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1.4/5, 9 Reviews
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"We moved 250 miles north, and ..."
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1 Star Review
By : 'disgruntledd206'
Services : Letting(As a Owner)
Would you recommend ? : No
Postcode : SE18
19 May 2014
People found this helpful4
We moved 250 miles north, and were due a baby (and therefore unable to make repeated trips to London), it was important for us to know that a team on the ground would be able to deal with any concerns that either we or the tenant may have. However, we feel that Felicity J Lord have seriously failed in their undertaking as a management company in some major instances. First and foremost, property inspections should have been carried out on the property on a yearly basis. At no point during the nearly four years that Felicity Lord have been managing our flat have we EVER received a property inspection notice, nor even been made aware that one has been carried out. It was only due to my father and father in law telling us in regard to the issues we are currently experiencing with the tenant that we should be receiving these reports that I checked our contract and found this out. I spoke to FJL agents on the phone , and was informed that an inspection took place six months previously, the first in over three years! but we hadn't been made aware. Furthermore, that inspection found serious damage to our property, which was never communicated to us! We left our flat in pristine condition, having lived there for three years, and never had an issue with damp in the bathrooms. We understand that there will be fair wear and tear to the property, but the condition the flat is currently is in is far beyond that, and for us to not be made aware of it is absolutely ridiculous. There is mould all over the bathroom ceiling. Thewalls are also covered in mould. The toilet seats are completely broken. There are water marks by an access port in the kitchen. NONE of this was communicated to us. We have previously had an issue with the tenant where the extractor fan in the bathroom broke. We have no issue in that this needed to be replaced. However, she did not inform anyone that it had broken, until the bathroom started to go mouldy due to insufficient ventilation. We paid in excess of £800 + VAT to get the extractor fan replaced, and the bathroom completely stripped and repainted with waterproof/mould proof paint. Now, not only do we feel that Felicity J Lord have not been acting in our best interests, but as a management agency, haven't actually been managing our property effectively at all. Our major issues, summarised, are thus: • We have never received a property inspection report • The property inspection of October 2013 turned up serious issues and damage that were never communicated to us, and potentially affected the sale price of our property • Dampness in the bathroom was previously brought to our attention and rectified. Our concerns were aired about the tenant allowing it to get to that point by not communicating the broken extractor fan (indeed, she didn't even tell us the fan was broken, that was found out by the attending contractor!!!), and therefore she was the cause of the resulting cosmetic damage. Despite this, we were still made to pay for the cosmetic damage. DO NOT USE FELICITY J LORD/SPICERHAART FOR LETTINGS! THEY ARE A HORRENDOUS, AWFUL COMPANY WHO ONLY CARE ABOUT TAKING YOUR MONEY!!!!!!
What agent could do to change your mind?
a: performed property visits b: informed us of work requiring done c: responded to complaints in a timely manner d: DONE THE JOB WE PAID THEM TO DO
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By : Customer Relations Manager
27 May 2014Dear customer We are really sorry to hear about your experience and the service you received. Customer service is important to us here at Felicity J Lord and we would like the opportunity to look in to this further. Please could you email your contact details, name and property details to customercare@fjlord.co.uk and we will take this further. Many thanks Melanie Smith, Customer Relations Manager
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Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Letting | 100% | 20.00% | £1,100 | £1,200 |
Address
Felicity J Lord
23 Tranquil Vale, Blackheath Village, London, Greater London
SE3 0BU
020 8852 9522
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Felicity J Lord Branches (View All 26)
Lily Porter Just to say that ...
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5 Star Review
Lily
By : 'John'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : SE13
4 Sept 2023
People found this helpful0
Lily Porter Just to say that as a tenant in a property managed by Lily Porter at Felicity J Lord Greenwich I have experienced very high quality tenancy management from Lily and the team. Lily is an excellent property manager, a pleasure to work with and I am very happy to provide a great... Read Full Review
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Lily Porter
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John B said about Felicity J Lord
Services : Letting( As a Tenant )Date: 4th Sep 2023
Lily Porter
Just to say that as a tenant in a property managed by Lily Porter at Felicity J Lord Greenwich I have experienced very high quality tenancy management from Lily and the team. Lily is an excellent property manager, a pleasure to work with and I am very happy to provide a great review. John B
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Incompetent lettings ...
