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You may have recently seen the BBC Panorama documentary, Undercover Estate Agent, which shone a spotlight on some controversial practices within the industry. The programme followed an undercover reporter who worked inside Connells – one of the UK’s largest estate agency groups, whose brands include Ashley Adams, Bairstow Eves, Bagshaws Residential, and Hall & Benson – and also featured Purple Bricks.
The main issue raised was the practice of “conditional selling,” which has understandably caused concern among homeowners and buyers. In this post, we’ll explain what conditional selling is, why it’s controversial, and how you can protect yourself if you think you’ve been affected…
Conditional selling happens when an estate agent makes certain services a requirement – or creates the impression that they are – to progress your sale or purchase.
For example:
👉 You’re told that your offer on a property will only be put forward to the seller if you agree to speak to the agent’s in-house mortgage advisor.
👉 You feel pressured to use their conveyancing service or mortgage brokerage to have your offer “considered seriously.”
While it’s perfectly legal for agents to offer additional services, making them feel mandatory – or implying your purchase depends on them – is against regulatory guidance.
Conditional selling undermines trust between agents, buyers, and sellers. It can:
👉 Distort fair competition by limiting your freedom to choose a mortgage or solicitor that suits you best.
👉 Pressure buyers into using services they neither need nor want.
👉 Mislead sellers by suggesting their buyer is more “proceedable” just because they’ve signed up to extra services.
The National Trading Standards Estate and Letting Agency Team (NTSELAT) has made clear that offers must be passed on to sellers promptly and without condition, unless the buyer cannot demonstrate they can fund the purchase.
Some agencies generate significant revenue by cross-selling mortgages and conveyancing, especially those that are owned by large financial institutions.
While it’s understandable that businesses diversify income, these practices should never override fair treatment of clients or the duty to act in the seller’s best interest.
No. We never make the sale or purchase of a property conditional on using our recommended mortgage, conveyancing, or insurance services.
We wholeheartedly believe in the service partners we recommend and go out of our way to only suggest businesses we trust to provide fantastic support to our customers. For example, choosing to work with one of our panel of local conveyancing partners once your sale is agreed can make it much easier for us to obtain timely updates and keep you informed as the transaction progresses – something that can be more challenging when liaising with conveyancers with whom we have no existing working relationship.
However, this choice is entirely yours, and you are under no obligation whatsoever to use any of our recommended services. Your decision will have no impact on how your offer or sale is handled.
If you believe an agent has withheld your offer or pressured you into using an additional service, you have options:
👉 Raise it with the agent directly. Sometimes, concerns can be resolved with the branch manager.
👉 Submit a formal complaint through their complaints procedure (they must have one).
👉 Escalate to the Property Ombudsman or Property Redress Scheme if you’re unhappy with their response.
👉 Report to Trading Standards, who enforce compliance with the Estate Agents Act and related guidelines.
Keep copies of any emails or notes of conversations that show you were pressured or misled.
Signs of conditional selling can include:
👉 Being told your offer won’t be passed to the seller unless you agree to a financial services appointment.
👉 Repeated phone calls urging you to sign up “to speed things along.”
👉 Feeling your position as a buyer is downgraded because you’ve chosen your own mortgage advisor.
If any of these occur, it’s your right to push back and insist your offer is submitted unconditionally.
If you’re ever unsure about any part of the buying or selling process – or just want some straightforward advice without any pressure – please feel free to get in touch. We’re always here to help you make informed decisions with complete confidence.
For tailored advice or help finding your next home, our team is ready to assist. Hannells is here to make your move a smooth, positive experience.
Get in touch with our team today today by clicking HERE
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