Simple from the start: how Eden connects the home-moving journey with Thirdfort

Moving home comes with enough to think about. Getting started with a conveyancer should make things feel clearer and more manageable.

That principle sits at the heart of Eden Conveyancing’s partnership with Thirdfort. Since it began trading in 2022, Eden has built a digital-first service around making home moves simple, clear and fast. By integrating identity and anti-money laundering checks into its own case management system, the firm connects those first steps with the work that follows.

We spoke to Annie Jenkins, Head of Finance and Administration, who has been with Eden since the beginning, and Tom Hughes, Compliance Manager and Money Laundering Reporting Officer (MLRO), about what that means for clients and their team.

Making the first steps straightforward

Eden works with many first-time buyers. For someone buying their first home, conveyancing brings unfamiliar terminology, complex legal documents and uncertainty about what happens next.

Eden’s approach is to make each action straightforward, starting with onboarding. Buyers and sellers can request a quote through its website, add other parties involved in the move and begin their identity verification without needing to speak to the team first.

They can complete their Thirdfort checks wherever they are, at a time that suits them. There is no need to arrange an office visit simply to prove their identity.

For Annie, who has seen Eden develop from its earliest days, the partnership supports a consistent ambition: use technology to remove unnecessary effort and give clients an easier way to get things done.

One case, one connected process

Behind the client journey is a bespoke case management system built by Eden, with Thirdfort connected through an API.

Checks are created from the case and results return directly to the same system. Eden’s Welcome Team reviews screening matches, escalating anything requiring further attention to compliance. Once the check is complete, a client instruction letter is sent for digital signature and added to the case.

That connection matters beyond the first few steps. Verified details, including legal names, dates of birth and addresses, populate Eden’s system and flow into relevant protocol forms and documents prepared for completion.

“One of the big things for us is that, wherever possible, we want to avoid re-keying any information,” says Annie. “Data entry is where mistakes can happen. Everything we pull back from the API populates straight into our system.”

Reducing manual entry saves repeated administration and reduces opportunities for transcription errors. It also helps maintain consistency between the information checked at the start and the documents used later, including the AP1 application submitted to HM Land Registry.

For clients, the benefit is less repetition. For the team, it is having verified information available within the system they use to manage the case.

“Knowing that information is correct from the start, and that it flows through everything we do, including the documents we submit at completion, is really key,” Annie adds.

Choosing a partner the team can trust

Eden’s priorities when selecting an identity-checking partner were clear: reliable checks and a straightforward client experience.

Eden uses Thirdfort’s Enhanced NFC ID checks and reports that more than 90% of its checks meet the Digital Identity Standard.

For Tom, that sits alongside another practical requirement: confidence in the reports his team reviews. His role involves considering the results, assessing anything that needs closer attention and supporting the team’s compliance decisions.

Thirdfort provides the checks and reports; Eden’s team reviews the results and escalates matters where needed. Integrating that information into the case supports the team’s work while keeping the review process connected.

Support that helps clients keep moving

A straightforward process also needs a clear response when someone has not completed a step or needs assistance.

Eden’s system sends an automated reminder when a check remains incomplete after 48 hours, before a member of the team follows up personally. Thirdfort’s dedicated support team can also help clients directly with questions about completing their checks.

That gives clients access to specialist assistance and reduces the number of queries Eden’s Welcome Team needs to handle.

Tom also receives a weekly report showing where Thirdfort support has been needed. It gives Eden visibility of the experience behind the completed checks, helping the team understand how clients are getting on.

“We get a report every week on where support’s been needed, and it’s minimal,” he says. “Having a dedicated team on the other end is also invaluable, saving our team both time and resource.”

For Eden, convenient checks, timely reminders and accessible support all contribute to the same outcome: helping clients complete the next step with less effort.

Building around what clients expect

Tom has seen attitudes to digital identity checks change since he first looked at Thirdfort in 2021. What once felt unfamiliar has become a more routine part of accessing services.

“Whether it’s a new job or a bank account, digital ID checks have become the norm, if not the expectation, for clients,” he says. “We’re seeing that shift in expectation align with more widespread adoption of digital tools, making the process for our clients and our teams a lot easier.”

Eden’s ambition reflects that change. It benchmarks its service against the best digital experiences clients use regularly, looking for ways to make each stage simpler.

“Anywhere we can save time for a client in what can be a lengthy process is helpful,” says Annie. “One of our overriding principles is to do things as efficiently as possible, without compromising our high standard of service and client experience.”

The Thirdfort partnership puts that principle into practice. Checks connect with the case, verified information flows into subsequent documents, and clients have reminders and support to help them progress.

Together, those details create a simpler start to the home-moving journey—and help Eden’s team keep things moving with confidence.