While many individual agents responded rapidly to the BBC’s reports online, TV and radio about conditional selling scandals, Propertymark took until yesterday morning to issues its first official comment.

In the BBC Panorama programme on Monday evening, reporter Lucy Vallance uncovered evidence suggesting that Connells prioritises buyers who use its in-house mortgage services over others.

During her time inside a Connells branch, Vallance captured footage and recordings that suggested buyers were being favoured based on whether they agreed to purchase Connells’ in-house mortgage and conveyancing services – a practice known as ‘conditional selling.’ Despite often receiving higher offers or cash bids, estate agents appeared to prioritise those buyers who committed to using these financial services.

Connells has denied unfair treatment of customers.

The findings of the investigation were extensively covered across the BBC from late Sunday evening onwards.

Nathan Emerson, chief executive, said in a statement yesterday: “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. 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 the Property Redress Scheme 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.”