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London, E14
1.9/5, 25 Reviews
32% Recommended
67% sales valuation accuracy
50% letting valuation accuracy
100% sales fee satisfaction
40% letting fee satisfaction
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"* I moved into the flat last..."
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1 Star Review
Christina
By : 'Chris'
Services :
Would you recommend ? : No
People found this helpful8
* I moved into the flat last summer (2011) where I found it in average condition. The flat wasn't cleaned to professional standard and no one bothered to change that . So I cleaned it myself. * The window seals were (are still) aged and the aerial socket in one bed room wasn't working and I did ask Property Management if I could have it replaced/fixed, along side with a blind window (in Sept 2011). *Jan 2012 - After failing the Gas Safety check, the boiler needed to be replaced and an accessible flu had to be installed - which was OK - In February. Although the subcontracted maintenance people left the flat in a terrible state (dirt stains on the wall, tents in the door frame from teh ladder, quick & dirty DIY style. The work took longer then expected and no one bothered to inform me. So had to sleep in a cold flat for another couple of days. *Window & seals still not replaced over the winter *May 2012 - Dish washer broke down - it took them 4 weeks to send someone around for a quote *August 2012 - Dish washer still broken - New engineer to come around to quote and fix it as apparently the previous maintenance engineer is not contactable and they apparenty did not exchange recorded/documented quotes for the work/parts. *great working practice*. Called them myself and to my surprise someone picked up the phone... * Needless to say that the seals are still aged and the aerial socket is not working... *General implications: assigned property managers are hardly contactable, messages left for call backs that never happened, asked for transparency/status updates which never came, apologies won't fix things Summary: To date the poorest customer service I have ever received, and I have have seen the real world... From a tenant's point of view: useless and a waste of money. Not sure what landlords are charged and what service they receive but I complaint to the landlord. Will be moving out in a couple of weeks and are looking forward to it. However, sensing that this won't be smooth and seamless process given their track record. Disclaimer: This is solely concerning the Property Management branch/team, the estate agents were always helpful and quick.
What agent could do to change your mind?
Transparency, healthy work attitude with can-do mentality, *calling back when asked*, get things done and care about the tenants.
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Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 67% | 100% | £85,000 | £530,000 |
| Lettings | 50% | 40% | £270 | £2,400 |
Address
Felicity J Lord
Unit 3 C
South Quay Plaza
189 Marsh Wall, London, Greater London
E14 9SH
020 7987 6776
Services offered
- Sales
- Lettings
- Block Management
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- Conveyancing
- Mortgage Advice
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Felicity J Lord Branches (View All 26)
My wife dealt with their ...
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1 Star Review
By : 'Joe'
Services : Letting( As a Prospective Landlord/Tenant )
Rent PCM : £2400
Would you recommend ? : No
Postcode : E14
People found this helpful0
My wife dealt with their Lettings Manager (Ivan Moreira) at their Canary Wharf branch, we had a really unprofessional experience with Ivan. He does not respond to emails or return calls, very arrogant in character and blatantly lied to us about an offer being put on a two bedroom flat we wanted to ... Read Full Review
Comments (0)
My wife dealt with their Lettings Manager (Ivan Moreira) at their Canary Wharf branch, we had a really unprofessional experience with Ivan. He does not respond to emails or return calls, very arrogant in character and blatantly lied to us about an offer being put on a two bedroom flat we wanted to make an offer on.
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Joe Stanley said about Felicity J Lord
Services : Letting( As a Prospective Landlord/Tenant )Date: 7th Aug 2019
My wife dealt with their Lettings Manager (Ivan Moreira) at their Canary Wharf branch, we had a really unprofessional experience with Ivan. He does not respond to emails or return calls, very arrogant in character and blatantly lied to us about an offer being put on a two bedroom flat we wanted to make an offer on.
If this service we experienced is anything to go by, we would stay way clear from this agency because you risk wasting your time and left very disappointed.
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Keeps on doing wrong ...
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1 Star Review
Misha
By : 'Diago'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : E14
People found this helpful2
Does wrong contracts every year for tenant/Landlords when rolling contract for another year. Never replies to emails. Sub standard service. Avoid using this agency because the admin service is... Read Full Review
Comments on Agent Fees
N/A
Comments (1)Does wrong contracts every year for tenant/Landlords when rolling contract for another year. Never replies to emails.
