BBC Investigation Uncovers Unfair Selling by Estate Agents

A recent investigation by BBC Panorama has raised serious concerns about the behaviour of some estate agents in the UK. The programme revealed that certain estate agents may be putting their own profits ahead of what is best for buyers and sellers, by pressuring them to use in-house services like conveyancing and mortgages.

Connells Estate Agents: Profits Over People?

Reporter Lucy Vallance went undercover at Connells, one of the UK's largest estate agencies, working there for six weeks. During this time, she found that buyers who agreed to use Connells’ in-house services such as mortgages and legal conveyancing were treated more favourably than those who did not.

In one open-house event, 15 people came to view a property. Two of them were marked as "hot buyers" because they had agreed to use Connells’ services. When a third person, a cash buyer, showed interest, staff described it as “just a sale” and said it was “not good enough”. According to a senior manager, choosing a buyer who used Connells’ full services could bring in up to £10,000 more for the company in added fees.

Connells denied any wrongdoing and rejected accusations of conditional selling. They stated that all staff are trained to follow the law and that any employee who fails to do so faces disciplinary action, including dismissal.

Purplebricks Also Under Scrutiny

The programme also looked into the practices of Purplebricks, a popular online estate agent. A former employee, who worked there in 2024, shared recordings of meetings where staff were encouraged to steer clients towards expensive partner services particularly conveyancing.

In one recorded meeting, a team leader told staff they did not want clients to compare quotes because their own services were “very expensive”. Another recording showed management pushing employees to “squeeze every lead for as much as it’s got” to generate high profits.

One couple, Ryan Evand and Olivia Phelps, told Panorama they paid £2,820 for conveyancing through Purplebricks. After checking online, they found they could have received the same service elsewhere for less than a third of the price. They felt taken advantage of, especially as first-time buyers.

Purplebricks rejected claims of pressure selling. They said they now operate under new ownership and have improved their customer service approach since 2023.

Legal Requirements Estate Agents Must Follow

Estate agents in the UK must follow specific laws and rules. Under the Consumer Protection from Unfair Trading Regulations 2008, it is illegal to mislead or pressure buyers or sellers into making decisions that benefit the agent more than the customer. Conditional selling—where agents only favour those using their in-house services may be a breach of this law.

The Estate Agents Act 1979 also states that agents must act in the best interest of their clients. They must be honest, transparent, and must clearly explain if they will benefit financially from recommending certain services like mortgages or conveyancing.

If an estate agent does not follow these rules, they could be reported to Trading Standards or the National Trading Standards Estate and Letting Agency Team. In serious cases, legal action may be taken.

What This Means for Buyers and Sellers

If you are buying or selling a home, remember that you have the right to choose your own conveyancer, solicitor, and mortgage provider. You should never feel forced or rushed into using services just because they are recommended by an estate agent.

If an agent implies that your offer is less likely to be accepted unless you use their in-house services, this could be illegal and should be reported.

How Our Firm Can Help

As a SRA regulated Law Firm, Alstern Solicitors believes that buyers and sellers deserve clear, fair, and honest advice. If you think an estate agent misled you or pressured you to use expensive extra services, we can help. Our team specialises in property law and consumer rights, and we are here to support you every step of the way.

Whether you are a first-time buyer, experienced seller, or just unsure about your legal options, we offer reliable advice and representation. For more information, please contact us on 020 3923 9188 or email enquiry@alsternsolicitors.co.uk.