reliability. If you scored well here, consider whether that’s based on a consistent pattern you could describe with confidence, or on the fact that it hasn’t been seriously tested recently.

Customer service: partner or supplier.

This is the framework I come back to most often.

Suppliers process orders. They respond to queries. They resolve problems when raised. Partners do all of that – and they anticipate, they flag, they stay in contact without being prompted. They treat your problem as their problem before you’ve had time to begin stressing over it.

The distinction is invisible when everything runs smoothly. It becomes very visible (not to mention very consequential) when something doesn’t.

Account management: the relationship that should exist but often doesn’t

Of all six categories, this is the one with the biggest gap between what firms typically experience and what they could reasonably expect.

Genuine account management means someone who knows your firm well enough to notice when something has changed; in your caseload, in your market, in the regulatory environment you’re operating in, and brings relevant information to you before you’ve had to ask.

If the only time you see your account manager’s name is on a Christmas card or an auto-renewal notice… you don’t have a relationship, you have a pen pal.

Search pack completeness: the risk that’s invisible until it isn’t

The normalisation of deviance is particularly acute here. Firms order what they’ve always ordered. Transactions complete. Nothing catastrophic happens. The assumption that the pack is appropriate hardens into habit, even as caseloads evolve and the landscape around specific transaction types changes.

A strong score here reflects active review – either by you, or prompted by a provider who flags relevant additions. A weaker score often reflects an assumption that hasn’t been examined recently.

Value and confidence: what is quiet stress actually costing you.

The final category gets closest to the real question. Not whether your provider is delivering to a minimum standard, but whether they’re giving you genuine confidence – the kind where you advise clients knowing the data behind you has been properly verified.

That confidence has a value that doesn’t appear on an Excel spreadsheet. Its absence shows up in extra checking, in slightly more cautious advice, in the cognitive overhead of holding a low-level background uncertainty through every transaction.

Across a full working week, across a full team, that overhead is not trivial.

The standard worth measuring against

To make this concrete, here’s a simple way to think about what you should be expecting versus what many firms have normalised:

 The ‘Cost of Quiet Stress’ lives in the gap between those two columns. It’s real, it’s cumulative, and it’s optional.

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What to do with your result

If your score was strong across the board – genuinely, not just in the absence of problems – the main thing is to keep asking the questions. Provider quality drifts. The firms who notice earliest are the ones who check periodically rather than assuming continuity.

If your score flagged gaps, particularly in data accuracy, account management, or customer service, those are worth a proper conversation. Not a presentation. An open chat around your specific situation – what you’re currently getting, what you’re not, and whether the gap is worth closing.

That’s what our search pack review is. Straight talking, no agenda beyond giving you a clearer picture.

The cost of quiet stress is real. But it’s also optional.

^{By Elizabeth Jarvis, Managing Director, OneSearch}

There’s a particular kind of underperformance that’s hard to see from the inside.

It doesn’t announce itself, and it doesn’t cause a catastrophic failure that forces a reckoning. It just accumulates, quietly, consistently, until it becomes the background noise of your working day. And then you stop hearing it.

After more than three decades in property search, I’ve had countless conversations with conveyancers who, after switching providers, said something like:

“I didn’t realise how much energy I was spending managing around them until I didn’t have to anymore.”

That’s the friction you stop noticing. Not because it goes away, because you absorb it.

Why the worst underperformance is the hardest to spot.

The providers most likely to cost firms time and confidence aren’t usually the ones who make obvious mistakes. Those are easy to act on.

The harder cases are providers who are mostly fine, who deliver reliably most of the time, who respond when chased, who process what they’re asked to process, but who don’t do the things that would make your working life meaningfully easier.

They don’t flag when something in a result looks inconsistent. They don’t proactively suggest a more appropriate product when a transaction warrants it. They don’t reach out when they haven’t heard from you. They don’t have a person who knows your firm, your caseload, the particular pressures of your market.

None of those omissions look like failures on an invoice. They show up as friction, in the extra ten minutes here, the nagging uncertainty there, the occasional moment when you wish you had someone to call who knew the context.

A real example worth considering.