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Diago said about Felicity J Lord
Services : Letting( As a Tenant )Date: 12th Aug 2018
Does wrong contracts every year for tenant/Landlords when rolling contract for another year. Never replies to emails.
Sub standard service.
Avoid using this agency because the admin service is terrible.
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By : Sarah
Aug 28, 2019The most unprofessional estate agents I've come across to date. They literally are cow boys, conning their incoming customers, lying through their teeth about the value of the properties and...
AVOID this agency at any ...
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1 Star Review
Ana
Misha
By : 'AVOID'
Services : Letting( As a Tenant )
Rent PCM : £1300
Would you recommend ? : No
Postcode : E14
People found this helpful0
AVOID this agency at any costs!!! We wanted to rent a one bedroom apartment in E14 and we got in touch with Ana. First she showed us a flat which was nothing like the one on the photos claimimg -"there must be some misunderstanding". Regardless we trusted her and she showed another flat,... Read Full Review
Comments (1)AVOID this agency at any costs!!! We wanted to rent a one bedroom apartment in E14 and we got in touch with Ana. First she showed us a flat which was nothing like the one on the photos claimimg -"there must be some misunderstanding". Regardless we trusted her and she showed another flat, which we really liked. She said the flat comes fully equipped with all the appliences and pieces of furniture except the corner sofa. (We specifically asked this from her.) Once we tranferred the required fees, the agency hardly ever replied to our emails. Including Misha and Ana. They only got in touch when we needed to pay. The referencing process is a hoax as well. You need to send your documents to Misha. In reality they use a website which is used by all the agencies ( later on we went with JLL and we had to upload our on documents on the website, instead of sending the copies to them). When we moved in the flat it was almost empty - kitchen was empty and most of the furniture disappeared. The walls were very dirty and Ana also claimed the house would have been re-painted as well before we move in. When we got in touch with her, she said "this was not written and we should have asked for these things in the contract". We were said by her that the house would come fully furnished and equipped inc kitchen utensils so we didnt think we should ask this specifically. She said we need speak with the landlady directly. This was a very stressful situation and the landlady was very upset as Ana was clearly miscommunicating towards to her as well. Luckily the landlady said she would provide us a full refund and we can move out from her property asap. We lived there for 5 days. We can call ourselves lucky to have been able to opt out. Ana never got in touch and never apologized. Whenever I called the office she was not there and when she picked up (once!) she was repeating the same things that we never asked these things in the contract. When I asked her manager she said the manager is not around, I said her no problem I'll call your head office. Then she said she will make her manager to call me in 10 mins.
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AVOID AT ANY COSTS said about Felicity J Lord
Services : Letting( As a Tenant )Date: 28th Feb 2018
AVOID this agency at any costs!!! We wanted to rent a one bedroom apartment in E14 and we got in touch with Ana. First she showed us a flat which was nothing like the one on the photos claimimg -"there must be some misunderstanding". Regardless we trusted her and she showed another flat, which we really liked. She said the flat comes fully equipped with all the appliences and pieces of furniture except the corner sofa. (We specifically asked this from her.) Once we tranferred the required fees, the agency hardly ever replied to our emails. Including Misha and Ana. They only got in touch when we needed to pay. The referencing process is a hoax as well. You need to send your documents to Misha. In reality they use a website which is used by all the agencies ( later on we went with JLL and we had to upload our on documents on the website, instead of sending the copies to them). When we moved in the flat it was almost empty - kitchen was empty and most of the furniture disappeared. The walls were very dirty and Ana also claimed the house would have been re-painted as well before we move in. When we got in touch with her, she said "this was not written and we should have asked for these things in the contract". We were said by her that the house would come fully furnished and equipped inc kitchen utensils so we didnt think we should ask this specifically. She said we need speak with the landlady directly. This was a very stressful situation and the landlady was very upset as Ana was clearly miscommunicating towards to her as well. Luckily the landlady said she would provide us a full refund and we can move out from her property asap. We lived there for 5 days. We can call ourselves lucky to have been able to opt out. Ana never got in touch and never apologized. Whenever I called the office she was not there and when she picked up (once!) she was repeating the same things that we never asked these things in the contract. When I asked her manager she said the manager is not around, I said her no problem I'll call your head office. Then she said she will make her manager to call me in 10 mins.
Very unprofessional the whole agency as it is and if you want to save yourself some nerves avoid them!
