Help To Buy Avis 

I need to move asap and I'm still waiting on them emailing me back or picking up the phone. I've been on hold for the last 2 days just waiting but nobody picks up the phone ever... I need this sorted ASAP

Been trying to contact Lenvi for 2 months now to arrange payment of our help to buy as we remortgage. Have paid the £200 for them to provide a redemption figure - 3 weeks later still not response - currently in a que and have been for 55 minutes!!!

My experience of moving home and repaying my Help to buy loan has been amazing, I had a very helpful lady named Sian who went above and beyond for our situation. We had a quick completion date and she’s managed to push all the paperwork through and get everything ready for us. Amazing customer service which in turn has reduced the stress of moving home massively, so thankyou Sian for helping us :)

Average wait is over 30 minutes to get someone on the other end of the phone. Email my documents multiple times for permission to sub-let, no response. When I called them eventually, they said documents were missing. I then forwarded the email that i had sent them with the attachments for which they apologized. Their admin is all over the place. Schoking !! Can't wait to repay the loan and not having to deal with them.

Awful service- did not reply to my previous emails and now 45 minutes on hold just for try and speak to someone. This is the 3rd time trying…

They have yet again mishandled my documents.

We are trying to sell our house and they cannot find documents sent to them on the 20th June!! Even though they have been speaking to my solicitor over the last few weeks, today the decided to not talk to them because they lost the authority paperwork.

Pathetic excuse of customer service.

Their bad work is having a real negative effect on people's lives.

*UPDATE*
They are quick enough to vet their trustpilot reviews, I had an email asking to conform who I was before any of my previous 2 weeks emails and complaints have even been acknowledged!!

They are the perfect example of how to not do things. Awful at every point of contact.

**UPDATE**

They responded to this review to say they would be in touch to help. They didn't get in touch, and my complaint is still outstanding.

We have now sold our house and I'm glad to be done with this absolute shambles of a company!

Over 3 months trying to repay a help to buy loan. People paying standard variable rates on their mortgages due to these incompetant people.

Shocking, useless, never repsond to emails, even when you manage to get through on the phone, which is rare, the people you deal with act with total arrogance.

It’s impossible to get in touch. My emails aren’t answered and I’ve now received a letter stating I need to submit a valuation report. I did this 3 weeks ago. I’ve tried emailing to tell them, no response. I’ve tried calling but have been on hold and unable to get through. This is delaying our remortgage and is very frustrating!

1 star is much more than this company deserve. I requested a change of surname on my account due to marriage 7 MONTHS AGO. I’ve emailed 20+ times, and receive the same automated response asking me to submit the exact same details. No one has bothered to reply in the 7 months, and my annual statement came through today confirming that is hasn’t been actioned.

How can a 7 month delay be justified for a simple name change, which is now holding up the sale of my house??

To make matters worse, all calls cut off after an hour. I have called every day for 2 weeks, sometimes numerous times a day, and no one has ever answered the phone.

Truly disgraceful, sloppy service. No doubt this review will be ignored by Help To Buy as they only reply to those who rate them highly, but if someone does read it, PLEASE RESOLVE MY ENQUIRY AFTER THE 7 MONTHS I HAVE BEEN WAITING!

Like others, I had to hold for almost an hour before someone answered. But the person then assisted perfectly, progressed my redemption application that I had submitted a week ago, and it's now back with my solicitors. So very helpful and efficient once I got through. So far so good and not as drawn out as I though it would be.

Absolutely terrible service. Spent four + hours on hold today alone and COUNTING (after being disconnected after every hour).

The whole process has been extended by WEEKS due to HTB not replying to emails or picking up the phone.

Emails are not being responded to event with urgent subject lines and requests within the email. We are desperately trying to confirm that our RICS survey has been extended so we do not have to pay for another valuation and FURTHER delay our sale.

PLEASE at the very least answer your emails with more than asking for contact details that have already been previously disclosed.

Wrote a review over 2 weeks ago and was asked for further information (telephone number). Received a response saying they'd be in touch but I've still heard nothing. Have emailed again and heard nothing. Rang the number.. nothing, never answered!
Every HTB customer should cancel their Direct Debits and refuse to pay.
****ING useless 🤬

At the time of writing I have been waiting 11 months to have my ex-wife removed from the Help to Buy loan, and this process is still ongoing. This has been going on for so long it is now likely to affect my remortgage, meaning I will have to move onto a (very high) variable interest rate until this is sorted, so I can then start the redemption/remortgage procedure. Communication is dreadful, whether by email or telephone, with both myself and my solicitor. This is causing a great deal of stress and anxiety at a time when I really could do without it. A truly awful company to deal with.

