In a recent investigative report by BBC Panorama, dubious sales practices at two leading estate agencies have come to light, raising significant concerns about how these companies operate. The report focuses primarily on Connells, one of the largest estate chains in the UK, and Purplebricks, an online estate agency, both of which have been accused of questionable tactics that prioritize profit over ethical practices.
The investigation began after Julie Gallagher, a homeowner in Abingdon, expressed frustration that her house was sold for significantly less than its potential worth. Gallagher’s Connells estate agent allegedly sidelined a potential buyer who might have offered a higher price in favor of a buyer who had agreed to take out a mortgage through Connells’ in-house services. This arrangement was reportedly generating extra revenue for Connells, raising questions about their priorities when handling sales. Gallagher’s statements indicate she feels misled, asserting, “She’s probably done me out of quite a bit of money – I feel angry and conned.”
The undercover investigation, conducted by reporter Lucy Vallance, revealed a culture within Connells that favored buyers willing to engage with its financial services. During a six-week employment period in early 2025, Vallance observed how senior staff often preferred clients who utilized Connells’ own mortgage brokerage for financial gain, even stating that they regarded cash buyers as less desirable. This led to a lack of follow-up on more lucrative offers, reinforcing Gallagher’s belief that profit motives overshadowed buyer interests.
Panorama’s investigation extended beyond Connells to Purplebricks. Whistleblower accounts suggest Purplebricks staff have been encouraged to inflate property valuations to attract sellers, subsequently pressuring them to lower asking prices, thereby generating commission for the agency. “We are overvaluing properties massively just to gain instructions,” one agent reportedly disclosed to the whistleblower. Although Purplebricks denies these claims, stating that they no longer incentivize price reductions, concerns persist about their potential overvaluation tactics.
A critical issue raised by the report revolves around “conditional selling,” a practice deemed unethical because it implies that clients must use in-house mortgage offerings to secure property deals. While Connells maintains that it operates within legal standards, testimonies from independent advisers indicate that many estate agents, including Connells, engage in such practices, potentially harming the customer experience by limiting their options.
The public’s trust in estate agencies relies heavily on the belief that representatives will act in their best interests. However, the findings from Panorama suggest an alarming trend where this trust is being eroded by profit-driven motives. According to Lisa Webb, a consumer law expert for Which? Magazine, the methods observed during the investigation should face scrutiny from regulatory bodies, urging that immediate action is required to prevent these tactics from becoming standard practice.
Adding to these concerns, the testimonies from buyers who utilized these services also highlight a recurring theme of exploitation, particularly among first-time buyers who may lack experience and knowledge in navigating the housing market. For instance, Ryan Evans and Olivia Phelps found that they were charged almost three times the necessary fee for conveyancing services through Purplebricks, leaving them feeling taken advantage of.
As the investigation unfolds, it raises essential questions about how estate agencies prioritize their revenue-generating strategies over the ethical treatment of potential buyers and sellers. The contrast between profits and ethical sales practices remains at the forefront of this inquiry. With increasing public awareness and scrutiny, it is critical for these companies to implement stricter adherence to customer-first policies that foster trust and transparency in the housing market.
The upcoming broadcast of Panorama’s findings is anticipated to shed further light on these practices, urging consumers to remain vigilant and informed when engaging with estate agencies. In a landscape where the stakes are high, ensuring transparency and accountability within the industry is paramount for safeguarding consumer interests.