Help To Buy Avis 

Over 60 days help to buy have had my money £65k, along with all the paperwork needed to discharge. (I was told it would take 20 days)

I've phoned 4 times across these 60 days to be told "A chaser email has been sent" the operator is just reading from a script.

I've emailed the complaints department on the 3rd of July. Still not had a response in 10 days. Even though one of their team told me they respond within 48 hours.

Was told on Tuesday 9th of July a team leader would contact me within the next 3 days. More false promises.

They're more interested in getting you off the phone.

Help to Buy you're holding up a mortgage application and you are putting me at risk of them pulling out.
Everything and everyone is waiting on you to do your job.

There was quite a wait on hold however, when I got through I spoke to an agent called Charlie D who was extremely helpful. She provided fantastic service.

I recently had the pleasure of speaking with Daniel at the Help To Buy office, and I was impressed with his exceptional service and expertise. Daniel took the time to guide me through every aspect of my Help To Buy equity loan with remarkable patience and knowledge.

From the very beginning, Daniel meticulously walked me through the exact calculations, ensuring I understood each step clearly. His ability to break down complex financial information into easy-to-understand terms was incredibly helpful. He also took the time to explain the key differences between an interest-only loan and traditional bank loans, which made a significant difference in my understanding of my options.

While I don't necessarily feel that the scheme itself is great, as it can kind of traps you into a debt spiral, I do recognise that it is at least a way for first-time buyers to get onto the housing ladder. This is something I do not hold against Daniel or the fantastic service he provided.

Moreover, Daniel provided invaluable advice on how I could go about paying off partial or full equity on my loan, should I choose to do so in the future. His thorough explanations and willingness to address all my questions made me feel confident and informed about my financial decisions.

I am extremely grateful for his professionalism and patience.

Thank you, Daniel, for making this process so much clearer and stress-free.

Sadly, I cannot get hold of the team to discuss my HTB loan. My current mortgage deal on my new build ends end of October and I thought I'd start getting on with it ASAP. I have been waiting a response since around 11 June 2024! it is now 3 July 2024. Time is ticking and I need assistance. I would like Lenvi to contact me ASAP and tell me the steps I need to take.

EDIT - Finally spoke to someone on 03/07/24 but now awaiting emails to assist and they still haven't arrived - I need to work on my HTB loan this weekend!

Where is the response to my complaint made 2nd January 2024, Lenvi won’t respond to emails or answer the phone, the complaints system is an absolute joke.

UPDATE IN RESPONSE to LENVI’s answer, NOBODY has been in touch absolute rubbish, this company are a absolute disgrace, I’ve been lied to by them in the past and guess what this is yet another lie

Charlie from customer services was the most helpful person during the entire process of selling our property. I would like to extend my thanks to her — she is the gold standard of customer services!

Having had little help and advice elsewhere from other companies Daniel in customer services was really helpful and put me back on track, great service.

Allowed me to buy a better home 5 years ago, so cant complain. Dealing with a remortgage now and whilst the process isnt optimized the people I've spoken to on the phone are always as helpful as possible. I specifically dealt with Brandon today who was excellent and really seemed to do all he could for me. Cheers mate.

I recently had the pleasure of speaking with Ben from customer service, and I can't recommend him highly enough. In an era dominated by automated responses and a tendency to berate rather than support customers, Ben was a breath of fresh air. He responded to my queries in a friendly, professional, and warm manner. Any company would find him an asset, and I wish all my customer service interactions were like the one I had with him.

I was told I qualify for free window replacements but the company wanted £8,000 for one bay window. THIS IS ONE BIG SCAM looks like the window company First home improvements, used this Help to Buy as a way to get people involved in their scam. I'm in my late 70s and I nearly got into a lot of debt.

I am on a call with Liam , my situation is wanting to repay my loan in full, he was very helpful , knew his stuff and helped me get everything i needed , there is a bit of waiting and being on hold but nothing too unreasonable. Really Good Customer Service

Utterly appalling. Harassing me about non-payments depsite never having missed a payment. Will not respond to any of my responses. Need to be stripped of this contract immediately.

*Update*
I have now sent 7 emails over the space of several weeks, not one reply, not even an acknowledgement. This is to an email address listed on a .gov.uk website. They absolutely need stripping of this contract.
Their response from 8 days ago (for the sake of TrustPilot) said I would be contacted by them. 8 days later, they have not done this.
Appalling service.

*UPDATE*
16 DAYS LATER, MORE EMAILS SENT, NO RESPONSES, AND DESPITE THEIR COMMENT BELOW, ONE OF THEIR AGENTS HAS YET TO STILL CONTACT ME

Avoid unless desperate. Received x16 letters from them in one day regarding setting up a DD, all dated more than 6 weeks ago. A few days later we received multiple letters (in one day again) threatening that our account will go into arrears, again all dated more than x6 weeks ago.

Took me three weeks of calling to finally get through to talk to somebody, who couldn’t discuss anything because they had the incorrect DOB’s on record. I’ve sent multiple emails to them also but have had no response.

This scheme seemed like a great idea at the time but is becoming a massive cause of stress.

Worse to deal with than Student Finance…

Yes it can take a while to get through but not always. And when you do get through the customer service is great. The big issue they need to resolve is answering emails and recording docs that are sent. But their phone service more than makes up for this. I was only able to buy my home because of the equity loan and now I'm able to sell it and pay back the loan. I'm very grateful for all the help I've received. The customer service I received today was as good as it gets and the last call was similarly so helpful. Just got all I needed done and were really informative.

These people are absolutely clueless, nobody seems to have any knowledge of the help to buy scheme or how to help me, and when I ask to speak to a manager they are on lunch or in a meeting. This is a government service, and it is embarrassing how incompetent they are. Stu, Bob and Kevin from the minions would run this company better than they do. RC, AT and ST you should be ashamed of yourselves - provide your employees with sufficient training and CS skills, then perhaps you will get some more 5 star reviews, until then it will remain a shambles.

Every time I have called the service has been great.
Everyone has been really helpful and dealt with queries like my redemption statement instantly.
The can have very long wait times but calling first thing or at dinner time always worked well for me to speak to someone within a few minutes.

I required a very quick Help to Buy Redemption figure. My call was answered very quickly and after going through the security checks while I held on the figure was produced and emailed to me
Heng was very helpful and patient

Awful service. The people who work here have no clue what they are doing. Every time I call up I am given different information on requirements and then told the previous agent gave me wrong information. Put a complaint in and waiting on a callback. Still no closer to a resolution.

Update - managed to get this resolved by emailing their CEO. I have had to chase them and keep the pressure on at every touch point. It also took 12 weeks to respond to my complaint and only after I emailed the CEO again for an update. I received £200 in compensation for their extremely poor service.

They love to waste your time, been waiting more than 3 months for a redemption certificate and they refuse to give me any updates as to when I might receive it, I’m at risk of losing my mortgage offer over a piece of paper
Don’t use help to buy if you can afford not to

The inefficiencies and incompetence of the people working here is unreal, it is shocking they have a contract with the government. Dont answer calls or reply to emails - needs everyone to report.