Felicity J Lord Avis 

We are so appreciated for the service from Mr Charlie Saville and Mr Ridwana Al-Hoque they are so nice and kindly to answer all my questions and explain so clearly when we don’t something 👍👍👍👍

I had an extremely negative experience with Felicity J Lord. The company's service is terrible and their approach demonstrates a lack of concern for their tenants. It felt as though their primary objective was to get as much money from me as possible.

My experience was made significantly worse by an agent named Luciano, who was highly unprofessional. During my attempts to seek assistance, he would frequently raise his voice and shout at me. I would strongly advise anyone, particularly young people, to avoid using this letting agency.

I rented a property through this agency for 3 years and had constant issues: unresolved repairs, inconsistent communication, and a lack of accountability.

When the tenancy ended, my property manager Hamzah Hussain completely stopped replying. I followed up for 15 days with no response. I also emailed the branch and every contact I could find — no one acknowledged my messages. Zero communication, zero professionalism.

To make matters worse, the contract handling was legally unclear. I had signed to end the tenancy, but the other tenant stayed in the property. No one informed me what that meant for my legal or financial liability, and no new agreement was issued. Yet they’ve continued treating me as if I’m responsible — while refusing to answer any questions.

Now they’re trying to deduct £1,100+ from my deposit without providing:

A check-out report, Photos, Invoices, Or any valid explanation

They are charging for damage that was already there when we moved in and that we reported several times — and nothing was ever done. This entire situation feels like an attempt to exploit the lack of oversight and take advantage of tenants.

I would strongly warn others to stay away.

I rented a property through J Lord and had serious issues from day one. I was told the property would be vacant and professionally cleaned before I moved in, but when I picked up the keys and went to the property, it was full of the previous tenant’s belongings, dirty, and in terrible condition. When I returned to the office to raise this, they told me to remove furniture (sofas and beds) myself — completely unacceptable. Only after pushing back did they ask me to move in a few days later so they could clean and remove the rubbish.

After finally moving in, there were numerous problems: broken cupboards, faulty lights, a fridge that never worked, and worst of all, a mouse infestation. I had to pay for pest proofing myself, after property manager Holy Ormondo told me over the phone to go ahead and book it. Now, they’re accusing me of not doing it properly and demanding £550, even though they previously refused to cover the cost and gave me verbal approval.

Holy Ormondo’s communication was extremely poor. She would agree with things over the phone, then say something completely different to the landlord behind my back. This caused unnecessary confusion, stress, and breakdown in trust. It seemed like she was deliberately trying to create conflict between me and the landlord.

When I was finally moving out, I had arranged to move into a new property, but the vendor unexpectedly gave it to his daughter, so I needed just 2-3 extra days in the current property. The landlord agreed — in writing — and only asked me to repaint the living room, which I had painted slightly more yellow than usual. I did exactly what was asked and paid rent for the extra days I stayed.

Despite all this, Holy is now sending me charges claiming I didn’t pay rent for that week (which I absolutely did) and even tried to make me pay a full extra month’s rent for not giving notice — even though she already knew I was moving and had agreed to the short extension verbally and by email. They are now trying to take money from me unfairly, and ignoring their own written communication and agreements.

To make things worse, during the final inspection, Holy even said the property was in very good condition, which I had taken time to clean and repaint before leaving. Yet now I’m facing charges for damages and issues that were there from the start, clearly left by the previous tenant.

This experience has been nothing but stressful, dishonest, and unprofessional. From poor management and broken promises to trying to make up charges, I do not recommend renting from J Lord or dealing with Holy Ormondo. It feels like they’re trying to profit from tenants’ trust and miscommunication. Stay away.

We never experienced something like that so please be aware before you even speak to them…..!!!!!!!!!!!!!!!

Disaster of a company. They approached me about advertising the property, we agreed and assumed viewings had started. When we followed up a couple of weeks later they hadn't even advertised the property. When it was filled, it was near impossible (i'm still waiting) for them to send the rent from their account to mine. They have a phone system so that they will pass you on to any random person in the business in any part of London- whoever then picks up obviously has no idea what is going on with your property. They then give you another number to call and the same game starts all over again. NEVER AGAIN.

