The online quote is £400 cheaper.

It looks like an easy win until the chain gets awkward, somebody needs an answer today and you realise you are not quite sure who is handling your file.

That is the real conveyancing comparison.

Not simply online versus local, or solicitor versus licensed conveyancer, but what you are paying for when the transaction stops being straightforward.

A low headline fee is not automatically a bad deal.

A local office is not automatically a better one.

 The real question is whether the quoted service matches the property, the chain and the amount of support you are likely to need.

What should be included?

Start with the quote itself. The Solicitors Regulation Authority requires regulated firms that advertise residential conveyancing to publish clear information about costs and service.

That should include the total cost, the basis of the charges, likely disbursements, VAT, what is included, what is not included, key stages, typical timescales and the experience of the people doing the work.

Those details are more useful than a large “from” price on a comparison page.

Ask for the full written estimate and check whether it covers a sale, a purchase, a mortgage, or all three.

Ask whether the fee changes for a leasehold property, a new build, an unregistered title, a transfer of equity, gifted deposits, a management company or a particularly long chain.

Also ask what happens if extra legal work is needed.

For example, will you pay more if the solicitor has to deal with a title restriction, a missing document, a right-of-way issue or repeated enquiries from the buyer’s solicitor?

Disbursements are another place where two apparently different quotes can become much closer.

 These are payments to third parties, such as search providers, HM Land Registry and, where relevant, a lender or management company.

They may sit outside the headline legal fee, so compare the estimated total rather than the solicitor’s charge alone.

For a Norfolk property, the local authority involved can matter. 

Norwich City Council publishes its own local land search charges in its 2026-27 fees schedule.

 That is a useful reminder that some costs relate to the property and council area, not to whether your conveyancer has an office nearby.

Who actually knows your file?

The phrase “dedicated case handler” can mean different things.

 It might mean one named solicitor with support from a team.

 It might mean a case manager, with legal work escalated when needed. It might mean a shared inbox and a portal.

None of those models is automatically wrong. The important thing is to understand it before you instruct the firm.

Ask for the name and role of your main contact.

Who covers the file when they are away?

Can you speak to the person making the legal decisions, or only leave messages?

What is the usual response time for emails and calls?

 Will urgent chain updates be dealt with by phone, or placed in a queue?

An online portal can be genuinely useful.

It can keep documents, checklists and updates in one place, and it may suit buyers who prefer managing everything digitally.

But a portal is not the same as communication.

The Legal Ombudsman’s 2024-25 data says residential conveyancing complaints largely centred on poor communication and delays, including missed deadlines.

It also reported that 78% of resolved residential conveyancing complaints involved poor service being found.

That does not prove that online firms communicate badly, or that local firms communicate well.

It does show why communication should be treated as part of the service you are buying, rather than an optional extra.

When might online make sense?

An online service may suit a relatively simple, registered freehold transaction where you are comfortable uploading documents, checking a portal and chasing progress when necessary.

It may also work well if the firm gives you a clear named contact, transparent escalation route and realistic explanation of what is included.

The convenience can be valuable if you work unusual hours, live away from the property or prefer written updates. “Online” does not necessarily mean distant in practice: many local firms also use digital identity checks, electronic signatures and online case management.

When is local access worth paying for?

Local access is most valuable when it gives you something specific, not merely a postcode.

That might be the ability to sit down with someone to explain a complicated title, a trusted contact who can interpret a problem quickly, or continuity when several professionals are involved.

It can be particularly reassuring if the matter involves an unusual property, a leasehold flat, a rural access arrangement, planning history, a boundary concern or a chain under pressure.

But do not assume that a local office guarantees specialist knowledge of every issue.

Ask who has handled similar matters and what they would charge if specialist advice is required.

A nearby office is also not a substitute for checking regulation, insurance, complaints procedures and lender-panel status.

If your mortgage lender requires the conveyancer to be on its panel, confirm that before instructing anyone.

Changing firms later can create delay and extra cost.

The comparison questions to save

Before choosing, ask each provider:

1. What is the estimated total, including VAT and likely disbursements?

2. What is not included in the quote?

3. What could trigger an extra fee?

4. Who is my named contact and who covers their absence?

5. How do I get an urgent answer during a chain problem?

6. How often will I receive progress updates?

7. Will the person I speak to be legally qualified, and who supervises the work?

8. Is the firm approved by my mortgage lender, if I am borrowing?

9. What is the complaints process, and which ombudsman or regulator applies?

10. What happens if the transaction falls through?

The best choice may still be the £400-cheaper option.

Or it may be the firm that costs more because it provides clearer explanations, easier access and fewer surprises.

The point is not to pay for “local” as a label. It is to pay for the level of attention, continuity and legal work your move actually needs.

Save these questions before you choose who handles your next move.

Useful Resources

1. SRA: Transparency in price and service

2. HM Land Registry: Land registration searches, fees and forms

3. Norwich City Council fees and charges 2026-27

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