Felicity J Lord - Estate and Lettings Agents Canary Wharf Reviews 

DO NOT use this agency. I dealt with Samiya Ahmed, and it has been a nightmare. They took a holding deposit from us, and although we did not pass the reference checks, they are refusing to refund our money.It has been over a week now. I have sent multiple emails to Samiya, but she ignores them completely. She gave me a 'management number' to call, but no one ever picks up. They are holding my money without any legal reason or explanation.This is extremely unprofessional and dishonest behavior. I am warning everyone to stay away from this agency unless you want your money stolen. I will be reporting them to the Property Ombudsman and Trading Standards if my deposit is not returned immediately.

Avoid as much as you can. Wish I knew about Felicity J Lord reputation at the beginning of a painful sales process. Tried to sell my house since February 25. Apparently, they've found a prospective buyer in March but it had taken approximately 10 months and nothing has had happened. Their method in dealing with clients entails no transparency and we, in fact, are unaware what exactly is happening.Every single contact, when it happens, the information provided is different to confuse you even more. They have kept me waiting for exchange/completion, promising that we, as sellers, were "almost there" month after month. And this "there" has never happened. Waste of time, money and hope. Don't ever deal with them!!! They will stress you out with empty promises to boost their sales profile.

I strongly recommend that anyone renting through this agency documents and reports every single issue during their tenancy. While many of my reports went unanswered, they proved valuable as evidence for later disputes.

During my tenancy, I was proactive in reporting the progression of mould in the flat—an issue I knew had affected a previous tenant, who was also charged for mould damage. Despite submitting multiple reports over several months, I received no response until a mid-tenancy inspection, during which the issue was dismissed as “something normal for a flat close to the river.”

At the end of my tenancy, I was nevertheless charged £295 for mould damage, despite consistently ventilating and heating the apartment as advised and reporting/seeking advice if there's anything further I can do. This experience has been disappointing and suggests a lack of accountability in property maintenance and tenant support.

What a refreshing call this was with two of the the Felicity J Lord Staff, first was ruby who sounded so alive and welcoming a credit to the team and then passed on to Theodore Rotsa, who was equally as pleasant, Knowledgeable and very helpful indeed - if i am after a place in London these guys will be my first call for sure.

If you want reliable and trustworthy agents, this is NOT the agency for you:

- on the scheduled day of the viewing we were called multiple times despite confirming a time. We arrived on time and a viewing had being double booked. We were asked to wait outside in the cold
- once we paid a holding deposit, the agent did not answer any of our calls or emails. We had multiple issues and would have to call the office line to get any assistance
- the flat was readvertised after we paid a holding deposit and had been accepted.
- we were given the wrong move in date by a month and no one answered our calls / emails for 6 days to give us the correct date.
- the only ask we put down in our offer was to have the flat cleaned, when we got the keys it was dirty throughout
- we’ve been in the flat for over two weeks and still don’t have an itinerary list despite chasing multiple times.
- the house has major maintenance issues (the toilet seat is completely broken) and there are no replies to our log requesting a fix.

If you’re a home owner, these agents aren’t going to look after your home. If you’re a prospective tenant, this agent is completely unreliable.

5stars for the help from Hamzah Hussain to finally get us our deposit back
He was prompt at responding and taking actions
He picked up our case due to the failing of another branch who did not respond to anything we sent them
Despite the deposit return taking 29 days total from end of tenancy, I have no doubt we would still be in a dire situation of zero comms had it not been for Hamzah stepping in
He was always polite and helpful despite some tricky times of me not being so
Glad to have finally resolved
Thank you Hamzah
Stands out from the rest of the team and I can see why he is a Property Manager
Highly recommend

Mohammed of the PM Fjlord Canary Wharf has been impressive and proactive to ensure a seamless service. I am quite satisfied with the 5 star service.
Thank you Mohammed and best wishes
Akinwunmi

Disastrous service from the CW office. Issue of a leaking pipe and broken kitchen shelf unresolved since October 2023. That is after 5.5 months.

Almost three weeks before any emails are being picked up - have faced this for the past few years I have stayed as a tenant.

Aggressive tone in emails from the supposedly experienced team members.

And most recently, for over 3 weeks nothing was ever communicated nor there was any response to multiple chasers on the progress of finding replacement tenants.

Avoid them at all costs.

I had the bad idea of giving my flat for management to FJ Lord. The finding of tenant was ok. But everything became a struggle once my flat go passed on to the property management Team.