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By : ross
Mar 9, 2018Hi there, We're sorry to hear about the poor experience you had with our Canary Wharf branch. We understand the branch manager has attempted to call you to apologise and resolve the issue. She...
If you would like to have ...
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1 Star Review
By : 'SGP'
Services : Letting( As a Owner )
Rent PCM : £1300
Would you recommend ? : No
Postcode : E14
People found this helpful2
If you would like to have your money taken without a clear explanation of the fee structure then go with these guys. They seem to frustrate both the landlord and the tenant with their poor... Read Full Review
Comments on Agent Fees
Fees are way too high and there's no negotiation even though you've used them For several years. They charge the landlord and tenants separate fees.
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SGP said about Felicity J Lord
Services : Letting( As a Owner )Date: 3rd Oct 2017
If you would like to have your money taken without a clear explanation of the fee structure then go with these guys. They seem to frustrate both the landlord and the tenant with their poor communication.
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I don't have words to ...
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1 Star Review
Emma
By : 'Brijesh'
Services : Letting( As a Tenant )
Rent PCM : £1300
Would you recommend ? : No
Postcode : E14
People found this helpful1
I don't have words to describe how frustrated I am with this agency. Right from the day we have moved in, we have been constantly arguing with them over issues related to maintenance.Imagine something as basic as boiler and heating wasn't working. Irrespective of what the issue might be... Read Full Review
Comments on Agent Fees
considering the service they provide , one shouldn't be paying anything to them. They would any which ways mint money by providing unreasonably high quotes for maintenance.
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Brijesh Shivnani said about Felicity J Lord
Services : Letting( As a Tenant )Date: 2nd Oct 2017
I don't have words to describe how frustrated I am with this agency. Right from the day we have moved in, we have been constantly arguing with them over issues related to maintenance.Imagine something as basic as boiler and heating wasn't working. Irrespective of what the issue might be they always seem to favor the landlord or they would try and make money from maintenance issues either from tenant or landlord. They refuse to understand tenant's problems. I would strictly advise NOT to go with this agency and even escalating the issue to their management won't help.
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By : ross
Mar 9, 2018Hi there, We apologies for the poor experience you received with us, please email in to help@fjlord.co.uk so we can look into your experience. Thank...
Adam and his team were always ...
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4 Star Review
Adam
By : 'Happy'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : E14
People found this helpful0
Adam and his team were always very courteous and got back to me most of the time following queries. I was very pleased with the selling price they achieved for my apartment. There was a last minute repair needed to a cupboard just before completion and they found a repair person very quickly and... Read Full Review
Comments on Agent Fees
Reasonable fees
Comments (1)Adam and his team were always very courteous and got back to me most of the time following queries.
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Happy Seller said about Felicity J Lord
Services : Sales( As a Vendor )Date: 14th Sep 2017
Adam and his team were always very courteous and got back to me most of the time following queries.
I was very pleased with the selling price they achieved for my apartment.
There was a last minute repair needed to a cupboard just before completion and they found a repair person very quickly and at a reasonable price.
The UK's Largest Customer Review Website for the Property Industry
By : ross
Mar 9, 2018Hi there, Thanks for your kind words and thank you for the 4-star feedback. Have a wonderful...
Professional, courteous and ...
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5 Star Review
Adam
By : 'Excellent'
Services : Sales( As a Vendor )
Sold price : £530000
Would you recommend ? : Yes
Postcode : E14
People found this helpful0
Professional, courteous and effective, it was a pleasure to have Adam and the team at Felicity J Lord South Quay Plaza act as agents on our... Read Full Review
Comments on Agent Fees
Fees were reasonable
Comments (1)Was this helpful?:
Excellent agents said about Felicity J Lord
Services : Sales( As a Vendor )Date: 23rd Apr 2017
Professional, courteous and effective, it was a pleasure to have Adam and the team at Felicity J Lord South Quay Plaza act as agents on our sale.
The UK's Largest Customer Review Website for the Property Industry
By : ross
Mar 9, 2018Hi there, Thanks for your kind words and thank you for the 5-star feedback. Have a wonderful...
Honestly, It is the worst ...
