The recent BBC Panorama episode, Undercover Estate Agent, raised serious concerns about how some of the UK’s biggest estate agencies operate. The investigation highlighted troubling sales tactics by a large national property group, particularly the use of conditional selling.
Conditional selling occurs when agents give preferential treatment to buyers who agree to use the agency’s in-house services, such as mortgage brokers or solicitors. According to the programme, this can result in higher offers being delayed or ignored simply because the buyer has chosen independent professionals. Buyers were even told they’d have a better chance of success if they used the agent’s mortgage advisor. This has left many wondering: is my agent working for me, or for their own commissions?
The programme also revealed the use of “Hot Buyer” boards to promote buyers using internal services. This creates an uneven playing field, leaving sellers potentially unaware of better offers. Some homes were reportedly overvalued to win instructions, only for sellers to be pressured into price drops later.
These practices damage trust and may breach the Estate Agents Act 1979, which requires all offers to be passed to the seller within two working days.
What’s less understood is that pressuring clients to use in-house services may also breach UK competition law. Forcing or steering customers into using connected services can restrict consumer choice, something the Competition and Markets Authority has repeatedly warned against.
Many clients also aren’t told that a surveyor linked to the estate agent’s parent company can’t act for both sides of a transaction unless it’s part of an onward purchase. For example, if a buyer’s lender uses the selling agent’s in-house surveyor, it can raise conflicts of interest. RICS guidance stresses the importance of independence in valuations. Any crossover may compromise the impartiality of the advice — and breach professional standards.
If your agent insists you use their surveyor, it’s worth questioning whether this is allowed under industry rules.
If you’re selling or preparing to, remember that you’re not obligated to use any agent’s recommended mortgage broker, solicitor or surveyor. Always ask for a written breakdown of all fees and commissions. If your agent isn’t transparent, that’s a red flag.
It’s also wise to compare agents. Speak to more than one, review their reputation, and ask how they handle offers. Are all offers shared promptly? Are you being steered toward in-house services? Choosing a firm regulated by the Royal Institution of Chartered Surveyors (RICS) ensures a higher standard of professionalism and accountability.
Be cautious with contracts. Look out for long tie-in periods and bundled extras you don’t need. You should feel in control of your sale, not tied to a process that puts the agent’s profits before your outcome.
The Panorama episode has prompted many sellers to reassess whether their agent is acting in their best interest. If you’ve felt pressured, were promised an unrealistic price, or aren’t confident in how offers are handled, now is the time to seek a second opinion.
At Bradley Hall, we do things differently. As a fully independent, RICS-regulated firm, we are committed to transparency and ethical service. We pass on every offer, treat all buyers fairly, and never pressure clients into using services they don’t need. Any referral arrangements are always disclosed clearly.
We believe estate agency should be built on trust, not tactics. If you’re unsure about your current agent or simply want straightforward advice, we’re here to help.
Contact Bradley Hall today for a no-pressure conversation with a local expert who puts your interests first. Get in touch with our Residential teams here: https://www.bradleyhall.co.uk/end-to-end-services/residential-estate-agency/
