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- Jun 7
- 3 min read
Updated: Jun 9
Practitioner Spotlight
Chantelle Oldfield | Oldfield Settlements
When we sat down with Chantelle Oldfield, Director and Licensee of Oldfield Settlements, she didn't start by telling us how much she loves technology.
In fact, quite the opposite.
"I procrastinated for a little while because I don't like change. I'm sure a lot of you don't."
It's probably a feeling many conveyancers can relate to.
Between settlements, compliance and the ever growing to do list, taking on something new can feel like another job.
But looking back?
"Once we implemented it, I realised how much time it saves."
We asked Chantelle a few questions about her experience.
What's changed most in your workflow?
For Chantelle, the answer was immediate.
"We're getting all the information upfront and not having to chase clients."
She explained that clients are often uploading contracts and providing information before instructions have even arrived from the real estate agent.
"It makes us look even better to have our documents out to our clients before we've received official instructions."
What surprised you most?
This answer made us smile.
"What surprised me most about getting on board was how much information is requested from the client and how many questions we no longer have to ask."
Less following up.
Less chasing supporting documents.
Less waiting for clients to get around to things.
Her biggest win?
"It's a massive time saver because everything's given to them at the start."
Has it helped identify issues earlier?
Chantelle shared a few real life examples.
One transaction revealed the buyer and seller were related.
Another identified clients were overseas before documentation had begun being prepared.
Another highlighted that a seller had separated and was no longer living at the property.
She reflected that without those early conversations:
"We wouldn't have found out immediately, and it could have backfired on us if we found out too late in the transaction."
What about your clients?
One of the unexpected outcomes has been how prepared clients are.
"I haven't had any pushback from clients."
She believes it's because expectations are introduced early.
"They're getting that information from the start, especially about the ATO clearances."
When asked about client feedback, Chantelle couldn't think of any major issues.
Well... almost.
"I've actually only had one client who was a bit confused. I'll give her grace, she was 82... but she still completed it!"
Otherwise?
"I've had all positive feedback from clients that it was a very simple process for them to follow."
Has it reduced the chasing?
A very quick answer.
Yes.
"We ask them to complete their onboarding within 24 hours and find that they actually do. It's not many that we have to chase up."
It has also reduced the amount of reworking required.
"We've saved ourselves reworking files with middle names missing, addresses being wrong and information we weren't aware about."
What's one thing you love most?
For Chantelle, it comes back to client expectations.
"I think what I love most is the prompt to the client straight away."
She laughed about a phrase most conveyancers know all too well.
'I didn't know I had to do that' or 'Why do I have to do that?' They know straight away, the things they're required to do."
She added that it has another unexpected benefit.
"It's saving the awkward conversations with clients as well."
Security matters
Cyber security is becoming increasingly important across the industry.
For Oldfield Settlements, secure handling of client information is something they value.
"It's important that our client data is secure, especially with the amount of hacking and interception that goes on in emails."
And importantly,
"I know that their data is safe and encrypted, and that's security for us, but also for our clients."
If CCA disappeared tomorrow...
We asked Chantelle what she'd miss most.
Her first answer?
"I'd retire!"
After the laughter settled, she gave us a more serious response.
"I actually would hate to go back to prior to CCA."
What would you say to another conveyancer who's too busy to change?
Perhaps the best takeaway from our chat.
"I procrastinated because I don't like change."
But she followed that up with some honest advice.
"Once we implemented it, I realised how much time it saves. If you can save yourself time by not having to chase these things up, you can use your time to focus elsewhere where it really needs to be."
And perhaps that's the best summary of all.
"The workflow is just so much smoother for our office, knowing that we have everything upfront in one place where it's nice and secure. I would never look back."
