Is the Industry Letting Sellers Down?

Like many others in the property world, we sat down to watch Undercover Estate Agent on BBC1 with a mixture of curiosity and concern. The programme lifts the lid on some of the practices happening behind closed doors at well-known agencies, and it's fair to say it doesn’t paint a flattering picture.

From whistleblowers speaking out about commission-led price reductions to stories of poor communication, patchy service, and relentless upselling of mortgage and legal add-ons, it’s no wonder so many sellers are left feeling more like numbers than people. Watching this, we couldn’t help but feel grateful for the way we choose to work at Heart & Home, and the contrast couldn’t be clearer.

When we recommend professionals in the industry, whether that’s a solicitor, broker, or surveyor, it’s because we genuinely believe they’re good at what they do. Like most agents, we may receive a referral fee if a recommendation is taken up, but that doesn’t dictate who we work with. If our priority was profit, we could choose cheaper or less reliable options. But that’s not how we operate. We only recommend professionals who will support a smooth transaction and deliver the level of service our clients and buyers deserve.

This isn’t about keeping everything under one roof or trying to control the process. It’s about creating the best possible experience for the people we work with. Unlike companies such as Purplebricks, we are not paid upfront. We only earn our fee once a sale reaches exchange, which means we’re fully committed from day one right through to completion.

If you've already paid your agent before your property has sold, you have to ask the question - what incentive do they have to get the job done?

As the programme moved on to Connells, it became clear that these issues aren’t limited to online agencies. Conditional selling, where buyers are told they must speak to the in-house mortgage advisor in order to be considered for a property, appears to be standard practice. This approach puts sales targets ahead of service and leaves buyers feeling pressured and uncomfortable.

At Heart & Home, we don’t work like that. We only recommend a mortgage broker if a buyer genuinely needs advice and doesn’t already have someone in place. We don’t pressure, and we never make a viewing or offer dependent on using a particular broker. If a buyer tells us they already have a financial advisor or broker, we respect that choice and continue as normal.

When we do recommend someone, it’s because we trust their ability to help get the deal done. The broker we recommend is independent, not based in-house, covers the full market, and is free to the buyer. It’s about service, not sales tactics. We want the same thing our clients want; a smooth, successful move.

The truth is, many of the problems shown in the programme are symptoms of wider issues across the industry. From a lack of regulation to a system that allows offers to fall apart late in the day, the current process in England and Wales leaves both buyers and sellers exposed to unnecessary stress and cost.

There are already enough pressures involved in moving. Choosing the wrong estate agent shouldn’t be one of them. A poor agent can cost you time, money, and peace of mind. Poor communication, hard-selling, and a lack of care can turn an exciting time into an exhausting one. It doesn’t need to be that way.

We believe the system itself could benefit from reform. In Scotland, for example, the legal process commits buyers earlier, reducing the risk of sales falling through and protecting everyone involved. It's a system that offers greater security and far less financial waste. We would welcome anything that brings the same level of certainty to buyers and sellers here.

Until then, choosing the right estate agent matters more than ever. At Heart & Home, we’re proud to do things differently. We’re here to communicate clearly, offer honest advice, and genuinely support our clients through one of life’s biggest milestones. Because when you’re trusting someone with your home, that should be the standard, not the exception.

Written by Abby & Michaela

Directors

Heart & Home

Property Professionals