Felicity J Lord Avis 

I recently sold my property using FJL in Shad Thames. Throughout I was kept well informed and despite a few inevitable bumps and some frustrating requests from the buyers solicitors, Chris kept the sale momentum going forward. He even contacted me whilst he was on holiday to check on progress.
I would use them again if I have a property to sell in that area.

The worst rental agency ever! They are totally useless, incompetent and lazy.
We gave notice as per our lease agreement and asked them to confirm the amount of the last rent given it was not a whole month. Despite chasers, they never replied and out of the blue, they send an email 10 days before our lease ends to notify that we are in overdue and need to pay asap! Ridiculous.
And the release of the deposit is an even bigger joke. We are still waiting for it although they were supposed to have released it already. We cannot reach them on the phone, they never reply to emails!

Ms Charlotte de Carli from FJ Lord Clerkenwell branch was very helpful and efficient in quickly finding me a new tenant for my property in the area when the previous tenant gave notice early. The whole process was very smooth and I can warmly recommend her.

If you want reliable and trustworthy agents, this is NOT the agency for you:

- on the scheduled day of the viewing we were called multiple times despite confirming a time. We arrived on time and a viewing had being double booked. We were asked to wait outside in the cold
- once we paid a holding deposit, the agent did not answer any of our calls or emails. We had multiple issues and would have to call the office line to get any assistance
- the flat was readvertised after we paid a holding deposit and had been accepted.
- we were given the wrong move in date by a month and no one answered our calls / emails for 6 days to give us the correct date.
- the only ask we put down in our offer was to have the flat cleaned, when we got the keys it was dirty throughout
- we’ve been in the flat for over two weeks and still don’t have an itinerary list despite chasing multiple times.
- the house has major maintenance issues (the toilet seat is completely broken) and there are no replies to our log requesting a fix.

If you’re a home owner, these agents aren’t going to look after your home. If you’re a prospective tenant, this agent is completely unreliable.

I would like to pass on my thanks to Serkan for all his help in finding tenants for my property. He was really helpful and professional and a pleasure to deal with. He gave me updates on every viewing and I would have no hesitation in recommending him going forward.

Great service provided by Lily Porter. Very responsive and helpful to deal with the inevitable ups and downs on lettings. Happy to recommend.

I arranged for two back to back property viewings that happened to be handled by two different agents at FJLord.

I received email confirmations for the viewings but the agents did not show up at either, nor did they cancel or indeed answer the phone when I called them.

Appalling customer service

Possibly the worst-run company I have ever dealt with, in any field. They don't answer their phones, don't reply to phone messages, don't reply to emails. Our tenant moved out more than a month ago and they haven't returned his deposit, nor have they returned our keys. They failed to forward our post for years and cannot say where it ended up. Literally dozens of emails are needed to achieve even tiny things. Just extraordinarily bad on every level.

If you treasure peace of mind - AVOID Felicity J Lord like the plague. The list of illegal practice felt like it took over our lives, I was also owed nearly £1000 for close to a year. To waste your precious time they pass blame around the office and hope you won't bother to take your case further. A hair pulling experience that went on for fair too long. It was only until I threatened taking legal action that they seemed to perk their sleepy heads up, something I should have done a lot earlier. Save yourself the awful experience and find a letting else where.

Avoid if you are a tenant!

We had a terrible experience with this agency. Long delays dealing with mould, mice and broken windows in the property. We were repeatedly lied too (such as our contract stating our money was in a DPS scheme when it wasn't) and talked down too by staff. Our rent was raised multiple times in a year and problems took months to be dealt with.

I never normally write reviews but I wish I'd had someone tell me before I signed a contract.

Lily Porter, first class service from this wonderful lady, always goes that extra yard, to resolve all issues, no problem is too big or too small, this lady is a true asset, for any employer, and her help has been immeasurable, thank you Lily your a true star.

It’s the first time dealing with Reece after many years with FJL and Reece is BY FAR the most efficient member of staff I’ve dealt with there. Responds quickly and efficiently. Well done. You have restored my faith. Thank you.

Terrible service. When we got the flat it was dirty and there were dead flies everywhere. The oven was broken we had to fix it ourselves. They said they were gonna fix the bathroom, it’s been a month and they still haven’t done anything about it. They got their money upfront and they don’t care about any of our problems now. Would not recommend. Do not get involved with them.

