In this month’s TSR Legal Meets interview, Hannah Williams, TSR Legal Recruitment, sits down with Natalie Summers, Head of Conveyancing at CJCH, to explore the firm’s recent accolades, what drives the conveyancing team, and how they balance growth with quality and client care.
Natalie shares insights from her own career journey — from starting in conveyancing via an apprenticeship through to leading a growing team — as well as her view on what sets CJCH apart in a competitive market. She also reflects on winning Conveyancing Firm of the Year at the Modern Law Conveyancing Awards 2025, how the conveyancing landscape is evolving, and what lies ahead for the department.
Q: Natalie, can you tell us a bit about your role at CJCH and what a typical day looks like as Head of Conveyancing?
A: I joined CJCH in February 2022 as Head of Conveyancing. I became a Director in October 2024. Since joining I have been the driving force behind the growth of the Conveyancing Team, developing a wide range of thought leadership and conveyancing best practice. We have grown our staff and office locations in this time.
I started an apprenticeship in a law firm after leaving school and my career in law grew from there. I have undertaken every member of the Conveyancing Team’s roles at some point in my career and I qualified as a Licenced Conveyancer in 2012. I am passionate about the client experience and journey and instil this in my Team.
My day involves meetings with team leaders or senior conveyancers to flag urgent matters, complex chains, or client escalations. Advising on high-risk or unusual transactions. Mentoring staff and managing relationships. Reviewing transaction volumes and targets all whilst adhering to SRA/CQS standards, AML procedures, lender panel requirements, and internal audits.
Q: CJCH recently won Conveyancing Firm of the Year at the Modern Law Conveyancing Awards 2025. What does this award mean to you and the wider conveyancing team?
A:Winning Conveyancing Firm of the Year is a hugely proud moment for everyone at CJCH.
For me personally, it’s validation that the way we run our conveyancing department — with a focus on quality, accountability, and client care — really works. Conveyancing is often judged purely on speed, but this award recognises consistency, professionalism, and doing things the right way, even under pressure.
For the wider team, it’s recognition of the hard work that often goes unseen. Our conveyancers, assistants, and support staff deal daily with tight deadlines, complex transactions, and high client expectations.
This award reflects their resilience, attention to detail, and commitment to delivering an excellent service every single day.
It also reinforces our culture. We invest heavily in training, compliance, and process improvement, and this win shows that putting people and standards first delivers results — both for clients and the business.
Most importantly, it motivates us to keep raising the bar. Awards are great, but maintaining that standard is what really matters, and the whole team is focused on building on this success.
Q: What do you think sets CJCH apart from other conveyancing firms in England and Wales, and what contributed to winning this award?
A: What really sets CJCH apart is that we’ve managed to combine scale with standards — something that’s genuinely difficult in conveyancing.
First, there’s a strong focus on quality over shortcuts. We don’t treat conveyancing as a box-ticking exercise. Files are properly reviewed, risks are escalated early, and clients get clear, honest advice rather than scripted updates. That consistency is built into how the department operates, not left to chance.
Second, people and culture make a huge difference. We invest in training at all levels, support progression, and encourage accountability rather than blame. That creates experienced, confident conveyancers who take ownership of their files, which clients feel immediately.
Third, CJCH is very process-driven but not impersonal. We use technology to improve efficiency, visibility, and turnaround times, but it supports good legal work rather than replacing it. Clients still have access to real people who understand their transaction.
Finally, there’s a strong commercial and compliance balance.
We’re proactive with risk management, lender requirements, and regulation, while still being agile enough to work effectively with agents, brokers, and referrers. That balance builds trust across the market and leads to repeat business.
Ultimately, CJCH stands out because we deliver reliable outcomes at scale — without compromising on service, integrity, or legal standards.
Q: How would you describe the culture within the conveyancing department at CJCH?
A: The culture within the conveyancing department at CJCH is supportive, accountable, and quality-driven.
There’s a strong emphasis on teamwork. People are encouraged to ask questions, escalate issues early, and support one another on complex or high-pressure matters. That openness reduces risk and creates better outcomes for clients.
At the same time, there’s clear ownership and accountability.
Conveyancers are trusted to run their files properly and are supported to make sound legal decisions, rather than being pushed to prioritise volume at the expense of standards. Good work is recognised, and issues are dealt with constructively.
The department also has a real learning culture. Ongoing training, technical discussions, and mentoring are part of day-to-day life, which helps people grow in confidence and capability. That investment shows people they’re valued, not just as fee earners, but as professionals.
Finally, the culture is client-focused but realistic. We aim to deliver an excellent service while acknowledging the pressures of conveyancing. That balance — high expectations with genuine support — is what keeps morale strong and standards high.
Q: What qualities do you believe make a great conveyancer, particularly in today’s market?
A: A great conveyancer in today’s market needs more than technical knowledge — they need judgement, resilience, and strong communication.
First and foremost is attention to detail and risk awareness. With increasing lender scrutiny, regulatory obligations, and more complex titles, a great conveyancer knows when to slow down, question information, and escalate issues early rather than push a file through.
Communication skills are just as critical. Clients are often stressed and unfamiliar with the process, so being able to explain issues clearly, manage expectations, and keep all parties informed makes a huge difference. The same applies to working effectively with agents, brokers, and lenders.