We have had a very poor experience with Help to Buy, email responses are non-existent and have to wait on the phone for over 45 minutes for someone to answer the phone, and also after waiting for one hour the call gets cut off so if no one answers you have to start the process again. We are full-time workers so we don't have the time to be on these calls and time is wasted waiting for someone to pick up the phone to help with an issue.
The problem we have had is that our RICS surveyor was meant to extend our valuation for a further month but had only extended if for a further 20 days which did not make sense. We rang Help to Buy to find out if an amended/corrected letter would have been accepted showing the mistake in extension timeline by the RICS assessor, however the person we spoke to over the phone was not happy to accept. Our house sale is now on hold and we are having to pay for another full valuation of the house.

. I spent almost 3 HOURS waiting for a person to pick up MUTLIPLE times but kept getting cut off I didn’t even have a single email replied to without the BLOODY same robot response,eventually I got through to Farhan. He was incredibly responsive and handled all my questions and took care of my account whilst I was on holiday. Without his help, the whole process would have been much more stressful, and I honestly couldn’t have managed without him.

PLEASE IMPROVE THE COMMUNICATIONS HELP TO BUY

Been waiting for a month for them to pick on the email from my solicitor and because they need documents to be amended, they will put my back on the waiting list..this will take 6-8 weeks and costs me £800 monthly. Nobody is taking any responsibility for anything and I been told that even for an answer to a complaint I will have to wait about 6 weeks. Absolutely shocking, worst customer service I ever experienced

Please AVOID.

Such a waist of time with full of USELESS staff working.

I have started my Equity Returns process since 3rd February 2024
Got all the information from one of the agent on the call and from website.
Went through Valuations, Solicitors, paperwork, Money arrangements and proof of money.
But until I call them they never send you any communication or update on your application.

Finally I have managed to get the money received confirmation email from HTB team in June.

Ever since I’m waiting for them to release my RS1 form.

Upon calling in July they said Agents found out wrong address and that’s THEIR SIDE fault. We will put back in urgent matter but you need to wait 20 working days.

On website it’s 10 working days but unfortunately it 20 UNOFFICIALLY.

And surprisingly every 2 to 3 weeks later I’m calling them and they keep telling me the same reason.
And asking me to wait 20 WORKING DAYS. It’s nearly end of year I don’t know how many working days left in this year so I can wait.

I filed a complaint and they said they will contact me in 5 working days and it 2 weeks later I’m calling them just to see the update as it’s 10 working days SO FAR NO COMMUNICATION AT ALL.

I’m on a call which is not connected yet after 51 minutes waiting and it will disconnect automatically if no one responds in 60 minutes.

I WILL NOT RECOMMEND IT TO ANYONE.
Stay homeless but don’t go this way.

Do not respond to emails sent weeks ago.
Attempted to get through on the phone numerous times with no response. Held for 40 minutes yesterday and they cut me off.
Currently on hold for over an hour... holding on today as completion approaching.

NOTE - Call will disconnect when holding for 1 hour

Finally got through and spoke with Charlie who dealt with my query quickly - don’t bother emailing for updates but be willing to wait on hold for hours.

Absolutely hopeless. Like so many others on here, I have tried and tried to get through on the phone. Sending emails is utterly pointless. Organising the repayment of our Help To Buy loan has been an utter shambles. They've had our application for 4 months and apparently done nothing with it. When I finally got through on the phone this evening, the advisor was very helpful and very apologetic. But now our RICS valuation is out of date (only valid for 3 months), so we have to get another one. What the xxxx?! If it takes 4 months to review a case, then of course the bl**dy valuation will be out of date. We cannot exchange because of this delay. Utterly useless and a disgrace. I presume somebody somewhere is making a fortune out of all this. When I asked to make a complaint I was told that I could, but it wouldn't be looked at until our case was sorted. I am now going to bang my head against the wall. I think that will be more worthwhile right now.

After numerous emails, which have been unanswered for over 3 weeks now, I have tried ringing multiple times. On hold for over 60 minutes! What is crazy is that the automated voice when listening to the same part of the same song that plays the entire time, the voice says "if your call is not urgent email us at.."... lady, if I'm on the phone then the call is bloody urgent!

Updated: finally got through, very informative gentleman I believe called Sai was a great help for me and provided all the details I needed. Changed original score from 1 star to 3 stars purely due to Sai's helpfulness.