Homewise Avis 

Réponse de Homewise

6 janv. 2025

We appreciate you taking the time to review your experience, customer feedback is very important to us. As such, we have followed the Trustpilot process to request further information from you, to be able to discuss your concerns directly.

As further information has not been provided, we are unable to identify you as a Homewise customer but, please be assured, we respond to all customers and parties involved in purchases as promptly as possible to facilitate a smooth transaction.

Unfortunately, as noted, with many parties involved (solicitors, estate agents, other vendors) there can often be delays that are entirely outside of our control. Our in-house Sales Progression team are committed to achieving the best outcomes for all and work closely with all parties throughout the chains to enable an efficient process at every opportunity.

Homewise purchases properties across the country for people aged 60+ enabling them to live in a home they love with long-term security for their future. We pride ourselves on our communication and high-quality service, which our customers rate 5 stars.

If you have been in contact with us (either as a customer or a party involved in the conveyance of a property purchase) and would like to discuss your experience further, please do not hesitate to reach out to us directly at any time via service@homewise.co.uk.

Best regards, Danielle (on behalf of Homewise)

Réponse de Homewise

21 nov. 2024

Hello Suzanne,
Thank you for your kind words and 5-star review. However, you have left this review on the wrong business and I am sure that the Homewise you worked with would love to hear from you.

Réponse de Homewise

11 oct. 2024

Dear Isa,

Thank you for reviewing Homewise, although we are disappointed to hear that you are not satisfied with the level of service you have received. I have personally reviewed your sales journey and spoken with the members of the team who supported you through the process to understand what took place and can assure you that every effort was made to purchase your chosen leasehold property as quickly as possible.

I understand from Sam that the proposal for Homewise to make a higher offer to secure the apartment was agreed between you at the end of a business day, with Homewise acting promptly to have the new offer accepted as soon as possible following that call. As agreed, the difference in the increased offer was to be covered by Homewise, a decision that was made with you, so we could try and secure the property on your behalf at no additional cost to you.

As part of our service, Homewise manages the conveyancing process, free of charge, to facilitate the purchase of your chosen property. Every purchase process is unique and comes with its own challenges that can take time to overcome, but our in-house experts work with all parties in the chain to progress sales as swiftly as possible. This takes many hours, and we will always update customers as soon as we are able to provide news. I’m sorry to hear you felt there was a lack of communication during this time and will assess our processes to see if more frequent conversations may be possible.

I am told the freeholder of your chosen apartment was very challenging to deal with during conveyancing and wanted to levy high percentage fees and conditions which were untenable. I believe that the overall issue was that the fees could not be negotiated to an agreeable level between parties. At this time unfortunately your circumstances changed with your own property sale and, as you say in your review, your buyer chose to withdraw. Unfortunately, these circumstances were beyond our control.

Homewise is a small, family-run business that helps hundreds of customers each year to secure the right home for their retirement through our Home for Life Plan and, at times, we work with funding partners to ensure the long-term security of a Home for Life Plan. Rest assured this has no impact on the details of the Plan nor your relationship to your home, and the proposed involvement of a funding partner had no impact on the failure of this proposed purchase.

Information relating to funding partners is supplied to all customers in one of the early sales documents which everyone must read, sign and return so that all parties understand and are entirely comfortable with the nature of the proposed Plan prior to choosing to proceed. In addition, all customers must receive independent legal advice on the Plan so that they have received assurance as to the security of the Plan, and their rights under it, from their own solicitor.

Please be assured we will always work with the best interests of our customers at heart and seek to purchase their chosen property. Regretfully we were unable to purchase the home you wanted this time, but I am pleased you have found an alternative option for your future needs.

Should you wish to discuss your experience further please reach out to me directly via service@homewise.co.uk, and I wish you the best of luck in your new home.

Dominic
On behalf of the Homewise Customer Care Team

Réponse de Homewise

20 sept. 2024

Thank you for your feedback although there seems to be a misunderstanding as Homewise does not provide lifetime mortgages and/or financial services. This is reflected throughout our marketing and literature, which is designed to be open and transparent about the service and product we offer.

Homewise offers the Home for Life Plan, whereby we purchase a property (subject to criteria) chosen by our customer who in turn purchases a Home for Life Plan to live there for their lifetime at a significant saving against the value of the property. The Plan includes a Lifetime Lease which is registered at Land Registry, providing security and the right to live in the property rent-free and mortgage-free.

Please be assured a Home for Life Plan purchase cannot proceed without our customer receiving full legal advice through their own independent solicitor, with that solicitor confirming that the customer has a full understanding of the terms and effect of the Plan and has chosen to proceed with the purchase.

Your personal account manager remains available to answer any questions you have at any time. I understand you have been working with her and our colleagues in recent months, discussing viewings on your chosen properties in the hopes of progressing with the purchase of a Home for Life Plan, and wish you the best of luck in finding your new home soon.

Best regards, Raye
On behalf of Homewise