My Thoughts on the BBC Panorama exposé of dodgy national estate agents.

Some of you might have seen Panorama’s ‘Undercover Estate Agent’ aired on 14th July, exposing dodgy practices at major agencies Connells and Purplebricks.

Connells estate agency prioritising buyers who use their add‑on services

A reporter took a six‑week undercover role at a Connells branch and gathered recorded evidence revealing conditional selling, which is a technique where prospective buyers are effectively penalised if they refuse to use the agencies in house services like mortgages or conveyancing. For agencies like Connells, which can earn up to £10,000 per transaction through ancillary products compared to a £4,000 sales fee, the incentive was clearly high.

Purplebricks: over valuing to gain listings

Simultaneously, Panorama presented allegations against Purplebricks. According to whistleblower testimony and internal recordings, staff were encouraged to over‑value properties to win instructions, only to push sellers later to lower prices, earning extra commission from each price drop.

Murky, unethical and illegal

What BBC Panorama uncovered isn’t just murky it crosses ethical boundaries and, in cases like withholding offers from sellers unless buyers use internal mortgage brokers, is outright illegal.

This kind of behaviour:

·      Erodes public trust in estate agents

·      Inflates costs for consumers through tied services

·      Distorts the property market by manipulating pricing and competition.

Why going independent is the better choice

By contrast, independent agents like Propertynest who operate transparently and within The Property Ombudsman (TPO) code of practice, stand out in a positive light. We’re not driven by volume-based upselling targets or commission from add-on.

Instead, we’re incentivised by client satisfaction, repeat business and compliance… which is what estate agency should be about.

These recent revelations arguably strengthen the case for:

·      Regulatory reform around referral fees and internal financial services

·      Greater enforcement of existing legislation

·      A real consumer shift toward independent, ethical agencies

You could say it’s a wake-up call for the industry and an opportunity for agents like Propertynest to show why doing things the right way not only wins trust but could also win more business.

If you'd like to work with an independent estate agent that genuinely cares, I'd love to chat:

📞 Paul Lenihan – 07866 561069

📧 [email protected]