Abingdon Estate Agent Connells Rejects Claims of Improper Sales Practices

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Connells, one of Britain’s largest estate agency chains with over 1,200 branches, including a prominent office on Abingdon High Street, has firmly denied allegations of unethical sales tactics following a BBC Panorama investigation broadcast on Monday. The programme accused the firm of engaging in “conditional selling,” a practice where buyers using the agency’s in-house services, such as mortgages or conveyancing, are allegedly prioritised over others, regardless of their offer’s strength.

The Panorama investigation, which deployed an undercover reporter at Connells’ Abingdon branch earlier this year, claimed to have uncovered evidence of such practices. The documentary highlighted a manager referring to clients who opted for Connells’ in-house services as “hot buyers.” It also alleged the existence of a board in the office listing these “hot buyers,” prospective purchasers who had agreed to take out mortgages or conveyancing packages through the firm. One seller, Julie Gallagher, told Panorama she suspected her property was sold for less than its potential value because Connells favoured a buyer using their in-house mortgage services over another with a stronger offer.

In a robust response, Connells dismissed the accusations, stating they do not reflect a “full or fair representation” of their operations. The firm categorically rejected claims of conditional selling, asserting that it operates within the bounds of fairness and transparency. “We clearly explain how our services work and outline the choices available to clients,” Connells said in a statement to this publication. The company further noted that it invests heavily in staff training, including regular sessions and “mystery shopper” visits to ensure compliance with industry laws and regulations. Any employee found breaching these standards faces severe consequences, including potential dismissal.

Connells also challenged the BBC’s evidence, claiming the programme makers offered a right to reply but failed to provide sufficient proof of misconduct before airing. The firm highlighted that, during the six weeks of Panorama’s investigation, only two of the 14 properties sold by the Abingdon branch went to buyers using their in-house mortgage services. “It is standard practice in the industry to identify procureable buyers, often called ‘hot buyers,’ who are best positioned to complete a transaction in the seller’s interest,” Connells explained. “However, it is not the case that customers using our mortgage services are more likely to purchase a property than those who do not.”

The 1979 Estate Agents Act classifies discrimination against buyers who do not use an agency’s in-house services as an “undesirable practice,” potentially subject to investigation by Trading Standards. However, the rules appear ambiguous regarding the “side-lining” of potential buyers, leaving room for debate about enforcement. Connells has pledged to conduct a thorough internal investigation and take action if credible evidence of wrongdoing emerges. “In the two case studies highlighted by Panorama, no harm was caused to the customers involved,” the firm added.

The allegations have sparked wider scrutiny of estate agency practices, with Panorama citing concerns from over 20 independent financial and mortgage advisers across England and Wales. While Connells maintains its commitment to ethical conduct, the controversy underscores the challenges of balancing commercial interests with fairness in a competitive property market. For now, the firm stands by its reputation, vowing to uphold rigorous standards across its extensive network.