We worked with Felicity J Lord to help us find and manage a short-term let of our home while we are away. We thought having an estate agency manage this would reduce stress and admin while we were gone. We couldn’t have been more wrong, and we are kicking ourselves for not finding tenants ourselves and having a direct relationship with them, as Felicity J Lord’s tenancy management has caused far more headaches and stress than self-management would have.

FJL quoted us a service and then we found out in the first month’s bill that they significantly overcharged us on this fee, and we have been told for 2 months+ that they will “get back to us” on this point, with no progress.

Most troubling, it soon became clear that a key point of the tenancy was not properly sorted out by their team during the negotiation. It is either a major mistake committed by their team or they blatantly lied to us and the tenants during the negotiation/tenancy set-up phase - and it is now costing us money.

After the tenancy agreement was signed, we were passed on to the property management team at the Bow office. They took ages to respond to us and then passed us back to the Hackney lettings team, who are supposed to get in touch with us about this issue. We have not heard anything from them over the weeks we have been trying to get this issue sorted. The complete lack of communication leads us to believe that their agents lied to both sides during the tenancy negotiation, and they don’t know or care how to provide a solution that will rectify this situation.

We have no idea how the tenants are being treated and if any of their issues or concerns on the tenancy beyond this particular issue are receiving any kind of timely response, and based on how Felicity J Lord are treating us, we can only imagine that it is not satisfactory.

We would advise anyone looking to work with Felicity J. Lord as a tenancy manager to just do it yourself, as the agency seems to take money from you to lie to and ignore you. It is not worth it.

The team at the Shad Thames office were extremely responsive when we listed our flat for sale and they managed to achieve a good price for us in a difficult market. Chris Lee, Michael Logan and the team were a pleasure to work with.

I recently had the misfortune of dealing with this agency as a buyer, and I’m incredibly glad I wasn’t the one paying them a commission.

From start to finish, this transaction was made unnecessarily worse by the incompetence of this agency. I asked myself multiple times if mine was the first transaction they ever had, as it sure felt like it. While most agencies have sales progressors, they passively wait for conveyancing to happen (when they don’t make matters worse) and seem as surprised as everyone else that the transaction actually completed. Not sure how they make a living out of it.

They seemed to have no grasp of the actual progress or process. I was actually at some point told that asking them for updates after weeks of non progress was “ unfair on them as it was causing them a lot of stress”. I think they believe that their hefty commission is paid simply as a thank you for turning up for a viewing and opening the door and have yet to realise that they are meant to progress a sale as well.

In short: based on this experience, it seems any sale that goes through with this agency happens despite them, not thanks to them. I would advise any potential buyer or seller to think twice and do their homework first.

One of the WORSE DECISIONS of my life was signing FJL as my agent. HUGE REGRET.

Almost two or three months ago I cancelled landlord rent insurance. Informed Islington office by email and telephone (spoke with Monty, manager). They ignored my notice and still charged me. called them and was told its being processed. Emailed again, told senior manager, Sai will call me back; never did (as always). To date, it's been no money, senior management looking into matter.

Called today 03/07was informed the person I spoke with will call me back, as usual no call meanwhile they are still taking my money even though this person said boss Sai was suppose to be dealing with my refund.

I mean how long does it takes to refund? They are quick to take my money but crab-like to refund me. Today ended without them calling me back as usual or emailing me of my refund. For years I have complained but this is the worst I have experienced. I can only assume there is a planB for my refund - rob or plan for me to forget about the debt. I mean what else could be reason for significantly delaying this refund? I am so angry at this rogueish deceptive disrespectful behaviour from an agency I've spent ten years of my life. Unbelievable. I have never owed them. I am not the social media type but Felicity J Lord Islington have really grieved me.

I initially visited the agency in person and spoke with an agent - i won't mention the name but hope they can improve reading this - , who took my details and promised to send me off-market rental opportunities. Despite several listings appearing online over the following weeks, I received no communication or follow-up at all.

Later, I applied for a flat through the same agent, who acted as though we hadn’t met before. The property shown was clearly overpriced and not reflective of market value, yet I was told it would be gone quickly—despite it remaining available a month later. The pressure to commit felt disingenuous.

What was most uncomfortable was being asked for a positive review immediately after this poor experience, followed by persistent calls to take the flat.

