PEXA has published research showing that 95% of recent UK homebuyers faced unexpected costs when moving home, highlighting growing uncertainty in the buying process.

The survey covered 1,050 UK homeowners who had moved in the previous 12 months and was supplemented by analysis of 34,207 homebuyer transactions. It found that 83% of respondents described the process as stressful, while the share reporting unexpected costs rose sharply from 62% in 2025 to 95%.

Just under two-thirds of those who faced extra charges said the costs were significant, and nearly half believed they could have been avoided.

The data suggests buyers are concerned not only about the size of the bill, but also about when costs emerge and how little visibility they have over the transaction. Respondents said they expected the period from offer acceptance to moving in to take around four months, but broader market data cited by PEXA indicates the full journey often lasts seven to eight months.

Cost pressure

Unexpected costs stood out even though many buyers said they understood the fees charged by the professionals involved in a transaction. The research found that 85% said conveyancer fees were transparent, compared with 79% for estate agent fees and 69% for mortgage broker fees.

The gap between fee transparency and overall surprise points to a wider structural problem. Costs may be visible in isolation, but buyers still face a process in which delays, repeated checks and fragmented communication can create extra expense as a purchase unfolds.

The study comes as the Government pushes ahead with its Home Buying and Selling Reform Roadmap, intended to improve how information moves across property transactions. Industry groups have increasingly focused on reducing duplication, improving access to verified information and cutting the uncertainty that can build as a sale progresses.

PEXA, which began in Australia and now operates in the UK, has been expanding its role in the British market. The group launched a refinancing product in the UK before introducing its sale and purchase offering.

Industry response

Krystle Kocik outlined the company’s view of the findings.

“Buying a home should be exciting, yet too many people are left dealing with unexpected costs and a lack of visibility over what’s happening and when. Our research suggests that improving certainty, not just speed, should be the defining objective of the next generation of UK property transactions, and will benefit estate agents, mortgage brokers, lenders and conveyancers. Achieving this certainty depends not only on better information, but on ensuring trusted property data, verified identities, the secure movement of funds and the transfer of legal ownership are connected throughout the transaction. As government and industry work together to modernise the process, we see a significant opportunity to remove surprises and give consumers more confidence in what is likely the biggest financial commitment of their lives,” said Krystle Kocik, UK co-CEO of PEXA.

Other industry bodies said the figures reflect concerns already being raised across the market.

“This report reinforces what our mortgage lender members are already telling us: uncertainty, not speed, is the real barrier to confidence, and better upfront information, reusable verified data and clearer visibility across the transaction are what will shift that. UK Finance is working with government, regulators and industry to ensure this momentum translates into a genuinely more connected homebuying experience, and this report is a helpful contribution to the discussion,” said Alison Verlander, director of mortgages at UK Finance.

Conveyancers, who remain central to property transactions, also pointed to pressure for clearer communication alongside legal due diligence.

“Conveyancers are central to helping people navigate one of life’s most important decisions, ensuring that the property they are buying is right for them and that there are no hidden problems. This research shows consumers continue to value professional expertise, while also expecting clearer communication, greater transparency and a more predictable experience. A modern conveyancing profession will combine legal expertise with efficient digital processes to deliver better outcomes for consumers,” said Stephen Ward, director of strategy and external relations at the Council for Licenced Conveyancers.

The debate over reform also extends to the use of data and digital identity across the property chain. Supporters argue that if buyers, sellers, lenders and legal representatives can rely on information that is verified once and shared securely, repeated requests and late-stage surprises could be reduced.

“This research reinforces that consumers are ready for a property market built around trusted, shareable data rather than repeated requests for the same information. As Smart Data, digital identity and trust frameworks become more widely adopted, buyers will benefit from greater certainty, fewer surprises and increased confidence throughout the home-moving journey,” said Maria Harris, chair of the Open Property Data Association.

“Consumers are asking for a homebuying process that is more connected, transparent and trustworthy. Government, regulators and industry are working together to enable trusted information to move safely between organisations, reducing friction while improving consumer outcomes. Success will be measured not simply by how digital the process becomes, but by how much certainty, confidence and efficiency it delivers for everyone involved,” said Leon Ifayemi, director of coalitions and research at the Centre for Finance, Innovation & Technology.

A customer notice was put up in the Your Co-op Food store in the town’s Queensway Centre earlier this week to warn shoppers of the upcoming closure.

The shop is set to be shut for five days from Sunday, August 9 at 10pm, reopening on Friday, August 14 at midday.

READ MORE: Bicester restaurant slams ‘unfair’ low food hygiene rating

The notice said: “We are making exciting improvements to the store.

