By: Harry Penn, Lead Account Manager, Dye & Durham UK
It was great to turn on the TV last night and watch a program that touches on a topic close to my heart: empowering people to make better, more informed decisions when buying or selling property.
Last night’s BBC Panorama episode, Undercover Estate Agent, revealed practices that many in the industry have whispered about for years.
The programme followed an undercover journalist, Lucy Vallance, as she joined the ranks of two well-known UK estate agencies: Connells and Purplebricks. Her investigation appeared to reveal a system where referrals, upsells, and internal targets often took precedence over the buyers’ best interests.
The Problem: Who Are Estate Agents Really Working For?
Let’s be clear: not all estate agents are the same. Many independent and local agents work hard to support their clients and build genuine relationships. We’re fortunate to work in partnership with so many of them; real professionals who prioritise their clients and strive for transparency and trust in every transaction.
But Panorama’s findings suggest that in large, corporate estate agencies, staff are often under pressure to hit sales targets, and those targets include pushing clients toward in-house conveyancing or mortgage services, even if it’s not in their best interest.
In one example, Connells staff admitted to favouring buyers who agreed to use their conveyancing and mortgage services, because doing so could earn the agency up to £10,000 extra per sale.
Why This Matters
If you’re buying or selling a property, you’re likely to be trusting professionals to guide you through one of the biggest financial decisions of your life. But as Panorama highlighted, some of that guidance may be biased toward what’s best for the agent’s bottom line, rather than toward what’s best for you.
Understanding the Role of the Conveyancer
The conveyancer’s role isn’t to close the deal as quickly as possible… They’re there to protect you, uncovering potential risks and making sure your dream home is legally safe to buy. They’re not working on commission. They’re working for you.
Conveyancers and lawyers typically work on fixed fees, with much of that going to third parties or overheads.
What You Can Do
- Do your own research before accepting an agent’s referral.
- Ask for a breakdown of referral fees.
- Read reviews and ask friends or colleagues for recommendations.
- Choose professionals who are transparent, regulated, and accountable.
Industry & Public Reactions
This documentary opened the door to important conversations about how the UK property market operates.
Property Industry Eye reported that Connells and Purplebricks were at the centre of the exposé, with undercover footage revealing buyers being prioritised for using in-house services, regardless of whether their offer was the strongest. The practice, known as conditional selling, sparked widespread concern about how common (and legal) these tactics really are.
Today’s Conveyancer echoed these concerns, calling the episode a “damning report” that exposed how some agents push buyers toward recommended conveyancers purely for financial gain via referral fees, not client service. The publication noted how practices like these undermine trust in the entire homebuying process.
The public reaction has been equally vocal. On Reddit’s r/HousingUK thread, users shared personal experiences of being pressured into using estate-agent-recommended conveyancers, often with frustrating results.
A Moment for Change
The Panorama episode has triggered a wave of conversation, and hopefully, change. It’s a reminder that consumers deserve to understand their options, question referrals, and work with professionals who are genuinely on their side. The more we collaborate – agents, lawyers, buyers and sellers – the smoother and more transparent the process becomes.
About Harry PennHarry is the Lead Account Manager and Sales Team Manager at Dye & Durham UK. With deep knowledge of the conveyancing process, regulatory compliance, and client behaviour. Harry helps firms navigate market shifts and stand out through tailored solutions. Known for a collaborative approach, he takes pride in understanding each firm’s unique needs and delivering practical support that drives business growth. |
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