50% lettings valuation accuracy
42% lettings fee satisfaction
Feb 23,2012
Feb 23,2012
11
people found
this helpful
this helpful
I first used FJ Lord's letting agency as a tenant over 2 years ago. I found the viewing was very pressurised - they wanted a decision there and then, no time for me to consider for a few hours or discuss properly with my wife. Time was running out to find a place as my wife and I were moving from Leeds to London and our tenancy up north was shortly expiring, so I bit the bullet and agreed to the property during the viewing. They wanted the upfront fees ASAP - rent for the month ahead, deposit, agency fees ¢â‚¬â€œ totalling around £600. To my surprise, they wanted payment there and then, rather than me pay a holding deposit (that I was willing to accept would be non-returnable) and visit the agency the next day to pay the rest. So I had to transfer money over the phone with my banks so I had it all in one account so I could put it through on a debit card. Stressful? Yes! But anyway¢â‚¬Â¦
The first year of the tenancy goes by, we're happy where we are so decide to renew the tenancy for another 12 months. FJ Lord charged £60 for the new contract - that's £60 for changing a few dates ¢â‚¬â€œ which they also charge to the landlord so they get cash both ways. (The cost for renewing a contract at the end of the second year would have been £70 ¢â‚¬â€œ in fact, they tried to charge us £70 until my wife pointed out that our tenancy agreement noted the fee as £60). There was no rent increase though and the only person I have to thank for that is my landlord who managed the property herself (against FJ Lord's advice ¢â‚¬â€œ they told her that managing the property would be "too difficult as tenants would hassle her all the time" ¢â‚¬â€œ as it turned out, in 2 years we only had two problems that we needed to contact the landlady about).
The end of the second year of the tenancy approached and we were asked by letters and emails whether we wanted to renew the tenancy again - despite the agent knowing that our landlady was selling and therefore that we were moving. Unfortunately our fun with FJ Lord did not end there.
We had mistakenly overpaid our rent by 5 days in the last month of our tenancy and despite my wife bringing it to their attention almost 2 weeks ago we are still waiting for it ¢â‚¬â€œ in fact not just for the money itself, but simply a DATE as to when we can expect the money in our account. My wife has rang no less than 4 times and has sent emails chasing the whereabouts of our money. The lack of communication is appalling - my wife has to keep pushing for a response. The emails she received were completely unapologetic for the delay and she felt like she was constantly being fobbed off. Rather than receive updates as to the progress of the refund, as you would expect out of nothing other than good customer service, my wife has had to continue to chase and is still doing so at the time of writing.
We have also be told by the landlord that they have failed to pass on our rent to her on more than one occasion leaving the landlord to wait for it for over 2 weeks.
Yet another administrative blunder by FJ Lord was that they did not update their records with the fact that we paid an extra week's rent at the very start of our tenancy to allow us to thereafter pay rent later in the month. We got chasing letters for rent and when renewal came at the end of the first year and my wife pointed out the rental payment dates on the agreement were wrong she was told:¢â‚¬Â Rent is due on the 22nd, but I see you pay your rent late every month so if your landlord hasn't said anything, I would continue as you are.¢â‚¬Â My wife then had to point out that we didn't pay rent late, due to us having paid that extra week a year ago. When we applied for our new property, our (very lovely) landlord provided the reference. I would HATE to think what would have happened if that same administrative error led to FJ Lord incorrectly telling another lettings agent or referencing agency that we paid our rent late.
My whole experience of FJ Lord is that they are very unprofessional, rude at times and very bad at communication within their small 3 person team.
I am very glad to that I no longer have to deal with them and feel sorry for anyone about to sign ¢â‚¬â€œ I hope your experience is better than mine, but please know what you might be getting in to!
The first year of the tenancy goes by, we're happy where we are so decide to renew the tenancy for another 12 months. FJ Lord charged £60 for the new contract - that's £60 for changing a few dates ¢â‚¬â€œ which they also charge to the landlord so they get cash both ways. (The cost for renewing a contract at the end of the second year would have been £70 ¢â‚¬â€œ in fact, they tried to charge us £70 until my wife pointed out that our tenancy agreement noted the fee as £60). There was no rent increase though and the only person I have to thank for that is my landlord who managed the property herself (against FJ Lord's advice ¢â‚¬â€œ they told her that managing the property would be "too difficult as tenants would hassle her all the time" ¢â‚¬â€œ as it turned out, in 2 years we only had two problems that we needed to contact the landlady about).
