Homebuying Stress Crisis: Why Bad Moving Experiences Could Freeze the Property Market

Homebuying Stress Crisis: Why Bad Moving Experiences Could Freeze the Property Market

Ever had a conversation with a friend in the throes of moving or a family member who’s just completed a purchase? We bet it was a rollercoaster tale with ups, downs, chain breaks and last-minute offers. It’s almost never a linear, simple process.

Now a new report has qualified the extent of buying and selling trauma. The degree of stress experienced by movers is so acute it has serious potential to slow down or even halt the property market.

Past experiences sully sentiment

The fresh research comes from the Open Property Data Association (OPDA). Its report ‘The Future of Homebuying’ was released in June 2026. It crystallises the thoughts of 5,001 adults who had bought or sold a residential property in the past five years.

Surprisingly, dissatisfaction with the homebuying process is more holistic than previously assumed. Yes, there are concerns about delays, but people found the admin required, lack of understanding and poor communication so damaging that they’re reluctant to repeat the buyers and selling process ever again.

It’s this bigger picture that the industry should pay critical attention to.

An emotive & administrative toll

The report found it’s feelings and sentiment that influence future plans. In fact, 66% of respondents said they have been put off moving again because of the stress of buying and selling.

If born out, that 66% staying put would have a detrimental effect on the liquidity of the property market in the short and long term. The report shone further light on this potential bottleneck.

Critical moving groups put off

Among 35 to 44‑year‑olds – a group essential to market mobility as it largely comprises second steppers who mobilise chains – 73.2% said they had been put off moving again. Compounding the issue is the 20% of respondents who said they had been significantly deterred from moving in the future. This increased to 24.7% in the 35 to 44 age bracket.

The moving process was found to have affected some more than others. Over 55s found it the most stressful. Yet older, empty nesters are another critical group who need confidence and reassurance to move.

Downsizing to free larger homes for young families is frequently touted as the key to unlocking today’s market. Yet if over 55s are deterred from moving – something known as downsizer’s block – property chains stagnate.

The bigger welfare & populate picture

When people can’t face moving to start a family or expand their setup, they reconsider having children. And when property holds back the population, the issue escalates.

There is growing anxiety within Government regarding how a decreasing birth rate will affect the number of young people in employment paying tax. Why does that matter?

Our aging population is staying alive for longer (and not always in great health). As such, around 55% of the UK’s social security and welfare budget is spent on pensioners. We face a funding crisis that may involve higher taxes to pay for a growing bill.

So, how do we encourage past movers to step up or move down the property ladder if they’re reluctant? We start by identifying what deters them from moving again. Frustrations were clearly identified when the OPDA polled those whose moving experiences were still fresh in their minds:

• 43% said chasing updates or waiting for other parties to respond slowed the process down
• 64% said they were asked to provide the same information 2-3 times
• 18% said they were asked to provide the same information 4-5 times
• 40% said repeated requests for documents increased their frustration
• 20% said repeated requests for documents reduced their confidence in the process
• 1% cited communication between stakeholders a challenge
• 8% found obtaining information about a property difficult
• 9% said understanding the information provided was a challenge
• 33% said the difficulty of buying or selling had impacted family plans
• 31% said the difficulty of buying or selling had affected career moves
• Almost 31% said the difficulty of buying or selling had influenced decisions around relocating for care or downsizing later in life

Future reforms don’t solve today’s customer experience issue

While the Government has recently published its buying and selling reform roadmap, we are feasibly years away from the major, mandated changes that might ease frustrations. Even digital advancements will take time to implement across legal, financial, local government and HM Land Registry departments.

That doesn’t mean change can’t happen now. As ‘The Future of Homebuying’ makes clear, the customer experience really matters. Basic administration done badly is enough to stop movers ever requesting a valuation or making an offer ever again. That’s something agents should address now.

Home movers need reassurance

Even in the face of sweeping reforms, digitalisation and AI, home movers are seeking human guidance and support with administration. Together, small actions can have a big impact on a client’s stress levels and perception of the moving experience.

The ‘back to basic’ approach may look like:

• Explaining every step of the home moving process in detail
• Picking up the phone to provide reassurance at regular intervals
• Inviting clients in for a coffee so you can explain a set of survey results
• Ensuring you take one set of details from a client and share them appropriately
• Being proactive when it comes to sales progression and chasing other parties
• Providing progress updates so movers are never left wondering what’s happening
• Offering to be the bridge between all the solicitors and lenders involved
• Creating detailed property listings, with floor plans, a wide array of photos and even virtual tours

None of the above is rocket science but these traditional customer service details will impact future sales volumes. But we understand these actions take time.

Improving the experience improves future prospects

Agency has become bombarded with the message that outsourcing frees an agent’s time for ‘incoming winning activities’ but that misses the point. There will be no leads to chase or income to generate if people refuse to move.

If poor experiences and painful memories put people off buying and selling, agents must provide better customer service to improve confidence levels. It’s the best way to ensure repeat business. Support services, such as Viewber, allow agents to step back from property visits and rediscover hands-on client liaison.

The future? Not guaranteed

Agents shouldn’t pin all their hopes on buying and selling reforms. Better access to data, faster communication tools and digitalisation will certainly help but adoption is only part of the picture. Once implemented, it’s how new efficiencies and time gained improve the customer experience that matters.

That’s all elementary as we’re talking about future reforms, with new Housing Secretaries, Prime Ministers and even new ruling Governments standing in the way of seismic transactional transformation.

Prioritise exceptional experiences now

Right now, we face the real danger of the property market stalling because of bad customer experiences. It’s feelings, emotions and administration frustrations that will stop the flow of sales. Not rising house prices. Not mortgage availability.

There’s never been a better time to review your customer service and resourcing. Spend more time supporting your clients now and they’ll return to become your clients of the future. Viewber helps agents deliver consistent customer experiences. Get in touch to learn more about our services.