Overall, I found the service unprofessional and not trustworthy. I would recommend approaching with caution and doing your own research before making any commitments.

I’ve had the misfortune of dealing with this agency specifically Vicki Tait throughout a deeply frustrating and ultimately failed property transaction, and I would strongly caution prospective buyers.

From the outset, my offer was materially misrepresented to the vendor. It was made clear both verbally and in writing prior to submission that the offer was subject to the ability to extend the lease at a nominal cost. This condition was either ignored or deliberately omitted when the offer was passed on, meaning both parties were fundamentally misaligned from the start. Astonishingly, Vicki later attempted to deny that this condition had ever been communicated, despite it being explicitly stated multiple times. It could reasonably appear this was intentionally withheld from the vendor to push a fast sale through, regardless of whether the key terms had actually been agreed.

Worse still, the vendor repeatedly misrepresented the service charges by more than 50%, despite being asked for clarification multiple times. It could be seen that there was a deliberate effort to conceal the true cost of ownership alongside high rising reserve fund costs and hope that no questions would be raised during due diligence. When they were, off the back of searches and legal review, the vendor abruptly pulled out of the sale over three months into the transaction.

Throughout, the agent applied unnecessary pressure to move towards exchange before any of the lease terms, financial conditions, or legal risks had been properly resolved. Despite serious concerns being raised, there was no meaningful effort to mediate, clarify, or communicate appropriately.

This experience revealed a clear lack of professionalism, transparency, and care for either party’s position. Buyers should proceed with extreme caution. Ensure every condition is formally documented and be alert to missing, misrepresented, or delayed information because you can not rely on this agent or their vendors to act in good faith.

There is no clearer example of the dangers of dealing with unregulated, unqualified agents. In this case, both the agent and the vendor appeared to knowingly “try it on” presenting misleading information, withholding material facts, and relying on pressure tactics to force a quick sale in the hope that the buyer wouldn’t notice or question it.

BEWARE.

As an Investment Landlord I thoroughly recommend Felicity J Lord's Brixton Lettings Office with accompanying Managing Agent Services.

Have found them to her super efficient and great to work with.

I really appreciate the visit I have done with Cheryl. She was helpful and very nice. The time shared was wonderful.

I've had a fantastic experience with Holly as my property manager. She's always quick to respond and incredibly helpful. Her knowledge of the local market and dedication to her clients is truly impressive. If you're looking for a property manager who goes above and beyond, Holly is the one!

If there is minus score, I won’t hesitate to give them. Last year we rented a flat near old street. From the first day we checked in, they didn’t even care about the flat and client. We came to completely mess flat (no cleaning, broken doors, bad mold). Throughout the year, they ignored our complain about flat maintenance. When finally we moved out nearly 2 months ago, they even didn’t try to give back our deposit (ignoring our contact). We will claim a dispute after those exhausting effort and patience. Just beware to have a business with this agent.

Our property manager Lily Porter is very dedicated & has an eye for detail. She responds quickly and resolves every issue raised in a timely manner. We are very pleased to be working together and feel she has our best interests at heart. Happy to recommend as it's very rare to find such a professional, honest company that genuinely cares about its clients.

Hackney Felicity Lord is absolutely awful ! The staff are unprofessional , no one answers the phone , huge lack of knowledge when you as a client query something , money is taken out of your account without permission, contracts are renewed without your consent ( which is fraud ). That branch should be regulated.

Do not trust these people. SCAM ALERT. Not as a landlord, not as a tenant you should rely on people who does not meet the contracted terms!
do not get surprised if ignored when contacting them or if they say something, while doing the complete opposite, even if its said in written..

We have rented out our house for over 25 years now with FJL Blackheath. The advice and support from the staff have always been exemplary. Currently Lisa Allen Hendry has taken over our property management and we can’t thank her enough for going above and beyond.

Tenant here: When my washing machine broke unexpectedly, Lily Porter was an absolute star. She arranged for an engineer promptly, but what truly set her apart was how quickly she got back to me and how reassuring she was throughout. Lily was warm, attentive, and made a stressful situation feel completely manageable. She was a pleasure to deal with from start to finish — responsive, kind, and genuinely committed to getting things sorted. I’m really grateful for her support