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1 Star Review
By : 'Kayla'
Services : Letting( As a Owner )
Would you recommend ? : No
Postcode : E14
People found this helpful3
Honestly, It is the worst agency I ever dealt with. I asked them to manage my property and I have never been told that the Quality Tenants they found never paid the rent since they moved in. It was 5 month until I called up to check if anything is alright. Finally, they abandoned the... Read Full Review
Comments on Agent Fees
Higher than Market price.
Comments (1)Honestly, It is the worst agency I ever dealt with.
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Kayla said about Felicity J Lord
Services : Letting( As a Owner )Date: 16th Jan 2017
Honestly, It is the worst agency I ever dealt with.
I asked them to manage my property and I have never been told that the Quality Tenants they found never paid the rent since they moved in. It was 5 month until I called up to check if anything is alright. Finally, they abandoned the properties after 6 month. We have only got one month rent plus deposit back.
After discussing with the manager, they agreed to charge us the commission from the rent they have received however they charged full year commission without notifying us! Until I found out by myself and I was literally shocked!
Afterwards, I have sent countless emails and phone calls ever since Oct 2016 till now, my emails have never been replied or the person was in the meeting when I called up! it's already three month that I have been chasing the commission refund and it's still nowhere! I have been dealing with the previous tenant's issue for 4 month and now I have to deal with the agent! I swear to GOD, I'm usually very nice and I never write bad reviews about places but this time I have to!
Definitely I will tell all my Friends and Clients NOT to use Felicity J Lord ever again. They chase you if they want money but they completely ignore you when you need their help.
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By : Ross
Jan 18, 2017Hi Kayla, We're sorry to hear about your poor experience with our Canary Wharf branch. Please email in to our help team at help@fjlord.co.uk so we can...
The worst agency I ever dealt ...
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1 Star Review
By : 'LuCreps'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : E14
People found this helpful2
The worst agency I ever dealt with. When they wanted the money they were chasing everyday but when you need something from them, they ignore you and don't care about you. They look very professional at first but you will find out afterwards that they are the worst agency in London, and I swear to... Read Full Review
Comments on Agent Fees
Very bad
Comments (1)The worst agency I ever dealt with. When they wanted the money they were chasing everyday but when you need something from them, they ignore you and don't care about you.
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LuCreps said about Felicity J Lord
Services : Letting( As a Tenant )Date: 5th Oct 2016
The worst agency I ever dealt with. When they wanted the money they were chasing everyday but when you need something from them, they ignore you and don't care about you.
They look very professional at first but you will find out afterwards that they are the worst agency in London, and I swear to GOD, it's true! I'm usually very nice and I never write reviews about places but this time I have to! I always try to understand others but I simply can't understand them!
For sure I WON'T reccomand it to anyone, and actually I will tell all my Friends and Clients NOT to use Felicity J Lord.
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By : Ross
Oct 19, 2016Hi LuCreps, We're very sorry to hear about your poor experience with our Canary Wharf branch. We would like to investigate your experience further. Please email our help team at help@fjlord.co.uk...
An estate agent's role is to ...
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1 Star Review
Stephen
By : 'Any'
Services : Sales( Prospective Vendor/Buyer )
Would you recommend ? : No
Postcode : E14
People found this helpful0
An estate agent's role is to take offers and relay it to sellers of a property. In this respect l was utterly shocked when Steven Daley levelled accusations at me about insulting the owners just because he did not like the offer I put in on a property I had viewed with him. A very unprofessional... Read Full Review
What agent could do to change your mind?
No experience
Comments on Agent Fees
No experience
Comments (0)Was this helpful?:
Any property is only worth what a buyer is willing said about Felicity J Lord
Services : Sales( Prospective Vendor/Buyer )Date: 4th Aug 2016
An estate agent's role is to take offers and relay it to sellers of a property. In this respect l was utterly shocked when Steven Daley levelled accusations at me about insulting the owners just because he did not like the offer I put in on a property I had viewed with him. A very unprofessional side and typical nauseous behaviour of estate agents comes through when they don't see things going their way. I have previously had a poor experience with FJLord but in spite of that I went ahead with this agent as the property was is the right location.
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Worst agents ever.Spoke to 3 ...
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1 Star Review
By : 'Ravs'
Services : Sales( Prospective Vendor/Buyer )
Would you recommend ? : No
Postcode : E14
People found this helpful2
Worst agents ever.Spoke to 3 different people regarding buying flat in Canary Wharf and surrounding areas. All 3 were pushy as they know it all, not listening to my preferences at all, very disrespectful Even the first girl I spoke to mentioned this property is not our office, you have to call bow... Read Full Review
Comments (0)Worst agents ever.Spoke to 3 different people regarding buying flat in Canary Wharf and surrounding areas.
