Trusted Agent profile · London
★★★★★
1,216 reviews across 2 platforms
10 New Crane Place, London, E1W 3TU
Felicity J Lord's office in London, at 10 New Crane Place, is rated 4.2 out of 5 across 1,216 reviews on two platforms, including 303 Google reviews rated 4.6.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotI have been dealing with the Islington…
I have been dealing with the Islington branch of Felicity J Lord for a number of years and have always found them very helpful & professional especially Shannen Stewart who is a pleasure to deal with.
Thank you very much for your feedback, it means a lot to the team and to Shannen. Felicity J Lord Islington Lettings
1/5
TrustpilotRUN AWAY!
They say it is work, but in my dictionary what they do is called scam. Misguiding customers, taking days to answer, faking information, completely disrespectful to the time invested. Run away. The 5-star reviews look forged.Edit to the answer: My offer was above the asking price and once you saw I can offer more than the asking price, you rejected it and asked for even more. In my dictionary "in the region of" means up or down. Putting the asking price way below the lowest acceptable number is scam, at least for me. Next time, put whatever the minimum is, and add OIEO. The market is falling anyway, so I would not expect bidding if I were you.
Hi Yuri, we are sorry to see your review, we understand you may be disheartened that your offer was not accepted by the vendor, although it was in range of their guide price. Our Senior Branch Partner has been in contact with you regarding this and we will strive to find alternative properties for you should there be no agreement on this one if you wish. Please do not hesitate to contact us further.
1/5
TrustpilotThank you Celine!
Thank you Celine!We had an issue that Celine took care of in a timely and professional manner. Very pleased.UPDATE - they have been awful ever since
Hi,Thank you for taking the time to leave us a great review about your experience with us!
5/5
GoogleCouldn’t have had a better experience with viewing properties! Ben was super helpful and his knowledge on areas was exceptional. Will definitely be recommending him, he was extremely polite and patient with answering all the questions I had.
Thank you for taking the time to provide such positive feedback Daniela It will mean a great deal to Ben . Needless to say, if you know of anyone looking to let or rent a property, please do pass on our details, we would love to help.
1/5
TrustpilotStill waiting for my deposit
Still waiting for my deposit. First, someone (Nicky Beader) in their firm sent money to some other account (not mine), then after a week they realised a mistake was made and sent me an incorrect amount. Now, this person has left the company and the property manager left behind (Orlando Luteru) has been "working with their accounts team" to get us our money back.Has been a terrible experience working with this team and they often have their "systems acting up" anytime you call them or "people are in training".It is sad that tenants do not usually have a choice when it comes to choosing which agency they will work with - and in this case we were unlucky to be stuck with what looks like a team of amateurs.
Hi,We're sorry to hear about your situation. This isn't the five star level of service we strive for. We believe this is now being handled, however if you'd like to discuss this further, please email reviews@fjlord.co.uk with details and we will pass to the relevant team to investigate for you.Thank you
5/5
GoogleMartin was really helpful and was always easily contactable on the phone. He was great at chasing the solicitors to reach completion.
Thank you very much Eleanor. Kind Regards, Martin Press
1/5
TrustpilotTenant perspective - Avoid at all costs
Tenant perspective: Completely unethical company. Used a London branch, was in the property for around 2 years. The promised 'property managers' are a complete lie... it's an unanswered email inbox in most cases, and if you're blessed enough to receive a reply engineers either don't show upThe property was not professionally cleaned as promised, and the agents will try and coerce you to pay for professional cleaners when you leave (which is illegal). Other unethical instances include an agent trying to pocket some of the allowance the landlord had allowed for repairs - we only discovered this when I had contact with the landlord
Hi,We're sorry to hear about your situation. This isn't the five star level of service we strive for. However, we cannot find your details in the system due to your username. If you'd like to discuss this further, please email reviews@fjlord.co.uk with details and we will pass to the relevant team to investigate for you.Thank you
5/5
TrustpilotAs students
As students, we were worried about dealing with estate agents, but FJL, in particular Scott made us feel comfortable and ensured we got the best deal. Would thoroughly recommend. Very attentive and more than happy to help with any queries.
Thank you for providing such positive feedback Tia. It will mean a great deal to Scott and the whole team at Blackheath Village.Needless to say, should you know of anyone looking to let or rent a property, please do pass on our details as we would love to help.Enjoy your new home.
4/5
TrustpilotIlya was really nice and helpful
Ilya was really nice and helpful, and gave some good tips on how to potentially change the way different rooms were used in the flat. Very happy with the service but sadly the flat wasn't quite right for me.
Hi Cc, we are very happy to have provided you with such a positive experience! We are always more than happy to assist you if anything else comes up. Take care!
5/5
GoogleMohammed was a star!
Thank you for taking the time to provide such positive feedback regarding Felicity J. Lord Lettings, it will mean a great deal to Mohammed. Needless to say, should you or should you know of anyone that is looking to let or rent a property, please do pass on our details. We would love to help.
1/5
TrustpilotPLEASE BE CAREFUL WITH THIS COMPANY!!!
PLEASE BE CAREFUL WITH THIS COMPANY!!!This company is very disappointing as a former member of staff they do not treat their staff well at all. HR do not take complaints seriously from their staff ( they choose to ignore in hope that the problem will go away)and the area manager who covers FJL gets away with being rude and dishonest. When they get a low star rating they have the nerve to send out their box standard reply. Worst company ever they are a bunch of dishonest people. Wish I never had any form of dealings with them. I may have left the company this does not give you the right to be lazy and not respond to my complaint no wonder the staff turn over is high.
Hi Shanika,We are sorry to see your review about your time working with us. We take complaints like this very seriously and we are investigating this internally.If there is anything else you would like to discuss, please send an email to reviews@fjlord.co.uk where your message will be passed to the relevant team.
1/5
TrustpilotLandlords, avoid at all costs
Well where do I begin...FJL might not tell you that they take all fees upfront. So you might find yourself out of pocket for the first few months of tenancy. But the problems don't stop there.I suspect having earned their commission the interest FJL have in "managing" a property (and these inverted commas are intentionally placed) wane. Over the course of 14 months I failed to receive updates on late rent payments, vital repairs that I'd requested (oh yes, Landlord not tenant), access for a remortgage evaluation etc.Long story short, I recently took them to the Property Ombudsman and after rejecting the paltry £85 FJL offered, was awarded over £600 in compensation. Avoid at all costs.
Hi Chloe, it is disappointing that our usual high standards of service were not delivered to you on this occasion. All complaints are taken seriously and this has been addressed internally. If we can help you any further at all, please feel free to email reviews@fjlord.co.uk where we can assist you further.
5/5
TrustpilotCharlotte De Carli is the best negotiator ever!
Charlotte De Carli is the best negotiator ever! Always responding to my e-mails and phone calls and always ready to help. I have had an excellent experience with Felicity J Lord due to the professional help of her.
Efterpi, thank you for your kind words , it will mean a great deal to Charlotte and the entire team at Clerkenwell. Needless to say, if we can be of any further assistance to you, or if you know of anyone looking to let or rent a property, please do pass on our details, as we would love to help.
1/5
TrustpilotLisa hendry at Blackheath village…
Lisa hendry at Blackheath village branch is incompetent at managing properties. I have tried to give her the benefit of the doubt over a number of years but she is still useless as is her management department. They don’t bother to answer emails and lie about what they have done. FJL head office management support their staff snd never the customer. As a landlord who wants his tenants looked after and rent paid to you on time i would strongly suggest you find another company and lettings manager to deal with.
Hi Satina,After seeing your Google and Truspilot review, we have searched our records and can't find you under these names. If you would like to get in contact so we can attempt to resolve this situation, please email reviews@fjlord.co.uk. Thank you.
5/5
TrustpilotThank you Justyna!
Justyna was brilliant! From the moment she received my call to the moment we took the keys, she led us every step of the way to our new home. A true professional. I really can't express the gratitude after several calls and tries with other agencies. We will definitely work with this agency again and I recommend it, especially if you're moving from abroad which is really difficult.
5/5
TrustpilotCharlotte is super excellent
Charlotte is super excellent！！She helped me and my roommate find a clean and fancy flat to live in. And she is really nice and patient！I really appreciate her and her service. Great experience here and good impression of them.
Thank you for taking the time to leave such positive feed back, I know that it will mean a great deal to the excellent Charlotte!Needless to say, if we can be of any further assistance to you, or if you know of anyone looking to let or rent a property, please do pass on our details as we would love to help.Enjoy your new home!
5/5
TrustpilotWe have just signed a contract with Felicity J Lord in Camberwell
We have just signed a contract with Felicity J Lord and our first impression has been very good. Our contact at the Camberwell branch is Simon Smith and we were very impressed with his local knowledge of the area and his ideas on how best to market our flat. He has been very proactive and kept in touch to update us. He’s professional, friendly and interesting to talk to! We have high hopes of Simon selling our flat in record time - watch this space!
Hi,Thank you for taking the time to leave us a great review about your experience with us!
5/5
TrustpilotExcellent service
After speaking to several estate agents we choose Felicity Lord in Blackheath to help rent our home. We had a professional, polite service.Justyna was especially helpful and we gladly entrusted her (and Felicity Lord) with looking after our home.
Thank you for your positive feedback Vera, it will mean a great deal to Justyna and the entire team at Blackheath Village. Needless to say, should you know of anyone looking to let or rent a property, please do pass on our details as we would love to help.
5/5
TrustpilotAgent Christopher Sanderson
Agent Christopher SandersonCommunication with FJL and Christopher was great. He had advertised my property within a week and found a tenant shortly afterwards. He was prompt with correspondence and getting things done, especially in these difficult times.
Thank you for your positive review Isa, it will mean a great deal to Chris and his team.
5/5
GoogleDanielle and the team at F J Lord were professional and responsive and went the extra mile to make sure our move went through!PositiveResponsiveness, Quality, Professionalism
Thank you for the feedback Mihir. I hope you're happy in your new home, wishing you all the best! If you know of anyone looking to buy or sale a home in the area, please feel free to put them in touch with us. Kind Regards, Danielle Ashford-Quaye @Felicity J Lord
1/5
TrustpilotAbsolutely disgraceful
We were renting a property through this agency for 18 months. I've never had worse customer service from a property agency in my life (and that's already a low bar to meet). Whilst at the start of the tenancy they were quite nice and had decent response times, once our tenancy started we were constantly ignored by the agency. For example, one of the windows at our flat never fully closed, and we complained to the agency multiple times with no real solution to the problem. Then when we were due to move out, we were in constant arguments with the agency about the deposit deductions. At some point, they stopped replying to my emails for 1.5 months, and I had to contact the tenancy deposit protection agency. Only after their investigation, the deposit was released back to us (after 2.5 months!). Absolute disgraceful quality of service and staff attitudes.
Hi,We're sorry to hear about your situation. This isn't the five star level of service we strive for. If you'd like to discuss this further, please email help@fjlord.co.uk with details and we will pass to the relevant team to investigate for you.Thank you
1/5
TrustpilotUnorganised and poor customer service
I have given them a nice 5star review at the start of my tenancy, but they sure don’t deserve it.I paid my rent early, using the reference they asked for and because of their unorganised work, they fail to identify it and keep sending me arrears letters. Never answer the phone not reply to emails. Managed to talk to the agent on his mobile who confirmed payment was received. And yet got another letter!Repairs agreed at offer weren’t completed so far (it’s been 45 days) and I only hear lies after lies that it’s been organised and will be completed soon!Ridiculous and unprofessional. Zero stars!Re: Bow branch
Dear Gisele,We are sorry to hear this is how you feel, and would like to let you know this has been escalated to the area director.If you would like further communication regarding your situation, please email MarketingDigital@spicerhaart.co.uk and we can look into this.Regards,Felicity J Lord
5/5
TrustpilotAbsolutely satisfied with the service…
Absolutely satisfied with the service FJL provided. We've been helped by Justyna and we couldn't be more thankful. She was professional yet friendly and really worked hard in order for us to get what we wanted. Thank you!
Thank you Martina for your lovely feedback.I hope you will love living in your new home.RegardsJustyna and the Felicity J Lord Blackheath Team
5/5
TrustpilotThanks Dan
Thanks Dan. Great job assisting me when the tenants left the place in such a mess and also when it’s not I’ve of your primary properties. Thanks for your help in getting a cleaner in so quickly. Neil
Dear Neil, Thank you for taking the time to share your experience. We are delighted you are pleased with the service you received whilst letting your property. We always love to hear from our customers, especially with such great feedback. We wish you all the best and hope to speak to you again in the future. Felicity J Lord Canary Wharf (Lettings)
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Tell us what you need and we'll put you in touch. Felicity J Lord hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