We see cases where planning history in a local authority search has been correctly recorded but attached to a different property. Same street name, same numbering format, different location within the same council area. The data itself is accurate. The connection isn’t.

To a provider processing at volume, this kind of inconsistency is far too easy to miss; to a conveyancer advising a client on the basis of that planning history, it can mean rework, delay, and a difficult conversation at exactly the wrong moment in a transaction.

The question isn’t whether your current provider has made this kind of error. It’s whether they have the processes in place to catch it before it reaches you… and whether you’d know either way.

The problem with “it’s fine.”

In busy practice, it’s fine is a completely rational response to a provider who isn’t actively causing problems. You have enough genuine fires to deal with without manufacturing concerns about something that’s mostly working.

But mostly working and working well are meaningfully different things.

The gap between them tends to widen gradually, in ways that are easy to miss until you step back and look at the whole picture.

When did you last actively think about whether your search provider is the right one? Not in response to a specific problem, but as a considered question in its own right?

For most firms, the honest answer is: not recently. Possibly not ever.

That’s not a criticism. It’s just the reality of how these relationships tend to work. You make a choice – based on a recommendation, a price point, or simple inertia from whoever the firm used before – and then you get on with the work.

Let’s set a new baseline for what you should expect.

Your provider should have a genuine understanding of your caseload – not a vague sense of what kind of firm you are, but a working knowledge of the transaction types you oversee regularly, the local authority areas you operate in, the complications you most commonly encounter.

They should be telling you things you didn’t ask, not just answering the questions you raise, and when something goes wrong – because it will, sometimes, in any complex data-driven process – they should be on it before you’ve had to chase.

Not because it looks good. Because your time is too valuable to spend following up on things that should already be resolved.

An honest five minutes

Rather than take my word for it, do your own assessment.

We’ve put together a short scorecard – eighteen questions across six categories – that gives you an honest picture of where your current provider stands. It takes about five minutes. There’s no obligation attached to the result.

If your provider is doing well across the board, you’ll have more confidence in that than you probably have right now. And if there are gaps, you’ll know where they are – which is always more useful than a vague sense that something isn’t quite right.

The friction you’ve stopped noticing is still there. The only question is whether it has to be.

^{By Claire Slade, Business Development Manager, OneSearch}

Claire Slade reflects on her conversation with Rebecca Bidwell and a new chapter for Ladies of Law.

A couple of weeks ago, I sat down with Rebecca Bidwell, the new CEO of Ladies of Law, for a podcast I’d been looking forward to for some time.

What started as a discussion about our partnership quickly became something much broader: a conversation about community, confidence and the role that supportive networks play in helping people thrive in the legal profession.

My own connection with Ladies of Law goes back to the early days of my time at OneSearch. One of my priorities after joining was building relationships across the Midlands legal community, and not long after, I attended my first Ladies of Law event.

What struck me wasn’t any one individual. It was the atmosphere in the room. There was a genuine willingness to support one another, share experiences and create opportunities for fellow professionals.

That’s something that’s stayed with me ever since.

A community built by its members

One of the most striking moments from my conversation with Bec came when she talked about launching the Ladies of Law ambassador programme.

Expecting a modest response, she opened applications and hoped a few members might put themselves forward. Instead, more than 200 women volunteered their time and experience to help support the community. The first cohort had to be capped at 50 people.

That level of engagement speaks volumes.

In a profession where confidence can sometimes lag behind capability, it’s a reminder that many people want to be part of something bigger than themselves. They want to share knowledge, champion others and help create pathways for the next generation.

As Bec put it: “They just want to support us, and in return, we just want to support them. So it works.”

Why this partnership makes sense

During the conversation, Bec turned the spotlight back onto me and asked what sets OneSearch apart. My answer was simple: when our clients need us, they speak to real people.

Yes, technology matters. Processes matter. Efficiency matters.

But relationships matter too.

The more we talked, the more I realised that this principle sits at the heart of both setups. Whether it’s a search provider supporting conveyancers or a professional network supporting women in law, success ultimately comes down to people showing up for one another.

That’s why this partnership feels so natural.

