Felicity J Lord - Estate and Lettings Agents Clerkenwell Reviews 

Initially the service provided by FJL was average. It was only towards the middle and end of tenancy when the wheels came off.

The issues off the top of my head:
-Poor knowledge transfer between members of staff, due to the high turnover. The only member of staff that remained in the Clerkenwell branch has been Charlotte De Carli.
- Very late turnaround to repair requests, resulting in food poisoning, lack of heating, and inability to dry clothes.
- No knowledge of tenant rights and landlord obligations. I assume this one is due to the high turnover of staff and so training is subpar.

I'd avoid, unless you enjoy a painful existence.

My girlfriend and I recently arrived in London and were lucky enough to meet Mrs. De Carli. Her honesty and helpfulness allowed us to settle in quickly. Thanks to her and her advice, we navigated every step of the process. Encore merci !

We received the worst management service possible during the rental of our flat and it was almost impossible to obtain the refund owed at the end of the tenancy, taking over five months to be refunded.
Never, ever use FJL as a managed renat service.

Charlotte De Carli is in my long experience dealing with her at FJLord by far the best Letting agent I ever met. She is always kind and ready to help in every situation. She loves her job and always goes beyond what one would normally expect to help you achieve the best results. She is as good with Landlords as she is with Tenants. I would recommend to speak with her first thing if you contact FJLord Clerkenwell both as Landlord and as Tenant. 5*****

Ms Charlotte de Carli from FJ Lord Clerkenwell branch was very helpful and efficient in quickly finding me a new tenant for my property in the area when the previous tenant gave notice early. The whole process was very smooth and I can warmly recommend her.

I arranged for two back to back property viewings that happened to be handled by two different agents at FJLord.

I received email confirmations for the viewings but the agents did not show up at either, nor did they cancel or indeed answer the phone when I called them.

Appalling customer service

It’s the first time dealing with Reece after many years with FJL and Reece is BY FAR the most efficient member of staff I’ve dealt with there. Responds quickly and efficiently. Well done. You have restored my faith. Thank you.

They don’t care at the Clerkenwell Branch

Whilst you’re a tenant or after you’ve left

During our 12 months tenancy, they rarely responded to anything regarding queries after move in or if there was a maintenance issue.

It took over 3 months to resolve issues after initial move in

You leave messages and no one calls you back.
Only way is to raise formal complaints with managers copied in but even then resolutions are never quick

A washing machine was broken for almost 2 months before we left and we never got a single person to look into it as non responsive.

15 days after leaving, no one has contacted us about check out report or return of deposit.

We are now left with no contact for deposit return

We have done repeated messages and emails
Finally got a helpful manager from the Canary Wharf branch HH to help push this through

His excuse for non response is they are thin on the ground?

They are failing to act lawfully in line with the TDS terms of deposit return within 10days

Having rented for 10years and dealt with many agents
This is by far the most exhausting and worst one
Avoid at all costs
You’ll regret it everyday after signing on the dotted line

Their non responses where no one gets back to you or no one ever picks up is the worst ever. And that our experience of the Clerkenwell branch

Reading the number of poor reviews on lack of return of deposits in a timely manner, surely there has to be a governing body to review their functions
And / or someone to review their failures such as their CEO Mr Antony Lark
Please do something
You’re playing with peoples lives
Not returning deposits of nearly £3k in a timely manner can make or break someone
Please act humanly

If I could give Felicity J Lord -5 stars trust me, I would. Their service from start to finish was what could only be described as unprofessional and rude! From being the most irresponsive company (where they literally avoid your calls, texts or emails) or to being so incompetent that they do not get your security deposit back without having to waste time chasing them. If you can, completely avoid this lettings company unless you want to try and rent a house with a brick wall. Very very bad customer service and they do not care about tenants, just £! Avoid and all costs please, for your own sake.