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1 Star Review
Lisa
By : 'Sarah'
Services : Letting( As a Owner )
Rent PCM : £1100
Would you recommend ? : No
Postcode : SE12
27 Aug 2021
People found this helpful1
Lisa hendry at Blackheath village branch is incompetent at managing properties. I have tried to give her the benefit of the doubt over a number of years but she is still useless as is her management department. They don’t bother to answer emails and lie about what they have done. FJL head ... Read Full Review
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Sarah said about Felicity J Lord
Services : Letting( As a Owner )Date: 27th Aug 2021
Lisa hendry at Blackheath village branch is incompetent at managing properties. I have tried to give her the benefit of the doubt over a number of years but she is still useless as is her management department. They don’t bother to answer emails and lie about what they have done. FJL head office management support their staff snd never the customer. As a landlord who wants his tenants looked after and rent paid to you on time i would strongly suggest you find another company and lettings manager to deal with.
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Terrible - keep ...
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1 Star Review
By : 'Marie'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE18
19 Nov 2018
People found this helpful1
They are just terrible, maybe rogue category. Their advertisement is misleading, their customer service is poor and the property that I rented was delivered to a totally different state than promised i.e. the state was advertised and assured by the agent as excellent and I entered a smelly, dirty... Read Full Review
Comments (0)They are just terrible, maybe rogue category. Their advertisement is misleading, their customer service is poor and the property that I rented was delivered to a totally different state than promised i.e. the state was advertised and assured by the agent as excellent and I entered a smelly, dirty and dysfunctional property. Their stance is that the property is not in an uninhabitable state, because presumably, according to the agency's standards, they have exercised due care and skill as long as the property is not in a totally uninhabitable state.
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Marie Helene said about Felicity J Lord
Services : Letting( As a Tenant )Date: 19th Nov 2018
They are just terrible, maybe rogue category. Their advertisement is misleading, their customer service is poor and the property that I rented was delivered to a totally different state than promised i.e. the state was advertised and assured by the agent as excellent and I entered a smelly, dirty and dysfunctional property. Their stance is that the property is not in an uninhabitable state, because presumably, according to the agency's standards, they have exercised due care and skill as long as the property is not in a totally uninhabitable state.
You've been warned, keep away..
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Disappointed ...
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1 Star Review
By : 'A'
Services : Letting( As a Owner )
Rent PCM : £1200
Would you recommend ? : No
Postcode : SE18
18 Apr 2018
People found this helpful0
We had used this agent to let out our flat for a good few years now but their quality of services declined dramatically. One of their staffs was particularly rude and they made a few mistakes on simple things like key collections and date of the tenancy contract etc. We understood everyone made... Read Full Review
Comments on Agent Fees
Too high in term of the service it provides.
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A Landlord said about Felicity J Lord
Services : Letting( As a Owner )Date: 17th Apr 2018
We had used this agent to let out our flat for a good few years now but their quality of services declined dramatically. One of their staffs was particularly rude and they made a few mistakes on simple things like key collections and date of the tenancy contract etc. We understood everyone made mistakes but when we asked them to rectify the mistakes , she just blamed it on us.
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Unjustified fees!! My ...
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1 Star Review
By : 'T.Turner'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE13
10 Jun 2015
People found this helpful0
Unjustified fees!! My boyfriend has been renting from them for the past few years, his contract ended, and chose not to renew it and we found another place. As with every new property to rent, referencing is required, pretty standard. Not standard when you have to pay �30, for them to give a... Read Full Review
Comments (1)Unjustified fees!!
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T.Turner said about Felicity J Lord
Services : Letting( As a Tenant )Date: 9th Jun 2015
Unjustified fees!!
My boyfriend has been renting from them for the past few years, his contract ended, and chose not to renew it and we found another place.
As with every new property to rent, referencing is required, pretty standard. Not standard when you have to pay �30, for them to give a reference for my new place!! I could not belive it, this was not in his contract, and we couldn't see it anywhere in writing anywhere else....yet we didn't have much choice in paying it, otherwise we couldn't complete referencing. Not a high amount I realise, but the fact they put a price on every single tiny thing they do is not acceptable.
My boyfriend and I will definately NOT be dealing with Felicity J Lord in the future.
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By : Customer Relations Manager
15 Jul 2015Hi T.Turner I'm really sorry to hear this. Please could you email help@fjlord.co.uk and we can look in to this for you. Many thanks Melanie Smith Customer Relations...
We moved 250 miles north, and ...
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1 Star Review
By : 'disgruntledd206'
Services : Letting( As a Owner )
Would you recommend ? : No
Postcode : SE18
19 May 2014
People found this helpful4
We moved 250 miles north, and were due a baby (and therefore unable to make repeated trips to London), it was important for us to know that a team on the ground would be able to deal with any concerns that either we or the tenant may have. However, we feel that Felicity J Lord have seriously... Read Full Review
What agent could do to change your mind?
a: performed property visits b: informed us of work requiring done c: responded to complaints in a timely manner d: DONE THE JOB WE PAID THEM TO DO
Comments (1)We moved 250 miles north, and were due a baby (and therefore unable to make repeated trips to London), it was important for us to know that a team on the ground would be able to deal with any concerns that either we or the tenant may have.
