Myth #3: Agents always work in your best interests
Every estate agent promises it. Every valuation appointment includes it. And every seller and landlord has heard it so often that it becomes background noise. The phrase is simple: “We work in your best interests.”
But what does that really look like in practice?
With more than three decades of experience working with sellers, landlords and tenants across Kent and Somerset, we have seen how differently agents interpret this phrase. Some live by it. Others use it while operating in ways that benefit themselves far more than the client. How can you tell whether an agent genuinely means it or is relying on a convenient sales line? This is why it is so important for sellers and landlords to understand what true client-first service looks like.
What many agents really mean when they claim to act in your best interests
Too often, this phrase is used to mask practices that do not serve the client.
Examples include overvaluing to win instructions, tying sellers and landlords into long fixed-term contracts, charging referral fees, pushing certain buyers or tenants for internal gain, outsourcing viewings or rushing properties live to hit targets.
Sandersons UK takes a different approach. We do not use fixed-term contracts for sales, because we believe trust must be earned through performance, not protection. If a seller is not satisfied, they can leave. That level of accountability is rare in our industry and reflects our value led approach to every business decision we make.
Why do agents force you to sign a fixed term contract?
A real-world example of agents prioritising themselves over their clients
The Panorama documentary that reached national attention highlighted one of the clearest cases of this issue. A well-known corporate agent was found to be favouring buyers who used the company’s financial products, even when those buyers were not offering the highest price or were not the strongest proceedable candidates.
This meant sellers were disadvantaged so the agent could earn additional income from mortgage and related services.
It is the opposite of acting in a client’s best interests and shows why sellers should question how an agent makes decisions behind the scenes.
Marketing excellence is a genuine form of acting in your best interests
Working for your benefit means doing everything possible to achieve the best outcome. That is why we invest heavily in marketing rather than cutting corners. Magazine-quality photography, accurate and appealing descriptions, detailed floorplans, drone imagery, video tours and staging all help attract more committed buyers and secure stronger offers.
Uploading a property quickly is not the same as presenting it properly. We take the time to prepare a listing that stands out because this directly impacts price, interest and competition.
Protecting you emotionally and financially through Secure Sale
Traditional transactions involve emotional investment without commitment. It is common for one party to withdraw unfairly, renegotiate late or slow the process down without consequence.
We believe this is not in anyone’s best interests.
This is why we offer Secure Sale via Gazeal.
Secure Sale provides:
• A mutual reservation agreement
• A guaranteed compensation arrangement if either party withdraws unfairly
• Far less risk of fall-throughs
• Protection against gazundering
This gives both sides much greater certainty and peace of mind at a point where emotions often run high.
Recommending solicitors without taking referral fees is a key ethical choice
Many agents receive referral fees from solicitors, meaning they recommend firms based on commission, not performance. This can slow down sales, increase risk and undermine the seller’s success.
We deliberately choose not to take referral fees.
We only recommend solicitors who are responsive, proactive and deliver results because supporting a smoother transaction is in the client’s best interests, not ours financially.
A strong progression team is central to protecting your interests
Once a sale is agreed, many agents step away.
We do the opposite. Our dedicated in-house progression team proactively manages the entire journey, prevents delays, solves problems early and updates you throughout. With a fall-through rate of just 6 percent compared to nearly 29 percent nationally, this is one of the clearest demonstrations of what acting in your best interests truly looks like.
Working in a landlord’s best interests follows exactly the same principles
Our ethical approach applies to lettings as much as it does to sales.
Landlords are not tied into a long-term contract with us during the marketing phase. You are not committed to us until the tenancy starts. This mirrors our sales philosophy and ensures landlords have the same flexibility and reassurance.
We understand that choosing the right tenant and managing the tenancy properly is crucial. Our in-house team handles pre-qualification, referencing, compliance, tenancy agreements and ongoing management with the same value led approach that guides our entire organisation.
We take the view that landlords should work with us because we deliver an exceptional service, not because a contract forces them to stay.
Our team culture is another reason we can genuinely work in your best interests
Many corporate agents incentivise staff individually, which often leads to internal competition and decisions made for personal gain rather than client benefit.
We use a team-based commission structure. This ensures colleagues support each other, share knowledge and focus entirely on the result for the client. It is counterproductive to set staff against one another; teamwork produces far better outcomes and higher quality service.
This aligns with our value led approach as an independent organisation where every decision must reflect fairness, integrity and the long-term interests of our clients and our people.
In summary
Working in your best interests is not a slogan. It is demonstrated in every action an agent takes, from transparency and marketing quality, to ethical choices around solicitors and sales progression, to the flexibility of contracts and the culture of the team supporting your move.
Would you like to understand how this applies to your own moving plans?
Are you curious to know what your property is worth? You can book a valuation here:
