Felicity J Lord Avis 

Disgusting Advertising

I received some advertising from this letting agency that seemed ecstatic that rents had soared by 40% last 18 months and was looking to capitalise on the tough time being found by renters. Poor ethics if you ask me.

I have never had such a bad all round experience with this estate agents. At every possible interaction (you are lucky to reach the people you do need) with Felicity J Lord I have been met with lack of communication, misinformation and sheer incompetence. Now that the traumatic move has been completed the stress of having to deal with them more unfortunately continues. Trying to get a response from their management team if a full time job in its self let alone actually having the problems dealt with.
This company is truly is a prime example why estate agents have such a bad name.
My advice if renting especially, if you see a property you really like and they are the lettings agent just straight discount that as a possible option.

My five stars is base on my dealings with Charilie Salville of Hackney breach.

I would actually give 0 stars if I could. I was a landlord with their Greenwich branch. Once they had your money, they were not interested in your property. Tenants were allowed to get away with anything, but given you were paying huge management fees, they still would only get back to you when they needed something. If you needed something, they would drag their heels and required constant chasing. I had the misfortune to deal with both Lily and Annette, who were rude, disingenuous, and had a bad attitude in general.

And god forbid if you dared to complain. They would allegedly go through management who would inevitably find that they did nothing wrong.

At a time when everything is going against landlords, even good ones, these people just made it more difficult. Avoid at all costs! One of the worst agents I have ever dealt with!
Lily is very sarcastic and condescending full of empty promises. & full of lies to cover up her job.
She should be sacked and dismissed for fraudulent remarks. Never ever put your house on the market with them you will regret this for the rest of your lif. They lie to tenants and landlords
All they care about is commission.
Avoid Avoid Avoid Avoid avoid at all cost.

Stay away from them at any cost! They don’t even deserve one star! They gave me the flat extremely dirty despite the fact I wrote in my offer that the flat must be professionally cleaned before my move in date! There are 1000 problems in the house but they don’t even look at those! They simply ignore your Emails and calls and leave you with all the faults in the house! The staffs are irresponsible and rude! Honestly if you want peace and comfort in your new home, don’t be with them!

To rate this company with 1 star is simply too much of a rating. They should be rated at a freezing mark of '-20' at very least! First of all, they provide misleading and incorrect enticing details in their online adverts by posting falsified information about details of the properties (which we have a proof of). That fact on its own serves as evidence of breaching their legal duties as an estate agent. Secondly, they run a 'favourite list' of buyers and email them BEFORE the properties are even advertised online, which basically means favouritism over any new or first-time buyers. There is literally no chance to get any property with them you want. They have also breached provisions of EAA 1979 and withheld all our offers from the vendor. They blamed their vendor meaning their clients for providing false information by the way too. As if that was an excuse for their malpractice. They have failed to provide the requested by first time buyer information. Something they are legally required to do in line with legislative requirements! They provided a false information at the meeting regarding the cost of lease minimising it to less than £10k where in fact cost of the lease would be almost 4 times more! What first time buyer could afford that?! Once the property is sold or acquired the only people who would have to worry about that would be the buyer, not them of course! They run basically a 'boys club' and only offer the available properties to the ones they know. Our last experience was already passed onto the relevant authorities, and we will not let them get away with all the stress they have caused us. A scammer estate agent is a definite understatement to describe them! Avoid at ALL cost!

Disastrous service from the CW office. Issue of a leaking pipe and broken kitchen shelf unresolved since October 2023. That is after 5.5 months.

Almost three weeks before any emails are being picked up - have faced this for the past few years I have stayed as a tenant.

Aggressive tone in emails from the supposedly experienced team members.

And most recently, for over 3 weeks nothing was ever communicated nor there was any response to multiple chasers on the progress of finding replacement tenants.

Avoid them at all costs.

This branch should be avoided at all cost.I have never been treated with such contempt and the attitude of the long standing branch manager was off hand and downright rude.They are also indiscreet and have a problem with dealing with clients in a professional manner. UP DATE ... I continue to be treated with contempt and have now reached out to my MP who is housing minister for assistance on the way FJLord continue to behave . Something needs to be done about this industry which is full of snakes. I am now on the advice of a Met Policeman recording everything so that FJLord cannot continue to lie. Stay away from the Greenwich branch and the branch manager in particular who will do and say anything for his commission.I have asked for the CEO to look into this matter and he has shown no interest at all sending a patronising email saying they will look into it ....meaningless of course or I can go to the Property Ombudsman ... toothless and a total waste of time as they well know , oh and apparently the housing market is not recovering according to FJLord after the recent interest rate cut recently and the branch manager is , after an in house Micky mouse course more capable of valuing my property than a properly qualified surveyor .

