Trusted Agent profile · London
★★★★★
1,544 reviews across 2 platforms
Suite 2.01b, Piano House, London, SW9 8DJ
Part of Felicity J Lord, see every office.
Felicity J Lord's office in London, at Suite 2.01b, is rated 4.3 out of 5 across 1,544 reviews on two platforms, including 628 Google reviews rated 4.7. It won Platinum in The Trusted Agent 2026 awards.
Every review we hold for the London office, from every platform, shown as written. First names only.
4/5
GoogleAm sharing this because am really grateful to a lady called Natalie. She's been so so so so so so so helpful. Anytime I report anything to be repaired in the property she's so quick to get it sorted for us. Natalie God richly bless you for all your help.
Hi Isabella Thank you for leaving a lovely review. We are delighted that you are happy with our service. Felicity J Lord Property Management Team
5/5
GoogleThe agent Robbie was super professional and really read my mind with showing me the right proprieties
Hi Leona, thank you for taking the time to leave us feedback. We are delighted that you were happy with the service you received from Robbie. Kind Regards, haart, Brixton (Sales)
5/5
GoogleCintia Kozma is an absolute star she is extremely good at her job can't recommend her enough
Hi Dennis, Thanks for the great feedback on our brilliant Property Manager Cintia, we're delighted to have delivered such a great service. haart Brixton, Property Management.
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
GoogleGreat experience, thank you very much Bryan for helping us find an apartment in Brixton. Professional, responsive, and guided us through every step of the process. Highly recommend!
Hi Dorian, Thank you for leaving a great review for Bryan. We hope that you enjoy your new home! Felicity J. Lord Brixton Lettings
5/5
GoogleI would like to specifically acknowledge Natalie Black for her great commitment and help with managing the transition and a number of issues associated with an outgoing tenant.
Hi Arya, Thank you so much for your positive review for Natalie. We are always delighted to hear great feedback! … More
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
GoogleI recently had the pleasure of viewing an apartment with Jada, and the experience was fantastic. She was incredibly professional, friendly, and knowledgeable throughout the viewing. Jada took the time to answer all my questions and made … More
Hi Rayan, Thank you for taking the time to leave a review and your kind words!!
5/5
GoogleVery engaging viewing and Robbie was very knowledgeable about the property she was showing us around
Hi Callum, thank you for taking the time to leave us feedback. We are delighted that you were happy with the service you received from Robbie. Kind Regards, haart, Brixton Sales
5/5
GoogleI'd like to extend my gratitude to Shakira for being so helpful towards the whole process of renting my flat in London. I was so overwhelmed with stress the past few weeks, unable to get in touch with anyone regarding renting a place there due to being outside of the country at the moment. Huge thanks for giving me a chance to do so!
Hi Julianne, thank you for taking the time to leave us feedback. We are delighted that you were happy with the service you received from Shakira. Kind Regards, haart, Brixton (Lettings)
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
5/5
GoogleI have been dealing with Natalie Black and have nothing but praise for her. She has always been attentive, helpful and prompt - even in the face of slow responses elsewhere! Excellent service for me as a tenant.
Thank you so much for your review, we're really pleased Natalie has been able to help! Have a great day!
1/5
GoogleShambolic state of affairs. Got a property valuation a while ago and the sales manager which ended up being a waste of time. The sales manager didnt seem to know what he was talking about and he really gave me very little information, with anything he did say contradicting the opinions of the 4 other companies I had been in contact with. I have also just attempted to organise a valuation, with the staff advising it would have to be virtual (totally fine) but they never sent call details or advice on how to give them property information. They then call up an hour before this potential valuation insisting on seeing the property in person. The staff member was rude and dismissive.NegativeResponsiveness, Quality, Professionalism
Hi Kristina, we're really sorry you had to leave a bad review. Our sales manager has since left the company. We would like to offer you a market sales valuation another member of the team, please contact us on 020 4512 8359. haart Brixton.
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)
5/5
GoogleI enquiried about a property and spoke to a lovely lady named Ozlem, she was very professional, helpful and patient in assisting me. I highly recommend her.
Hello Aynur, Thank you for leaving a great review for Ozlem. Felicity J. Lord Brixton Sales
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.
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.
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.
Yes. Felicity J Lord won Platinum in The Trusted Agent 2026 awards.
