25% sales valuation accuracy
0% sales fee satisfaction
100% lettings valuation accuracy
50% lettings fee satisfaction
Nov 29,2014
Nov 29,2014
5
people found
this helpful
this helpful
Felicity J Lord charged us over £400 for 'reference checks' 'coordinateion 'check in' service when we rented our flat through them. This is over double what we've paid before over the past 4 years in London. So as per their website and company literature we expected a quality service. However when we went to move in we found the following;
-The person 'checking us in' couldn't work the keys to the front door so buzzed all the neighbours to let us in. This meant once inside I had to wait inside the flat instead of helping my boyfriend load the removal van
-unwanted items were still left in the flat that were meant to be removed as apart of the lease agreement were still there. This included a wardrobe which we had to dismantle in order to move our own items in and leave in the hallway. Builders debris including clothing items and rubbish were left in the flat.
-The front door to the building had a smashed window and doesn't latch properly - this hadn't been fixed although it had been agree to in the lease agreement
-We were only given 1 set of keys so had to co-ordinate our arrival at the flat for the next week as FJL never followed up with the second set of keys until I chased them up.
-The condition report was incomplete and inaccurate so I had to go through and take photos myself so this didn't backfire when it was time to move out.
From the above we obviously weren't happy with the £403 service so asked for a £150 refund which would take the total fee down to £250 which is still high. The Hackney branch manager Amanda Alleyne's first response was to blame the landlord for all these things even though we had paid FJL for the services and the landlord had already forwarded me an email where he had requested FJL to carry out some the of the above work for him which had obviously been ignored even though it had been sent to 3 staff members. She was rude and scoffed at my claim that my time was wasted and the FJL incompetence lead to unnecessary stress on our moving day and the days after.
She then refused to talk to me on the phone and forward me to details of her superior so I could take the matter further. It took me three attempts to do this.
My landlord is also unhappy with FJL and had supported me in my claim for a refund.
-The person 'checking us in' couldn't work the keys to the front door so buzzed all the neighbours to let us in. This meant once inside I had to wait inside the flat instead of helping my boyfriend load the removal van
-unwanted items were still left in the flat that were meant to be removed as apart of the lease agreement were still there. This included a wardrobe which we had to dismantle in order to move our own items in and leave in the hallway. Builders debris including clothing items and rubbish were left in the flat.
-The front door to the building had a smashed window and doesn't latch properly - this hadn't been fixed although it had been agree to in the lease agreement
-We were only given 1 set of keys so had to co-ordinate our arrival at the flat for the next week as FJL never followed up with the second set of keys until I chased them up.
-The condition report was incomplete and inaccurate so I had to go through and take photos myself so this didn't backfire when it was time to move out.
From the above we obviously weren't happy with the £403 service so asked for a £150 refund which would take the total fee down to £250 which is still high. The Hackney branch manager Amanda Alleyne's first response was to blame the landlord for all these things even though we had paid FJL for the services and the landlord had already forwarded me an email where he had requested FJL to carry out some the of the above work for him which had obviously been ignored even though it had been sent to 3 staff members. She was rude and scoffed at my claim that my time was wasted and the FJL incompetence lead to unnecessary stress on our moving day and the days after.
She then refused to talk to me on the phone and forward me to details of her superior so I could take the matter further. It took me three attempts to do this.
My landlord is also unhappy with FJL and had supported me in my claim for a refund.
What agent could do to change your mind?
Listened to me and understood my very reasonable request without arrogance or laying blame on everyone else.Attached Filesnbsp;
Comment on agent fees
These do not at all reflect the service FJL provide, not only was the service poor and incomplete when I questioned them on it they were arrogant and defensive which I don't expect when paying for a premium service. You cannot claim to provide a list of services to validate a huge fee then when these services are not delivered shrug off responsibility.
