100% lettings valuation accuracy
33% lettings fee satisfaction
Jul 07,2014
Jul 07,2014
1
people found
this helpful
this helpful
For property management avoid FJLord completely. I had the unfortunate experience of paying 13% for my flat to be managed and it resulted in me having to manage the property managers whilst making expensive international phone calls to get the simplest tasks completed because they can't seem to understand the concept of email communications.
They sell a "dedicated" property management team, what you actually get is a few under qualified people who rarely reply to emails, cannot manage their workload effectively and need constant reminding for any resolution. In short below is a sample of the issues I faced:
- No set SLA reply to landlords so no incentive for staff to reply
- Staff take on personal work then go on holiday without a handover or out of office notifications
- Slow or no response, needed to be chased multiple times and eventually escalated to managers
- Emails remain un-replied
- Expensive and incompetent check in an check out staff. They didn't collect my keys on checkout and missed a whole host of basic things
- Had to be two chased times to refund management fees and maintenance float upon early end of tenancy
- I was incorrectly billed and charged for services that prior agreed (in writing) as free
- Staff don't know their own complaints escalation process
The most disappointing part of the whole process was the menial compensation offered even after their most senior staff admitted fault for the items listed above. I am now progressing this with the property ombudsman,
They sell a "dedicated" property management team, what you actually get is a few under qualified people who rarely reply to emails, cannot manage their workload effectively and need constant reminding for any resolution. In short below is a sample of the issues I faced:
- No set SLA reply to landlords so no incentive for staff to reply
- Staff take on personal work then go on holiday without a handover or out of office notifications
- Slow or no response, needed to be chased multiple times and eventually escalated to managers
- Emails remain un-replied
- Expensive and incompetent check in an check out staff. They didn't collect my keys on checkout and missed a whole host of basic things
- Had to be two chased times to refund management fees and maintenance float upon early end of tenancy
- I was incorrectly billed and charged for services that prior agreed (in writing) as free
- Staff don't know their own complaints escalation process
The most disappointing part of the whole process was the menial compensation offered even after their most senior staff admitted fault for the items listed above. I am now progressing this with the property ombudsman,
What agent could do to change your mind?
- Delivered on the agreed services - Improve communication within the company, between branch, management and billing - Train staff on escelation process, to be competent to deal with and reply to customer requestsAttached Filesnbsp;
Comment on agent fees
The fees were in line with other agents in the area, however the service was so disappointing and of low quality that probably any agent would have been better.
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Opening Hours
Address
Felicity J Lord
3 Greenwich South Street
Greenwich,London
Greater London
SE10 8NW
020 8269 0844
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 33% | £1,450 | £2,100 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 2 | 0 | 3 | 0 | 0 | 0 | 0 | 0 | 3 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Nov 22,2023
Nov 22,2023
0
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Felicity J Lord (Greenwich Lettings) made multiple serious errors in our tenancy application and refused to engage in conversation in writing, resulting in a three-month fight for a full refund of our £500 holding deposit, which was eventually gained thanks to the perseverance of the Property ...
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Sep 05,2021
Sep 05,2021
0
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Well where do I begin...FJL might not tell you that they take all fees upfront. So you might find yourself out of pocket for the first few months of tenancy. But the problems don't stop there.
I suspect having earned their commission the interest ...
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Jun 07,2021
Jun 07,2021
0
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Really disappointed with this agent. Being a train journey away from London, we started inquiring about one of their properties a week and a half in advance before we planned to go to London for some viewings but kept being told to call closer to ...
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Feb 12,2018
Feb 12,2018
4
people found
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Make sure you do not trust anything they say verbally. They both do not respond to emails and also do not record anything that was discussed verbally. Do not move forward until you get it all down on email....
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Comment on agent fees
You pay the fees and they do half the work. It's very stressful using them.
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Feb 12, 2018
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(1)
Hi there,
We're very sorry to hear this, we value all feedback and have already provided you with a detailed response to the matter above.
Thank you,
Regards
Ross ...
Apr 27,2017
Apr 27,2017
2
people found
this helpful
this helpful
Verbally agreed to waive letting fees as the property was also being shown by Alex Neil then reneged on the offer once we had sent the deposit over costing an extra £400. My own stupid fault for trusting an estate agent, my advice would be that ...
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Comment on agent fees
‚£400 more than they agreed, bargain.
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Oct 26,2015
Oct 26,2015
1
people found
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this helpful
I rented a flat via their agency and I am very unhappy the way this agency dealt with the whole process from the beginning. They never answer my emails and are very evasive and condescending over the phone. It's hard to understand why I paid ...
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Nov 10, 2015
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(1)
Good evening,
We are really sorry to read this. Would you mind emailing the details to [email protected] so we can investigate the problems you faced further? Thank you.
Melanie Smith, Customer Relations Manager ...
Jul 07,2014
Jul 07,2014
1
people found
this helpful
this helpful
For property management avoid FJLord completely. I had the unfortunate experience of paying 13% for my flat to be managed and it resulted in me having to manage the property managers whilst making expensive international phone calls to get the simplest tasks completed because they can't ...
read full review
read full review
What agent could do to change your mind?
- Delivered on the agreed services - Improve communication within the company, between branch, management and billing - Train staff on escelation process, to be competent to deal with and reply to customer requestsAttached Filesnbsp;
Comment on agent fees
The fees were in line with other agents in the area, however the service was so disappointing and of low quality that probably any agent would have been better.
Was this helpful?
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Jul 22, 2014
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(1)
Dear Landlord111,
I'm really sorry to hear about your experience and the service you received. Please can you email [email protected] with your name and property details so we can investigate this. We do not condone poor service and would like the opportunity to try and rectify the situation.
Many thanks, Melanie Smith, Customer Relations Manager ...
Sep 24,2013
Sep 24,2013
3
people found
this helpful
this helpful
Lauren told me about a property available last wednesday and I agreed to view it on thursday. I turned up, however she told me when I arrived that they had no keys, it was a wasted journey for me, but I gave them the benefit ...
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Lauren
(8)
Lauren
(1)
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.
I'm really sorry to hear about your experience and the service you received. Please can you email [email protected] with your name and property details so we can investigate this. We do not condone poor service and would like the opportunity to try and rectify the situation.
Many thanks, Melanie Smith, Customer Relations Manager