Paul Hilton

Over the past decade, the property market has been transformed by digital innovation. From browsing properties online to signing documents electronically, technology has made the buying and selling process faster and more accessible than ever before. For many buyers, their first step towards owning a home now begins not with a visit to an estate agent’s office, but with a quick search on their phone.

And yet, despite this digital shift, one thing has become clear: when it comes to making one of life’s biggest financial and emotional decisions, people still crave the reassurance of face-to-face advice.

Buying a home is unlike any other purchase. It’s not just a financial commitment; it’s a deeply personal decision that carries long-term consequences. While digital tools are convenient, they cannot provide the empathy, tailored guidance, and accountability that a human advisor offers.

First-time buyers, in particular, often tell us how important it is to be able to sit down with someone and talk through their questions. Online calculators and guides are useful, but they can’t replace the confidence that comes from a conversation with a trusted expert who understands both the numbers and the emotions involved.

During the pandemic, buyers and sellers had no choice but to rely on virtual tools. Online viewings, digital signatures, and remote consultations became the norm, and they proved their worth in keeping the market moving during an unprecedented time.

Now, with restrictions behind us, we’re seeing a clear trend back towards in-person advice. Buyers who may start their journey online often choose to follow up with a face-to-face meeting before making key decisions. They want the chance to ask questions in real time, read body language, and build trust – things that can’t be replicated on a screen.

At ESPC, we’ve witnessed this shift first-hand. We’re seeing significantly more people coming into our Property Lounge compared to two years ago, a clear sign that home movers value the opportunity to connect with experts in person. Our events tell the same story: the majority of our in-person sessions are now selling out within days, something we haven’t seen since before the pandemic.

When we ask buyers why face-to-face advice matters, several themes come up again and again. They want reassurance about affordability and mortgage choices, especially in today’s climate of fluctuating interest rates. They want clarity on the legal process – from submitting an offer to navigating missives. They also want local insight that digital platforms can’t provide, such as the character of a neighbourhood, the reputation of schools, or the feel of a community.

Most importantly, they want a relationship with someone they can trust – a professional who is accountable and invested in helping them achieve their goals.

We continue to hear from buyers and sellers alike that this balance of technology and personal guidance is what gives them confidence in their decisions.

The future of home buying isn’t about choosing between digital tools and human advice. It’s about bringing them together. Buyers value the speed and efficiency of online platforms, but when the stakes are high, they want the reassurance of a conversation face-to-face.

At ESPC, we believe this hybrid approach represents the best of both worlds. By combining the reach of digital with the trust of personal relationships, we, along with our member firms, are helping buyers and sellers navigate an ever-changing property market with confidence. That’s why we created the ESPC Property Lounge - a space dedicated to bringing this hybrid model to life. The growing demand we’ve witnessed for events and in-person consultations which led us not only to commit to the Property Lounge but to expand the service further. It’s clear that buyers and sellers alike value having a welcoming environment where they can meet trusted advisors face-to-face, ask questions, and explore options in a relaxed setting

Because when it comes to finding a home, technology can open the door – but it’s human advice, built through in-person connections, that helps you step inside and creates the foundations for stronger, long-standing relationships that can support future house sales and purchases.

Paul Hilton is CEO of ESPC