The Panorama Findings: A Breach of Trust
If you missed the programme, here’s a quick summary:
- Undercover footage showed a branch prioritising buyers who agreed to use the agency’s in-house mortgage or conveyancing services even when other, potentially better, offers were on the table.
- This “conditional selling” is not only unethical, it's also in breach of the industry code of practice.
- One of the agencies was also criticised for overvaluing homes to win instructions, only to push sellers to reduce their asking prices later, rewarding agents with commission when they did.
In both cases, homeowners were left questioning whether they’d truly received the best service or just the most profitable one for the agency.
Here’s what you should expect from a reputable estate agency
- Good estate agents do not favour buyers based on whether they use in-house services. Every offer is presented fairly and transparently to our sellers.
- Good estate agents don’t use inflated valuations to win business. We use local data, market insight, and honesty, not guesswork or flattery.
- You should never be pressured into using recommended services. A good agent can introduce excellent mortgage brokers and solicitors, but there is never any obligation.
You’ll know when you’ve found the best estate agent for you because they’re more likely to:
- Work for you. The client, whether selling or buying should be at the heart of every decision.
- Transparency and communication should be key. You should always know where you stand, what’s happening next, and why.
- Long-term relationships should be nurtured and valued. This business is built on trust, word of mouth, and local reputation and shouldn’t just favour quick commissions.
What Should Sellers and Buyers Look For?
In light of this report, here are three questions we encourage anyone to ask their estate agent:
- How do you decide which offers to recommend to sellers?
If the answer isn’t “the best overall offer for the client,” be wary. - Do I have to use your mortgage broker or solicitor?
The answer should always be no. A good agent offers choice, not pressure. - How do you determine a property’s value?
You should receive evidence like sold price data and comparable homes, not just a number designed to win your business.
Local, independent, and accountable
Our team lives and works locally. We know that every property we sell is someone’s home, life savings, or next chapter and we take that responsibility seriously.
If you’re thinking of buying or selling in Surbiton or Thames Ditton and want an agency that’s ethical, experienced, and entirely on your side we’d love to help. Our friendly team are on hand to chat or you can request a free valuation to get the process started.
Doing the right thing shouldn’t be the exception. It should be the standard.
