The recent BBC Panorama episode Undercover Estate Agent has sent shockwaves through the property industry, exposing troubling practices among some of the UK’s largest estate agency groups. The investigation revealed how certain agents were prioritising buyers who agreed to use their in-house mortgage and conveyancing services—even when those offers weren’t the highest.

This practice, known as conditional selling, is not only unethical—it’s illegal under the Estate Agents Act 1979, which requires all offers to be presented to the seller regardless of the buyer’s financial arrangements.

🚨 What Panorama Uncovered

• Favoured buyers: Agents were shown to favour “hot buyers” who agreed to use in-house services, sidelining cash buyers or those with better offers.
• Pressure tactics: Buyers were implicitly told their chances of securing a property would improve if they used the agency’s mortgage broker.
• Seller manipulation: Sellers were often unaware that offers were being filtered based on internal financial incentives.
• Dubious upselling: Former staff at Purplebricks revealed pressure to sell expensive conveyancing packages and persuade sellers to lower asking prices for company gain.

These revelations have rightly sparked outrage across the industry, with brokers and consumers calling for regulatory reform and greater transparency.

🏡 Why Independent Agents Stand Apart

As an independent estate agent, we believe in putting people before profit. Here’s how we differ:

• No conditional selling: We present every offer fairly and transparently, regardless of who the buyer’s broker or solicitor is.
• Client-first approach: Our loyalty lies with our clients—not corporate targets or commission structures.
• Transparent fees: We don’t rely on hidden referral fees or upselling tactics. What you see is what you get.
• Local expertise: We know our communities and tailor our advice to your unique needs, not a one-size-fits-all script.

💬 Final Thoughts

The Panorama investigation has cast a harsh light on practices that undermine trust in our profession. But it also offers a chance to reaffirm what ethical estate agency should look like. Independent agents like myself are proud to operate with integrity, transparency, and a genuine commitment to our clients.

If you're thinking of buying or selling, choose an agent who works for you—not for their bottom line.