Trusted Agent profile · London
★★★★★
1,233 reviews across 3 platforms
3 Greenwich South Street, London, SW10 8NW
Part of Felicity J Lord, see every office.
Felicity J Lord's office in London, at 3 Greenwich South Street, is rated 4.3 out of 5 across 1,233 reviews on three platforms, including 309 Google reviews rated 4.8. It won Gold in The Trusted Agent 2026 awards.
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The Trusted Agent 2026 results for Felicity J Lord, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotExcellent service
I worked with Inga Nair from the Shad Thames office and I highly commend her for the service provided. She provided excellent guidance throughout the letting process and responded promptly to all my questions.
Thank you for the 5 * review Lyuboslava, it will make the teams day.Needless to say, should you know of anyone looking to rent or let a property, please do pass on our details, we would love to help.
5/5
GoogleFelicity helped us secure an apartment from abroad while some of our paperwork was still in progress. Ayo, especially, was very patient and helpful and he managed our file step by step, he also made sure he was reachable at all times via email or phone.
Dear Moustafa, Thank you for taking the time to provide such positive feedback regarding Felicity J. Lord Lettings, it will mean a great deal to the team and specifically Ayo. 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. Nicholas Henderson, Branch Manager
2/5
TrustpilotNot a 5 star service
We moved into our rental property almost three weeks ago and are only just now able to settle in properly. Following putting money down to secure the property, we had next to no communication from the agency (FJL), just a portal to upload documents to. The key document that was issued to us, the Tenancy Agreement, was signed and completed by all parties. When we contacted FJL a few days prior to move in to confirm arrangements for getting keys etc (as we had heard nothing from FJL), we were told the date on the agreement couldn’t be honoured. It became apparent that FJL had mis-managed the outgoing tenants and we were told that we would have to move in 24 hours later and we would be refunded a days rent. This meant our movers couldn’t unpack and assemble our items as intended and we had to pay a handyman ourselves to do so. FJL offered us £50 to cover this when we asked for some compensation but the bill was in excess of £200, furthermore we had to chase the £50 from them more than once. Almost three weeks after move in, it has still not been received. Just after our move in a “new mattress” arrived (as agreed as part of the rental negotiations) and it was clearly several years old and shipped over from someone’s else’s house! The final straw was they kept messaging us to write this review, asking for 5 stars, when we still had issues outstanding. If only they’d been in touch so much before our move in!
Dear Sally,We are sorry to hear about this, this is not the service we strive to achieve and would like to investigate if that is ok? If you can email the details of what happened and the branch you are renting with to help@fjlord.co.uk we can look into this.Regards Hannah
5/5
TrustpilotEllie-Mai has been very attentive and…
Ellie-Mai has been very attentive and always responds very quickly to our emails. Thank you
Dear Eleanor, Thank you for your 5 star review and kind words for Ellie.-Mai in our Property Management Team, she will be delighted to read this. Kind Regards Hassan Ali Property Manager FJ Lord Bow
1/5
TrustpilotAvoid this agency like the plague
Avoid this agency like the plague. We all know estate agents lie and embellish, but these guys have perfected this to the point of art. Sneaky, outright BS-ing to your eyes, no respect. At one point (as buyers) they tried to bully us into using their conveyancing services and saying they would withhold communicating our offer to the sellers unless we do! We had a painful 6 months, but we really wanted the property, the fact that this lying dishonest agent got a commission because of our purchase, still hurts me to this day. Do not deal with them. You're better off slipping a letter to the owners under the door.
Dear Erika, We are sorry to hear about this and would like to investigate if that is ok? Please can you email details of which branch you were working with to help@fjlord.co.uk and we can look into this. Regards, Hannah
5/5
TrustpilotVery positive experience
We rented our current property through Inga Nair at Felicity J Lord Shad Thames. Overall, we had a very positive experience of working with Inga. She was professional in her dealings, was very prompt and responsive to emails and calls, and accommodated our viewing-related requests. The letting process was generally smooth, and the Felicity J Lord portal was easy-to-use. Once we had moved in, Inga also addressed our concerns and other requests relating to the property in a timely manner.
We are very happy to have provided you with such a positive experience Divyanshu and thank you again for the great review, it will mean a great deal to Inga and the team at Shad.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
GoogleSade was amazing: professional in that was knowledgeable, quick to respond, research queries, answer questions. Would certainly recommend. Fabulous!PositiveQuality
Dear Dr Ashima, Thank you for your email and more so for your review on behalf of our colleague Sade! We hope you enjoyed living at your apartment and wish you all the best for the future. Kind regards FJLord Greenwich
5/5
TrustpilotI must say that i have been thoroughly…
I must say that i have been thoroughly impressed with Katie Shelton Whenever i have had any questions or raised any issues she not only replies promptly but she replies in an empathetic way and goes out of her way to undestand any concerns and to raise it with the appropriate people. I feel as if i have developed a good rapport with her and trust that she will be there to help out where necessary. Couldn't rate the service provided, and by Katie specifically, any more highly.
Dear P Mangi, Thank you for leaving such great and detailed feedback about your experience with Felicity J Lord Canary Wharf (Lettings) estate agents.We strive for 100% satisfaction, and it is great to see you had such a positive experience with Katie. I know it will mean a lot to Katie for you taking the time to write a review. Thank you again for your star rating!RegardsFelicity J Lord Canary Wharf (Lettings)
5/5
TrustpilotChris and his wonderful lettings team
Chris and his wonderful lettings team, have been so professional, supportive and they all genuinely care about finding the right tenants for your property. We are so happy and pleased that we went with Felicity J Lord , as they have communicated with us, from the start to finish and made it less stressful, as they took everything on themselves and had our best interest at heart!I would highly recommend them to friends and family as there trust worthy & always willing to listen and help their clients,Thank you all so much and keep up the fantastic work!Filiz Mete.
We are very happy to have provided you with such a positive experience Filiz and thank you again for the great review, it will mean a great deal to Chris and the team at Stokey!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.
5/5
TrustpilotStellar service!!!
We have never received such stellar service elsewhere! From the moment we made an enquiry, to viewing, to the letting process, we were made to feel valued, respected and “heard”. They approached every hiccup with a ‘can do’ attitude and reassured us every step of the way! They went over and above to ensure we got the home we desired! We will surely be engaging them when we are ready to buy! Would not think of going elsewhere. HIGHLY recommend! Lisa, Justyna, Scott, Christine and the entire team at Blackheath-Massive thanks! MM & SW
Wow ! We are very happy to have provided you with such a positive experience and thank you both again for the great review. It will mean a great deal to Lisa and her team.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.
5/5
TrustpilotI have been letting my flat with…
I have been letting my flat with Felicity J Lord for many years and I very much value the service the company has provided, That said the company relies on the professional staff to provide the connections between the landlord and the company. Confidence that the landlords interests are being taken into consideration while providing the tenant with the same consideration are very important. Many issues arise during a tenancy and how they are handled is so important. Management issues, tenant concerns, landlord concerns, and of course routine maintenance issues of which there are many, are all included in the picture. When handled correctly and professionally then all runs smoothly but this does take work. Ms Rebecca McGarry has been my main contact agent for quite some time now, so please let me take this opportunity to recognize her unwavering work ethic, attention to all such matters, and professional advice that she has provided on my behalf and on behalf of Felicity J Lord. She truly reflects the above statement, and is an asset to the company. I look forward to a continued a long standing professional relationship with your company. Please pass on my heart felt appreciation to Ms McGarry. SincerelyGraham Charles MillerProperty: 18B Lee Terrace, Blackheath, London SE3
We are very happy to have provided you with such a positive experience Graham and thank you again for the great review. It will mean a great deal to Rebecca and the whole team.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.
5/5
GoogleJosh from lettings was super helpful in getting us our new flat and always quick to respond for any queries we had.