Was this helpful?:
disgruntledd206 said about Felicity J Lord
Services : Letting( As a Owner )Date: 18th May 2014
We moved 250 miles north, and were due a baby (and therefore unable to make repeated trips to London), it was important for us to know that a team on the ground would be able to deal with any concerns that either we or the tenant may have.
However, we feel that Felicity J Lord have seriously failed in their undertaking as a management company in some major instances.
First and foremost, property inspections should have been carried out on the property on a yearly basis. At no point during the nearly four years that Felicity Lord have been managing our flat have we EVER received a property inspection notice, nor even been made aware that one has been carried out.
It was only due to my father and father in law telling us in regard to the issues we are currently experiencing with the tenant that we should be receiving these reports that I checked our contract and found this out. I spoke to FJL agents on the phone , and was informed that an inspection took place six months previously, the first in over three years! but we hadn't been made aware. Furthermore, that inspection found serious damage to our property, which was never communicated to us!
We left our flat in pristine condition, having lived there for three years, and never had an issue with damp in the bathrooms. We understand that there will be fair wear and tear to the property, but the condition the flat is currently is in is far beyond that, and for us to not be made aware of it is absolutely ridiculous.
There is mould all over the bathroom ceiling. Thewalls are also covered in mould. The toilet seats are completely broken. There are water marks by an access port in the kitchen. NONE of this was communicated to us.
We have previously had an issue with the tenant where the extractor fan in the bathroom broke. We have no issue in that this needed to be replaced. However, she did not inform anyone that it had broken, until the bathroom started to go mouldy due to insufficient ventilation. We paid in excess of £800 + VAT to get the extractor fan replaced, and the bathroom completely stripped and repainted with waterproof/mould proof paint.
Now, not only do we feel that Felicity J Lord have not been acting in our best interests, but as a management agency, haven't actually been managing our property effectively at all.
Our major issues, summarised, are thus:
• We have never received a property inspection report
• The property inspection of October 2013 turned up serious issues and damage that were never communicated to us, and potentially affected the sale price of our property
• Dampness in the bathroom was previously brought to our attention and rectified. Our concerns were aired about the tenant allowing it to get to that point by not communicating the broken extractor fan (indeed, she didn't even tell us the fan was broken, that was found out by the attending contractor!!!), and therefore she was the cause of the resulting cosmetic damage. Despite this, we were still made to pay for the cosmetic damage.
DO NOT USE FELICITY J LORD/SPICERHAART FOR LETTINGS! THEY ARE A HORRENDOUS, AWFUL COMPANY WHO ONLY CARE ABOUT TAKING YOUR MONEY!!!!!!
The UK's Largest Customer Review Website for the Property Industry
By : Customer Relations Manager
27 May 2014Dear customer We are really sorry to hear about your experience and the service you received. Customer service is important to us here at Felicity J Lord and we would like the opportunity to look...
Do not use this letting ...
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1 Star Review
Anisha
By : 'tuesley'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE3
29 Jan 2013
People found this helpful3
Do not use this letting agent. When we were looking for houses, the agency, particularly Anisha, were very rude and patronising towards us and were very pushy when we were deciding on the property. I am fairly certain they exaggerated the urgency of our decision. When we decided to move in, they ... Read Full Review
What agent could do to change your mind?
They could have been less pushy. They could have communicated with us and replied to our messages. They could charge reasonable prices or provide an above-average service. They could be more competent with other peoples\' money. They could not discreetly lobby for your eviction without your knowledge.
Comments (0)Do not use this letting agent.
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tuesley said about Felicity J Lord
Services : Letting( As a Tenant )Date: 29th Jan 2013
Do not use this letting agent.
When we were looking for houses, the agency, particularly Anisha, were very rude and patronising towards us and were very pushy when we were deciding on the property. I am fairly certain they exaggerated the urgency of our decision. When we decided to move in, they then presented us with several additional fees which didn't seem to make much sense and were far greater than anything we've paid in the past.
After moving in, we received no communication or help from them unless it concerned money. They have replied to none of our emails to date, and they will never call you back when they say they will. They have also not realised that we have paid them our rent and then pursued us for arrears despite the money being in their account unnoticed for several days. This has happened twice and we have been living here since last September.
