Help To Buy Avis 

Absolutely tragic in every sense of the word, this company should be ashamed of themselves.
We are due to complete on a house sale and onward purchase and these jokers are literally holding the whole transaction up, all we need is their redemption statement, do you want your money back or not? Why is it this difficult?!
Several emails gone unanswered, and can't get through to them on the phone. Myself and solicitors have spent numerous hours chasing these people up, to no avail.
I've approached our local MP who is forwarding our complaint on to the MP for housing, levelling up etc. Will see if that gets us anywhere at all, but I won't hold my breath!

Lenvi is clearly incapable of doing the work they have signed up for. It's beyond a joke that people are being put through this. Looking through the reviews below, it makes me laugh as Lenvi are providing multiple emails to send in complaints to within their replies. It looks like they struggling to even manage that! I have been waiting since Mid June for a response, but have received nothing at all in return.

We’re about to lose the house we’ve waited for MONTHS for!

Our solicitors have contacted this company numerous times to obtain consent for a change in details as the help to buy property is listed incorrectly with land registry. ALL WE NEED IS A CONSENT EMAIL REPLY.

This is the only thing stopping our house purchase and it’s taken so long the sellers are going to re list. LENVI please help us before you leave a pregnant woman without a house!

This company needs closing down and reporting immediately!

Ive paid my fees for the help to buy transactions- but they haven’t done anything about it! This is technically THEFT!!

Absolutely terrible! I’m
Shocked that in 2023 we find ourselves having to deal with such sub standard companies, playing with peoples lives and causing huge financial losses and stress. Disgusting the government and Lenvi should be held responsible and ordered to pay compensation

***Updated 09/08/2023***
I finally got through on the phone and the colleague who I spoke to Rachel was incredibly helpful.

My solicitors called though yesterday and got through straight the way and we had our Authority to complete back within 24 hours of submitting the undertaking.

We may have got lucky with the service this time around or they have improved, I am hoping for the second option for everyone's sake.

As above, when you do get to speak to someone they are incredibly helpful.

***Original review 12/07***
Our original help to buy survey was due to expire and we are close to completion of our sale. I sent an updated desktop survey and they emailed me back saying the original survey has now expired(I sent desktop survey before original expired) I have emailed back both surveys on the 16th July and still have not had a response and our solicitors need to complete the redemption pack. If I cant my authority to complete by the 11th August we are going to lose our house sale and it will be squarely Lenvi's fault. Trying to get through on the phone? Forget about it. Target were fantastic when managing this scheme, I know have serious anxiety trying to get this sorted.

I feel failed as a customer. I will never again go with a government scheme if they are not doing due diligence on the business wanting the contracts without the resources to manage. I will have to get a new mortgage deal, new valuation and go through all this again if this is not sorted asap. I see no light at the end of this and will never recommend this company or a government help to buy scheme.

Like everyone else, stich for weeks for just a straight forward redemption statement. Have emailed, paid, solicitor waiting, called for hours and hours, forms filled, survey nearly expired now!

Update - I have seen remarkable turnaround in service now. Staff followed up on complaint and also the phone lines are more streamlined now - the waiting time has drastically reduced. Based on significant improvement, I am increasing the experience from 1 to 3 stars as I am only half way through the process. Lets see if it can complete a full turn around!

Disgusting service. My client is on SVR on his mortgage paying nearly triple what he should be because Lenvi haven't responded or provided the documentation we need to complete the remortgage. Our complaint hasn't even been acknowledged after 3 weeks! My client paid the £180 admin fee back in May and has been ignored ever since. The one time he's been able to get through on the phone, he was placed on hold for an additional 20 mins after waiting hours to get through to then be hung up on because the representative didn't know what they were doing. Huge financial impact and we will certainly be taking you to the Ombudsman.

Lenvi if you see this please respond as I am having to result to trying to reach you via trust pilot because you wont reply to mine or Enact's emails. A/c- 786601

It’s been five weeks since I submitted an application for the redemption of my Help to Buy loan, and since then, I have been attempting to contact their customer care team without success. Despite sending several emails, I have not received any response, and my attempts to reach them via phone calls have gone unanswered as well. Even my solicitor, who reached out on my behalf, has not received a response. All I need is a redemption pack from them. I am incredibly disappointed with the level of service I have received. I have escalated this matter to my local MP, Angela Rayner, as I find it surprising that a company with a government contract operates in such a manner. I genuinely hope that Lenvi takes notice of this review and promptly addresses my concerns regarding my loan redemption.

Urgently need documents and at risk of losing next property if this isn't finalised by the end of this week. Fee paid three weeks ago and all documents sent over via my solicitor. Despite emails, direct messages on Twitter and calls, have heard nothing. Emailing customer service does nothing, the complaints email below bounces, and I have been sitting on hold for hours. Target were excellent - speedy responses, quick to answer the phone, and very helpful. In comparison, Lenvi's service has been absolutely appalling, causing unnecessary stress and detrimental delays. Despite claims of working on providing a better service, most are yet to see that.

Update: After my second attempt today at calling, I was answered at 50 mins. Over an hour later, I was told everything was sorted and sent to my solicitor. I double checked with Lenvi and this was confirmed. I then had a call from my solicitor saying nothing had been done correctly. My solicitor sent another email to customer service with very detailed information on what needed to be provided. I called back and CS picked up after 47 minutes. Two minutes in, I was told I was going to be put on hold whilst they found this email. Another hour later, I'm still waiting for whoever answered to pick me back up off hold. I can't even begin to describe how angry I am.