Dear Adrian, thank you so much for taking the time to provide a positive review. Josh will also be delighted to have received your feedback. Needless to say, should you or should you know of anyone that is looking to let or rent their property, please do pass on our details. We would love to help. Nicholas Henderson, Branch Manager
5/5
GoogleSuper smooth and professional agents, shout-out to Josh for being super on it and keeping us informed at every step 🙏🏻 …
Thank you for taking the time to leave a review. It will mean a great deal to Josh and the entire team. Needless to say, should you, or should you know of anyone, that requires assistance in renting or letting a property, please do pass on our details.
5/5
TrustpilotGemma and the entire Shad Thames team…
Gemma and the entire Shad Thames team at Felicity J Lord are not only a pleasure to work with but professional, responsive and proactive. Throughout a 5 year tenancy they have always been on hand to ensure our property is maintained to the highest standard. A huge thank you to all, Gemma in particular, who has been a god send in the search for my new home! I would not hesitate in recommending the Shad Thames Team at FJ Lord!
Dear Ms Michelle Davies, We're happy to hear you had such a positive experience with our team! We wish you all the best for the future in your new home. Felicity J Lord Shad Thames (Lettings)
1/5
TrustpilotProperty Management Service below standard
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.
5/5
TrustpilotOur family is very happy with the…
Our family is very happy with the letting experience from Felicity J Lord.Justyna from Blackheath was always available for us, she answered all our questions and was really helpful.
Dear Ms Radita,Thank you very much for your lovely feedback.We hope you will enjoy your new home.Best wishes from Blackheath Village Lettings Team
5/5
TrustpilotI had a viewing this morning with…
I had a viewing this morning with Bilal. The viewing was not confirmed. But I showed up and Bilal still managed to show me around. He was so lovely and friendly. The tenants were cooking and I found it really cute that they asked him to stay for breakfast. Because of his personality and approach I can tell why they were really fond of him. I will be going forward with this apartment with him and Felicity as I would not want to deal with anyone else. Thank you once again for today!
Dear Amy, Thank you for taking the time to leave us feedback. We are pleased to hear about your experience with us and in particular Bilal. I must ask him if he enjoyed the breakfast. If you know of anyone else who would benefit from this 5 star service do not hesitate to pass on our details.Regards,David Greenslade MARLABranch Partner
5/5
TrustpilotMy first review of the renting service and Felicity J Lord truly worth it
I hope this is the right place to leave a review and hope all of you can see it! I have been renting in London during last 16 years, its my first time wants to leave a review online as I truly grateful for Lucy's help and support! It's such a short noticed that my friend finally got the visa and decided to move back to London. I feel sorry that my friend is super picky that we have to find a place for her with all details matching and ticked from the long list of her request within 3weeks time.After sent out all the flat requests to every single agents in London. Lucy Martin from Felicity J Lord is the only one replies right away with the list ready for viewings after double check all the details!! super efficient and professional! She even go extra miles to contact my friend in her convenient time as we have 8 hours time different!!! She went through all the details with us within such a short periods and find her a place to stay with the best deal!!!My friend is now ready to move in on Sunday and god we cannot make it without Lucy's help!!!!! After 16 years renting experiences in London and UK, it is my first time wants to writ an review for such a brilliant service! Lucy, we cannot thank you enough!
Many thanks for leaving such positive feedback LuHang, it was a pleasure to read such glowing feedback and it will mean a great deal to the Lucy and the entire team at Canary Wharf..Needless to say, if you know of anyone looking to let or rent a property, please do pass on our details as we would love to help.Merry Christmas in your new home
5/5
TrustpilotThank you FJL for your immaculate…
Thank you FJL for your immaculate support to manage my property effectively. Joshua Smith was always available to resolve all the concerns developed in between.Thank you team.. You all did a wonderful job.
Dear Jainn, Thank you for taking the time to leave us feedback. We are pleased to hear about your experience with us.Kind RegardsFelicity J Lord (Clerkenwell)
5/5
TrustpilotFantastic Agents - you will never use anyone else!
I have dealt with a lot of estate agents in Eltham/Blackheath area over the years and I can confidently say that Lisa, Scott and the Team at FJL Blackheath are far and away the best. They are professional yet friendly and very knowledgable about the industry and have made me at ease about letting my house through them for the past 5 years. They have been integral to finding great tenants for my house and it has been a pleasure dealing with them. I have recommended them to friends looking to rent and looking to let their homes with confidence.