Property Management Service below standard contract level.
I have been a loyal provider of a property for the letting business of f.j.l. since 2014 so I know how the PM service has deteriorated over a long period. The communication is either automated so of limited relevance to the true situation or is inadequate to the situation. Specific and relevant messages go unanswered by email and voicemail, while telephone is rarely answered at all. This suggests that there is no real management of service levels and determination to deliver what the paying customer; landlord or tenant, is due. Occasionally adequate is a low expectation.
I have spent a year trying to get progress on one property and make the changes allowed by law to the situation as interest rates bite. I have had to do much of what f.j.l. are paid to do for myself and much to escalate their poor service, with little result.
My formal complaint is with the Area Property Management Director so we will see if she is able to resolve this long standing service failure or if escalation to the ombudsman is required.
My motivation is to reduce your suffering of this poor service and what is an almost pointless endeavour given the current and future hostility towards landlords making an honest effort to provide good housing.

We have recently let our property through fj Lord whom we have used for many years. We have dealt with many people over the years but have to say that on this occasion the service we received and the attendance to detail from Ayo Ayoola was outstanding !! He is always responsive to any question or query, deals with them promptly and is a valuable asset to fj Lord !!

This branch purposefully leave properties on Rightmove for weeks on end, despite either being under offer (if they ever existed) presumably to draw in potential buyers for real properties.

How this agency has a high rating on Google I do not know. They are incompetent and unable to carry out the simplest of tasks. A complete and utter failure to provide even the most basic of services.
As a landlord, I employed FJLord’s management services and it has been a disaster. I cannot stress the incompetence of these people, and in particular, this office.
Hidden charges, over charges, damage to property, the list is endless. D not use.

I had the bad idea of giving my flat for management to FJ Lord. The finding of tenant was ok. But everything became a struggle once my flat go passed on to the property management Team.

I have asked question to them in relation to the management of the flat more than a month ago and I'm still waiting for answers to quite simple questions. A statement needs to be rectified as indicating an amount that I should not be paying for. I am still waiting!!!

After complaining to the property manager that no one seems to care enough to answer those questions, or my emails, he mentioned that he would be my point of contact going forward and that he will send me the information I needed by end of day. This was a month ago. I am still waiting!!!

I regret having gone with them when I see the level of unprofessionalism!!!

It is impossible to get through the property management department without going through letting. I get passed on from one person to another.

On top of having to pay my full mortgage despite the flat being rented out (as nobody seems to be able to tell when the rent will be paid in my account) I worry about issues raised by the tenant that have not been passed on to me to fix. The tenant had an issue with the boiler which could be fixed easily if they one day give me the info the engineer needs to fix it. It's been more than 2 weeks ago. The tenant is also still waiting!!!

One advice for you, do not put your property in management with them. Run in the other direction!!! If I could put 0 stars, I would! I wish I had read the reviews before going with them.

If you are looking to use Felicity J Lord as either a tenant or landlord, I implore you to read on. I have NEVER been subjected to the level of incompetence and unprofessionalism from a letting agent as I have the past 2 ½ years and counting with FJL.

My pregnant partner and I were accepted to rent a property through FJL Stoke Newington in September 2021. We were given the incorrect salary threshold in the midst of reference checks which caused a highly stressful situation as we had already given notice on our previous property. By the time the mistake had been rectified by us with no apology forthcoming from the letting agent, I had already instructed my accountant to file an early tax return as an extra expense.

In our two years living in the property, we had general issues needing assistance. One such event was the washing machine not operating effectively. My partner and I called, left emails and physically visited the FJL Stoke Newington branch for MONTHS but didn’t receive any assistance to our issue.

We had an ongoing request to check the extractor fan system was operating as it should be in our new baby’s bedroom, as the heat was going to become a big issue in the hotter months. Only after countless more calls, emails and visits to the branch, we were instructed that the property manager looking after us no longer worked at the SN branch and our property was now in the care Bow. We were put in touch with someone who could assist us but didn't hear anything after an initial email. I managed to speak to a property manager on the phone who attempted to gaslight me by saying I was ‘expecting things to be done on my time’ until I made a firm point at how unacceptable their behaviour and our treatment so far had been. I did receive an apology email after our call and assurance that the matter was now in their hands directly and would be dealt with accordingly. I subsequently never heard from that property manager regarding the fan again.

We were informed by the landlord towards the end of our tenancy that the rent would be going up by an EXTRA £1250pm. We were not able to afford this amount and started looking for a new property in a highly volatile market. We finally managed to secure a new place when the landlord informed us that he was given an incorrect valuation by FJL, had the property valued elsewhere and would raise it to an amount that would have been acceptable to us to stay in a property we loved. By this point, we had packed up and paid a significant amount of money to move to the new property.

During our final month of the lease, FJL didn’t contact us ONCE. We had to liaise directly with their partners for inspection and key-drop services, there was no courtesy email regarding our exit from the property or deposit details. I also had to email them and cc in the landlord about some work he instructed them to carry out but they didn’t complete. Yet still charged the landlord in full!!

We waited almost a month to receive the check-out report and details of our deposit return from the Islington PM team, despite chasing. We had to go to the landlord direct to check if he had received any contact. As he also had a long list of grievances to discuss with FJL, he contacted the PM team and only then did we receive the report, which suggested everything was in order and we should receive our full deposit back. However, due to the huge delay by FJL in receiving the report, the landlord visited the property direct and felt that the report didn’t reflect some of the wear and tear that had occurred during our stay. Out of goodwill, we agreed that he could get a quote from a contractor for work and we could negotiate from there. He also asked the PM to release 75% of our funds, which they did after weeks zero response to his request.

