This month’s article takes a slightly different approach. Instead of our usual discussion around estate agency topics, our whole office sat down to watch the BBC Panorama special, where an undercover investigation exposed some concerning and unethical practices within the industry.
Here, we share our key takeaways and thoughts after watching the programme.
Selling a home is already stressful enough, but the investigation shed light on what might be happening behind closed doors—and what sellers need to watch out for. Sadly, there are agents out there you simply cannot trust.
The first part of the programme focused on whistleblowers from Purplebricks, an online agent offering what can only be described as a questionable service. Shocking examples were revealed: people requesting viewings that were ignored, or agents failing to turn up to the appointments altogether. In one case, a seller discovered that six potential buyers had tried to book viewings without their knowledge. With no response from the agent, one of these buyers ended up knocking directly on the seller’s door—while the agent did nothing. When complaints were made, they were often met with an auto-response promising action within 14 days, or worse, no response at all. A perfect buyer could easily move on to another property, leaving the seller to miss out on a sale altogether.
The programme also revealed concerning misconduct within Purplebricks. Employees were pressured—and even rewarded—for securing price reductions, often earning commission for doing so. In some cases, reductions were made without the seller’s permission. Incentivising price drops and upselling services purely for profit has created a damaging culture, and unfortunately, it was clear this wasn’t an isolated issue.
The second half of the programme followed a reporter who went undercover at Connells Group—something that was eye-opening even for many of us in the office. Connells operate under multiple well-known brands, including Bagshaws, Frank Innes, Ashley Adams and Burchell Edwards.
As a trainee sales negotiator, the reporter quickly witnessed questionable practices. In one example, a property attracted multiple offers. Rather than focusing on what was best for the seller, the team prioritised buyers who had chosen to use Connells’ mortgage services—pushing all others to the bottom of the list. This is absolutely NOT acting in the seller’s best interest. One of those buyers was a cash purchaser, a far stronger position with no chain and no financing required. Yet Connells gave preference to a buyer who not only needed a mortgage but also had a property of their own still to sell, because it meant more business for Connells - a chance to secure another sale and another mortgage.
Now, while we do recommend a mortgage broker ourselves, we held back from doing so for many years because of this exact issue—corporate firms often push their own services to benefit themselves rather than their clients. Instead, we’ve taken the time to carefully select the right broker and solicitors to recommend—partners we know will genuinely streamline the process and make things easier for both sellers and buyers. For us, recommendations are about improving the client’s experience at every stage of what is already a stressful process.
We hope this programme hasn’t left people fearful of agents or inclined to see them all in the same light. Instead, we want it to encourage more thoughtful choices about who to work with. The programme has highlighted just how much influence an agent can have—and how important it is to place your trust in the right one. The truth is, not all agents are the same. You really do get what you pay for, and reviews often reveal the difference. At the end of the day, you need the right team in your corner. So, ask yourself, does your agent truly have your best interests at heart?
Thankyou for reading!