The end of the second year of the tenancy approached and we were asked by letters and emails whether we wanted to renew the tenancy again - despite the agent knowing that our landlady was selling and therefore that we were moving. Unfortunately our fun with FJ Lord did not end there.
We had mistakenly overpaid our rent by 5 days in the last month of our tenancy and despite my wife bringing it to their attention almost 2 weeks ago we are still waiting for it ¢â‚¬â€œ in fact not just for the money itself, but simply a DATE as to when we can expect the money in our account. My wife has rang no less than 4 times and has sent emails chasing the whereabouts of our money. The lack of communication is appalling - my wife has to keep pushing for a response. The emails she received were completely unapologetic for the delay and she felt like she was constantly being fobbed off. Rather than receive updates as to the progress of the refund, as you would expect out of nothing other than good customer service, my wife has had to continue to chase and is still doing so at the time of writing.
We have also be told by the landlord that they have failed to pass on our rent to her on more than one occasion leaving the landlord to wait for it for over 2 weeks.
Yet another administrative blunder by FJ Lord was that they did not update their records with the fact that we paid an extra week's rent at the very start of our tenancy to allow us to thereafter pay rent later in the month. We got chasing letters for rent and when renewal came at the end of the first year and my wife pointed out the rental payment dates on the agreement were wrong she was told:¢â‚¬Â Rent is due on the 22nd, but I see you pay your rent late every month so if your landlord hasn't said anything, I would continue as you are.¢â‚¬Â My wife then had to point out that we didn't pay rent late, due to us having paid that extra week a year ago. When we applied for our new property, our (very lovely) landlord provided the reference. I would HATE to think what would have happened if that same administrative error led to FJ Lord incorrectly telling another lettings agent or referencing agency that we paid our rent late.
My whole experience of FJ Lord is that they are very unprofessional, rude at times and very bad at communication within their small 3 person team.
I am very glad to that I no longer have to deal with them and feel sorry for anyone about to sign ¢â‚¬â€œ I hope your experience is better than mine, but please know what you might be getting in to!
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Opening Hours
Address
Felicity J Lord
644-646 Mile End Road
Bow,London
Greater London
E3 4LH
020 8981 3666
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 50% | 42% | £1,085 | £1,650 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 2 | 4 | 26 | 0 | 0 | 2 | 0 | 0 | 11 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Feb 07,2023
Feb 07,2023
0
people found
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Felicity J Lord has been our agent for almost a year now, they are professional, calm, reassuring, and friendly. We had a few issues with our bedding, plumbing, etc., which were resolved accordingly. Ellie-Mai is our point of contact and she is very supportive and ...
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Jan 11,2023
Jan 11,2023
0
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Once again Ellie Mai Hannan has been extremely efficient and helpful!!
Thank you very much for sorting out everything very quickly!!...
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Dec 14,2022
Dec 14,2022
1
people found
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this helpful
Quality of service is just pathetic. Everything is going well until they get your money and signature on the contract, after this you can expect them to get anything done. They treat their tenants in the very disrespectful way, keep ignoring their queries for months. ...
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Nov 17,2022
Nov 17,2022
0
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As always excellent service! This time from Ellie-Mai Hannan, very kind and very quick in sorting out whatever problem
Thanks!!
Francesco...
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Apr 26,2022
Apr 26,2022
2
people found
this helpful
this helpful
They advertise properties at one price and give a sales pitch about the landlord accepting profiles however just go with the highest offer. I went to view a property that I fell in love with and put in a significantly high offer which was accepted ...
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Sep 17,2021
Sep 17,2021
1
people found
this helpful
this helpful
Felicity is the name of your long lost family cousin who only contacts you when in need of cash... This felicity lives up to that stereotype. I was renting a flat with this agent for around 3 years, and as long as they need you to ...
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Sep 22, 2021
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(1)
We are sorry that there have been issues relating to the release of the deposit. We are only able to release a deposit following authorisation from both the landlord and the tenant. Unfortunately, there was a delay in the landlord confirming and you should have been informed of this. We would like to apologise that your end experience was not as it should have been.
If you would like to discuss this further, please feel free to email [email protected] ...
May 17,2021
May 17,2021
0
people found
this helpful
this helpful
The team in Bow did a great job for me! They have been extremely professional and helpful for the entire renting process: from the viewings to the contract. I have to particularly thank Auguste for her kindness and problem-solver attitude!