“As a result, this store will temporarily close on Sunday, August 9 at 10pm and will re-open on Friday, August 14 at midday.

“Thank you for your understanding.”

Other nearby Co-op Food stores include one in Ruscote Arcade, Longelandes Way, and another in Chatsworth Drive, Cherwell Heights.

JD.com’s Joybuy marketplace has expanded into the UK and five other European markets, intensifying scrutiny over whether its rapid growth reflects fair competition.

Joybuy is offering same-day delivery in the UK and a subscription service priced below Amazon Prime, while building its own delivery network rather than relying on third-party couriers. The expansion also covers Germany, France, the Netherlands, Belgium and Luxembourg.

According to its backers, the UK service already reaches millions of households through JoyExpress, a fleet of vans, trucks and cargo bikes. Orders placed before 11am qualify for same-day delivery under Joybuy’s “Double 11” guarantee.

The speed of the launch has drawn attention because large-scale retail logistics networks in Europe usually take years to build. Joybuy has entered with a broad geographic footprint, a direct delivery operation and a low-cost subscription model, increasing pressure on established retailers already competing on convenience and price.

Regulatory focus

That pressure comes as European regulators examine JD.com’s acquisition of a majority stake in German electronics retailer Ceconomy. The European Commission is investigating whether state subsidies supported JD.com’s USD $2.5 billion bid, a question that has become central to the wider debate over the group’s expansion in Europe.

The Ceconomy deal gives JD.com immediate access to an existing store network in Europe, adding a physical retail base to its online marketplace and logistics operations. For competitors, the combination creates a model spanning warehousing, fulfilment, delivery and stores.

JD.com explored other routes into the UK retail market before building its current footprint directly. It held talks to acquire Currys and considered a deal involving Sainsbury’s Argos business, but neither resulted in a transaction.

That history suggests JD.com’s interest in the UK has remained consistent even as its approach changed. Rather than acquiring an established domestic retailer outright, it has moved to build a vertically integrated operation with its own infrastructure.

Manhattan Associates, which advises retailers on supply chain operations, said the central issue is not only service quality but whether rivals could realistically match the same pace of expansion under similar conditions.

“Sandy Xu, CEO of JD.com, is not shy about her ambitions for Europe. Consumers, she says, are ‘entitled to better service.’ It is a compelling message and, on the surface, Joybuy’s UK proposition supports it: same-day delivery, human customer service, free appliance installation and a Trustpilot score that puts Amazon to shame.

“But ambition and fair practice are not always the same thing. It is worth asking whether the conditions that have enabled JD.com to expand at this pace are ones any European retailer could legitimately replicate.

“The European Commission has already opened an investigation into whether JD.com benefited from state subsidies in its $2.5 billion bid for Ceconomy, and that investigation is ongoing. While Xu has dismissed suggestions that the Chinese government would subsidise a private company to expand overseas, regulators on both sides of the Atlantic regard the issue as serious enough to require a thorough answer.

“UK retailers operate within strict regulatory frameworks, pay their taxes and have built logistics and service capabilities through years of investment. If JD.com has done the same, competition is healthy and consumers will benefit. If it has not, then the market is being shaped by forces that have nothing to do with service excellence or consumer value.

“Joybuy’s arrival may raise standards across the industry. But knowing whether it is competing fairly is not a matter of protectionism; it is a matter of principle and good business sense,” said Pieter Van den Broecke, EMEA Leader, Supply Chain Strategies, Manhattan Associates.

Retail response

For UK retailers, the immediate challenge is operational rather than legal. Consumer expectations on delivery speed, subscription pricing and customer service can shift faster than regulatory investigations conclude, leaving incumbents little time to respond.

Retailers facing Joybuy’s offer are likely to focus on the parts of the supply chain they can control. That means improving stock visibility, reducing delays in fulfilment decisions and limiting inventory gaps that can lead to missed sales or slower delivery promises.

Established chains have spent years building distribution systems within UK and European regulatory frameworks while managing tax, labour and compliance costs that affect margins. A rival entering the market with aggressive pricing and direct logistics changes the benchmark they must meet.

The challenge is particularly acute for businesses that depend on a mix of physical stores, third-party carriers and legacy inventory systems. Those retailers may find it harder to match a model built around direct fulfilment and a tightly controlled delivery network.

Joybuy’s arrival also raises a broader question for the sector about how competition should be assessed in fast-moving retail markets. Price and service are visible to consumers, but the financing and structural conditions behind a rapid rollout are less so and can shape market dynamics just as strongly.

As regulators continue to examine JD.com’s European expansion, UK retailers are being forced to react in real time to a new standard in convenience retail. The competitive impact is already being felt, regardless of when the investigation concludes.