Felicity J Lord Avis 

I used Felicity J Lord (Blackheath branch) for the letting of my property. My experience with them has been dreadful. I strongly advise you not to engage with this agency under any circumstance, below is a summary of the key issues:

• June 2024 - After finding the tenant with the contract expected to be signed within 1 week, they unexpectedly demanded for full upfront payment of their 2 years management fee.
Due to this I had to change into a 1year contract and “negotiate” 75% upfront and the remaining 25% montly.

• April 2025 - We are approaching the end of the one year contract and the tenant wants to either go into rolling contract or extend his agreement.
According to FJL this is only allowed if I use their “Property Management Service” or “Rent collection Service”.
I asked FJL to pay 180GBP for their service “Extension set up” as included in their T&Cs and stop the full management of the property.
Their position has been that by going into rolling contract or renewing the tenancy agreement without using one of the “Property Management Service” or “Rent collection Service” I would be breaching their contract and liable to a penalty fee of 6weeks rent.
Effectively, their position is that once they find a tenant for you, they coerce landlords indefinitely to rent collection or management services.

• Billing errors (e.g. double-charged for inventory) that required repeated follow-ups.

• Refusal to provide basic documentation like the inventory report.
Despite my repeated requests, the inventory report was never made available to me. My request for this basic documentation was ignored, while the agency instead focused solely on matters concerning their own compensation and potential breach of contract penalties.

• Poor communication and lack of support despite paying for full management.
Despite paying for their full management service, they did not adequately support my tenants in setting up essential utilities. The tenants had to contact me directly, expressing their worries about utilities potentially being disconnected, particularly concerning as they have a young child. Only after my direct intervention did the agency finally take action

I strongly advise landlords to look elsewhere.

DO NOT USE FJ Lord to manage your property. Horrendous experience. I've never experienced anything like it. Tenants raise an issue and they do not hear back for 3 weeks. I contact them as their "client" and I hear nothing back. They take zero responsibility.

We had a terrible experience with one of the agents named “Guy” at Felicity J Lord. My partner and I tried to arrange a viewing for nearly a week and were repeatedly told we’d be called back, but no one ever did. To make matters worse, when we finally managed to get through, the agent answered the phone in an unprofessional manner, making awkward “dad jokes” that came across as completely inappropriate and dismissive.

We were assured we could view the property, but after a week of chasing, we found out online that it has now already been let. The lack of communication and the unprofessional attitude made the whole process incredibly frustrating. Absolute chaos from start to finish.

Would not recommend dealing with this office if you’re serious about finding a property.

First time buyer, looked to purchase shared ownership property. The FJL team, alongside mortgage brokers they closely work with, JustMortgage had somehow miscalculated my affordability criteria (no idea how it failed a four-eyes-check). What this meant was about a couple months into the process, I had to do another affordability check with the Property Manager who owned the remaining share of the shared ownership property, and they showed me correct calculations with reference to Government guidelines. It meant unless I stumped up another £15k on top of a £40k deposit i was already committing to put up, I would not be able to afford purchasing the property. I had wasted £1000 up to this point paying a disproportionate "broker fee" of £695 to JustMortgages, and the remainder up front to instruct solicitors. I did not get any of that money back. Not only did FJL waste my time and money, but they also wasted the sellers time. The colleagues I interacted with were very nice but that doesn't make up for it. I cannot recommend them.

This was a stark contrast to other agents and developers I dealt with where this affordability was carried out right at the beginning with a model where the calculations were actually correct and made sense.

Every single person I spoke with at their Wapping branch was so unhelpful. I had been calling for roughly 4 days to secure a viewing at a flat situated within my old building that I had been trying to move back to. The first time I called I was told “we probably won’t log your enquiry now as we finish in 20 minutes. I’ll make a note and someone will come back to you.” The next day, of course no one came back to me, so I rang again. This time, the agent confirmed that the property I was enquiring about was 100% still available. I told them I could visit whenever and that I would move my schedule around to suit them. He apparently logged my enquiry but nothing ever came of it. My partner called the next day, he was greeted over the phone by someone who tried to claim he couldn’t help as he was just the “overflow department” as though their tiny branch with hardly any properties available to let is inundated with calls and enquiries…. It’s clear to see business isn’t booming…. after 4 days, we gave up. The next morning, 5 days after my initial enquiry, we saw that the property had now been let. Awful service, idiotic staff and a branch/company that I would avoid at all costs.