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Ravs said about Felicity J Lord
Services : Sales( Prospective Vendor/Buyer )Date: 13th Feb 2016
Worst agents ever.Spoke to 3 different people regarding buying flat in Canary Wharf and surrounding areas.
All 3 were pushy as they know it all, not listening to my preferences at all, very disrespectful
Even the first girl I spoke to mentioned this property is not our office, you have to call bow branch and the way she spoke was not polite at all.
Never going back to Felicity even if I like a property.......
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The worst letting agent I ...
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1 Star Review
By : 'Christopher'
Services : Letting( As a Tenant )
Rent PCM : £1213
Would you recommend ? : Yes
Postcode : E14
People found this helpful0
The worst letting agent I have ever dealt with. The flat had no hot water in the toilet, which is clearly unsanitary - this was never fixed. When we left the property, they lost �2,426.67 and couldn't find the payment on their system! This was only resolved because we had kept our own record... Read Full Review
What agent could do to change your mind?
The fees were overpriced, and didn't reflect the poor level of service we received
Comments on Agent Fees
The fees were overpriced, and didn't reflect the poor level of service we received
Comments (1)The worst letting agent I have ever dealt with. The flat had no hot water in the toilet, which is clearly unsanitary - this was never fixed. When we left the property, they lost �2,426.67 and couldn't find the payment on their system! This was only resolved because we had kept our own record and receipt. They also advertised a one bedroom flat, as a two bedroom flat - discovered from the original check in report. Two months later, and they have still failed to return our deposit...claiming delays in response from the landlord.
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Christopher said about Felicity J Lord
Services : Letting( As a Tenant )Date: 1st Feb 2016
The worst letting agent I have ever dealt with. The flat had no hot water in the toilet, which is clearly unsanitary - this was never fixed. When we left the property, they lost �2,426.67 and couldn't find the payment on their system! This was only resolved because we had kept our own record and receipt. They also advertised a one bedroom flat, as a two bedroom flat - discovered from the original check in report. Two months later, and they have still failed to return our deposit...claiming delays in response from the landlord.
The one and only redeeming member of staff was Abigail, who worked at their property management centre, who appeared to be the only person that knew what was going on.
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By : Felicity J Lord
Feb 1, 2016Hi Christopher, We're very sorry to hear about your poor experience with us. Please forward all the details, including your local branch name to...
We saw the 1-bed flat and ...
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1 Star Review
Joshua
By : 'Manh'
Services : Letting( As a Tenant )
Rent PCM : £270
Would you recommend ? : No
Postcode : E146
People found this helpful1
We saw the 1-bed flat and decided to move-in on 02/10/2015 with an agree of 6 months renting fee in advice. After signing the offer form they took £1,000 deposit from our credit card. We did submit all required documents; however, they said our guarantor does not meet their requirement (that... Read Full Review
What agent could do to change your mind?
Of course, refund our money
Comments (0)We saw the 1-bed flat and decided to move-in on 02/10/2015 with an agree of 6 months renting fee in advice. After signing the offer form they took £1,000 deposit from our credit card. We did submit all required documents; however, they said our guarantor does not meet their requirement (that has to own a house in UK - which not stated anywhere in the offer form). Finally, they do not let us move in and of course holding our money. It is extremely difficult to contact them (though they were calling us and pushing every hour before). What they have done to us: My wife is 8 month pregnant now and we have no place to live.
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Manh Chu said about Felicity J Lord
Services : Letting( As a Tenant )Date: 11th Oct 2015
We saw the 1-bed flat and decided to move-in on 02/10/2015 with an agree of 6 months renting fee in advice. After signing the offer form they took £1,000 deposit from our credit card. We did submit all required documents; however, they said our guarantor does not meet their requirement (that has to own a house in UK - which not stated anywhere in the offer form). Finally, they do not let us move in and of course holding our money. It is extremely difficult to contact them (though they were calling us and pushing every hour before). What they have done to us: My wife is 8 month pregnant now and we have no place to live.
Please be careful with this horrible agent to avoid problem as we are facing now.
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FJ Lord is a reliable agency, ...
