The Clock is Ticking: Can Estate Agents Afford to Ignore Chain Visibility Solutions?

In a recent Landmark study, estate agents revealed key insights into how they could boost productivity and efficiency in their field. A striking 43% of estate agents felt that greater visibility of a transaction as it progresses would have the most significant positive impact on their productivity. Meanwhile, 42% pointed to greater certainty in transactions as their top priority. These findings highlight a clear desire for clarity and control in an industry often plagued by uncertainty. The same study uncovered another telling statistic: estate agents now spend on average, 55% of their time chasing stakeholders or being chased for updates—a notable 11% increase from 2023 figures. This growing burden underscores a critical inefficiency in the current process.

The Productivity Drain: Why Estate Agents Are Losing Valuable Time

When asked where they plan to focus to improve efficiency and cut costs, 47% of estate agents said they intend to digitise more processes, while 49% aim to assign workloads more effectively. These responses signal a willingness to embrace change, particularly through technology. On the flip side, buyers and sellers echoed a similar sentiment. When asked what would enhance their experience, 47% of them cited better communication between estate agents, lenders, and conveyancers as their top priority, while 39% of homebuyers specifically craved more updates from their agents.

Consumer Expectations vs. Reality: The Gap in Estate Agency Services

None of this is surprising. In today’s world, consumers are accustomed to seamless, tech-driven experiences in nearly every other industry—whether it’s tracking a parcel delivery or monitoring a bank transaction. They expect timely updates, transparency, and predictable outcomes. Yet, when it comes to buying or selling a home in the UK, that certainty evaporates. Technology seems to vanish, leaving buyers, sellers, and agents in the dark. The irony? This doesn’t have to be the case. Solutions like chain-viewing technology could provide estate agents with real-time insights into the sales process, slashing the time spent chasing updates and enabling proactive communication with clients. With the government also pushing for upfront information to streamline home transactions, the pieces are in place for a transformation. So why isn’t every estate agency jumping on board?

The Risk of Ignoring Chain Visibility Solutions

The reluctance of some agencies to adopt chain-viewing technology or similar tools is puzzling, especially given competitive pressures and the housing minister’s renewed focus on connecting the data dots in the property chain. For those choosing to “fly blind,” the risks are twofold. First, they overburden their staff, who may grow frustrated spending more than half their day on preventable administrative tasks. Talented agents might soon seek greener pastures at tech-savvy firms where their workloads are balanced, and visibility is prioritised. Second, these agencies risk losing customers to competitors who leverage technology to deliver faster completions and happier clients—fuelling word-of-mouth referrals that drive business growth.

What’s Holding Agencies Back?

So, what’s holding some estate agencies back? Resistance often stems from a mix of inertia, cost concerns, and a lack of tech literacy. For smaller firms, the upfront investment in software can feel daunting, even if the long-term savings and efficiency gains far outweigh the initial outlay. Others cling to traditional methods, fearing that new systems might disrupt established workflows or alienate staff unaccustomed to digital tools. There’s also a cultural hurdle: some leaders view technology as an impersonal intrusion into a people-focused industry, overlooking how it can enhance, rather than replace, human interaction. Finally, a lack of awareness persists—some agencies simply don’t know these solutions exist or underestimate their impact.

The Duty of Estate Agents to Evolve

Yet, estate agents have a duty of care to their clients and their teams. Just as we expect doctors to stay abreast of medical advancements to treat patients effectively, estate agency leaders must keep pace with tools that make transactions smoother and less stressful. The technology isn’t rocket science—it’s readily available and proven to work. Agencies already embracing it are reaping the rewards: they attract top talent, delight customers with faster completions, and gain a competitive edge. These forward-thinkers are setting the standard for the future of the industry.

The Time to Act Is Now

As of 25 February 2025, the message is clear: estate agencies that resist change risk being left behind. Those who harness technology to provide visibility, certainty, and communication will not only survive but thrive—delivering better outcomes for all involved. The tools are there. The will is there. It’s time to act.