Felicity J Lord Avis 

If I could give Felicity J Lord -5 stars trust me, I would. Their service from start to finish was what could only be described as unprofessional and rude! From being the most irresponsive company (where they literally avoid your calls, texts or emails) or to being so incompetent that they do not get your security deposit back without having to waste time chasing them. If you can, completely avoid this lettings company unless you want to try and rent a house with a brick wall. Very very bad customer service and they do not care about tenants, just £! Avoid and all costs please, for your own sake.

Terrible level of service. New tenant has been trying to move in for a month, checks have been done but no contracts issued. When you call to chase, they promise one thing then nothing happens, no follow up on emails or phone to communicate what’s happening.
Old tenants are being chased for rent that would have been paid by new tenants if contracts had been issued and they could have moved in.
Branch operating in total disarray. Do not use.

Ayo was a pleasure to deal with! We had a few tricky things to sort but worked together to try find the best solution and with a few laughs along the way!
Made me day speak with him!

Speedy and helpful assistance with my enquiry. Both Cindy and Natalie both responded really fast to solve a problem I had, and sent me regular updates to kindly keep me in the loop. Very greatful for their help!

Poor customer service. Never got a response from the agency on time. It takes about 2 weeks to get an email response from them. Deposit still has not been released 3 months after we left the property. Property managers are not qualified to their job properly and looks like the management is not great at all

Josh was super efficient and helpful in my recent search for a rental property. I would not hesitate to recommend the service!
Thank you.
Carole

Although the house I rented was well presented, most of its functions were not working. This is not the fault of the agent, as they can only rent what was presented to them. During my tenancy, I was supported by Sherleen House, who was absolutely amazing from start to finish. I cannot fault her in any way. She did her very best while I was their tenant.

Mohammed of the PM Fjlord Canary Wharf has been impressive and proactive to ensure a seamless service. I am quite satisfied with the 5 star service.
Thank you Mohammed and best wishes
Akinwunmi

I find Felicity J. Lord's property management to be disorganised, lazy and incompetent. As a tenant, I don't have any authority over the selection of FJL and they take advantage of this. Every time I talk to a senior member of staff they act appalled and the lack of service we are receiving and yet, when copied in they are equally absent and don't seem to have any motivation to make things better. I wish landlord's knew how awful FJL's tenant facing services were but there is no mechanism for us to provide feedback to the landlord. The main issues I have faced are: significant delays in fixing maintenance issues; poor communication (lack of it, delayed response, rude in nature); no follow-up to ensure maintenance jobs are done and done well; no escalation measures when things are not moving forward/getting sorted; lack of responsibility, making it my problem to coordinate and follow-up with contractors repeatedly; etc.

A loathsome, crooked, inept company. We let our 2 bed flat in Stoke Newington and as the tenancy of our renters came up for renewal they disappeared- completely. nobody answered calls, nobody answered emails, the office was permanently closed. We could not get an answer from anyone on what happened at the end of tenancy. As such we had to deal directly with the tenants ourselves. After about 6 weeks they finally contacted us with no explanation as to where they had gone. We had, had to agree to keep the tenants on for a short period as there was no agent to handover at which point we were told that because we were now handling directly we were liable for several thousand pounds which we had to pay in order for them to release the very pleasant tenants deposit. Corrupt and probably illegal - I will never be abel to vocalise the stress this company caused me whilst pregnant and to then end up out of pocket. Also worth noting they push and push you to up the rent and fees paid by tenants, suggest you can get away without paying certain things and carrying out legal requirements and are literally speechless when you express that you want to price fairly and make sure the property is maintained and safe. How do these companies operate legally and in plain site?

Worst service I have ever seen in my life…. I had c section 4 months ago and since my delivery im calling the company and sending emails for the replacement of mattress but nothing happened yet… even after the visit of the company representative…

Charlie is friendly, patient, realistic, considerate, very informative and knowledgable and very responsive by phone & email. Charlie also has considerable knowledge and experience of Shared Ownership properties.

First experience of FJL was in 2007, when getting a valuation to staircase our shared ownership house, FJL was thee only agent out of four that gave us a realistic valuation. This is what prompted me to contact them first when looking to sell same house years later.

Charlie first valued our house in April 2022, not knowing if we would be selling up or one of us buying the other out. He gave us no pressure or hard sell tactics.

He provided a revaluation opinion in April 2023 but again no pressure. After a buy-out failed due to a short lease, I contacted him again in Nov 2023 for a formal consultation.

Whilst I was sure I wanted to go with Charlie, i used my head and sought two other Agents for comparison. I sent them all the five must-ask questions for any estate agent (google youtube "moving house with Charlie"... **a completely different Charlie)!!

The other two Agents gave very brief to poor, uninspiring replies whereas Charlie took the time to give full, detailed explanations giving me everything i was hoping to hear and showing he had really thought about how best to sell our property in that specific type of market.

I loved their special Flink app, and Charlie explained the percentage of increased sales it generated since they started using it. He filled me with confidence that he knew what he was talking about and cared about doing the best for us. He is always quietly confident and enthusiastic.