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4 Star Review
Maria
Misha
By : 'Roni'
Services : Letting( As a Owner )
Rent PCM : £1600
Would you recommend ? : Yes
Postcode : E14
People found this helpful0
FJ Lord is a reliable agency, with which I worked intermittently since 2004. They are thorough in their checks of prospective tenants and AST terms, and keep prompt communication with the landlord throughout the tenant search period. On the down side, I sense that the agency over time has become ... Read Full Review
Comments (1)FJ Lord is a reliable agency, with which I worked intermittently since 2004. They are thorough in their checks of prospective tenants and AST terms, and keep prompt communication with the landlord throughout the tenant search period.
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Roni said about Felicity J Lord
Services : Letting( As a Owner )Date: 26th Feb 2015
FJ Lord is a reliable agency, with which I worked intermittently since 2004. They are thorough in their checks of prospective tenants and AST terms, and keep prompt communication with the landlord throughout the tenant search period.
On the down side, I sense that the agency over time has become overly preoccupied with paperwork and requirements which I don't understand the need for (e.g., requesting proof from the mortgage bank that indeed I am allowed to let, asking for head lease , and more). I never had such requirements before from any agents, and not sure if this is due to regulations enforced on all agents or simply trying to be 'more Catholic than the Pope'. Some common sense must be applied to everything...
I also take exception to being told lately, AFTER signing a lease with a tenant, that FJ Lord insists on being an intermediary - receiving the rent from the tenant and passing it to the landlord (although there is no property-management involved). I am upset particularly about being put in the corner, and not being told about it in advance. In any case, I do not see the benefit of such arrangement, and will consider in future using an agent that does not enforce such arrangement on the landlord.
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By : Customer Relations Manager
Mar 9, 2015Dear Roni, Thank you for your review. Please can you get in touch with us via email help@fjlord.co.uk so that we can investigate this. Many thanks Melanie Smith Customer Relations...
I recently sold my property ...
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5 Star Review
Andrew
By : 'J'
Services : Sales( As a Vendor )
Sold price : £320000
Would you recommend ? : Yes
Postcode : E14
People found this helpful0
I recently sold my property in Canary Wharf, and the South Quay office of Felicity J Lord acted as my agents. They provided a professional and courteous service; there were a few issues to deal with and the team in the office dealt with these pro actively giving me timely updates and advice.I... Read Full Review
Comments (1)Was this helpful?:
J Shelton said about Felicity J Lord
Services : Sales( As a Vendor )Date: 25th Feb 2015
I recently sold my property in Canary Wharf, and the South Quay office of Felicity J Lord acted as my agents. They provided a professional and courteous service; there were a few issues to deal with and the team in the office dealt with these pro actively giving me timely updates and advice.I received timely advice.
The UK's Largest Customer Review Website for the Property Industry
By : Customer Relations Manager
Mar 5, 2015Hi J Shelton Thank you for your review. We are really pleased to hear about the good service you received from the team. All the best for the future! Melanie Smith Customer Relations...
I'm writing this review ...
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1 Star Review
Misha
Marcus
By : 'Antony'
Services : Letting( As a Tenant )
Rent PCM : £1204
Would you recommend ? : No
Postcode : E14
People found this helpful4
I'm writing this review because I wish to warn people about the the level of service that this particular branch has provided me with during my tenancy period. I will address 3 instances in which I felt that their level service had been both poor and unprofessional. 1. Request for a study... Read Full Review
What agent could do to change your mind?
Re-examine the word \"Professionalism\"
Comments (0)I'm writing this review because I wish to warn people about the the level of service that this particular branch has provided me with during my tenancy period. I will address 3 instances in which I felt that their level service had been both poor and unprofessional.
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Antony T said about Felicity J Lord
Services : Letting( As a Tenant )Date: 16th Sep 2014
I'm writing this review because I wish to warn people about the the level of service that this particular branch has provided me with during my tenancy period. I will address 3 instances in which I felt that their level service had been both poor and unprofessional.
