Julie Gallagher feels cheated after her home was sold for less than its potential value. An undercover investigation by BBC Panorama has revealed that Connells estate agents may have favoured a buyer who opted for their in-house mortgage services over another who could have offered more. Gallagher expressed her frustration, stating, "She's probably done me out of quite a bit of money - I feel angry and conned. How dare Connells do that? Just appalling."

The investigation was prompted by concerns raised by over 20 independent financial advisers and mortgage advisers regarding Connells' operations. Connells is one of the largest estate agencies in the UK, operating 80 chains with more than 1,200 branches. An undercover reporter, Lucy Vallance, worked at a Connells office in Abingdon, Oxfordshire, for six weeks in February. During her time there, she observed that the senior branch manager prioritised buyers who were willing to use Connells' in-house services, which could generate significant revenue for the company.

Connells reportedly stands to gain around £2,000 from each in-house mortgage arranged, with potential earnings of £10,000 from additional services and selling the buyer's property. The company has stated that it is "committed to treating all customers and prospective buyers fairly."

In addition to Connells, Panorama also investigated Purplebricks, an online estate agency accused of overvaluing properties to attract sellers. A former sales negotiator revealed that once a customer was signed up, staff would pressure them to reduce the asking price, earning commission in the process. Purplebricks responded by stating that while price reductions were once a target for staff, this is no longer the case, and they do not overvalue properties to gain instructions.

The undercover investigation highlighted that the pressure to arrange mortgages could overshadow the primary goal of selling houses. Connells, like many estate agencies, has an in-house mortgage-brokering team, and independent financial advisers have raised concerns that this pressure can lead to unethical practices. One such practice, known as "conditional selling," is prohibited by the Code of Practice for Residential Estate Agents. This occurs when agents imply that clients must use their in-house services or face negative consequences.

Despite acknowledging that conditional selling is not allowed, Connells' senior branch manager did not fully disclose the extent of the practice. The investigation revealed that profit motives influenced decisions at Connells, raising questions about the integrity of their operations. Gallagher's home, listed for offers over £300,000, was showcased during an open-house viewing, but the investigation has cast a shadow over the agency's commitment to its clients.