Somewhere along the way, 'big estate agency' stopped serving the public & started serving itself.

Taking £1,000+ out of a conveyancing referral, because the valuers are too $hite to get decent EA fees

Telling buyers they can’t view or offer unless they speak to 'our' mortgage arranger.

Bragging about market share instead of focusing on moving people.

Only selling 53% of the homes agents list

Overvaluing just to win the instruction.

This isn’t customer service.
It’s self-service.

But here’s the truth most of the 'big' estate agency industry’s firms forgotten:

We’re not here to protect pipelines or pad out commissions.

We’re here to help people move home.

That’s our job.

Not the glory. Not the pie charts. Not the kickbacks. Not the KPIs. Not £5.99 Prosseco 'Manager of the Month Award'. Not the listing bonuses. Not the bonuses for reducing

Just honest estate agency work, done properly, for people who are counting on you.

You could say, the small independents should be fighting back.They are, yet when you are a big name and you are pulling your pants down on your fees, its really hard to counter that. Your costs are lower with cheap portal fees, you have incumbent status and you are subsidising your Estate Agency fees with huge commission from FS and Conveyancing

Maybe it’s time we remembered who we’re actually meant to be serving???

Christopher

P.S. To the men and women on the front line at Big Estate Agency — the valuers, negotiators, listers, and sales progressors:

This isn’t aimed at you. Not really.

Most of you are doing your best under immense pressure.

Pressure to list anything, at any price.
Pressure to hit targets that don’t reflect quality.
Pressure to follow rules set by bosses who care more about volume than values.

You didn’t create the culture.
You’re surviving in it.

But some of you — the brave ones — are quietly doing things the right way.

Honest valuations. Proper aftercare. Clients first.

Keep going.Because the public needs more agents like you.