1. Request for a study table
The agent handling the negotiation of our contract was Marcus Docker and prior to the signing of the tenancy agreement, I had put in a request to him over the phone to speak to the landlord about my request for a study table and a sofa bed. He was initially reluctant to do so claiming that it was not part of the initial agreement which had been made by my father. Granted this part remains in dispute because my father stated that he told Marcus about it. But that aside since I do not have access to the landlord's contact details at that point because the tenancy agreement had not been produced yet, would it not be prudent for the agent to contact the landlord on my behalf about my request? I'm not asking for a renegotiation, it's merely a request and if it is rejected by the landlord, I'll accept his decision and buy my own furniture. Even after I pleaded with him to contact the landlord on my behalf, he reluctantly agreed to do it. However, nothing happened as I received no email update on whether my request had been put through or the landlord's response to it. The only email I received from Marcus after that was weeks later saying that he was leaving the Canary Wharf branch and that he was no longer responsible for the management of my landlord's property.
2. Negotiating the contract
The first year of my tenancy had ended so Felicity J Lord had sent me a letter saying that I had several options, either I'd agree to extend my tenancy for another year or discontinue or request for a renegotiation of the contract for the length of stay. Granted I had only seen the letter a week later because I was not present when it first arrived, so I called up the agent, Misha Lyons, who was responsible for my property. She promptly informed me that the landlord had raised the price of the rent and that the tenancy period was 1 year and the landlord had made it clear that this was non-negotiable. I was shocked because the letter had stated that there was the option of choosing to renegotiate the length of stay. So when I made known my confusion which she clarified rather impatiently and when I requested that she speak to the landlord on our behalf with regards to the length of stay about changing the length of the tenancy she told me rather rudely that I was "a tenant" and that I "do not get to make any demands" because I "do not pay the agents any money". I was stunned at her level un-professionalism. As far as I know agents are suppose to facilitate with the negotiations between landlord and even though regulation states that the agent's duty and obligation are to the client landlord they are to treat tenants as consumers and customers. I feel that her statement was made in an unprofessional manner and my level of expectation for a reasonable standard of service as a consumer is not met.
3. Claiming of deposit
Even after having received a confirmation agreement between myself and the landlord on the same day, the agent, Misha Lyons, sent the exact same email indicating that we must agree amongst ourselves on the amount to be deducted from the deposit.
It then took her a total of 9 days to respond to us and her excuse for not responding was that she was on vacation. Moreover, it was only after I sent another email to the central email account of the branch before she finally responded with a curt reply that my request "has been processed" and "please wait 3-5 days". This was done only after 3 repeated attempts to get her on the phone all of which were responded with the same excuse that she was busy and couldn't take our call.
It would appear that she is unaware of setting an automated response in her emails to indicate that she is away on vacation which is a common professional practice in today's world. I believe that there's a general expectation of a timely response from business-related email correspondence. If an email takes longer than 24 business hours to respond to, it can alarm or frustrate the sender which was what I experienced throughout the process of reclaiming my deposit.
Conclusion
In summing up, my advice is to stay clear of this branch unless you wish to be treated unprofessionally by inept staff who are great at making false promises and any hapless tenant's blood boil.
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Absolutely amazing. Had ...
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5 Star Review
Adam
Sung
By : 'Russell'
Services : Sales( As a Vendor )
Sold price : £85000
Would you recommend ? : Yes
Postcode : E14
People found this helpful0
Absolutely amazing. Had numerous issues as a result of my solicitor, and Adam was very courteous and ensured that the transaction went through as fast as possible. Being available at all times to g Deal with problems as they arose, and kept regular contact to update... Read Full Review
Comments (1)Absolutely amazing. Had numerous issues as a result of my solicitor, and Adam was very courteous and ensured that the transaction went through as fast as possible. Being available at all times to g
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Russell said about Felicity J Lord
Services : Sales( As a Vendor )Date: 6th Aug 2014
Absolutely amazing. Had numerous issues as a result of my solicitor, and Adam was very courteous and ensured that the transaction went through as fast as possible. Being available at all times to g
Deal with problems as they arose, and kept regular contact to update me.
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By : Customer Relations Manager
Aug 12, 2014Hi Russell, Many thanks for taking the time to write this review. We're really pleased to hear about your experience and the service you received from Adam and the team. All the best for the...
The service is terrible. I ...
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2 Star Review
By : 'eric'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE16
People found this helpful1
The service is terrible. I lived in a flat with broken boiler for over three months. eventually , I had to call environmental office of council to deal with them. All their excuses to no to do the repair are they can not contact the landlord. Horrible service. If you own them a penny , they will... Read Full Review
Comments (1)Was this helpful?:
eric said about Felicity J Lord
Services : Letting( As a Tenant )Date: 15th May 2014
The service is terrible. I lived in a flat with broken boiler for over three months. eventually , I had to call environmental office of council to deal with them. All their excuses to no to do the repair are they can not contact the landlord. Horrible service. If you own them a penny , they will call you in a minus.Will not use it second time. Avoid them.
