A Perspective from Oakheart following the BBC Panorama Report
Melisa
Last night’s BBC Panorama brought to public attention the issue of conditional selling practices within estate agencies, highlighting cases where clients are steered toward additional products and services as a precondition for sales or lettings. While the intentions of the programme were to shed light on questionable practices, we at Oakheart Property, a proudly independent agent serving Essex and Suffolk, feel compelled to respond, both to the topic and to the way certain businesses were portrayed.
Conditional Selling vs. Cross-Selling: A Fair Perspective
The program notably singled out Connells, a prominent name in the industry. While we firmly believe that all estate agents must uphold the highest ethical standards, we feel it was unfair to single out one business for practices like up-selling and cross-selling, common strategies used across nearly every industry, not just estate agency.
However, the line must always be drawn at “conditional selling”, the practice where clients feel forced to take extra services to progress their transaction. This is not only against the Estate Agency Code of Practice, but it also jeopardises the trust that all agencies rely upon. We do not condone such practices under any circumstances.
Oakheart’s Approach: Ethics and Client Care at Our Core
At Oakheart Property, our standards are crystal clear. We strictly adhere to the Estate Agency Code of Practice, ensuring:
- No client is ever compelled to use a particular mortgage advisor, solicitor, or insurance provider.
- All up-selling or cross-selling is done transparently and only if it genuinely benefits the client.
- Every client is empowered to make choices freely, with open and honest advice from our team.
- Our dedicated Sales Progression team has direct access to internal departments and trusted conveyancers and solicitors, ensuring the best client service.
Our mission is not just to facilitate sales and lettings, but to ensure every client feels supported, respected, and truly at the heart of every transaction.
Putting Clients First, Always
As a small, local, independent business, we have built our reputation on personal service and trust. Our clients’ needs and preferences drive every decision we make. That ethos is why our customers return to us and recommend us throughout Essex and Suffolk.
We welcome responsible media scrutiny as it helps drive up industry standards. But we believe it is essential to show fairness and context when presenting stories that can affect businesses, their clients, and local communities.
In Summary
- Conditional selling is unacceptable and contrary to our values and the industry code.
- Cross-selling, conducted ethically and for our clients’ benefit, is a part of how many industries, including ours, operate.
- At Oakheart Property, we remain committed to transparency, best practice, and putting our clients first in every interaction.
For any property needs or advice, feel free to reach out, your trust and satisfaction are at the heart of everything we do.