A strong conveyancer also shows ownership and professionalism. They take responsibility for their files, follow matters through to completion, and don’t rely on others to catch mistakes. That sense of accountability builds trust internally and externally.
In today’s market, adaptability is essential. Conveyancers need to be comfortable using technology, managing higher volumes, and responding to changing regulations and lender requirements without losing quality.
Finally, resilience and emotional intelligence matter more than ever.
Conveyancing can be high-pressure, with delays and frustrations outside your control. The best conveyancers stay calm, solutions-focused, and client-centred, even when things don’t go to plan.
Ultimately, a great conveyancer combines sound legal expertise with strong human skills — and that balance is what delivers consistently good outcomes.
Q: The conveyancing landscape continues to evolve with technology and client expectations. How has CJCH adapted to these changes?
A: CJCH has adapted by being deliberate and balanced in how it embraces change — using technology to enhance good legal practice rather than replace it.
From a technology perspective, we’ve invested in robust case management systems, automation, and digital onboarding to improve efficiency, transparency, and turnaround times. These tools help reduce administrative burden, flag risks earlier, and give clients clearer visibility of where their matter stands. Importantly, technology supports our conveyancers so they can focus on legal judgement, not data entry.
Client expectations have also shifted, particularly around communication and speed. CJCH has responded by setting clearer service standards, improving proactive updates, and managing expectations honestly from the outset.
Clients still have access to real, knowledgeable people who understand their transaction, which remains a key differentiator.
We’ve also adapted through process refinement and training. As regulations, lender requirements, and transaction complexity evolve, we continually review workflows and invest in upskilling the team to ensure consistency and compliance.
Overall, CJCH’s approach is about sustainable improvement — combining innovation, strong processes, and experienced people to deliver a modern conveyancing service without compromising quality or client care.
Q: Career development is increasingly important for conveyancers. How do you support progression and development within your team?
A: Supporting progression and development is a real priority within the conveyancing team at CJCH, because strong career pathways are essential for both retention and quality.
We focus first on clear progression routes. Team members understand what’s required to move from assistant to conveyancer, from conveyancer to senior, and into supervisory or management roles. Expectations are transparent, and progression is based on capability, consistency, and professionalism — not just volume.
Training and mentoring play a big role. Less experienced staff are supported through structured training, while senior conveyancers receive ongoing technical development and mentoring to build confidence in complex matters and decision-making. There’s also regular knowledge-sharing across the team, which helps raise standards collectively.
We actively encourage ownership and responsibility as part of development. Conveyancers are trusted with increasing complexity as they progress, with support available when needed. That balance helps people grow without feeling overwhelmed.
Feedback is continuous rather than reactive. Regular reviews focus on strengths, development areas, and long-term goals, not just short-term targets. Where individuals show an interest in leadership, we support them with exposure to supervision, file reviews, and people management.
Ultimately, our approach is about creating a department where people can build a long-term career, not just do a job — and where development directly feeds into better outcomes for clients and the business.
Q: What advice would you give to conveyancers who are considering their next career move in 2026?
A: For conveyancers considering their next career move in 2026, my advice would be to think beyond job titles and salary alone and really assess where you’ll be supported to grow as a professional.
First, look closely at culture and leadership. Ask how quality is measured, how mistakes are handled, and whether people are supported or simply pushed for volume.
A firm that values good judgement and proper risk management will protect your career in the long term.
Second, be clear about the type of conveyancing you want to do. High-volume work, complex transactions, supervisory roles, or leadership pathways all require different skill sets. Choose an environment that aligns with where you want to be in two to five years, not just where you are now.
In 2026, adaptability is key. Firms investing sensibly in technology, training, and process improvement will make your working life easier and help you stay relevant as the market evolves. Ask how technology supports conveyancers rather than replaces them.
Also, consider development and progression, not just workload. Look for clear career paths, access to mentoring, and opportunities to take on responsibility as you grow.
Finally, trust your professional instincts. A role that offers support, accountability, and respect for the work you do will always outperform a short-term move driven by pressure or burnout. The right environment can make a significant difference to both your career satisfaction and long-term success.
Q: What’s next for the conveyancing department at CJCH following such a fantastic achievement?
A: Winning Conveyancing Firm of the Year is a milestone, but for us it’s very much a platform rather than a finish line.
The focus now is on building sustainably. We’re continuing to refine processes, strengthen risk management, and make targeted investments in technology that genuinely improve consistency and client experience. The aim is to grow without diluting the standards that led to this recognition in the first place.
We’re also placing a strong emphasis on people. That means developing future leaders within the department, expanding training programmes, and ensuring workloads remain manageable as volumes evolve.
Maintaining a motivated, skilled team is central to everything we do. Another key priority is service excellence.
We’re using feedback, performance data, and learnings from the award process to raise the bar further — particularly around communication, turnaround times, and complex transactions.
Ultimately, what’s next is about maintaining momentum. We want CJCH to continue being known not just for winning awards, but for delivering consistently high-quality conveyancing, developing great people, and setting standards others aspire to follow.
Latest Legal Jobs
Click here to view the current legal sector vacancies from TSR Legal.
Interview opportunity
To nominate yourself, or another professional for our On the Record interview series, please contact the Editor, here.
