Felicity J Lord London reviews

★★★★★ 1/5

Trustpilot

Refuses to Give Back Security Deposit

I had a pleasant experience with FJ Lord (particularly Charlotte and Sana) during my tenancy. However, after my tenancy ended, the agency has completely ignored every request to return my tenancy deposit. It has now been SIX weeks since my tenancy ended and I have had to file a dispute with TDS because my communications continue to be ignored. This agency is eager to get your business but quick to dispose of you when moving out. Other reviews seem to have similar issues with deposit returns. I do not recommend this agency until this problem is sorted.

Tessa · 3 October 2023

★★★★★ 5/5

Google

Jean was absolutely amazing. Our journey to signing the contracts was bumpy and long (no fault of Jean’s), but nothing was too much of an ask for him. He would stay late at the office for us to meet deadlines, and stayed late to give us our keys. He regularly kept us updated and quickly gave us any information which we needed. He was also very friendly, kind and knowledgeable and an asset to the team at Felicity J Lord.

Mariella · 17 September 2023

★★★★★ 5/5

Google

We could not have asked for anyone better than Jean, because there isn’t anyone! Jean really put a lot of effort and time into working with us on securing our dream property. He was working late evenings and weekends, keeping us constantly up to date with progress and developments. He really stood out as a strong representative for Felicity J Lord and is a credit to them. We are very thankful to him for his dedication to our property search and would happily and easily recommend him to anyone who asks. Thank you Jean!

Lewis · 17 September 2023

★★★★★ 1/5

Trustpilot

Incompetent and disorganised

The most painful and laborious guarantor referencing process I have ever been through. I was asked for yet more documents on 4 separate occasions, including copies of previously uploaded documents. Why they couldn’t just tell me what they needed up front is beyond me. On one occasion they told the tenant I needed to upload something so I had to call THEM to get them to enable the upload on the website. Ridiculous.

Rees · 5 August 2026

★★★★★ 1/5

Trustpilot

Avoid like the plague. Dishonest, disgusting so called "management"

The first mistake I made was trusting the agent I met. He made me feel well looked after until I actually got the flat. Then, he just conveniently disappeared.I took the tenancy of a flat that was looking nice but ended up being a disaster. (The place was disgusting and never cleaned, despite it being requested in the contract. There was a big hole in a wall, left as is and still seen on photos the agency took to re-list the flat once I left. Also pictured is the mould!!!!!)I expressed many issues multiple times, the main one being mould everywhere. (and mainly around the windows because the isolation was so bad) They said they would fix it, but they never did. It got so bad that I even tried to treat it myself to feel safe, to no avail. They never showed up, not even once!During the winter months, I had no heating, and the mould got even worse, to the point that I developed health problems. In distress and trying to leave the flat because of the serious issues, they insisted that I'd still need to pay one last time despite the extraordinary situation. They robbed me of an entire month's rent when they should have released me.Unacceptable and dangerous behaviour. I almost left a note for the next tenant saying to get out because this flat is hell on earth. After all this, I remain traumatised by the condition I lived in. Belongings I had to throw away due to the mould spreading everywhere, even in the kitchen, leading me to live in fear in my own flat.Run. The people managing the properties are incapable liars. Nothing was ever done. I lost my money and ended up in a precarious situation.

Olhik · 2 September 2023

★★★★★ 5/5

Google

Just wanted to complement Chantelle on her hard work and help in my recent apartment search. Chantelle has been attentive, highly communicative and really focussed on helping me find the right apartment. Interestingly, Chantelle suggested some alternatives for me, which were very different to the first property I viewed. Ultimately helping me find the perfect apartment and location. Any apartment search is quite a stressful experience, certainly in the current climate. Again, Chantelle excelled here with continuous communication, phone calls and updates.

Darren · 18 August 2023

★★★★★ 5/5

Google

The staff here are friendly, charming, and informative. Though we did have some trouble waiting for the landlord documents, and some difficulties caused by the previous tenants, Jean and the team kept us informed and managed to hand over smoothly to the property manager. At one stage, Jean was on holiday whilst we were hoping to receive an update on the landlords paperwork progress, and the rest of the team were sufficiently informed about our letting that they were able to give us an update in his stead. It seems like there's good communication on all counts, which was very reassuring throughout the process.