Finally a letting agency I ...
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Mar 18,2021
Mar 18,2021
0
people found
this helpful
this helpful
Absolutely abysmal customer service. Requested to see two properties well in advance, the first property was not as advertised, it will still being worked on. The second one I was not able to see as it was cancelled last minute with no explanation. When I ...
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Jan 23,2021
Jan 23,2021
1
people found
this helpful
this helpful
Called me regarding a property I was interested in. Agent was meant to call back in the afternoon, he did not. Eventually, I made a call and got through to a colleague who mentioned the agent that was dealing with me would call back.
I ...
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Nov 06,2020
Nov 06,2020
2
people found
this helpful
this helpful
In total:
- Constantly lie
- No feedback
- Do not answer questions
- Do not call back
- Ignore emails and questions asked
More details:
Everything is fine at the stage of searching for and signing an apartment lease agreement, but after the conclusion ...
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Sep 07,2020
Sep 07,2020
0
people found
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The Bow office were ok at first, the start of the tenancy was all handled professionally with no fuss. I expect with a reasonable landlord they would be ok. However, when our landlord (24 Oxley Square) tried (and failed) to bully us into not exercising a ...
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Sep 13,2018
Sep 13,2018
2
people found
this helpful
this helpful
In the beginning they were really nice and helpful but when we had the first issue everything changed. They were really unhelpful, i sent a couple of emails regarding a few issues in the house and they never emailed me email back. Once we told ...
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Comment on agent fees
BAD
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Feb 27,2017
Feb 27,2017
0
people found
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Really really disappointed. Moved two weeks back. The house is managed by F J Lord and has numerous issues. None have been rectified until today . Even basic things like the bathroom extractor fan is lying damaged since the day we moved in. The mattress has ...
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Comment on agent fees
Very high for the type of service provided.
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Nov 30,2016
Nov 30,2016
0
people found
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All,
Usually in my life i dont bother writing reviews.
But this time these agents have blown things out of proprtion. Firstly when I lived in the house, the agents never responded or actually seek to rectify any of the problems in the house.
These ...
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Dec 02, 2016
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(1)
Hi Bethnal Green,
We're very sorry to hear about your poor experience with our Bow branch. We have a help team which investigates cases like yours further. Please forward all the details to them at [email protected] so they can look into your case.
Apologies again,
Regards,
Ross ...
Aug 21,2015
Aug 21,2015
1
people found
this helpful
this helpful
I tend to be quite savvy and when I read the reviews on Felicity J Lord before registering as a buyer I didn't expect much. I registered with a chap called Immanuel you seemed very enthusiastic and knowledgeable.
I then went on a number of ...
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Sep 07, 2015
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Hi there
Thank you for your review, we are pleased to hear about your experience with our Bow branch and the service you received from Immanuel and team.
All the best!
Melanie Smith
Customer Relations Manager ...
Aug 21,2015
Aug 21,2015
1
people found
this helpful
this helpful
I tend to be quite savy and when I read the reviews on Felicity J Lord before registering as a buyer I didn't expect much. I registered with a chap called Immanuel you seemed very enthusiatic and knowledgable.
I then went on a number of ...
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Jun 04,2015
Jun 04,2015
1
people found
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Visited on a Saturday afternoon. They were all very disorganised. One agent saw me, half way through he made his apologies to serve a different customer. After 5 minutes one of his colleagues came to try to assist, we had to start from the beginning. In ...
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Jul 15, 2015
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(1)
Hello
I'm really sorry to hear about this. I have passed your comments on but if I can assist any further please don't hesitate to contact me via email at [email protected]
Many thanks
Melanie Smith
Customer Relations Manager ...
Feb 11,2015
Feb 11,2015
2
people found
this helpful
this helpful
Signed an agreement to lease, provided all documents and paid and everything. Got a call the week before I was supposed to move out that the tenants were taking advantage of the fact that the landlord improperly documented their intention to move out and were ...
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Feb 19, 2015
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(1)
Hello
We're really sorry to hear about this. Customer service is extremely important to us and I would like the opportunity to look into this for you - please email [email protected]
Many thanks
Melanie Smith
Customer Relations Manager ...
Jul 22,2014
Jul 22,2014
0
people found
this helpful
this helpful
Totally unprofessional. Booked in a viewing. When I turned up, the agent who was supposed to take me was not in. I was in turn told by another agent to wait as the agent who was going to take me to the viewings was "running ...