Update 2: spent 8 hours in total either on the phone to or on hold (mostly the latter). The last person I spoke to (fourth person today) had limited knowledge and a hostile attitude when I was trying to clarify and prevent duplicated documents being sent over. Finally was told I needed to resubmit everything in one email (again) and fill in a different application form to the once received when I first reached out for required documents. Then I need to pay an additional £50 fee on top of what I have already paid (£115). For what, I don’t know. Rather they should be paying me and my solicitor a fee for time wasted. Then I need to call back tomorrow and repeat what I have done today.

Absolutely shocking. No replies to emails. I have sent all information to them to remortgage and paid the admin fee over a month ago and still heard nothing. Made a complaint and surprise surprise heard nothing. What is going on?? This is going to end up costing us an extra £600 a month as our new mortgage will expire soon so will be put on a variable rate

A lot of problems seem like they have been inherited from Target.
Yes it is impossible to get through but that is due to such a high call rate and problems from Target.
Once I spoke to someone they were so helpful so I can’t fault the actual service just getting through! Steve was especially helpful x

I honestly can't describe how dire this situation is, it's appalling that a Government Service that is supposed to help Home Buyers is actually causing so much misery and distress to so many people. How can this be allowed to happen?

All I want to do is re-mortgage. I have been offered a fixed rate deal from my new lender, but I just can't get any response (or sense) from Lenvi, everything leads to a dead end. It's impossible to get through on the phone (they cut you off after 1 hour in the queue) And there is no response from email enquiries, I paid my application fee over 2 months ago and feel like I have been scammed. I will now have to revert to my existing lenders SVR which will cost me hundreds of pounds per month more (which I intend to recover via legal action) My conveyancers are also unable to contact anyone. The whole situation is dire. Worst case scenario is my mortgage offer will expire. It's costing people thousands of pounds in a cost of living crisis, home sales are falling through it beggars belief how this can be allowed to happen.

Please read through all the reviews on this site which have the same experience. People are really suffering because of this appalling service!!!

what will it take for this to be sorted? Someone being pushed too far, over the edge and ending in a tragedy? All for profit??

Appalling and there should be a judicial review/ enquiry into this shambles of an organisation. I have sent a complaint in over a week ago and nothing
I’m simply asking for a redemption pack as I want to send them money!! Do you not want it. I’ve lost my sale this week and are now having to sell for £15k less I will be suing them as I am a solicitor. They are impossible to contact and the people who do reply lie and say you will get a call back and you don’t If I do not get my redemption figure this week my claim will be increased £1000 a week

The most useless company I have ever had the misfortune of dealing with. They charge £200 in fees to process a redemption of the loan when you sell your property and yet this shower of clowns take weeks to issue a simple authority to proceed letter.

They then preceeded to continually take payments after our account had been closed - it has now been nearly 3 weeks since I contacted them by email to ask for this to be refunded and I have had no response from anyone. Their phone system is a joke, you are on hold for an hour and it then cuts you off. Ended up using up my entire phone allowance this month and wasting my life trying to get through to someone.

It takes 5 minutes to respond to an email and less than 10 minutes to process a refund. Funny how you have been responding to negative reviews on here within 48 hours.

Lenvi are not answering the phone or replying to emails! My deed of postponment has not been processed, Lenvi have sat on it for 9weeks, I am at risk of loosing my mortgage offer with a fixed interest rate for 5 years, which expires soon and all the while I'm am stuck on the SVR paying hundreds more pounds every month. I have written to Money SavingExpert in the hope Martin Lewis will hold this company to account as well the Housing Minister Rachel Maclean and my local MP in the hope they can help us all who are stuck in this awful situation at the hands of incompetent administrator's for a government scheme that was supposed to help people!!!!

I do hope that some lawyers are reading about this disaster of a company and will facilitate bringing a class action against Lenvi for the financial losses and hardship they have caused so many people because of their incompetence.

HCA account number: 1026465

I've been working on this remortgaging process since February. All went ok until I got stuck with the deed of postponement, which has to be simply signed and returned by Lenvi. I've sent this with my solicitors in May and have heard nothing back. Then they came back telling me that my account was £1 arrears. This came out from my direct debit a couple of days after (as you would expect, as it's set up that way). I call them, and after 20 hours of total waiting time I managed to get hold of someone who told me that I actually have to send THEM the deed of postponement (in blank) along with other documents to proceed. My solicitors told me they had no clue of this, as it was usually Target (previous admin) who would send their form. So we send the documents on the same day. I call again to chase and I'm told that now there is a £1 arrears again - guess why? Because every correspondence with them takes more than a month and by that time you would have another £1 in arrears because it's a new month. Now I have to call their payments team (not sure how long I will have to wait) to pay that, and also to chase them separately on the deed. I have no confidence that I will complete the re-mortgaging in time (end of August). SVR at the moment is 8%, I'm now paying 2%. Means that I will have to pay £1,200 more each month due to Lenvi's issues, nothing to do with me. I will go to ombudsman for sure once this process is done to recoup the costs, but if you feel at least a bit sorry for the thousands of homeowners you have held hostage, expedite the process to the extent possible and make some change. I need to get my deal done as I cannot afford to bleed cash like this.

SOMETHING NEEDS TO BE DONE!!!!
I can’t believe how many reviews I’m reading with EVERYBODY in the same boat !!!!
My solicitor has been trying since 26th June (it’s now 20th July) to get a consent to complete form !!!
I’ve paid the admin fee, I have my redemption now all’s I want to do is pay this loan off !!!
Why is that so hard ????
What will it take for people to be given the service they deserve !!
Watchdog? Martin Lewis ?

How about we all decide not to pay the interest on these loans and don’t pay they off - I’m sure you’ll be in touch then !!!!

I’m at the end of my tether calling everyday - no one has time for this and no one can afford to stay on SVR in this current climate - even if we complain it feels like nothing is going to happen !!
So what do I do ??