Looking ahead

We also discussed Bec’s vision for the future of Ladies of Law, including expanded events, educational opportunities and creating a central hub where members can connect, learn and share experiences openly.

With new events planned across Birmingham, London and Manchester, as well as the Ladies of Law Awards later this year, it’s clear the community is entering an exciting new chapter.

For me, the conversation was a reminder that professional success isn’t built in isolation. It’s built through relationships, shared experiences and communities that create space for people to grow.

I hope you enjoy the podcast as much as I did.

As part of our ongoing partnership, Ladies of Law members can also access a complimentary Local Authority Search, Drainage & Water Search and Environmental/Climate Change Report, worth up to £150.

You can find full details on the offer page here.

The conversation around upfront information is gathering pace.

The Government Home Buying and Selling Reform, industry collaboration and growing consumer expectations are all pointing towards a future where more property information is available earlier in the transaction process.

While the detail and timing of future reforms will continue to evolve, the direction of travel is becoming increasingly clear: better information, shared sooner, to support faster, more transparent and more certain property transactions.

For conveyancers, that presents an opportunity.

How can firms begin preparing for that future today while continuing to deliver efficient, informed and client-focused services?

That’s where Sales Pack Ready comes in.

Supporting better-informed transactions from the start

For many conveyancers, one of the biggest challenges in a transaction is dealing with issues that only emerge once a matter is already underway.

Whether it’s property-related risks, local considerations or information that triggers additional enquiries, late visibility can create delays, uncertainty and additional work for everyone involved.

Sales Pack Ready has been developed to help address that challenge.

By bringing together trusted property information at the earliest stage of a transaction, Sales Pack Ready helps conveyancers gain earlier visibility of important information and start transactions from a stronger foundation.

Why earlier information matters

The industry’s focus on upfront information is not simply about regulatory reform. It is about improving outcomes across the transaction chain.

Research referenced within HM Land Registry’s strategy identified that transaction fall-throughs cost sellers around £400 million every year across England and Wales.

While no single solution can eliminate every delay or failed transaction, the earlier key information is available, the greater the opportunity to identify issues sooner, support better informed decisions and reduce unnecessary surprises later in the process.

For conveyancers, that can mean more productive conversations with clients, earlier risk identification and greater confidence as transactions progress.

Designed for conveyancers

Sales Pack Ready helps conveyancers access trusted property information at the outset of a transaction, supporting a more informed approach from instruction onwards.

Benefits include:

• Earlier visibility of property-related issues and constraints
• Better-informed client conversations from the beginning
• Reduced reliance on information emerging later in the process
• Improved transaction readiness
• Greater confidence when progressing matters

Rather than changing the way conveyancers work, Sales Pack Ready is designed to help firms start with more information already available.

What’s included?

Sales Pack Ready brings together a bundle of trusted property information, including:

• Regulated Local Search
• Drainage & Water Search
• Homecheck Residential Report

Together, these provide an early view of potential risks, constraints and considerations that could affect a property transaction.

Supporting better collaboration across the transaction chain

While conveyancers are at the heart of the transaction process, the benefits of earlier information extend beyond the legal profession.

Estate agents can help sellers bring properties to market in a more informed and prepared position. Buyers gain greater transparency earlier in the process. Lenders and brokers can access important property insights sooner.

By helping make trusted property information available from the outset, Sales Pack Ready supports a more connected and collaborative approach across the transaction chain.

Why act now?

The move towards greater use of upfront information will be gradual, but the advantages of earlier access to trusted property information are relevant today.

At OneSearch, we believe that when innovation can help improve outcomes for conveyancers and their clients, it should be made available as early as possible. This gives firms time to understand emerging approaches, assess how they fit within existing processes and adopt change at a pace that works for them.

Sales Pack Ready provides a practical way to begin that journey today while preparing for the future direction of the property market.

A market ready for change

Rob Steadman, Sales Director, said:

“The industry’s ambition is clear: faster, more transparent and more certain property transactions. Achieving that starts with improving the availability of trusted information at the beginning of the process.

Sales Pack Ready helps conveyancers and property professionals take practical steps towards that future today. By bringing key property information together earlier, we’re helping firms become better prepared while supporting the direction of travel set by both industry and Government.“

Looking ahead

The move towards greater use of upfront information will not happen overnight.

