Frequently Asked Questions
What does the Customer Account show me?
Your Customer Account will show you a high level view of your sale and/or purchase along with an explanation of what is happening/will happen at each stage. You will also have access to any documents which are made available to be completed electronically. Completing information in this way will help to reduce the time taken to progress your case when measured against documents being returned by post. Any outstanding tasks which you are required to complete will be flagged up under either the sale or purchase file as appropriate.
How do I know what is happening with my transaction?
The case tracker will show you a high level view of your sale and/or purchase, and a more detailed explanation of the position of each milestone will be given below. By clicking on each milestone within the tracker, you can see a brief description of what to expect from that stage, what has happened or if overdue, what the cause may be.
If you would like to speak to someone about your case, call or email your Conveyancer, as shown in the Key Contacts list, who will be happy to provide you with an update.
Who are the Key Contacts?
The people listed under your Key Contacts are the individuals most closely connected to your transaction and as such, those who can provide the relevant assistance where required. Your Conveyancer is the person managing your transaction from your instructed solicitor and will be the subject matter expert throughout. Your Account Manager is the individual who will have processed your instruction initially and will serve as your point of contact should you have any concerns about Your Conveyancer or queries about the information within the Customer Account. Your Agent is the person within your Estate Agent’s office who initially referred the conveyancing lead and will likely be your day to day contact for your sale or purchase.
Who can I call if I’m having technical difficulties?
If you experience any issues with your Customer Account, please call or email Your Account Manager, or else contact email@example.com and we will be happy to assist.
I have forgotten my password, how can I find out what it is?
Should you ever lose your password and are unable to access the Customer Account, email firstname.lastname@example.org or call 01480 409 586 and we will be happy to provide you with a new one.
How do I change my password?
You will be provided with a system generated password upon instruction which can be used to access your Customer Account for the first time. Should you wish to change this password at any time, click on the My Details button at the top of the page and enter your new password in the relevant section of the form.
How do I update my contact details?
To change any of your contact information, click on the My Details button at the top of the page and amend the relevant sections as applicable. The new information will be passed to Your Conveyancer.
Why should I complete the documents online?
The majority of delays in any transaction, particularly during the initial stages, are as a direct result of having to wait to receive information through the post and then return them in the same way. By making your documentation available for completion online, we can cut precious days off of the time take to get you Ready to Go so that once all parties are in a position to move, you can Exchange contracts without delay.
How do I complete the documents online?
To complete any of the forms online, simply click on either the document icon or the “complete online” link and the form will open in a new window. Work your way through the form as you would if you were completing it by hand. You will have the option to save your progress at any time so that you can re-access and complete when appropriate. Once your form has been submitted you will not have the option to edit it. We therefore recommend that you do not submit your form as complete until you are certain that you have answered all of the necessary questions.
Should you have any queries about the questions in any of the forms or the information you are being asked to supply, please contact Your Conveyancer who will be happy to assist.
Can I change the information at a later date?
You can save the forms and edit as many times as you like prior to submitting the final version. However, once you have submitted the form as complete, you will not be able to re-access it to amend. If you have submitted the form and feel there are changes you wish to make, please contact Your Conveyancer who will be able to make the changes on your behalf.
Who will have access to the information I supply?
Due to the sensitive nature of the information supplied in the forms, only you and Your Conveyancer will have access to their contents. Both Your Agent and Your Account Manager will be able to view the progress of your file but not the personal information within the forms.
Can I print the documents and complete them by hand?
If for any reason you would prefer to complete the forms by hand, please contact Your Conveyancer who will make available PDF copies, either by posting them to you, or by uploading to Your Account for retrieval.
What is the Upload document facility for?
As you complete your forms, you will be prompted to supply additional information required by Your Conveyancer as evidence of the answers you have given. Much of this information will be required by the other side’s Conveyancer as part of their investigation of the property prior to the sale.
Should you wish to do so, you can upload scanned or electronic copies of the required documentation into the document repository, which will then be made available to Your Conveyancer along with the electronic forms you have completed.
If I have a question about completing a document, who should I call?
Your Conveyancer will be able to help you should you have any queries about the questions in the forms, or the information you need to supply.
If you have any technical problems when completing the forms, email email@example.com or call 01480 409 586.
Do I need to sign the documents?
At the bottom of the form, you will find a tick box to indicate your acceptance of the information you have provided, in the absence of a signature. However, as Your Conveyancer will still require signed authority from you in order to proceed, you will find an entry in the Terms of Business sent to you by post indicating that your acceptance of the Terms also covers your agreement to the answers given in the electronic forms.
When can I speak to My Conveyancer?
The majority of our Conveyancing Panel work between 9:00 am and 5:00 pm. Should you have any trouble contacting Your Conveyancer, please contact Your Account Manager who will be happy to assist where possible.
How do I contact My Conveyancer?
You will find the contact details for Your Conveyancer listed in the Key Contacts section of your Account. Here you will find their direct line and email address. Should you have any trouble contacting Your Conveyancer, please contact Your Account Manager who will be happy to assist where possible.
How will I know when I need to supply information?
As your transaction progresses, you will be required to supply Your Conveyancer with various documentation, beginning with the Property forms to be completed in order to initiate your file.
You will find a list of outstanding actions in your To Do list within your Account, showing the tasks that need to be undertaken in order to progress your transaction. In addition, we will send you regular emails to prompt you of the need to complete this information in order to avoid any delays as your case progresses.
What do each of the transaction stages mean?
At the top of your Account page, you will find a progress tracker showing the various stages and milestones of the transaction. The key milestones of Legally Ready, Sold Subject to Contract and Ready to Go are shown as diamonds, indicating the important achievements of the transaction. These can only be achieved through the supply of the information shown as circles.
By clicking on each milestone, you will see more information shown below, indicating what is happening or will happen during that stage.
What if my sale/purchase falls through?
If, for any reason your sale or purchase does not go ahead, please contact Your Conveyancer immediately and inform them of the fact.
Why isn’t my case being updated?
If you feel your case is not being updated as expected and you are unable to speak to your Conveyancer about this, please contact your Account Manager. Alternatively, email firstname.lastname@example.org or call 01480 409 586.
How do I make a formal complaint?
To raise any issue formally, please email it to email@example.com or place it in writing and send to:
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