I have asked question to them in relation to the management of the flat more than a month ago and I'm still waiting for answers to quite simple questions. A statement needs to be rectified as indicating an amount that I should not be paying for. I am still waiting!!!

After complaining to the property manager that no one seems to care enough to answer those questions, or my emails, he mentioned that he would be my point of contact going forward and that he will send me the information I needed by end of day. This was a month ago. I am still waiting!!!

I regret having gone with them when I see the level of unprofessionalism!!!

It is impossible to get through the property management department without going through letting. I get passed on from one person to another.

On top of having to pay my full mortgage despite the flat being rented out (as nobody seems to be able to tell when the rent will be paid in my account) I worry about issues raised by the tenant that have not been passed on to me to fix. The tenant had an issue with the boiler which could be fixed easily if they one day give me the info the engineer needs to fix it. It's been more than 2 weeks ago. The tenant is also still waiting!!!

One advice for you, do not put your property in management with them. Run in the other direction!!! If I could put 0 stars, I would! I wish I had read the reviews before going with them.

This is a zero star review.

Stay well away from this agency as they seem to join forces with the worst landlords in the UK and the results are a complete s**t show. You just have to pray that for some magic reason everything works otherwise you should be prepared for the worst.

I started renting a modern 1700 per month flat in Isle of Dogs in the month of December 2023. The initial viewing I had was very nice so I decided to trust them. What could possibly go wrong?

Well, to say that the level of service I have been receiving so far from the agency is appalling is an understatement.

To cut a long story short, the boiler was broken from day one and it has been broken for 14 days of my 17 days tenancy so far. Engineer has come here 4 times already. Thousands of emails, phone calls, time and stress. Lost one day of work. Generic passive aggressive formulaic responses from the agency. No compensation, no alternative heating offered.

How many more of these failed attempts at fixing something that is old and broken before you finally make the decision to get a new boiler, which is actually going to be cheaper than repairing it once a week?

It really doesn't take a genius to figure out it would be a win win for both.

You would have a much happier customer and less of these 1 star reviews, but no you'd rather be stingy and take things this far. Congratulations.

I would not recommend Felicity J Lord Canary Wharf to anyone.

The property management is almost non-existent. From fixing broken and leaky toilet which they failed to promptly resolve and costing tenant (me) to pay almost £1000 for water leakage over 6 months, to replacing broken laundry machine due to faulty chip with another machine that could not dry clothes properly, and to delaying the return of tenant's deposit and not properly insuring tenant's deposit for the entirety of contract's duration from Aug 21 to Sep 23 and even in the end blotched up the end of tenancy date on which I have handed over the house key to their agent on 23 Sep but somehow marked my check out date in their system as 26 Sep... This company's property management service is a farce! Once the sales team got you in after paying the deposit, then you will learn the truth about the lack of response and service with their property agents (One of their agent Hamza Hussein does not even have a proper phone number and calling their property management team would only lead to voicemail and they never responded to any voicemail at all).

There are plenty of other estate agents out there with much better customer service and follow up than FJL CW branch who will leave you to nothing once you signed the contract and paid its deposit. So beware!

I would avoid this agency at all cost. I had the worst experience of my life.I f I could I would give zero or negative stars. I don’t understand how trust pilot have so bad reviews and google so positive ones. Starting to question myself if the google ones are fake to be fair…

The process of booking a viewing and making an offer is ok, but property managing is horrible.
We have been in the house for 2y, had some maintenance issues and it was always a struggle to get someone to repair anything. The landlord was also not happy from their side either, they fail in providing different quotes for them and also to book the service that he had already authorised. They also mention that they wanted to change the agency from their side as well. At the end they took the house from FJL anyway.
During these 2 years, we had 4 property managers!! ( Orlando - which was just swapped as we entered the property and got to know the place with us-,Samina, Weronika and Ellie-Mai, the last one was the worst of all, always not available).It is always a struggle to get hold to any of them. We waited almost 1y to have the fence repaired which was already literally falling when we moved in.
After multiple other problems during the tenancy, at the end they don’t give us our deposit money back. They don’t present us with any deductions, they just say that it should be fine to refund just need to check with the manager and nothing happens! It has been almost 6 weeks since we left the house and we still don’t know when we are going to have our deposit back. I had to raise a TDS dispute. I have never had problems with getting my deposit back with any other agency.
FJL Canary Wharf has been awful in every aspect, I would not recommend it to my worst enemy. Don’t fool yourself for how they are when showing the property, because once you move in you will see how you will struggle with the property manager team and also to get your deposit back at the end!

