The file that has been 'waiting on searches' for weeks
A purchaser calls to ask why nothing is happening. The case handler looks at the file: searches were ordered, but not until the client's funds for them arrived, which was ten days after instruction. The local authority search is still outstanding. The drainage and environmental results came back and are sitting in an inbox unopened.
The case handler is running a large caseload and relies on memory and a daily scroll through the case management system to know which searches to chase.
Why searches hold files up
Some delay is outside the firm's control, since local authority turnaround varies around the country. But a lot of the wait happens before the order even goes in. Searches are ordered when the case handler has a moment, after funds are in and the plan is checked, and the right combination of searches depends on the property's location, whether it is a new build, and what the lender requires.
Once ordered, tracking is patchy. Search providers such as InfoTrack and others offer order tracking, but the case handler has to look at it, and results often arrive by email to whoever placed the order.
| Delay point | Inside or outside the firm? |
|---|---|
| Waiting for search funds | Inside: request sent late or unclear |
| Choosing and placing the order | Inside: depends on the case handler's time |
| Local authority turnaround | Outside: varies by council |
| Results unopened in an inbox | Inside: nobody notified |
| Chasing overdue results | Inside: depends on memory |
What slow searches cost
Search results are one of the things every buyer's file waits on before exchange. Time lost at the ordering stage adds directly to the transaction, and a chain is only as fast as its slowest file. Clients and estate agents ring for updates, which takes up yet more case handler time.
Results left unread also mean issues are raised later than they could be, pushing enquiries and the report to the client back further.
How we build search ordering and tracking
- Ready check: as soon as the file has the property address, the title and the client's go-ahead (and search funds, if your firm requires them), the tool prompts the case handler to order.
- Suggested pack: based on the postcode, property type, new build status and lender, it suggests the searches your firm normally orders for that combination, for the case handler to confirm or change.
- Order placed: the order goes to your search provider through its integration where one exists, so the case handler does not rekey the address and title details.
- Expected dates: each search gets an expected return date based on the provider's and council's typical turnaround, and overdue ones are listed daily.
- Results filed: returned results are filed to the matter automatically, and the case handler is notified with a short summary of which results have arrived.
- Client update: the purchaser can be told, with the case handler's approval, when searches are ordered and when they are all back.
Reviewing the results and deciding what to raise stays with the case handler. The tool removes the waiting that happens before and after.
What the caseload looks like afterwards
Searches go in as soon as the file is ready rather than when there is a gap in the day. Case handlers have a daily list of overdue results instead of scrolling through files. Results are filed and flagged when they arrive, so review starts sooner.
Clients and agents hear about progress without having to ring for it.
Does your firm have this problem?
- Searches are ordered days after instruction.
- Choosing the search pack depends on the case handler's memory.
- Search results sit unopened in inboxes.
- Overdue searches are chased from memory.
- Clients ring to ask whether searches are back.