Felicity J Lord - Estate and Lettings Agents Shad Thames Reviews 

Olivia was great throughout the entire property purchase process! She was professional and tackled any issues that popped up with ease.

If I could give zero stars, I would.

My experience with Felicity J Lord was one of the most frustrating and disappointing experiences I have had as a tenant.

I rented a ground-floor flat through them between 2022 and 2024 after moving to London and being completely new to the rental market. What I did not realise at the time was that I was moving into a property that would become a constant source of stress for the next two years.

From the very first months of the tenancy, I reported mould issues throughout the property. Those reports continued repeatedly over the next two years. Every few months, inspections would take place, photographs would be taken, promises would be made, and then nothing meaningful would happen. The mould problem was never properly resolved and continued to spread throughout the property during my tenancy.

Maintenance issues were handled in the same way. A damaged mattress was reported within the first month of moving in and was never properly replaced. When a pipe under the kitchen sink broke and leaked continuously, I had to repeatedly chase and beg for support before anything was done. Simple maintenance requests became exhausting battles.

My property manager, Gen Lun, was fully aware of these issues because they were reported consistently throughout my tenancy. There was no shortage of emails, calls, inspections, photographs, and follow-ups.

The most disappointing part came at the end.

When I was relocating overseas for work after completing my two-year tenancy, I discussed the condition of the property and the mould issues that had been reported since the beginning of my stay. I arranged professional cleaning and believed there was a clear understanding of the property's history.

Once I had left the country, however, almost £2,000 of my deposit was effectively held hostage. I was pressured into accepting deductions of approximately £1,100 relating to issues that had been repeatedly reported during my tenancy and never properly addressed.

Being abroad put me in an incredibly difficult position. Fighting a dispute from another country was practically impossible. Even after an agreement was eventually reached, getting the remaining money back became another ordeal. It took approximately three months, countless phone calls from overseas, and repeated visits by a friend to their office before the agreed funds were finally returned.

Looking back, what stands out is the complete lack of accountability. Problems were reported. Problems were acknowledged. Problems were inspected. Yet problems remained unresolved. When it came time to return the deposit, the process became unnecessarily difficult and drawn out.

I am posting this review now because it took months to resolve the deposit situation after I had already left the UK, and because I wanted to reflect on the entire experience from move-in to final settlement.

For anyone considering renting through Felicity J Lord, my advice is simple: document absolutely everything, keep every email, photograph every issue, and never assume that reported maintenance concerns will be dealt with simply because they have been acknowledged.

My experience left me feeling that once the tenancy agreement was signed, tenant support became an afterthought.

We bought and sold through FJ Lord, although the transactions were protracted Chris and Olivia were helpful and available throughout. They are very knowledgeable and professional, staying positive when our sale stalled, more than once! I would highly recommend this agent.

The team at the Shad Thames office were extremely responsive when we listed our flat for sale and they managed to achieve a good price for us in a difficult market. Chris Lee, Michael Logan and the team were a pleasure to work with.

I recently sold my property using FJL in Shad Thames. Throughout I was kept well informed and despite a few inevitable bumps and some frustrating requests from the buyers solicitors, Chris kept the sale momentum going forward. He even contacted me whilst he was on holiday to check on progress.
I would use them again if I have a property to sell in that area.

Worst service I have ever seen in my life…. I had c section 4 months ago and since my delivery im calling the company and sending emails for the replacement of mattress but nothing happened yet… even after the visit of the company representative…

Richard Williams has been an excellent agent in assisting us with our property search. He listened carefully to our requirements , provided sound advice and matched us with a relevant property to view. He represented his clients professionally, was well informed and I would not hesitate to contact him again to sell or buy a property in Shad Thames.

I have been more than 2 months waiting to get my deposit back ( after the deposit has been approved for release by the Landlord ).

It is all very dysfunctional. People leave the company and things don't get picked up by others.

Felicity J Lord has been very professional during my 3 years tenancy. In particular, Monica Lazauskiene from The Shad Thames branch in London has been extremely helpful, efficient and friendly whenever I had enquiries or issues.

Thank you very much Monika for your kind help and your outstanding service.

We use the Shad Thames Branch in London SE1, Lettings Department. The lettings team of 3 lovely ladies, Gemma, Inga and Monica is very professional and always look after our interests very well. Gemma is a great sales talent. We have been using the lettings department in Shad Thames for many years. The girls are perfect with great knowledge of the market and the area. FJL can be happy to have such wonderful lettings ladies. They deserve a bonus this year. A big thanks from us to the ladies.

We moved into our property 4 months ago.

The property was not remotely clean, many items were leftover from the previous tenants, and half the blinds in the property were missing or broken. These are still not resolved.

We then experienced an issue with the hot water and the en suite shower. Felicity J Lord considered these issues to be "non-urgent" and did not make any attempt to fix them. As I write this review, it has been 35 days and a contractor has still not been organised to even look at the issue.

Throughout this time, Felicity J Lord has consistently played down the seriousness of the issues with the property and attempted at all times to avoid communication.

I have never received such a poor experience from a letting agency before Felicity J Lord.

Faraz Ahmed ,from Shad Thames office,was incredibly helpful and efficient sorting out references and outstanding questions.
Quick and polite, I can highly recommend him if you need to deal with Felicity Lord.

It's always bad to have an unresponsive landlord/property manager. But with FJ Lord I considered calling in the coroner as there were often no signs of life at all!!! "

Could all their agents and representatives be dead?" I thought?

No, just turns out they were just really bad at their jobs and the only time they'd return communications or initiate them was when money was involved. E.g. request for damage to be repaired - no replies. BUT If we suggested that we'd organise a builder to repair the damage and have the invoice sent to FJ Lord the response time was minute.... We still never managed to get the damage repaired though. Smh.

Also, after some significant damage made it impossible to live in our flat FJ Lord came chasing us for rent even though we had agreed with the landlord directly (FJ Lord copied in every step of the way) that no rent would be payable! Thought this would be obvious since the place was unlivable but idk - can't help some people...

Very happy with the work on the renewal, and change of one tenant. Super smooth, thanks Amandeep.

Great people and good service! They are super professional and always let you know everything about your renting process, good communication all the time!

Very high quality service and a team that is always there for you! Emily Bias Ely is really super helpful!

Moving house is stressful at the best of times, let along amidst a pandemic. This process, however, was the least stressful experience i've had in moving - Inga's thorough and responsive communication, knowledge of the property & management, and kind demeanour meant that I felt reassured at every step. Thank you for your help and support :-)

Very responsive, got back to me with a list of suitable properties within the hour. Had bookings that weekend and flat signed and sorted the next week. Very helpful through the whole process.