The UK's Largest Customer Review Website for the Property Industry
By : Customer Relations Manager
May 27, 2014Dear Eric We are really sorry to hear about your experience and the service you received. Please could you email us with your name and contact details so we can look in to this:...
I am writing this review for ...
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1 Star Review
By : 'Sandra'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : E16
People found this helpful3
I am writing this review for others to be aware of their poor professionalism. I am not from here and just moved to London for work 2 months ago. They hassled me to obtain payments of deposit and other stuff but then the actual day I was moving in (the day I was moving to London with all my... Read Full Review
What agent could do to change your mind?
This agency lack professionalism and doesn\'t do their job. i wonder if they understand what their job is....
Comments (1)I am writing this review for others to be aware of their poor professionalism.
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Sandra said about Felicity J Lord
Services : Letting( As a Tenant )Date: 28th Apr 2014
I am writing this review for others to be aware of their poor professionalism.
I am not from here and just moved to London for work 2 months ago.
They hassled me to obtain payments of deposit and other stuff but then the actual day I was moving in (the day I was moving to London with all my luggages), first, there was no one of the agency there; only a contractor who has been assigned to perform the inventory and he was asked to give me the keys.
I was horrified when I entered the appartment with how dirty it was; it's unfortunate I cannot attach some photos. I straight away rang them to complain about the cleaning and at first they turned it as it was me being not satisfied with the cleaning while clearly none has been done. I had to go to their agency with all my luggages and say I don't want the keys unless a cleaning is performed. They then agree to send cleaners. I waited until 7pm and didn't see any cleaner and I had to go to a hotel for that night.
Once i sent them some photos of the initial state of the apartment with my hotel bill, they accept to refund the hotel bill. I have also requested a refund of the 1st day rent as I was paying for an empty property for a mistake which is not mine.
They only agree on refunding the hotel bill. This was about 2 months agao and I'm still waiting for the refund.
Everytime i send them email, they ignore it without replying; I call them several time in a day and tleave messages and they never return the calls.
These people are so unprofessionnal ! I'm actually shcoked and surprise they are still runing a business.
The professional cleaning they did was not good but at least better than how it was before.
There were few issues and things to be fixed and 2 months alter i'm still waiting.
When they eventually reply to me, all they say is we've actionned the refund. But then where is the money?
Anyway, I can't wait to leave the appartment and will never deal with them again. I would not recommend them to anyone either. They are not professionnal (service is so bad that they don't even reply to emails or return calls when you have a problem). All they care about is the money coming in.
I deduce the hotel cost from this month's rent and email them with all the details confirming what I did; guess what? no reply from them again ! I had to call them several time today to try to make sure we are ok as I don't want any incident payment recorded against me. And still....
Who run a business that way? Seriously? I would suggest to avoid them
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By : Customer Relations Manager
May 27, 2014Dear Sandra I am really sorry to hear about your experience and the service you received. Please could you email your full name and property details to customercare@fjlord.co.uk so I can look in...
Absolutely terrible estate ...
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1 Star Review
By : 'RA'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : E14
People found this helpful1
Absolutely terrible estate agent when you come to leave them. They were very helpful when looking for a property but when we decided to move they become very hostile. They kept getting the date that we gave our notice on incorrect, thereby wanting more rent than required. It is now 2 weeks after... Read Full Review
What agent could do to change your mind?
Nothing
Comments (0)Was this helpful?:
RA said about Felicity J Lord
Services : Letting( As a Tenant )Date: 14th Jan 2014
Absolutely terrible estate agent when you come to leave them. They were very helpful when looking for a property but when we decided to move they become very hostile. They kept getting the date that we gave our notice on incorrect, thereby wanting more rent than required. It is now 2 weeks after our move out date and they have not responded to 4 emails from me about repayment of my deposit, they have just gone completely silent on me. Whilst we lived in the property there was a flood above us and it took them 4 moths to get a quote for repair. This was never done so mould started to grow on the celing. The Property Management team just dont talk to eachother, you would speak to someone on one day and then another would call about the same thing the next day. Useless.
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