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Opening Hours
Address
Felicity J Lord
310 Mare Street
Hackney,London
Greater London
E8 1EJ
020 8986 2698
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 25% | 0% | £775,000 | £775,000 |
| Lettings | 100% | 50% | £1,200 | £2,200 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 1 | 1 | 7 | 0 | 0 | 0 | 0 | 1 | 6 |
Areas covered
- E8
- E9
- E5
- E2
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Rankings
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Latest Properties
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Apr 12,2023
Apr 12,2023
0
people found
this helpful
this helpful
We rented our house out through FJL for years and found them helpful, proactive and swift to sort our problems but selling through them was amazing. They worked so hard and the Branch Manager, Charlie, bent over backwards to get our sale “ over the line”. ...
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Mar 16,2023
Mar 16,2023
0
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really appreciated the communication from. faisal and vivian in the hackney and stoke newington offices respectively.
Great agents with a real interest in their applicants...
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Feb 20,2023
Feb 20,2023
0
people found
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So far I've had a seamless and enjoyable experience selling my property with Felicity J Lord, I had a great connection with the branch manager Charlie Saville and his team, got viewings quickly and a couple of offers within a couple of weeks, now in ...
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May 26,2022
May 26,2022
0
people found
this helpful
this helpful
I have mainly been corresponding with Faisal Hussain.
Faisal is very professional, approachable. I have never had to chase him up for anything....
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Oct 12,2021
Oct 12,2021
1
people found
this helpful
this helpful
Calls go to a concierge (who are delightful) - but no-one calls you back. 2 months and waiting for response from manager! Terrible service...
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Mar 23,2020
Mar 23,2020
3
people found
this helpful
this helpful
I have been waiting since November for a deposit refund and we are now approaching April. My concern is less about the money now but more about the outright disregard and care given to me.
After being dealt with by the initial agent whom I ...
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Dec 18,2018
Dec 18,2018
2
people found
this helpful
this helpful
Viewed a property on Thursday evening (we were the first people to view the property). We put down a holding deposit of £1000 the next day and were assured that this meant noone else would be able to view the property. We were then informed on ...
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Comment on agent fees
Agent fees are the highest we've come across so far.
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Jun 14,2018
Jun 14,2018
2
people found
this helpful
this helpful
Renting through FJL has been the most horrendous, stressful experience in my 10 years in London. So much has gone wrong it's too much to list. They have been so incompetent and unhelpful. I would warn anyone to avoid them unless you want to have the ...
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Comment on agent fees
Bad - c £500 just for reference checks and signing a lease
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May 11,2016
May 11,2016
2
people found
this helpful
this helpful
This was the most horrific experience I've ever had and I lived in London for nearly a decade.
Scandalous behaviour. I kind of wish they were rude to me, at least then I would have some substance. They gave us the wrong keys, they didn't ...
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What agent could do to change your mind?
Over four hundred pounds for showing us the flat and e-mailing us the contract? With putting us in conflict (now resolved) with landlady.Attached Filesnbsp;
Comment on agent fees
Over four hundred pounds for showing us the flat and e-mailing us the contract? With putting us in conflict (now resolved) with landlady.
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Mar 09, 2018
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(1)
Hi there,
We apologies for the poor experience you received with us, please email in to [email protected] so we can look into your experience.
Thank you,
Regards
Ross ...
Nov 29,2014
Nov 29,2014
5
people found
this helpful
this helpful
Felicity J Lord charged us over £400 for 'reference checks' 'coordinateion 'check in' service when we rented our flat through them. This is over double what we've paid before over the past 4 years in London. So as per their website and company literature we expected a ...
read full review
read full review
What agent could do to change your mind?
Listened to me and understood my very reasonable request without arrogance or laying blame on everyone else.Attached Filesnbsp;
Comment on agent fees
These do not at all reflect the service FJL provide, not only was the service poor and incomplete when I questioned them on it they were arrogant and defensive which I don't expect when paying for a premium service. You cannot claim to provide a list of services to validate a huge fee then when these services are not delivered shrug off responsibility.
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Yes
Dec 05, 2014
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(1)
Dear J Berridge
I'm really sorry to hear this. Please can you email [email protected] so we can look into this for you.
Many thanks
Melanie Smith
Customer Relations Manager ...
