I have rented properties in London on and off for about 7 years. This is not just the worst experience I have had with a letting agent, it is absolutely the worst experience I have ever encountered in my life. The last ten months of my life have been utter hell and I cannot warn you strongly enough against this unprofessional agency with no care for their tenants and the complete inability to comply with legal requirements. I work as a surveyor so I have a very good idea of what landlord's responsibilities are. The landlord is even worse than the agency and the agency back up his relentless lies and law-breaking to a despicable level. Our flat is in a very bad state of repair and the previous tenants spent their whole tenancy complaining of the same issues and the landlord lies and partakes in personal slander and delays beyond all reasonable limits (5-6 months for a serious external leak is one example). He always chose to use his 'own contractors' to come over. The resulted in a plethora of different people coming over and on most occasions not to 'fix' but to 'inspect'. They all agreed that various items needed replacing however this was then relayed to me via the landlord that the items worked fine. he blamed every single person to avoid taking responsibility. Items which broke during our tenancy: both toilets, oven needed replacing, one serious emergency leak for which I have not been refunded even though he knew for 14 months of the issue, boiler, external serious leak, dishwasher never worked, washing machine was broken for 5 months and I eventually had to replace at my own cost. I also wasted 6 full days of work or annual leave to wait in for contractors who never showed up. as a tenant he attempted to make me look difficult about everything, claiming I obviously had not rented a flat before and that as a surveyor I should 'know that it is the tenant's responsibility to maintain all the items in the flat'. Personal and professional slander of me to all parties involved with the flat and even to my housemate. The point I am making is that the agency ignored for the most part the emails I sent them and sided with the landlord every single time and had no concern for our welfare. the boiler had been shown to have numerous faults and is extremely old. it has to be reset everyday. the landlord has refused to provide a carbon monoxide monitor and even when our health is at risk, the agency still do nothing. what is the point of them if they do not enforce the landlord's responsibilities. his delays and deceits there is not enough words in the world to explain how extensive they were. I am completely baffled why this agency represent him and clearly have no professional dignity and I am surprised they are allowed to operate. it is also clear why the landlord uses them as he knows he can get away with anything and treats his covenants in an arbitrary manner. we also get debt collection letters arriving for him at the flat. they are planning to relet the flat the day after our tenancy ends (22 July), which allows no time for a new washing machine, dishwasher or boiler to be installed. new tenants will have no idea until it's too late and the whole saga will start up again where the landlord will pretend he had no idea and will blame the agency for not informing him. this is completely false. I have 150+ pages of evidence I am sending to the agency to support my reduction of the rent to recoup my costs. the sad thing is that in October 2015 I also sent a very professional letter highlighting the clauses contravened in the lease as well as the inventory clearly showing dilapidations however I received no response from FJL. so unprofessional. and I will be pursuing a lengthy complaint against this agency following moving out tonight. I worry for people's safety and it sounds dreadful but it seems like it would take for someone to actually die in that flat for anyone to do anything. any lawyer will laugh at the landlord or the agency if they try and protest to me reducing my rent as it is clear as day what has happened. I know this is a long review but I really feel I need to warn everybody out there to stay away from Felicity J Lord. They like destroying people's lives and all they care about are their poxy 10% rent collection fees. they bring shame to the property industry and I will not be backing down until they have apologised to, compensated me and agreed to not represent the landlord. It has caused me severe emotional and financial stress, with tears and sleepless nights becoming the norm. AVOID AVOID AVOID. I'm coming to get you FJL.