Terrible level of service. New tenant has been trying to move in for a month, checks have been done but no contracts issued. When you call to chase, they promise one thing then nothing happens, no follow up on emails or phone to communicate what’s happening.
Old tenants are being chased for rent that would have been paid by new tenants if contracts had been issued and they could have moved in.
Branch operating in total disarray. Do not use.

Property Management Service below standard contract level.
I have been a loyal provider of a property for the letting business of f.j.l. since 2014 so I know how the PM service has deteriorated over a long period. The communication is either automated so of limited relevance to the true situation or is inadequate to the situation. Specific and relevant messages go unanswered by email and voicemail, while telephone is rarely answered at all. This suggests that there is no real management of service levels and determination to deliver what the paying customer; landlord or tenant, is due. Occasionally adequate is a low expectation.
I have spent a year trying to get progress on one property and make the changes allowed by law to the situation as interest rates bite. I have had to do much of what f.j.l. are paid to do for myself and much to escalate their poor service, with little result.
My formal complaint is with the Area Property Management Director so we will see if she is able to resolve this long standing service failure or if escalation to the ombudsman is required.
My motivation is to reduce your suffering of this poor service and what is an almost pointless endeavour given the current and future hostility towards landlords making an honest effort to provide good housing.

We are incredibly happy with Ida and her team at FJ Lord in Clerkenwell. Happy to recommend them

I’m extremely unhappy with Felicity J Lord’s service. Despite my offer being accepted over a month in advance, the contract arrived just 2 days before my move-in date despite my multiple requests. I had to chase every step and was misled about payment methods. Indeed because my payment was being refused on the portal without any explanation, an alternative solution was proposed in order for me to get keys on the move-in day. Despite complying with these requirements, I was denied keys on the day. This lack of professionalism and coordination is disappointing and shows a complete disregard for customer satisfaction.

I had a pleasant experience with FJ Lord (particularly Charlotte and Sana) during my tenancy. However, after my tenancy ended, the agency has completely ignored every request to return my tenancy deposit. It has now been SIX weeks since my tenancy ended and I have had to file a dispute with TDS because my communications continue to be ignored. This agency is eager to get your business but quick to dispose of you when moving out. Other reviews seem to have similar issues with deposit returns. I do not recommend this agency until this problem is sorted.

Neelay Jivan at the Clerkenwell branch was fantastic. The sale was difficult for a number of reasons but Neelay handled everything with aplomb, and had an effective strategy for everything. I appreciated his endless patience, his great communication and support. Some people excel at their jobs, and Neelay is one of them, as well as being a lovely human.

I have worked with Charlotte De Carli for over ten years, and Charlotte always gives you a hundred percent, is always consistent and available, she takes great care, is considerate and lovely to talk to and has my best interests at heart. Charlotte is delightful, dependable and it’s always a pleasure to talk to her. Thank you Charlotte!

Like many other reviews we have been ignored and hung out to dry with category 1 gas and electrical faults, and black mold spreading everywhere even with a child in the property. We paid for a year in advance which was a massive mistake, the landlord paid upfront for issues to be fixed, also a mistake. The property management is beyond incompetent, emails are ignored, and any knowledge of issues is denied despite having email evidence to the contrary. Tenants, I would advise not to rent a property managed through this agency #slumlords and landlords you will pay a premium for your property to be left unmaintained. @clerkenwellFJL #slumlords

I have dealt with Sana, Manager at Felicity J Lord in Clerkenwell, for over a year. Never had any issues and when I contact the agency, they promptly reply to emails and call me if necessary. Sana has been and continues to be professional and customer focused. I am totally happy with their service and couldn't praise Sana enough ! Thank you.

Kept unavailable properties on the list to waste viewer's time.

I won't recommend to use them.
Poor communication and bad management.
They give you different numbers to call, re-directing you, absolving themselves of all responsibility
It often takes weeks, and endless emails and calls to get an answer including giving updates and paying deposit back.