If you have an issue with the house, they will not help you. If you have any issues at all, they will not help you. They will only contact you when they want money from you. Regarding rent problems. one of our tenants mother had been trying to resolve her issues through the Blackheath branch but had got nowhere with them until she called their head office.
I also heard through out landlord last night (not the agency) that they have been trying to convince him to get a solicitor so he can evict us. We had not heard anything about this from them.
Also, there are four tenants in this house and they provided us with only two keys. They did not give us the keys but instead sent us on a strange easter egg hunt around the house to find the keys.
In short, they are incompetent, they are bullies, they are rude and patronising, and they are not careful with your money and then blame you for their own incompetence. They charge above-average fees for a far below-average service, and with the exception of Laura, none of them seem to have an ounce of humanity or humility. Avoid at all costs.
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We have been renting with FJL ...
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1 Star Review
By : 'Bob'
Services : Letting( As a Tenant )
Would you recommend ? : No
4 Jul 2012
People found this helpful2
We have been renting with FJL for just over a year and their management team are hopeless. They tend to do anything possible to "not" manage the property. The most ridiculous example was a problem we had with our boiler and a leaking radiator. They actually list boiler problems on... Read Full Review
What agent could do to change your mind?
Fold their company.
Comments (0)We have been renting with FJL for just over a year and their management team are hopeless. They tend to do anything possible to "not" manage the property.
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Bob said about Felicity J Lord
Services : Letting( As a Tenant )Date: 3rd Jul 2012
We have been renting with FJL for just over a year and their management team are hopeless. They tend to do anything possible to "not" manage the property.
The most ridiculous example was a problem we had with our boiler and a leaking radiator. They actually list boiler problems on their website as being prioritised for urgent attention which is sensible.
I called FJL management team in March explaining that we had a leaking radiator which was leaking water onto bare floorboards. We pointed out that this needed fixing rapidly as it could damage the floorboards and as it was depressurizing the boiler causing it to turn off.
It is now End of May and we just got it fixed.
Basically they could not organise getting a plumber to go to their office in Blackheath, pick up some keys and do the job which took 45 minutes. There were four attempts at this simple task.
I complained and complained and they made excuses, each office blaming the other. I have asked for a senior manager to call me and emailed her three times and she cannot be bothered to reply.
I strongly advise one and all to avoid these letting agents.
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I was approached by this ...
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1 Star Review
By : 'Jim'
Services : Letting( As a Owner )
Would you recommend ? : No
16 Jun 2012
People found this helpful4
I was approached by this branch after they found an online advert that I'd placed for my 2 bed flat. They talked me into sending someone out to give an appraisal that afternoon. On seeing the flat, the agent seemed very pushy to get me to sign up with them, and assured me that they'd be able to... Read Full Review
What agent could do to change your mind?
Give an honest appraisal of likely rent (2 other agents suggested at least £100 - £150 lower). Show tenants round who actually meet my requirements, Not take my keys home with them.
Comments (0)I was approached by this branch after they found an online advert that I'd placed for my 2 bed flat. They talked me into sending someone out to give an appraisal that afternoon. On seeing the flat, the agent seemed very pushy to get me to sign up with them, and assured me that they'd be able to let it within a week at about £100 above market rate. I was told that they'd ring me each time potential tenants went in, and that they'd only let couples / single tenants in as I specifically said I didnt want two separate flat sharers.
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Jim said about Felicity J Lord
Services : Letting( As a Owner )Date: 16th Jun 2012
I was approached by this branch after they found an online advert that I'd placed for my 2 bed flat. They talked me into sending someone out to give an appraisal that afternoon. On seeing the flat, the agent seemed very pushy to get me to sign up with them, and assured me that they'd be able to let it within a week at about £100 above market rate. I was told that they'd ring me each time potential tenants went in, and that they'd only let couples / single tenants in as I specifically said I didnt want two separate flat sharers.
A week later and I've found them slow to respond to email, they haven't rung once to advise whether anyone is going to view that flat. After a lot of chasing I finally found out a couple of people viewed it (but they couldnt tell me how many). No sign of any tenants willing to pay their suggested rent though.
I took it off the market with them, at which point they miraculously found someone who offered nearly £100 under the asking price, and also were two flat sharers and not a couple (so why did they show them the flat in the first place). They seemed surprised when I turned down the offer.
To add insult to injury, I gave them an hours notice of coming to collect the keys, and when I got there they couldnt find them. It turned out that the agent had taken them home with her (so much for security of my keys) and she had to come back in to give them to me.
All in all, a stunningly poor performance with a failure to find a tenant, and I was left with a sense of an agency scrabbling around trying to put people who werent right in simply to get commission. There is no way I'd ever use these people again.
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