I had a tenant who would not move out - I could not be more frustrated about the total LACK OF SERVICE I am getting from Felicity Lord. They are:

- unresponsive - do not answer phones - do not return phone calls.
- incompetent - Issued incorrect papers so we lost 2 months

I am utterly in despair about how to move forward.

They are WORSE than Poor. They are just ABSENT.

No point in elevating to the manager (Natalie Carter) - she particularly does not call back (though her team are polite and try to be helpful).

DO NOT USE THEM IF YOU EVER think you may need some professional input.

Hassan Ali a Property Management Manager supported me efficiently and effectively in wrapping up a tenancy agreement refund in July 2024. Hassan subsequently stepped in to support me in ensuring an erroneous overpayment was addressed by the relevant people. Efficiency.

Poor rental management company, who took well over a month to return our deposit because they had failed to contact the landlord and actually complete the check out.

Incompetent at times with a refusal to read detail in emails or to log information on their systems, including fixes needed and dates of when they’d sent contractors out to quote for jobs (one gentleman came out three times to do the same quote whilst I had to hand slot in the broken blinds every night that we had for well over six months).

One of the worst experiences was when they took over 14 days to fix and replace our boiler which meant no hot water at all (washing up included) in the winter. They would not be rushed and said we should use friend’s homes for showers- despite the fact we are paying full rent?! They used only one gas boiler contractor, they’d not briefed him on where the gas and water stock cock was which was located outside of the building (and worse, it turned out they didn’t even have this information on file) and he was not interested in finding it when he eventually got to us. I then spent over an hour of my working day looking for it, and found the location via my neighbours. He decided he didn’t have enough time to complete the job because it was nearing mid day. He couldn’t come back for another full week after that and then he failed to arrive because he had a driving accident (which, fine can’t be helped but equally he shouldn’t have been on his phone driving). After much chasing, when the installation was finally done, it was faulty so we were without hot water again and with an agency who were rude in their manner and not appreciative of who much time we’d wasted chasing them and hosting contractors to get this sorted. They then had the audacity to put the rent up- we should have been compensated. The most infuriating part was the agency’s rudeness and lack of empathy for the living situation we were in.

Whilst moving out, and having given them the option of every day to host viewings for over a month, several of which they didn’t bother to turn up too themselves and where I had to show the potential tenants around, they demanded access on the last few days when we were trying to pack up, despite previously agreeing to give us a few days where we can actually move out. All because they’d not found anyone to occupy the flat which was over priced with serious damp issues, making my flatmate unwell.

The final draw was the fact that we had to email consistently to get our deposit back because they failed to complete the checkout properly. It was well over a month before we got it back.

They aren’t the worst agency I have had, and at times had good people who got things done, but there was a lot to improve.

I cannot comprehend my gratitude to Alex and the team at Felicity J Lord, Greenwich. They have all been outstanding throughout the whole sale process. The solicitor we outsourced was very poor in their communications with us, however Alex and the team continued to chase all parties involved in the sale and ensure the completion date was met. The team was very responsive with their emails and phone calls, answering any questions we might have, and pushing the sale through. If you are looking for a seamless process and a strong support network for selling a property then I would recommend the team at this branch. I can assure you, you will not be disappointed and the team will work tirelessly to ensure you are delivered with the best possible outcome.

5stars for the help from Hamzah Hussain to finally get us our deposit back
He was prompt at responding and taking actions
He picked up our case due to the failing of another branch who did not respond to anything we sent them
Despite the deposit return taking 29 days total from end of tenancy, I have no doubt we would still be in a dire situation of zero comms had it not been for Hamzah stepping in
He was always polite and helpful despite some tricky times of me not being so
Glad to have finally resolved
Thank you Hamzah
Stands out from the rest of the team and I can see why he is a Property Manager
Highly recommend

Please forward my further compliment to Sherree Valentine-Daines lady for being so lovely early morning, providing a delicious cup of coffee surrounded by beautiful "Fine Art Gallery"dominated by beautiful world of watercolors, shadows, reflections by hidden personality.....

Whichever tenant reads this please avoid this agency as a whole, please look at all the reviews attached.

I was a tenant and I had moved out early July, till this day I’m yet to receive my deposit back. The management team is the worst I’ve witnessed, constantly being referred to someone who has no clue on what they are doing.

I am currently going via TDS & the Property Ombudsman due to their mistreatment of me and my partner as tenants. Agency displays nothing but horrible ethics towards their tenants.

Please note, over a month and my deposit has not been returned.