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Jul 29, 2014
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Dear Shan,
We are very sorry to hear about your experience and the service you received. Customer service is important to us at Felicity J Lord and we would like the opportunity to look in to this for you. Please can you email the full details, who you dealt with and the property you were interested in to [email protected].
Many thanks,
Melanie Smith, Customer Relations Manager. ...
Apr 29,2014
Apr 29,2014
2
people found
this helpful
this helpful
I am currently still having to use the Mile End Branch and unfortunately am still having to deal with them now.
This is exactly what is happening/ has happened to us. They have done nothing but lie to us and ignore us (which we have ...
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What agent could do to change your mind?
NothingAttached Filesnbsp;
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May 27, 2014
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Dear customer
We are really sorry to hear about this. Customer service is important to us and we would like the opportunity to look in to this - please could you email [email protected] with your full name and property details so we can look in to this and take this further.
Many thanks
Melanie Smith, Customer Relations Manager ...
Jun 13,2013
Jun 13,2013
4
people found
this helpful
this helpful
We rented a property through this agent over a year ago. Initially staff we polite and brisk, all questions would be answered after we took the property. The fees were easily the highest we have ever paid at over £900! As soon as we took the ...
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What agent could do to change your mind?
Answer the phone at weekends. Do what they have said they would do. Call us back. Be polite. Be apologetic. Never promise to do something they have no intention of doing. Do not lie.Attached Filesnbsp;
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Jun 10,2013
Jun 10,2013
1
people found
this helpful
this helpful
I decided to write this review because it serves a warning to other prospective customers.
I have experience from rental and buying prospects and I must state the customer service is terrible. When you walk in to the branch, the staff members are too busy ...
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Mar 11,2013
Mar 11,2013
4
people found
this helpful
this helpful
Felicity J Lord has around 10 properties advertised as being for sale at the same location, all showing the same photos, same description, no floorplans and various prices. Still hoping that they might be legitimate I tried calling and emailing multiple times to arrange viewings, was ...
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Jan 15,2013
Jan 15,2013
2
people found
this helpful
this helpful
I cannot speak for the other branches or agents. However I had a really positive experience dealing with Yan at the Bow branch. After searching for months she found me a property in a matter of days. She got me a great price, talked me ...
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Jan 14,2013
Jan 14,2013
4
people found
this helpful
this helpful
I had gone onto there website to see if they covered my area which they say they did. I asked for a call back, which came from Hart there sister company. I explained to the gentleman that I did not want to use Hart because ...
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What agent could do to change your mind?
All they had to do was to pick up the telephone and phoned. I would have then found another agent in my area.Attached Filesnbsp;
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Jan 07,2013
Jan 07,2013
3
people found
this helpful
this helpful
It amazes me how rude people can be. I called Felicity J Lord to try and organise a viewing and on originally agreeing a time to view the property, I was called back from a manager saying I was unable to view the property as ...
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What agent could do to change your mind?
Unacceptable attitude and lack of respect. Very pushy.Attached Filesnbsp;
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Dec 06,2012
Dec 06,2012
1
people found
this helpful
this helpful
I have recently rented a property with Felicity J Lord through the Bow office. I have relocated to London for work and had no previous experience of living in London. I was dealing with Leo who was very detailed with explaining about the best ways ...
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Nov 26,2012
Nov 26,2012
7
people found
this helpful
this helpful
There are no words to express how angry and disappointed i am after dealing with this agency. The amount of lies and false promises i received from Leo is just unbelievable. The flat i just moved in was advertised as a long term contract and ...
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What agent could do to change your mind?
be honestAttached Filesnbsp;
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Nov 19,2012
Nov 19,2012
7
people found
this helpful
this helpful
I was a tenant in a FJ Lord-let property for two years and I really have to say that their attitude to customers who are tenants is horrific. They are pushy and overbearing and then once you have rented and paid they pay you little ...
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Oct 15,2012
Oct 15,2012
11
people found
this helpful
this helpful
I cannot stress enough how upset and angry i am at this letting agent. At the start of our tenancy a year and a bit ago we were treat like children, made to feel inadequate and spoken to like we were a nuisance particularly by ...
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What agent could do to change your mind?
The absolute opposite of everything it did for me.Attached Filesnbsp;
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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 available.