The landlord received a quote which reflected much more than our lease time. We have asked the PM in charge of the negotiation to clarify our rights and negotiate with the landlord, however haven’t received a single response since December 16th 2023 from them. I spoke to one of their colleagues, who promised me they would look into it and is now not responding to emails and calls. I have also twice emailed the manager of the PM team (once with the Area Lettings Director cc’d) with zero response.

As one can imagine, this has been a horrible cloud hanging over us when we should have been settling into our new home and Christmas, especially in the midst of a cost of living crisis. The PM team in Islington NEVER pick up the phone on their direct line and it doesn’t offer a messaging or call-back service. I have also tried calling the general office lines through the week with zero pick-up. The only employees at FJL who have treated us with any professional courtesy and empathy are the concierge switchboard team. Don't be fooled by marketing, FJL is a low grade outfit.

This is a zero star review.

Stay well away from this agency as they seem to join forces with the worst landlords in the UK and the results are a complete s**t show. You just have to pray that for some magic reason everything works otherwise you should be prepared for the worst.

I started renting a modern 1700 per month flat in Isle of Dogs in the month of December 2023. The initial viewing I had was very nice so I decided to trust them. What could possibly go wrong?

Well, to say that the level of service I have been receiving so far from the agency is appalling is an understatement.

To cut a long story short, the boiler was broken from day one and it has been broken for 14 days of my 17 days tenancy so far. Engineer has come here 4 times already. Thousands of emails, phone calls, time and stress. Lost one day of work. Generic passive aggressive formulaic responses from the agency. No compensation, no alternative heating offered.

How many more of these failed attempts at fixing something that is old and broken before you finally make the decision to get a new boiler, which is actually going to be cheaper than repairing it once a week?

It really doesn't take a genius to figure out it would be a win win for both.

You would have a much happier customer and less of these 1 star reviews, but no you'd rather be stingy and take things this far. Congratulations.

I am seriously concerned how this agency is still in business! The WORST experience we have ever had with an estate agent & looks like we're not the only one.

We had a serious leak in our roof and our emails and calls were ignored for over a month, they owe us 2 days rent back but since they do not reply to ANY emails and you can never get hold of them we've had to go through the Property Umbusdman on them.

To add more insult to injury, they told us we had to leave the property on a certain date (which we did) then a week later messaged us to say we owed £400 because they had us down moving out later, even though they told us to move out! Still waiting on our deposit back 2 weeks later and still chasing them which is an impossible task.

Dreadful, awful experience with them!! The amount of stress and money they have caused is crazy. Would give minus stars if I could. Landlord & tenants avoid like the plague!

It’s a nightmare!

First of all we had an horrible experience with them when we moved in our tenancy!the house was in terrible condition(different than when we viewed) and we had to pay to repair the issues as they were ignoring us!same happened throughout the 2 years tenancy that was managed by them.
Now we ended our tenancy more than a month ago and we haven’t received our deposit back yet!they are not replying to email or phone calls!
Stay away if you want to preserve your mental health! Never seen such a bad agency in UK

I am a landlady - just to update a previous post. I had to threaten to report FJLord to the police before they finally returned a rental payment made by an ex tenant when he forgot to cancel his DD. It took me over 3 months of emails and phonecalls to get his money returned. It was only when I threatened to report the matter to the police that they acted.
They are now ignoring my other requests to return commission payments wrongly taken.

Felicity J Lord (Greenwich Lettings) made multiple serious errors in our tenancy application and refused to engage in conversation in writing, resulting in a three-month fight for a full refund of our £500 holding deposit, which was eventually gained thanks to the perseverance of the Property Ombudsman.

Firstly they didn't progress our application or process any documents for over two weeks after we paid the deposit, and did not respond to calls or emails until we stated we would withdraw the application.

They then quoted a move-in date two weeks after the move-in date signed on the offer form, stating that the current tenants couldn't move out. This was then retracted when it was proven that this was against the offer submitted and accepted, as well as the advertisement of the flat which remained on RightMove.

The branch refused to refund the holding deposit, despite two clauses of the Tenancy Fees Act being applicable to our case. They also claimed that we misunderstood the legislation.

The refund was gained after the Property Ombudsman was contacted, however it took them two weeks to refund the money after they confirmed the decision. They claimed that they did not have my bank details, and requested my private data three times from different contacts within the company, raising significant GDPR concerns.

We had an awful experience and only got our money back after a lot of stress and lost time. We are just glad that we saw the problems early in the process and didn't get tied into a 12 month tenancy agreement.

I have been letting my flat in the Greenwich area through this branch for years. Sadly, the recent experience is very disappointing, to say the least.
1) for over four months, they did not refund fees after tenants moved out early, despite confirming it would be processed
2) they charged me with costs which contractually should be assigned to tenants (cleaning the flat)
3) They charged erroneous fees for new tenancy, refused to explain where they came from and did not refund the difference.
4) additionally, they informed me of non-payment of rent despite FJL receiving it, causing distress to tenants and myself.