Apr 11,2014
Apr 11,2014
1
people found
this helpful
this helpful
My partner and I let a flat through FJ Lord which was managed by their maintenance company from June 2012 ¢â‚¬â€œ December 2013.
It pains me to have to spend the time writing this review but I was disgusted, continually shocked and frankly appalled at the level of ¢â‚¬Ëœ...
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Sep 07, 2015
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I was charged £300 for tenant referencing and changing one name on the tenancy when I took it over from another tenant. This is three times any amount I have paid before. When I received the contract I found my signature had been forged so I was not able to raise concerns about any of the clauses. The worst of these is that it says they keep any interest accrued on our deposit. THIS IS NOT COMPLIANT with the tenancy deposit scheme. There are several things which don't work or are in poor repair ...
Feb 27,2014
Feb 27,2014
1
people found
this helpful
this helpful
They take your card details before putting an offer through to the landlord and if the offer is accepted they withdraw a £1000 security deposit. This security deposit is mainly to secure THEMSELVES that you wont back away from your offer or you'll lose your deposit ...
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What agent could do to change your mind?
Be honorable!Attached Filesnbsp;
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Mar 22,2013
Mar 22,2013
3
people found
this helpful
this helpful
Really bad experience. They take £1000 holding deposit off you if you change your mind for good reasons. Really upset that we won't be getting money back, but have found a much nicer place with a much more reputable agent....
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Jul 14,2012
Jul 14,2012
3
people found
this helpful
this helpful
Felicity J Lord are so unbelievably useless, threatening, expensive and ineffective that I had to share it here in the hope that other people don't have to experience it.
Every dealing with them over the two years I have been renting (as a tenant) through ...
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Mar 02,2012
Mar 02,2012
4
people found
this helpful
this helpful
Never before has an Agent taken a deposit and said "You have the flat" only to call 4 days later and say "You don't have the flat". To compound this illegality 8 days after I paid them my deposit they are yet to repay it. This agent ...
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Feb 20,2012
Feb 20,2012
6
people found
this helpful
this helpful
Fees for moving into a 1 bedroom flat - £630. Will never use Felicity J Lord again once this 12 month contract is up....
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What agent could do to change your mind?
They should immediately inform you of ALL of their fees, not tell you while you are filling in an offer form. Far too much information required for guarantors, even after that they charge ‚£30 for a further previous landlord reference and expect you to sort it out.Attached Filesnbsp;
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Dec 01,2011
Dec 01,2011
8
people found
this helpful
this helpful
They charge staggering fees!! They were not up front about them at all and despite my asking them several times if there were any fees I should know about they only drop the bomb at the last minute when we are desperate to move in.
600 ...
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What agent could do to change your mind?
Not charge such insane fees, and being transparent about them from the outset.Attached Filesnbsp;
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Mar 28, 2012
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We had exactly the same problem. We asked if there were any hidden fees before we moved and were told there were none. On moving day when desperate suddenly we have to pay hundreds of pounds in admin costs and legal costs etc etc. I can remember if it was as much as £600 , we managed to reduce it a bit but was definitely more than £100 for each of the 3 of us moving in. ...
Mar 28,2012
Mar 28,2012
32
people found
this helpful
this helpful
I cannot express enough how awful my experience has been with Felicity J Lord. From the day we were meant to move in up till now 9 months later there has been nothing but problems and any attempt at getting resolutions is like getting blood out ...
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Mar 28, 2012
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After reading the other reviews they reminded me of something else that we had the same problem with. We asked if there were any hidden fees before we moved and were told there were none. On moving day when we were desperate for somewhere to move to suddenly we have to pay hundreds of pounds in admin costs and legal costs and costs to produce the tenancy agreement etc etc. I cant remember if it was as much as the £600 that others have mentioned, but it was definitely more than £100 from each o ...
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
No procedure set.
Last updated at 2:26 PM 14/06/2018 by Shobad Ahmed
I'm really sorry to hear this. Please can you email [email protected] so we can look into this for you.
Many thanks
Melanie Smith
Customer Relations Manager