The staff that sorted the photos & video were also great (separate feedback for them!), the house went live on a Tues, viewings on the Sat, we immediately had four offers and Charlie was really helpful and objective going through each offer.

Sadly, our circs changed just before Exchange and despite losing out on any remuneration for all the time, effort and money spent on the marketing, Charlie remained the consummate professional, thanking us for explaining the situation and despite the disappointment, was sensitive to our feelings of guilt about us letting the buyers down and FJL not making the sale.

Typical of Charlie, he still asked if there was anything else he could do for us.

Working with Charlie has definitely changed my perception of Estate Agents for the better.

Cannot recommend him and FJL enough. Many, many thanks.

Our point of contact Hamzah Hussein totally ignored some major issues we raised with him, forcing us to liaise with contractors ourselves. We had no hot water for most of the final month of our tenancy, so we complained and sought compensation, at which point we realised the poor service and lack of communication was company-wide.

When we first raised the complaint Anthony Szabo said if we wanted compensation we'd have to wait for the outcome of FJL's “robust” complaints process which would take 15 working days - but 20 working days later nobody had got back to us. I eventually spoke to Natalie Carter who admitted the Property Management team never forwarded our complaint to the complaints team. She acknowledged poor service and committed to providing compensation, but more than a month later we were still waiting for details of this, despite regularly emailing for updates. At one point someone at FJL triggered a 15-day investigation even though they’d already investigated and promised compensation.

About 11 weeks after our initial complaint, FJL finally provided a small sum of compensation for their poor service, but claimed our landlord had refused compensation for the 24 days without hot water on the grounds that supply problems meant his contractor had been unable to source a part. I’ve asked Natalie multiple times for the landlord’s contact details so I can take this further, but she’s not responded.

Throughout the months it took to resolve our complaint I felt like I had a part-time job trying to get FJL employees to do theirs. Emails are ignored unless senior employees are CC'd. Phone calls go to voicemail, and if someone picks up at the office the person you need is always “in a meeting” (don’t bother leaving a message). You get the feeling no one at FJL is interested in tenants unless they can make money out of them. All in all a truly shocking lack of professionalism and respect. I'm not surprised to learn our former landlord is no longer using FJL.

No doubt someone will reply to this and say they are very sorry to hear we “felt the need to complain”, but multiple people were CC’d into many emails about this over months, so if FJL really cared about customers they had ample opportunity to prove it when nobody was watching.

Felicity J Lord is the worst letting agent ever. Their incompetent team are never in the office, don't answer their phones and ignore your emails, even when it's about something urgent such as a leaking sink or broken toilet. We have been passed from agent to agent seemingly with no handover between team members because none of them seem to know anything about our property. They have spent their money on company cars that have their naff branding all over the side rather than on hiring smart individuals and focussing on customer needs. Avoid at all costs otherwise you'll be left with broken household items for weeks on end.

Greedy, rude and incompetent senior staff who patronise and treat tenants like muck, all the while seeming to forget who they need paying rent so they make their profit.

EDIT: "Reply from Felicity J Lord - Blackheath Village Estate and Letting Agents
Hi Jai Your review is not for this branch but for Blackheath village lettings department" - erm, what??

I had dealings with Lily Porter, Justyna Swatek and Sherleen House. All three revealed themselves to be desperately incompetent.

I had to deal with the following:
- FJL lied to me that the landlord has asked for a rent increase on the next year of contract, and I told them (repeatedly) this was a deal-breaker to me renewing. The landlord asked why I'd changed my mind on the renewal, I told her, and she told me she didn't want a rent increase and FJL pushed her into it to increase their commission.

- I was repeatedly called by different numbers by agents I had never heard from before, claiming to be from FJL. This poses a security risk, as I am presumably supposed to answer the phone to anyone claiming to be the estate agent and dispense confidential information. They also called at times of day I had asked them not to. Sometimes they text me, I replied to the text and the reply to that text would come from a different number. When I asked for a list of genuine FJL numbers they went dark and did not reply.

- Repeatedly tried to force my hand to renew the contract. Sherleen sent me an email at 10AM one day threatening to serve me with a Section 21 notice to vacate the property in two months unless I confirmed my contract renewal to her by 2PM.... In the same email she acknowledged the deadline written in my contract was not for another 5 days.

I have all the emails as proof.

My story has a happy ending: I moved out and the landlord changed her letting agent.

Excellent service from Ayo and the Felicity J Lord Greenwich Letting Team - as a landlord, I recommend Ayo for his professionalism and reliability throughout the letting process - he is great to deal with and if there are any points to resolve, he goes the extra mile

Luke Jackaman handled viewings and follow up very professional. Great experience!

I am very pleased with the service that has been provided by Ram, who looks after my property - he has been quick and efficient in organizing work required to my property. However at a management level I was left very disappointed after having been recommended a builder by FJL who proceeded to take my deposit and disappear.

The sales team at FJLord Greenwich continue to provide excellent customer service on all levels, Mr Alexander Lawrence in particular. His professionalism and pure commitment is second to none. Mr Lawrence has been very communicative and responsive to all questions and queries, and has provided a remarkable service to date.
Thank you all at FJ Lord Greenwich, keep up the great work!