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.
5/5
GoogleI found the staff here very friendly and helpful. No matter what time of the day, they always had time for me and never rushed me off the phone. I liked the way they appointed a special person to my case. Ronie and Esta were fantastic! I liked their approach to selling my property, which was very quick without being ruthless. Would I use them again? Yes I would!
5/5
GoogleFelicity J Lord has been renting my flat in Brixton for over 10 years and I have been very happy with the service received. They find tenants quickly, are great at communicating and they give sound advice to landlords. Jessica in particular has been very helpful and makes things happen seamlessly.
Hi Jennifer, Thank you for taking the time to leave a 5 star review, it's always a pleasure working with you. FJLord Lettings Brixton
2/5
TrustpilotI've been disappointed by the service…
I've been disappointed by the service I've so far received from the Wapping branch. There's been a recurring lack of attention to detail - and a very strange decision to bill me twice for one report (claiming that the Check Out Report and the Check In Report - identical in wording and based on a single visit - were two separate documents, incurring two separate fees.) I hope for better in the months ahead - and will amend this review accordingly should service improve.
Hi James Reynolds, we regret to hear that you had this experience with us. We'd like the opportunity to discuss this with you and will be in touch shortly. Felicity J Lord Wapping
1/5
TrustpilotAn extremely terrible experience and…
An extremely terrible experience and lack of care from Felicity J Lord - Bow staff. It seems to be a group of cowboys who do as little as possible to ensure tenants are safe and processes are properly followed for an easy tenancy.
5/5
TrustpilotGreat service!
Overall, everything was well organized and I received all the information and help I needed on time. Justyna was very kind and helpful, and it made a great difference in the process! Thank you!
Many thanks for taking the time to provide us with such positive feedback Maria. Justyna and the team at Blackheath will be over the moon.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.
5/5
GoogleMel was brilliant. Professional, polite, very knowledgeable and helped me get the perfect property for me. Made what is usually an experience I dread, easy and fun! Would recommend 10000 times over. Thank you!
We sincerely thank you for the positive review, and look forward to seeing you again soon!
5/5
GoogleRobbie was professional, knowledgeable about the area and the local market.
Hi Leroy, 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
GoogleShakira was an absolute star and made the process really easy!
Hi Annabelle, Thank you for leaving such a glowing review. It was great work with you, do let us know if you require anything from the haart Lettings Team. haart Brixton
3/5
TrustpilotGood viewing service, but have been ignored since
Updating this review from a 5 star to a 3... We had a great initial experience with FJL when we were viewing the property. Unfortunately, however, the service since we've moved in has been poor. We have been waiting for a response on an issue we raised over a month ago. We have chased several times and have been ignored. It's a real shame given our early experience was so good, but they haven't been there for us when we needed since the contract was signed.
Dear Tamsin, Thank you for taking the time to leave us feedback. We are pleased to hear about your experience with us. If you know of anyone else who could benefit from our 5 star service then please pass on our details.Regards,David Greenslade MARLA Branch Partner
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
GoogleI’ve been blown away with Shakira at this branch. She has been kind, helpful, knowledgeable and extremely professional. I rang today and now , a few hours later, we think we have found the perfect place. She is highly organised and communicated brilliantly. It’s been an absolute pleasure speaking with Shakira and I coukd t recommend her enough. Lucky Haarts. I really hope you know what a gem you have.PositiveResponsiveness, Quality, Professionalism
Hi Sally, Thanks for taking the time to write a review, we're delighted you had such a good experience with Shakira. If you need any help through the referencing process please do not hesitate to ask. haart Brixton(Lettings)
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
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
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)
5/5
GoogleI was speaking to Ozlem and she was assisting me in finding a property and was very helpful. Definitely recommend her services!
Hi Alev, We are delighted to hear that you have had such a great experience with Ozlem. Felicity J. Lord Brixton Sales
5/5
GoogleNatalie is always very helpful and informative definitely recommend
Thank you for your positive feedback, we appreciate you taking the time to give 5 stars!
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
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.