Lots of promises up-front when it came to selling a flat, but they only got an offer from one buyer – and initially were passing on comedy offers from them way below both market rate and their own estimate, and actually pressuring us to accept! When we accepted the final offer, there came a point when it was clear to me that the supposed buyer was stalling, but the agent said no, all was fine. Two months later, and about a week before exchange, the buyer pulled out. No idea why I could see this was going to happen and a professional agent couldn't. After that, we gave them a further 8 weeks, but we just got a bunch of last-minute cancelled viewings and no-shows. Some nice people, but I really can't recommend them.

Very good help I totally recommend in help for rent he is the best I recommend Bryan salazar in brixton

Got a spam letter about wanting to buy my property in Islington... only that my address isn't even in England!
Thanks for the amusement. Here's a 1 star in return.

The 2.8 rating should give you a clue but here is my experience.

If you are a landlord, tenant or homeowner - don't do business with this company.

My landlord worked with this company. At the end of his contract with them he decided to part ways due to the poor service received. As a result of this, they are now illegally withholding my deposit (apparently due to a fee dispute between the landlord and FJL). Nothing to do with me as a tenant, paid my rent in full every month, landlord has asked them to release my deposit and they simply refuse.

Go and check out my review on Google (Felicity J Lord - Brixton) which includes images.

Tenants came to the end of the contract and as the landlord, I asked that they return the tenants deposit in full. They confirmed that this would be done when the contract finished on 21 Feb 2025. It is now 7 March and the deposit has still not been returned. Brixton branch does not answer the phone. I have complained to the head office in Colchester twice. Still no response. Avoid at all costs.

Annette is our Property Manager and always really friendly, easy to speak with and helpful whenever we need her.

Terrible property management as a tenant. Issues in the flat not resolved for almost a year, emails and phone calls routinely ignored, promises made with total lack of follow through. Totally incompetent and disinterested.

Even asking for 5* Google reviews after taking 10 months to send a contractor to resolve an issue.

DeShauna has been great. has gone above and beyond to help me and my tenant. Acted with urgency has made sure I am informed of everything happening in background and has been very prompt and proactive on things. Deshauna is an asset to the team at felicity j lord blackheath.

Received a call from Hazel at Felicity J lord Islington, saying my property is for sale and whether I want them to do a valuation. No idea where they got my name and phone number from and my house is very much not for sale. Assumed it was a scam so am even more shocked to find out this is being done by an agency?
Dodgy behaviour!

Charlotte De Carli is in my long experience dealing with her at FJLord by far the best Letting agent I ever met. She is always kind and ready to help in every situation. She loves her job and always goes beyond what one would normally expect to help you achieve the best results. She is as good with Landlords as she is with Tenants. I would recommend to speak with her first thing if you contact FJLord Clerkenwell both as Landlord and as Tenant. 5*****

I’m very impressed with the excellent service I received from Holly Ormonde, She was professional, efficient, and resolved my issue quickly, ensuring everything was uploaded without any hassle. Her clear communication and proactive approach made the process smooth and stress-free.

It’s evident that Holly is dedicated to providing top-notch support and takes pride in her work. Her efforts truly stood out, and I’m confident she will continue to excel within the team.

I had a very good experience with Charlie Saville (Hackney Branch). I asked him to value our house. He was personable, thorough in his research of the area and sent me all sorts of helpful information to help with the sale of the house.

Sellers avoid
As a buyer my calls are rarely answered the solicitors they've recommended to my seller are incompetent and I'm loosing more money I have no choice but to exit the chain shortly and FJL don't care

Victoria from the Blackheath branch was very helpful and enthusiastic when giving a free valuation for my property and giving lots of useful and knowledgeable information.