We have moved out from property 2 months ago. Deposit has been approved for release by the Landlord, however we are still waiting to get it back.

Staff of the agency do not respond to emails, no explanation given on the phones, just that is has been passed on?!!!

Avoid agency at all costs!
All recent feedback is about them not paying deposits! Are you going under? Or someone will actually get this resolved asap and pay us?

Avoid this agency. It’s almost two months since I have returned the property and still can’t get back my deposit, despite the fact that it was confirmed that it should be returned in full. They also can’t indicate deposit protection scheme! Therefore, its not sure whether you deposit is really protected. Call center is repeating all the time the same that a responsible person will call back (since 2 May no one called back, despite a number of emails and calls).

I am renting a flat from FJ Lord for the second year. Based on my experience this is probably the worst company when it comes to property management. They take weeks to respond to emails, maintenance is never done, flat was dirty when I moved in (although contract contained requirement for professional cleaning), whenever I report a maintenance issue it either gets ignored or staff are rude and don't care a bit about about anything. In addition the staff keeps changing so often and that every other discussion I have is with a new person who has no idea what is happening.
Overall I'd advice to avoid dealing with this company at all costs.

This company caused me extrem hassel . Because, they accepted my documents and pushed me to pay the deposit. Then after 25 days , they canceled claiming the land lord not accepting students. Then i had to start from zero and search for accomodation waisting my Time and Money. They were even hesitant to refund my deposit.

Horrible experience, they only contact you when it's for their own benefit.

I reported several issues with the apartment that needed to be fixed (bathroom door not well fit, blinds rail detached, bathroom extractor not working, etc.) and kept being told that they would send someone soon. I kept chasing for months and eventually gave up.

Fantastic service from FJL and especially my agent James. I had considered using one of these internet only agents to keep costs down but having had previous experience with them I decided to engage with a true estate agent and I'm so glad that I did.

The chain was simple just me with no onward and the buyer a first timer, perfect for a quick turn around or at least you'd think. Now throw into the mix the buyer's solicitors and what I can only describe as slack practice, queue James and Felicity J. Lord to the rescue. Being the go between of the transaction James was able to talk directly with both solicitors and smooth out any issue, he even went above and beyond as far as I'm concerned and chaced down some documents from the landlord within a few hours just to keep things moving. That's the 5 star service you can expect from FJL that you don't get from internet only agents.

Aside from that everything was easy from the moment I engaged with FJL to the end of the process. Communication felt personal but professional, appointments were kept and feedback was comprehensive.

If you're looking to sell or buy property I can highly recommend Felicity J. Lord's Canary Wharf team

Definitely the worst experience I've ever had with a property management team.

Despite our numerous attempts to request an inventory, we were not sent one. Only at the end of the tenancy was this sent to us, in which they confirmed they knew from our move-in date (March 2020) that our radiators did not work. Despite our attempts to get them to fix the radiators, they dragged their feet, acting like this was brand new information, every single step of the way. It wasn't until March 2021 that the radiators were finally fixed meaning we endured an entire winter without proper heating. Were we compensated? Take a wild guess. And this was just the tip of the iceberg.

They required constant chasing just for them to do the bare minimum of their jobs. People constantly going on annual leave (though from what I can tell it can't have been too different from their BAU) and they were apparently far too incompetent to pass along any of their work on to their colleagues which again slowed any repairs that were required to a crawl.

There was a hole in my flatmate's shower for 3 months before they even deigned to acknowledge the issue (despite numerous emails with photos attached). If they had even an iota of sense between them they probably would have had this fixed before the hole even happened and could have saved everyone involved a lot of money.

If you're a tenant, avoid. They will treat you with utter contempt and downright criminal negligence.

EDIT
I feel the need to point out they responded to a negative review within 2 days of posting it. Please remember as per my review, they knowingly left myself and my flatmates without proper heating for a full year. I actually really love this, because it shows to me they can respond promptly when it is within their interest. I would therefore like to retract any previous statements and implications that they are incompetent.

They are, in fact, just malicious.

This is the worst agent you can find in London. It is taking more than a year to arrange fixtures for the property, and more than 8 months for a leak, which is an absolute emergency. The staff is unresponsive and not willing to take responsibility, plus the staff turnover is extremely high. Never ever chose this agent. This is the first time that I am writing feedback, but I hope this will prevent bad experience for some people. And for the record, they do find time to answer a Trustpilot review, but don't find time to answer my emails.