Lenny · 18 August 2023

★★★★★ 1/5

Google

Chantelle is super nice, replies email fast and is patient to my questions. However, she left this company.

Stuart · 16 January 2026

★★★★★ 5/5

Google

Agent Chantelle has been very helpful and has always provided me with useful and accurate information. I also found a great apartment thanks to her. I inquired about a studio apartment, and she reached out to me that same day, provided me with a video of the apartment, and organized an online viewing. The whole procedure was completed within a few hours.

Stefan · 24 July 2024

★★★★★ 5/5

Trustpilot

Exemplary customer service !!

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 !!

Margaret · 20 February 2024

★★★★★ 5/5

Google

Felicity J Lord have really stepped up their customer service and tenant services in 2022 and from my experience, really listened to the feedback over the pandemic. Samina Mungaye has been an incredibly helpful, responsive and proactive agent with a positive attitude which really helps in potential stressful situations - especially when the fridge stops working and all the yummy food gets spoiled! Also, very confident that the landlord and agent have a good and understandable relationship to ensure all parties are informed, react appropriately and actions are taken responsibly. Keep it up 🤙

Sam · 14 June 2023

★★★★★ 5/5

Google

Excellent and very attentive personnel . The team have handled the agreement extension and the apartment audit with care and professionalism . The apartment was inspected by Sarah Kelsey and what I thought would be a challenge was in fact a very courteous friendly visit and focused on looking for what was considered to be minor maintenance required by the landlord. Fair wear and Tear was a clear direction rather than looking for something to hold me responsible. A very fair and pleasant visit and also took away my request on a possible white good change. Perfect customer liasion

Timothy · 14 June 2023

★★★★★ 5/5

Google

I worked with Chantelle Dooher to find a rental in London. Not being from the UK I initially found the process daunting however Chantelle did an amazing job helping me find something in my price range and walking me through the offer process. She was constantly available to answer my questions and concerns, and was always happy to help. Not only that but she worked really quickly with me and the landlord to come to an agreement that worked for everyone. Would highly recommend working with her!

Devyani · 14 June 2023

★★★★★ 5/5

Google

Chantelle was so incredibly helpful during the entire process- excellent service and was super on top of everything. We had a very short period of time between signing the initial contract and moving in and Chantelle displayed excellent customer service and got everything sorted very quickly. She was so responsive and helped with every step of the way. 5 stars for the service- it was an excellent choice to go with FJ Lord and it was a blessing we had Chantelle as our agent.

Sara · 14 June 2023

★★★★★ 5/5

Google

The service I receive from this branch at the Harbour Exchange has been consistently excellent. Great communication, pace and thoroughness with a friendly team who clearly enjoy what they do. Louise, you have such a great team. It always a pleasure talking to you when that time comes round again. Thanks again for all your help & advice Special thank you to Jean Rainmondi Vallesi for your fantastic work in securing my new tenants this year; to acknowledge your thoroughness and care in liaising with all parties and bringing it all together. Love your positivity! Keep up the great work.

Thuan · 14 June 2023

★★★★★ 5/5

Google

I recently had the pleasure of working with Shelby as my estate agent, and I must say that she was absolutely fantastic to work with. Shelby took the time to show me the property and provide me with extensive information about it, answering all of my questions with ease and confidence. She clearly knew all the details about the property and was able to provide valuable insights that helped me make an informed decision. When it came to negotiating the property price, Shelby was a true professional. She acted quickly and in a way that was both fair and transparent, ensuring that both parties were happy with the outcome. Throughout the entire process, Shelby was always available to answer my questions and address any concerns that I had. She was incredibly responsive and always made me feel like a priority, which was greatly appreciated. Overall, I would highly recommend Shelby as an estate agent. Her professionalism, knowledge, and dedication to her clients are truly second to none, and I have no doubt that she will continue to provide exceptional service to anyone who has the pleasure of working with her.

