If you are looking to use Felicity J Lord as either a tenant or landlord, I implore you to read this beforehand. I have been renting in London for almost 20 years with and I have NEVER been subjected to the level of incompetence and unprofessionalism from a letting agent (or in fact, any organisation period) as I have the past 2 ½ years and counting, spread across the Stoke Newington, Bow and currently Islington branches. **(tldr version: Moved out of a property 5 months ago. The company is wilfully ignoring us in an amicable negotiation with the previous landlord to receive deposit money back. Incorrect valuations caused us to spend thousands moving in AND moving out of a home we loved. Took payment from our landlord for works carried out at the rental property but didn't carry out the work)** My 6 months pregnant partner and I were accepted to rent a property managed by FJL Stoke Newington in September 2021, subject to reference checks. We were given the incorrect salary threshold in the midst of the checks which caused a highly stressful situation where we had already given notice on our current rental and were not sure we would be able to rent the new property (and being told we would not receive our deposit back if we pulled out). By the time the mistake had been verified and rectified by us with no apology forthcoming from the letting agent, I had already instructed my accountant to file an early tax return as an extra expense we didn't need alongside the acute stress and frustration we were forced to deal with during this process as an expectant couple. In our two years living in the property, we had issues with certain appliances and the filter system. One such event was the washing machine, which was not operating effectively. My partner and I, now new parents, called, left emails and physically visited the FJL Stoke Newington branch for MONTHS but didn't receive any assistance to our issue. We had an ongoing request to check the extractor fan system was operating as it should be in our baby's bedroom, as the heat was going to become a big issue in the hotter months. Only after countless more calls, emails and visits to the branch, we were instructed that the property manager looking after us no longer worked at the Stoke Newington and that our property was now in the care of the Bow branch. We were put in touch with someone who could assist us. Of course, they ghosted us after an initial email. I managed to speak to a property manager on the phone who attempted to gaslight me by saying I was 'expecting things to be done on my time' and wasn't willing to be cooperative until I made a firm point at how unacceptable their behaviour and our treatment so far had been. I did receive an apology email after our call and assurance that the matter was now in their hands directly and would be dealt with accordingly. I subsequently never heard from that property manager regarding the fan again. We were informed by the landlord towards the end of our tenancy that the rent would be going up by an EXTRA £1250pm. We were not able to afford this amount and therefore started looking for a new property in a highly volatile market. We finally managed to secure a new place when the landlord informed us that he was given an incorrect valuation by FJL, had the property valued elsewhere and would raise it to an amount that would have been acceptable to us to stay in a property we loved. By this point, we had packed up and paid a significant amount of money to move to the new property. During our final month of the lease, FJL didn't contact us ONCE. We had to liaise directly with their partners for inspection and key-drop services, there was no courtesy email regarding our exit from the property or deposit details. I also had to email them and cc in the landlord about some work he instructed them to carry out but they didn't complete. Yet still charged the landlord in full!! We waited almost a month to receive the check-out report and details of our deposit return from the Islington PM team. When nothing was forthcoming despite chasing, we had to go to the landlord direct to check if he had received any contact, which he hadn't. As he also had a long list of grievances to discuss with FJL, he contacted the PM team and only then did we receive the report, which suggested everything was in order and we should receive our full deposit back. However, due to the huge delay (contravening TDS regulations) by FJL in receiving the report, the landlord visited the property direct and felt that the report didn't reflect some of the wear and tear that had occurred during our stay. Out of goodwill, we agreed that he could get a quote from a contractor for work and we could negotiate from there. He also asked the PM to release 75% of our funds, which they did after weeks zero response to his request. The landlord received a quote which reflected wear and tear over 5 years of the property rental, and not solely from our time. We have asked the PM in charge of the negotiation to clarify our rights and negotiate with the landlord, however haven't received a single response since December 16th 2023 from them. I spoke to one of their colleagues, who promised me twice they would look into it and is now not responding to emails and calls. I have also twice emailed the manager of the PM team (once with the Area Lettings Director cc'd) with zero response. As one can imagine, this has been a horrible cloud hanging over us when we should have been settling into our new home and Christmas, especially in the midst of a cost of living crisis. The PM team in Islington NEVER pick up the phone on their direct line and it doesn't offer a messaging or call-back service. I have also tried calling the general office lines through the week with zero pick-up. The only employees at FJL who have treated us with any professional courtesy and empathy are the concierge switchboard team. If you are looking to or rent in similar areas, I highly recommend Location Location. Despite not engaging with us directly, we found their agents showed genuine care and interest in their roles, customers and purpose. I don't work for or have any affiliation with them or the wider lettings industry, but good customer service is remembered and should be recommended. I am at the point with FJL that the bar they have set for customer service is so low, I consider someone picking up the phone at their offices to be a big achievement for them. Don't be fooled by the pretty fonts and marketing of FJL, it doesn't reflect the low-grade output of the employees.