Dear Paul & Beth, We are so happy to read such a great review about our team at Felicity J Lord Blackheath Village (Lettings)! We are always on hand if you or any friends or relatives need our assistance. We look forward to working with you for at least the next 5 years!Take Care,Lisa, Justyna, Scott & Christine.
1/5
TrustpilotShockingly Useless & Irresponsible Estate Agent
After making an enquiry on a Tuesday to view a property on the following Saturday, I received an email detailing the service charges, ground rent, years left in the lease and was asked by the agent (Emrecan) if i wish to proceed with the viewing. I replied yes to his email. On Saturday, we waited in the rain outside the property with no sign of the agent. I called twice but got put through to the switchboard who said the Islington branch cannot be reached. So I emailed the agent & he replied to say sorry & that he had been at another viewing but didn't have his daily planner with him?! And apparently when he returned to the office, he found out that the vendor had cancelled the viewing. So why weren't we informed?? It also transpired that the flat was tenanted & not vacant as I had been falsely informed. I had travelled from E16 to N7 for this appointment & wasted an entire Saturday morning! Of course, I turned down this agent's offer to re-book the appointment & vowed NEVER will I use this utterly useless & irresponsible agent ever again!
Dear Jeremy Jeremy, we regret to hear that you had a negative experience with us, but would appreciate the chance to turn your experience around.Guy Williamson Senior Branch Partner
1/5
TrustpilotI had a horrible experience with…
I had a horrible experience with Felicity J Lord, Greenwich branch, due to their lack of ethics, respect, and professionalism. We have been in a process of buying a house that lasted 6 months, during which they have systematically hidden us the real property conditions. the property was found without building insurance and presenting the cladding to be replaced, and they did not notify it, trying to avoid also any email contact with the seller. this is technically illegal. in the meantime they were trying to fix a date for exchange and completion (without notifying cladding and lack of insurance) pushing us to give notice and be homeless.In particular STAY AWAY FROM MARTIN, who merely lied in regards to the documents. buying a house can be stressful, but this experience has been a proper scam.
Dear Carmela,I am sorry to see your low rating, we understand the context behind them. The details that you have noted are dealt with via solicitors and the information is passed through them for legal matters and as professional bodies, the information according to our records and solicitors was passed on swiftly and not withheld. Any information received by ourselves was passed on to solicitors as soon as notified and in full and as you were aware, further responses were frequently chased in your best interest and contact was made almost daily with the seller to help resolve the issues on your behalf. If however you wish to discuss anything further please contact me directly on alexander.lawrence@fjlord.co.uk.
2/5
TrustpilotPoor performance on nearly every front
I used FJL to rent a property in Central London. They did what I imagine it says on the tin, but no more. Communication fairly limited, a number of mistakes on their side which then required me to investigate and sort out. Communication could also have been clearer, as it was slightly misleading on some of the costs which I was not required to pay. Received confidential information/ personal details for who I imagine is another client, with no attempt to rectify. I would potentially use again, but they need a bit of encouragement to keep things moving.
Thank you for taking the time to let us know about your recent experience. We are disappointed to hear that you are not satisfied with the service received. Customer service is paramount to all at the Clerkenwell branch and Felicity J Lord. I would appreciate the opportunity to turn your experience around. Please an you kindly email me at Ellie.Scargill@FJLord.co.uk so that we can discuss further and see how we can improve your service? Kind regards, Ellie Scargill
5/5
GoogleSade was absolutely excellent throughout the lettings process. Their application portal was easy to use. Overall a straight forward, easy and personal experience.PositiveResponsiveness, Quality, Professionalism
Hi James, We hope you are well and thank you for the review, we genuinely appreciate it! We hope you enjoy your new home and should you know anyone who may require our assistance, please do recommend us! Kind regards FJLord Greenwich
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Yes. Felicity J Lord won Gold in The Trusted Agent 2026 awards.
