Help To Buy Avis 

Great customer service by Misbah! He was very helpful in explaining the process of H2B loan redemption. I asked for regular updates and he would email every few days with an update on my account - very reassuring during this stressful process! Thank you so much Misbah :)

I spoke to Jarrard today and what a pleasure it was. He was so patient with me and it felt like he really went above and beyond to help me with a process which was becoming slightly stressful.
He was so informative and put me at ease!
Thankyou so much, amazing service :)

I would like to say big Thank You!! To "Shannon H" and her remarkable customer service she is so patient helpful and so good at keeping me updated with my case. Shannon is a credit to your company. :)

I thought the company before these were bad but this company are even worse. My account was put in arrears due to the previous company. I have been chasing for months and months now for my account to be looked into but I just get ignored. No one respondeds to your emails and they never call you back when you contact them. JOKE

Muaiyad Redemption agent - brilliant adviser
What an amazing person, full of knowledge, highly patient and thorough, explained each and every step clearly and made sure that I understood, He spent three hours on my case as he had to clear so much confusion caused by previous help to buy and target HCA agents.
Please please promote him to manager post because he deserves it.
He treated me with respect and did not sound tired.
I wish all agents could be like him and I could only speak to him whenever I called back.
He resolved all misinformations and made things streamlined.
Lots of respect for such a hardworking person.
He came across as great human being.
Good luck to him for his future. 💐

Made a complaint against Lenvi on 2nd January 2024 due to them lying to my solicitor which cost me hundreds of pounds, still waiting for outcome of complaint, I’ve emailed them numerous times but no response, I’ve tried to phone the complaints team on the number given by them on a email but yes you guessed it when you phone them it goes to a answer machine and the message says that they won’t answer the phone, absolutely disgraceful company
Update 20 June 2024, I lodged a complaint with this organisation SIX months ago and still haven’t had a answer, I tried phoning, emailing you name it I’ve tried it but no answer, Ive had enough now once the general election is done I’m off to see my MP and see what can be done about this absolutely disgraceful company and lack of accountability that they show everybody

I dealt with Elise and Harley over 3 phones calls. Both were very helpful and extreamly quick to help. Could not ask for better customer service.

Perfectly friendly when you get through but expect wait times of 2-3 hours per call (based on my calling them 4 times). Please don't expect replies to emails or that they are actioned. Every time i've emailed them i've followed up with a call to find the email is lost/deleted etc.

I spoke with Harleigh on the phone and was super helpful and very friendly.
I didn’t wait as long as I thought I would have to and all my questions was answered as well as coming up with solutions to anything that couldn’t be sorted at the time.
Thank you for being so patience and very polite

I spoke to Heng this evening (Friday). I wasn’t holding too long, max 10 minutes (I work in customer service and in terms of wait time this wasn’t long at all). He was efficient and helped to answer all my questions and put my mind at rest regarding paying our loan. An asset to the customer service team at HTB.

Today I called help to buy and spoke with Connor G. Well what can I say, absolutely amazing service. I have had a few interactions with help to buy, via email and telephone and was a little disappointed and frustrated.

However speaking with Connor has change my whole opinion of help to buys service. He’s effortlessly fantastic!!

I called today to ensure that help to buy had all my information needed for my redemption. Connor was absolutely fantastic! He handled all of this with ease, had the answers to all the questions I had. It was amazing service, he was so polite and professional. I really think that Connor sets an example of exactly what someone should be like when dealing with customers!!

Connor should train all the colleagues on his ways, as he has a great way of supporting customers dealing with such an important process.

So thankful for Connor today, literally made me and my solicitors so happy!
5/5 all down to Connor!

I hope that everyone can learn from his example because he’s fantastic!

We spoke to Connor regarding our help to buy redemption, he was brilliant and sorted everything out in one phone call without any hassle.
with something we heard can be quite lengthy and stressful it was Wonderful service!

Farhan R was fantastic, he was patient, stayed on the phone and helped me sort everything that was needed. Nothing was too much trouble and I really appreciated his time. Excellent customer service thank you again.

Every single time I have used this service over the past month, the staff have been nothing but polite, helpful and knowledgeable.
Due to the urgency of my queries, I will often send an email and follow up with a call, so my dealings have been mainly over the phone.

Most recently, I have spoken with a lady named Harley, who has been an absolute delight. She has worked really hard to help with our sale, going above and beyond to trace progress and push items along.
She has been thorough and diligent, expediting where she can to ensure we can get moved in time with the rest of the chain. You really can’t ask for much more.

I’d recommend the service, and particularly Harley, who has been nothing short of a superstar.

Harleigh J was extremely helpful and lovely to talk to. She took the time to confirm the correct information and the process of next steps and was very reassuring. Need more customer services people like you at Lenvi. My first experience in a very long time of someone that actually knows what she is doing.

As a mortgage adviser of 40 years, I have to say, having just come off a call to Jarrad Roberts regarding a HTB query on behalf of my client, I must say Jarrad was an inspiration in how to deal with people. He was incredibly user friendly, knew his stuff and so helpful. I can think of many industries that would benefit from people like Jarrad working in them. Well done sir!

Jarred was extremely helpful and lovely to talk to. He took the time to confirm the correct information and the process of next steps.

After running around in circles for what feels like weeks I managed to get the documentation and requirements sorted with Jarrad in what felt like 10 mins, polite and patient throughout.

My elderly, disabled, recently bereaved mother is currently holed up in a guesthouse with her dog because Lenvi cannot get their fingers out of their backsides and produce a simple piece of documentation for her home purchase.

We're told it could be a further 15 working days, which sounds optimistic given what I've read.

Maybe the incompetent directors of Lenvi and the politicians who appointed them would like to spend weeks on end with nowhere to live at huge expense and see how they like it?

These people should be in front of a committee explaining themselves.

UPDATE 13/02/2024 14:00

Today I've received a first meaningful response to my application to repay my loan.

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I first contacted the Help to Buy Customer Service team 2 months ago.

I have repeatedly followed up with a simple request, that they acknowledge receipt of my application and provide me with a timeframe within which they will handle it.

They have repeatedly responded with nothing.

When I emailed their complaints department they did, of course, respond to my email, give me a case number and a timeframe for handling my complaint (four weeks to investigate and reply with a final response) plainly demonstrating that they do in fact know what is expected of them.

The single response that I have received from their customer services team stated "There are no documents attached", implying that Lenvi, who claim to be a market leading fintech Software Development company, employ staff who cannot open email chains or download and open attachments.

The updates and responses I have had to my complaints case appear to be automated, suggesting that they are not actually looking into my case they simply want to appear as though they are.

Lenvi have had more than 6 months now to fix their front line customer service, it appears they just don't want to.