However, momentum behind the Government Home Buying and Selling Reform continues to grow, and firms are already considering how they can adapt to changing expectations and evolving ways of working.

Sales Pack Ready offers a practical way for firms to begin preparing today while building confidence for the future.

As the market continues to evolve, OneSearch will remain a trusted partner to conveyancers, helping firms understand upcoming changes, adapt with confidence and realise the benefits of earlier access to trusted property information.

Find out more

Ready to take a more informed approach from instruction?

Speak to your Account Manager or contact the OneSearch team to learn more about how Sales Pack Ready can support your firm.

As a trusted partner to conveyancers, we’re here to help you prepare for and benefit from the opportunities created by the Government Home Buying and Selling Reform.

Landmark’s Q2 2026 Residential Property Trends Report shows a market that remains stable but restrained, with healthy stock levels helping to support activity while lower transaction volumes continue to point to a longer-term challenge for the sector.

While year-on-year comparisons are measured against an unusually strong 2025 baseline shaped by the Stamp Duty Land Tax deadline in March 2025, the data also highlights how affordability pressures and wider uncertainty are continuing to weigh on momentum.

In England and Wales, new property listings across Q2 were only marginally below last year at just 1% compared with Q2 2025, suggesting supply remains broadly steady. Encouragingly, June recorded the highest level of sold subject to contract (SSTC) volumes so far this year and finished just 4% below June 2025, despite Q2 SSTC volumes sitting 7% lower year-on-year.

Scotland saw a softer quarter, with listing volumes averaging 9% below Q2 2025. Sold subject to missives (SSTM) volumes were down 6% and completions were down 5% compared with Q2 2025, while registered sales in April and May were 3% lower year-on-year. Search activity remained broadly flat, suggesting activity has not withdrawn completely but is progressing at a more subdued pace.

Search order volumes in England and Wales were down 8% compared with Q2 2025, with activity peaking in March (up 15% YoY) before easing through the quarter rather than following the usual seasonal uplift. Viewed alongside resilient instruction volumes, this suggests buyers remain active but are taking longer to progress transactions as affordability pressures and market uncertainty influence confidence and decision-making.

Across both markets, the data points to underlying activity remaining present, but at more subdued levels and at a cautious pace. In Scotland, the Scottish Government’s first-time buyer support scheme could provide some impetus from Q4. However, lower transaction volumes remain a longer-term trend overall, reinforcing the need to address the friction and uncertainty that can slow progress from agreed sale to completion.

Longer transaction times continue to reinforce the need for greater speed, transparency and certainty across the homebuying and selling process in England and Wales.

Simon Brown, CEO, Landmark Information Group, said

“Our data for Q3 2026 demonstrates that the market remains resilient despite a challenging backdrop. Healthy stock levels and strengthening transaction pipelines show the appetite to move is still there, but affordability pressures and wider uncertainty are influencing how quickly buyers are progressing through the transaction process.”

“While Government and industry cannot control wider economic conditions, we can address the friction and uncertainty within the transaction process itself. As homebuying and selling reform progresses, the focus must be on creating a more transparent and predictable experience, in continued partnership with the sector, that gives consumers greater confidence to move. The data reinforces the need for a more connected homebuying and selling process, where better collaboration and the seamless flow of information help reduce delays, improve certainty and keep transactions progressing, regardless of wider market conditions.”

Read the full Q2 2026 Residential Property Trends Report for England & Wales here.

Learn more about the Project 28 Charter and the industry-wide commitment to faster, more certain property transactions here.

Climate considerations are becoming embedded in conveyancing but timing and consistency remain key challenges.

Our parent company Landmark’s latest climate change market research shows:

• 81% of property professionals now treat climate risk as core due diligence.
• 75% say risks are identified too late to prevent disruption in many transactions.
• Responsibility is still shared across stakeholders but is not yet clearly defined.

The next step is clear: ensuring climate insight is delivered early enough, and clearly enough, to support confident client decisions.

Download Climate change in the property sector 2026: turning insight into action to learn more.