There is much to be improved. They should not waste clients time and money. The solicitor we dealt with was a junior solicitor and when we asked for a manager there never was one. It was extremely difficult to get hold of any solicitor via the telephone.
They avoided our calls and lied about the progress. The solicitor had told us he had been corresponding to the council to organise our purchase but not a single email to prove. Luckily I was able to call the council directly and confirm he had not been in contact with anyone!