Propertymark’s CEO Nathan Emerson (main image) has warned the industry, and indirectly Connells, that estate agents must not pressurise property buyers to use their services.

This follows this week’s Panorama TV programme on BBC1, during which an undercover reporter working at Connells’ Abindon branch recorded evidence of managers pushing staff to prioritise ‘hot buyers’ – namely those who were keen to use the firm’s in-house brokerage.

Emerson says: “Agents must provide a full duty of care and ensure impartiality to all participants throughout the entire sales and transactional process.

“Buyers and sellers must have freedom to choose products and services that meet their needs and preferences.

“It is important that agents display an understanding of the impact of key factors which interact with the buying and selling process. This includes areas such as contract law, conveyancing, and mortgage application processes.

“Agents must adhere to the terms of undertaking full due diligence on all parties such as compliance, anti-money laundering regulations, proof of funds and the ability to purchase.

‘Appropriate advice’

“They can offer to introduce services which provide appropriate advice and products, but there must be full transparency and absolutely no conflict of interest.

“Due to continuous progression within many areas of law, the housing sector has far greater levels of consumer protection in place than at any point previously, and these standards are constantly evaluated and evolved to ensure they remain fit for purpose.

“Should anyone feel a service offered to them might fall short on standards – they can raise a case with organisations such as Trading Standards, The Property Ombudsman or Property Redress as well as the organisations own internal complaints procedures.

“In addition, if the agent is a member of a professional body such as Propertymark, they may have additional options for remedy too.”