Panel management in conveyancing is supposed to be about giving advisers the ability to offer clients a range of options, not steering them into a one-size-fits-all solution.
But that’s exactly what’s has been happening across different parts of the market, where some panel managers are offering little more than a single preferred firm — sometimes even insisting that only one firm can be used. That’s not what panel management is supposed to be. That’s not choice.
For example, having remortgage conveyancing products that, on paper, look attractive, but come with a considerable catch. In order to access the product, advisers have to direct all the conveyancing work to one specific law firm. No alternatives. No flexibility. No transparency about why that firm is the only one available.
For brokers trying to place cases with clients who might have specific needs - or simply those who want control over service quality - that kind of limitation can be deeply frustrating. And when things go wrong, it’s the adviser who is likely to be first in the firing line.
This kind of restrictive approach also starts to raise questions about independence. Some panel managers are tied commercially — or even structurally — to the law firms they promote.
That doesn’t just narrow choice, it also risks putting the broker’s recommendation in conflict with the client’s best interests. If the adviser can only access a single law firm, what happens when that firm hits capacity, or experiences service issues, or falls short on communication? There’s nowhere else to go. And that can have a real impact, especially in busy or high-pressure periods.
Take the recent market environment, particularly over the last few months in the build up to the stamp duty deadline of 31st March. We’re completely aware of how, for large numbers of conveyancing firms across the country, this has been a huge stretch in terms of activity, resources and man hours.
Workloads spiked, as did the stress levels of everyone involved - clients, brokers, conveyancers. In that kind of environment, having multiple options via a panel manager is not just a nice to have, it’s an absolute necessity.
Brokers whose panel manager offers genuine choice can highlight those firms who are under pressure, or those where workloads are not conducive to a specific timeline being met. However, again, if those choices are limited, then you do not have this luxury, and you are effectively putting your eggs in a limited number of, potentially already full, baskets.
There’s a broader point here, too, about how panel management is structured. When the fee model prioritises large referral commissions and chunky panel fees, it’s usually the conveyancer that loses out.
The law firm gets paid less, which means they need to carry higher caseloads to make the same return. That leads to overstretched case handlers, longer response times, and — ultimately — a worse experience for the client. Everyone says they offer great service, but very few explain how they’re set up to deliver it.
Service doesn’t fall down because firms want to deliver poor outcomes. It falls down because they’re under-resourced and underpaid. If the system doesn’t allow firms to earn fairly, it’s no surprise when the service struggles to meet expectations. And when the client feels let down, it’s the broker who has to manage that relationship and rebuild trust — sometimes with no real explanation to offer.
All of this points to one thing: advisers need to know exactly how their panel manager operates. Is there real choice on offer, or just the illusion of it? Are law firms included based on quality and suitability, or simply because of ownership links or commercial arrangements? Are all costs clear from the start, or are hidden fees likely to emerge once the case is underway?
There are, thankfully, panel managers out there that still value transparency, independence, and genuine choice. Advisers working with partners such as ourselves tend to find that not only are their clients better served, but they themselves face fewer issues post-recommendation. The quote reflects the real price. The service is consistent. And there’s room to manoeuvre when things get busy.
In a market where service pressures are only likely to increase, and where clients expect both value and clarity, these things matter more than ever. If your current panel manager isn’t offering that, it might be time to take a closer look at the alternatives.
