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If you watched the recent BBC Panorama episode "Undercover Estate Agent", you may be feeling uneasy about the integrity of some estate agents and their so-called “recommendations” when it comes to choosing a mortgage broker. You’re not alone, we’ve had several clients get in touch in the last week asking the same question: “Do I have to use the estate agent’s broker?” The short answer is no, you absolutely don’t.
The Panorama investigation lifted the lid on some of the tactics used by one of the UK’s largest estate agencies. Undercover footage revealed that buyers who didn’t opt for the agency’s in-house broker were often overlooked, or had their offers delayed or ignored. There were also claims of staff being incentivised to push financial services onto buyers and sellers, regardless of whether they were the best fit for the client.
It’s frustrating, but sadly, not surprising. And it’s exactly why choosing an independent mortgage broker is so important.
What is an independent broker - and why does it matter?
An independent mortgage broker (like us at NEST) is not tied to an estate agency, a particular lender, or a limited panel of products. We work for you, not for a commission scheme or internal target. Our only priority is to find the most suitable mortgage for your circumstances, not to meet sales KPIs.
Here’s what you get when you choose an independent broker:
Unbiased advice: we compare products from across the whole of the market, including specialist and high-street lenders.
No conditional selling: we won’t pressure you to share your information with others, and you can say “no” without any consequences.
Genuine client-first approach: we collaborate with trusted professionals (like solicitors and surveyors), but we never push services you don’t need.
Support beyond the mortgage: we guide you through the entire homebuying process, not just the application.
Let’s talk about data sharing and pressure tactics
The Panorama programme highlighted concerns around how estate agents collect and share buyer information. In some cases, prospective buyers were asked to fill out forms with personal and financial details, only for that information to be passed directly to in-house brokers, even if the buyer had no intention of using them. Others were told that not using the recommended broker would slow down the process or jeopardise their offer.
This isn’t just unethical - it goes against the spirit of treating customers fairly.
At NEST, we believe that your data should only be shared with professionals you choose to work with. If you’re not comfortable or if you already have a broker, that decision should be respected. Buying a home is already stressful enough without being strong-armed into a financial service you didn’t ask for.
The benefit of whole-market access
Some estate agency brokers only have access to a small panel of lenders, meaning you could be missing out on more competitive deals. As a whole-of-market independent broker, we have access to hundreds of products, including niche lenders who work with self-employed clients, those with credit issues, foreign income, or low deposits.
This is particularly important in today’s market. Lenders are constantly adjusting their affordability criteria and launching new products to support first-time buyers and remortgagers alike. Without independent advice, you could end up locked into a deal that doesn’t suit your long-term goals.
Serving the whole of the UK — not just locally
Another common misconception is that you need a broker based near your estate agent or property. Not true. We work with clients across the UK, from Bournemouth to Belfast, and everywhere in between. Thanks to modern technology, we can meet you via Zoom, manage your application digitally, and stay in close contact through every step of the process.
Choosing your broker should never be a condition of sale
Here’s the truth: you don’t need to use the estate agent’s broker. And they can’t legally force you to. If anyone suggests otherwise, we recommend putting that request in writing,you’ll usually find the tone changes quickly.
Your mortgage is one of the biggest financial commitments you’ll ever make. You have the right to choose who advises you on that journey.
No pressure. No obligation. Just honest advice.
We’ve had many clients say, “I wish I had spoken to you sooner!” That’s because the process is often much simpler than expected when you’re working with someone who genuinely listens and understands your goals.
Whether you’re a first-time buyer, moving home, or remortgaging, our team is here to make it straightforward, with no pressure, no jargon, and no hidden agenda.
The Panorama programme might have shone a light on the darker side of the property world, but it’s also sparked some much-needed conversations. At NEST, we’re proud to be independent, transparent, and client-first, always.
If you’re just starting your journey or have questions about switching brokers, feel free to give us a call or drop us a message. No hard sell. Just helpful advice.
