Felicity J Lord London reviews

★★★★★ 1/5

Google

I'm renting a place in Alloa road and this branch is property manager of the house. Both Nicholas and Lily have always been ignoring repairs, emails sent by the tenants on mould or boiler issue. In fact today we have a water and gas leak with the danger of maybe more heavy consequence. They will put your life at risk such as this occasion to save money, they will send their maintenance guy to come walk around the house and do nothing. And ask you to confirm on the phone to the agency that the tenant is happy... some sort of threatening mixed to unprofessionalism! I will never ever rent with them! Currently two legal advise routes have been initiated. Worst estate agency or branch that have ever met!

Albi · 16 April 2025

★★★★★ 1/5

Trustpilot

Unresponsive, negligent, unprofessional

Consistently awful experience with this agency, from the perspective of a tenant. Completely unresponsive while we lived there. We had a broken toilet for 4 months (only one in the property) and they did nothing about it. They consistently failed to follow up with any repairs in the house. We had black mould in the house (present before our move in) which they also did not treat.

Cristina · 2 June 2026

★★★★★ 5/5

Google

After our previous tenancy fell through with another agency, we were skeptical about going through the process again. Thankfully, we had Ayo as our estate agent, and he has been nothing but exceptional. From start to finish, he has always been responsive, addressing our questions almost immediately and keeping us fully informed every step of the way. His professionalism and support has made the entire experience smooth and stress-free. Hopefully, Ayo can assist us with future properties as well!

Elle · 16 April 2025

★★★★★ 1/5

Trustpilot

Feckless J Lord

Definitely the worst experience I've ever had with a property management team.Despite our numerous attempts to request an inventory, we were not sent one. Only at the end of the tenancy was this sent to us, in which they confirmed they knew from our move-in date (March 2020) that our radiators did not work. Despite our attempts to get them to fix the radiators, they dragged their feet, acting like this was brand new information, every single step of the way. It wasn't until March 2021 that the radiators were finally fixed meaning we endured an entire winter without proper heating. Were we compensated? Take a wild guess. And this was just the tip of the iceberg.They required constant chasing just for them to do the bare minimum of their jobs. People constantly going on annual leave (though from what I can tell it can't have been too different from their BAU) and they were apparently far too incompetent to pass along any of their work on to their colleagues which again slowed any repairs that were required to a crawl. There was a hole in my flatmate's shower for 3 months before they even deigned to acknowledge the issue (despite numerous emails with photos attached). If they had even an iota of sense between them they probably would have had this fixed before the hole even happened and could have saved everyone involved a lot of money.If you're a tenant, avoid. They will treat you with utter contempt and downright criminal negligence.EDITI feel the need to point out they responded to a negative review within 2 days of posting it. Please remember as per my review, they knowingly left myself and my flatmates without proper heating for a full year. I actually really love this, because it shows to me they can respond promptly when it is within their interest. I would therefore like to retract any previous statements and implications that they are incompetent. They are, in fact, just malicious.

Sam · 4 March 2022

★★★★★ 5/5

Google

We've moved from overseas and wanted to put in an offer for a place we liked. Ayo was our main point of contact at FJLord, and was helpful, responsive, and patient in guiding us through the rental process. He kept us closely updated of the process each step of the way, and helped to unblock any challenges that we faced. Pleasure to deal with - thanks Ayo!

Louisa · 14 June 2023

★★★★★ 5/5

Google

Ayo has been great in his communication with prompt replies and always keeping us up to date so you will not be left in the dark throughout the letting process

Christos · 16 April 2025

★★★★★ 5/5

Google

Josh was a great help for our move. He kept us up to date with everything going on and was always on hand to help if there were any questions.

Matt · 16 April 2025

★★★★★ 1/5

Trustpilot

Unethical Bullies.

I'm a landlord who had a terrible experience, so I can completely understand the tenants reviews on here.The first tenants moved out because they defaulted on the rent. They contacted Bow Office on multiple occasions to give back the keys and no-one got back to them. The Branch Partner David Greenslade had told me I needed to take out their insurance to cover tenants defaulting rent, but he never put in a claim (even though he writes he had claimed).After the second lot of tenants were found. We agreed in writing that I did not wish them to manage the property nor should they take any management fees.But they still took fees and did this for the whole tenancy. I said I didn't want the insurance it's a scam again they just ignored me and continued to take the money.They told me just one tenant would be living there and I reduced the rent, but a husband and wife lived there.I emailed customer relations on so many occasions and no-one very got back to me.The area manager Anthony Szabo is a serious bully.They seem so desperate to make money unlawfully. We must all continue NOT to use this company.Following up to your response the customer relations team were written to more times than I can remember.Not a single email was responded to. You have no interest in anything other than making money. Actually it is truly scary.

Lily · 6 December 2021

★★★★★ 5/5

Google

I've worked with Nicholas & Ayo - got a lower-than-expected fee and two tenants I like, at and a monthly rent close to what we were aiming for - some miscommunication due to a probably complex situation, and some FJL Agency processes that could be smoother - everything good apart for those wrinkles

Vincenzo · 16 April 2024

★★★★★ 4/5

Trustpilot

Helpful team

Really helpful support. Most valuable is that they take calls until 10pm (great if you’re working until late). Lewis in Islington is great, supported by a really efficient team!

Graham · 22 February 2026

★★★★★ 5/5

Google

Ayo was a complete pleasure to go through the rental process with. He is candid, professional, helpful and willing to go the extra mile to make renting the opposite of stressful. That’s not guaranteed in London, by any stretch, and so I feel grateful that he takes this refreshing and personable approach.