Artur · 14 June 2023

★★★★★ 5/5

Google

I had a fantastic experience working with Shelby when buying my new property. From start to finish, she was knowledgeable, professional, and incredibly helpful. Shelby took the time to understand my needs and preferences, and worked hard to find properties that met my criteria. She was patient and thorough, and always made herself available to answer any questions I had. Once we found the perfect property, Shelby guided me through the buying process with ease. She was always on top of things, making sure that everything was completed on time and that all the necessary paperwork was in order. I really appreciate the personal touch that Shelby brought to the process. She was friendly and approachable, and made what could have been a stressful experience feel easy and enjoyable. Overall, I highly recommend Shelby to anyone looking to buy a property. She is a true professional and a pleasure to work with.

Ashley · 14 June 2023

★★★★★ 4/5

Trustpilot

We bought and sold through FJ Lord

We bought and sold through FJ Lord, although the transactions were protracted Chris and Olivia were helpful and available throughout. They are very knowledgeable and professional, staying positive when our sale stalled, more than once! I would highly recommend this agent.

Elizabeth · 4 March 2026

★★★★★ 5/5

Google

We recently worked with Rayhan when looking for our first property to buy. The whole process has been excellent and Rayhan has been great with customer service. Rayhan has been very responsive with messages we sent him and was always available when we needed to call him. We 100% recommend Felicity's agency. Thank you!

Evelyn · 27 October 2024

★★★★★ 5/5

Trustpilot

Lily Porter in the Blackheath Village…

Lily Porter in the Blackheath Village branch has recently been dealing the the let of our property. She dealt very ably with an incident that occurred at the property, responding to the tenant’s needs promptly, keeping us informed and obtaining reasonable quotes for us to rectify the problem quickly. She has since negotiated a rent increase for us with the same tenant and we are very happy with the competent way in which Lily is dealing with our property rental and liaising with us in a timely manner.

Sarah · 31 March 2023

★★★★★ 1/5

Trustpilot

Rude staff

The agent, Taylor Ruff made an appointment with us for 10.30 am. He sent emails and text messages confirming the appointment. My husband spent 3 hours struggling across London during a rail strike to get to the viewing only for Taylor to not show up. We made phone calls and sent messages but got no response. After waiting for more than an hour it was a 3 hour journey back. A completely wasted day. We have had no response from them to our calls and messages. No apology. I have attempted to contact the branch and/or area manager but no one will give me contact details. I was told the branch manager would call me back. She hasn't. Totally unprofessional and flat out rude.

Jade · 20 March 2023

★★★★★ 1/5

Trustpilot

Deposit not returned after 2 months with no explanation

We have moved out from property 2 months ago. Deposit has been approved for release by the Landlord, however we are still waiting to get it back.Staff of the agency do not respond to emails, no explanation given on the phones, just that is has been passed on?!!! Avoid agency at all costs! All recent feedback is about them not paying deposits! Are you going under? Or someone will actually get this resolved asap and pay us?

Customer · 15 June 2023

★★★★★ 5/5

Trustpilot

Excellent service

Excellent serviceA huge thank you to Charlie Saville and the team at felicity Lloyd.The support and guidance that Charlie and the team have shown us on the sale of our late mothers house was given with empathy and passionCharlie Saville listened and understood our thoughts feelings and made sure this was reflected on the potential buyers who came to view the house. Charlie made the whole process stress free and was always at the end of the phone. I have over the years had many contacts with estate agents but none could compare to Charlie. I would recommend felicity Lloyd for anyone needing a reliable, professional, attentive trustworthy estate agents Mrs Janet orchard

JANET · 20 February 2023

★★★★★ 1/5

Google

Horrific communication. There has been issues for our property for so long now and it’s impossible to get communication back. Worst property management I’ve ever dealt with in my life. It makes me so so upset with what we have had to deal with I can’t even explain. There are people getting paid to “manage” our property but aren’t doing it?!?

Ciara · 10 August 2025