Kayla · 16 April 2024

★★★★★ 5/5

Google

From the very first contact, Ayo provided us with practical solutions to the challenges we faced, thinking outside the box to help us secure our new home. Unlike other agencies, he went the extra mile to find a solution that truly worked for us, and we are grateful for that. He made the entire process easy and kept us informed, ensuring everything went smoothly. We highly recommend his services to anyone looking for a reliable professional!

M · 16 April 2025

★★★★★ 5/5

Google

Ayo Ayoola has been very helpful and understanding throughout my tenancy process and he made it sure that we were taken care which I appreciated a lot!

Dani · 16 April 2025

★★★★★ 1/5

Trustpilot

Be wary of the 5 star ratings

Our initial experience with FJL Bow was positive - the letting agent (Ilya) was great to deal with and quite responsive, unfortunately it all went downhill from there (with FJL, not Ilya personally).1. We never received the inventory for the flat, and despite following up with >10 emails, after 3 months we gave up. This caused quite a few issues at the end of our tenancy.2. It was a nightmare getting our deposit back, it took us well over a month after moving out of the flat and we couldn't get a hold of anyone at the Bow office to ask about it.3. In general, their organisation is seriously poor - when they were doing viewings in the flat towards the end of our tenancy they'd turn out without any notice, we'd also get continual marketing emails from them about new properties on the market (when we'd signed a new flat lease less than a month prior). The list goes onOne of the things I take bigger issue with is how they get their trustpilot ratings.After you sign a lease, they ask you to leave them a 5 star review. As the letting agent we'd dealt with up until signing the lease had been great - we obliged. It's only been now (over a year later) that I've taken the time to go back and update this.So a vast chunk of reviews you'll see on here are people who have just signed a new lease and been asked to leave a good review.This won't be unique to FJL, as I'm sure lots of places do it, but they can't expect to ask people to leave 5 star reviews then fail to do any of the basic tasks (inventories, deposits) expected of a letting agent.

Jack · 23 July 2021

★★★★★ 1/5

Trustpilot

Unprofessional communication

Really disappointed with this agent. Being a train journey away from London, we started inquiring about one of their properties a week and a half in advance before we planned to go to London for some viewings but kept being told to call closer to the time. After many attempts no viewing was ever confirmed. They listed the property as perfect for sharers and confirmed it would be possible for us to rent it but when we were already in London they started asking about who we are as the Landlord is apparently very picky about their tenants which could have been discussed way earlier and allow for us to plan our trip more efficiently. Even if the Landlord was picky enough to reject us purely based on our nationality or profession, they still could have simply communicated that. After few days now still no information whether we could rent the property or not, or whether the viewing will be arranged or not. The contact was lost although we were promised to receive further information before the end of the day or the next day first thing in the morning. Extremely unprofessional, certainly the worst experience compared to around 20-30 other agents that we spoke to. With the property's price now reduced, it certainly seems this estate agent was not interested in tenants who would be willing to pay the original price.

Marcin · 5 June 2021

★★★★★ 1/5

Trustpilot

Appalling lack of service and respect for tenants

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.

Charlie · 21 May 2024

★★★★★ 5/5

Google

I had a great experience working with my agent, Nihaj. He was responsive to my queries, helped me through the negotiation process, and made sure the move into the flat went smoothly. Communication was easy and he was reachable whenever I needed assistance.

Ravenska · 16 February 2026

★★★★★ 5/5

Trustpilot

Excellent service from Ayo and FJL Greenwich

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

Jon · 3 May 2024

★★★★★ 5/5

Google

Excellent service from Josh throughout the process. Simple online system for referencing and Josh kept us informed all the way through the process. Many Thanks

Jim · 16 April 2025

★★★★★ 2/5

Trustpilot

Have not received the deposit money back yet (more than 50 days)

After visiting some other agencies, we found Felicity J Lord by chance while we were walking on Mile End Road. They were absolutely great! After talking for just a few minutes, they knew exactly what we were looking for, and showed us some nice properties. The next day we went to visit a lovely maisonette and decided to rent it. Hannah and David were very helpful. Throughout the referencing and documentation process, they always answered all our question swiftly and did everything they could to help us. They are transparent, trustful and friendly. Highly recommended!EDIT: I left the property in October 2020. It has now been more than 50 days and I have not received the deposit money back yet.EDIT 2: It is now February 2021. The deposit has not been returned yet. We have already followed all the complaint procedures on FJL website and have been ignored for more than a month. We have filed a complaint with the Property Ombudsman.I WOULD STRONGLY ADVISE AGAINST SIGNING WITH THEM

Felipe · 2 February 2021

★★★★★ 5/5

Trustpilot

Neelay Jivan at the Clerkenwell branch excelled in a difficult sale

Neelay Jivan at the Clerkenwell branch was fantastic. The sale was difficult for a number of reasons but Neelay handled everything with aplomb, and had an effective strategy for everything. I appreciated his endless patience, his great communication and support. Some people excel at their jobs, and Neelay is one of them, as well as being a lovely human.

Polly · 25 August 2023

★★★★★ 1/5

Google

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.

Abbie · 16 April 2024

★★★★★ 5/5

Google

Cheryl was excellent, very personable and always very easy to contact, would certainly recommend her.

Alfie · 28 July 2025

★★★★★ 5/5

Trustpilot

Richard Williams has been an excellent…

Richard Williams has been an excellent agent in assisting us with our property search. He listened carefully to our requirements , provided sound advice and matched us with a relevant property to view. He represented his clients professionally, was well informed and I would not hesitate to contact him again to sell or buy a property in Shad Thames.

Cathy · 10 July 2023