Help To Buy Avis 

Jarrad was very helpful, efficient and polite. Resolved my call in under 10 minutes and gave me exactly what I needed.

I am a Conveyancer who usually has the displeasure of dealing with Help to Buy. However, today - my opinions of the company has changed and that's down to one man only. Mr Jarrad Roberts! I have an urgent completion with a vulnerable client on Monday and had to get the amended Authority to Complete from Help to Buy today!

After various frustrating back and forths with other agents, at around 4.30pm on a late Friday afternoon, the conveyancing Gods looked down on me and blessed me with the Help to Buy agent/advisor, named Jarrad Roberts! After being on the phone to him for about 30 minutes the line dropped and my world fell apart again. I redialed the Help to Buy number anticipating another hour on hold but low and behold, Jarrad called back and reception popped him straight through to me!

After being on the phone with me for well over an hour (mind you, well past his shift end time) getting the document amended, he was finally able to provide me with the Authority to complete needed for Monday's urgent completion!

To the seniors who look after Jarrad Roberts, you have no idea how lucky you are to have such a kind hearted, lovely, personable and knowledgeable agent working in your company. Please treat him well and provide him with the raise he deserves.

From now on, if i ever have the onerous task of dealing with Help to Buy again, I will demand that I speak to Jarrad and nobody else. What a star that man is. Jarrad, please reach out if you have space for another friend in your life, you are truly fab with a good conscious of helping people out, even if it means going the extra mile!

THANK YOU JARRAD!!! From one Property professional to another :)

After reading all the horror stories here about Lenvi, we decided to follow a super strategic approach. It worked with no issues.
Do this, and you'll be sorted extremely fast.(days)

1. Write only a single email to Lenvi, with all necessary details and documentation attached. Gather everything required, do not send separate emails with bits of details.
2. Note that Lenvi won't reply to your email, skip the step of waiting for them to write back.
3. Call them. I managed to get through the first try after 30 minutes.
4. Be nice. Tell them that you have sent an email - they'll ask for your email address you used.
5. They'll put you on hold - this will take a while as they will be reading your email looking through your documents.
6. They'll inform you that (if) all your documents are fine and they'll send the necessary authorisations.to.your solicitor.
+ I asked them to copy me in to emails sent to our solicitor, so I could see what was going on.

If you already sent multiple emails with bits of information I would advise to send another email containing all info+docs together. Make a note of the date you sent this email, so you can point them to the right email to read through.

From this point it's up to your solicitor to deal with them.
+ Ask your solicitor to confirm in writing that they will be chasing up whether Lenvi sorted the removal of the charge with Land Registry.
This should be their job.

Hope I could help.

We have been waiting for almost 6 months now for Lenvi to reply back to our solicitor. 8 emails, an hour or more on hold several times a week and still no contact! they are the only piece of the puzzle left, that are stopping us completing our sale. Our buyers mortgage offer expires next month and then they will pull out. We are so desperate now but can’t get anywhere. I don’t know how they are allowed to get away with this complete lack of contact. We have already spent so much money and if they don’t reply soon, the sale will fall through and we will have to spend even more. All we need is for them to agree to the valuation (which has now expired because they haven’t contacted us for 6 months).

Moses was excellent and knew exactly what was needed. Very impressed with the service.

Thanks again for all your help.

Send a redemption form for my property - no confirmation from them of receipt or any communication of any kind. I have then followed this up via phone but apparently no one works for them as no one every picks up. Longest I've been waiting is 1hr 30 mins and still everyone is too busy to answer my call. I have since followed up my original form with 4 emails and still now response. I will be filing official complaints with Lenvi and any financial body that Lenvi fall under the jurisdiction of because never in my life experienced such poor service. Surely what I am asking you to do which is to start the redemption process is a streamlined process as you have to deal with it all the time!

I have tried contacting you numerous times via email and phone and not getting anywhere.

I was sent an email at beginning of December stating our account was in arrears due to direct debit not being taken for 3 months.
I made a bank transfer to clear the arrears, but still no confirmation to say this has been applied to my account.

Please can you advise why the payments have ceased to be taken from our bank since September.
I have checked with our bank and the last payment requested was the 4th September 2023.
The direct debit has not been changed or cancelled and there is always available funds.
there has never been an issue with payment being taken in the last 8 years, so struggling to understand why this has happened.

This seems to be a failure on your part to request the money from our account via direct debit.
Secondly, why have you taken this long to send an email regarding this?
Last payment requested by yourselves was in September, so you have caused these arrears by not only failing to request payment for the last 3 payment due dates, but no attempt to contact us to make us aware. We have not changed our contact numbers for over 10 years and if you could not reach us via telephone, either a postal letter or email and after the first arrest occurred should have been composed.

Please can you check our direct debit is set up on your system, as your failure to communicate and/or request funds has caused a lot of issues.
Now in January and again direct debit has not been taken

Paid off my help to buy in May 2020.......the deeds have not been changed still!!!!!!!!!! iv just found this out as im trying to buy a new house. So im stuck like everyone else.

I am currently in the middle of being bought out of my current home & purchasing another home. I have paid off my Equity Loan in June 2023. This has not been removed from the deed, preventing me from purchasing my new home. I was promised from day one this would be escalated. Every other day at the very least, I have wasted up to two hours ringing Lenvi to chase this up & all I get back is contradicting information. "All we can do is send a chaser to the team that deals with this because we do not have a customer service base." All they do is repeat the same thing. They cannot put you onto anyone higher in their position because "no one is available." When I explain that the case is meant to be escalated, they just repeat "we have a backlog."

Honestly - No one do Help to Buy because they are truly in over their heads with this. It is incredibly stressful & financially backwards, if I had known the charges & costs that came with incompetence, I would never have done this.

Currently on hold to Lenvi trying to pay the admin fee to allow the completion of my remortgage. Lenvi are virtually impossible to reach, I’ve spent countless hours on hold to them over the past few months, they do not communicate with the solicitors and nobody seems to know what the next steps are. I am now on a variable rate and my mortgage has gone up over £800 a month which has caused immense stress. The whole process is criminal, it’s cost me nearly £2000 in RICs valuations and it is still not resolved, how they can get away with this is beyond me!

An update to my previous review!

My complaint has now gone silent, nearly 2 months without contact (when they had the cheek to tell me I had to reply within 14 days to prove my financial loss) and now no response to multiple emails sent. To top it all off, you ring the complaints number to be told they are too busy and can't take the call, unbelievable!

Their auto response to negative reviews no longer advises to contact the complaints@ email address. There needs to be a serious review into this company and how they have been awarded the contract for HTB

Taking further legal advice

This would be a 0 if that was possible.
Started a Transfer of Equity in May this year, we are STILL not complete. Been told lie after lie, incorrect information sent over, contradicting conversations with different people and honestly, the most horrendous service. They have LOST our documents and told us our Deeds were being sealed when they were not. I have never ever known anything like it.
The stress this has caused is next level, it's holding up another property purchase and the new mortgage offer for the Transfer expires in December. So, that will be the icing on the cake if they cause that to happen.
I have 2 complaints raised & neither have been dealt with. They fob you off everytime.
I wish we NEVER went down the HTB route. I will be looking into Legal Action for everything they have caused and are still YET to do.

I'd been dreading selling as everyone had said the process is a nightmare, yet my experience has been total opposite and nothing but great! Jagpal Singh has offered amazing service and I'm super grateful. Thank you!

I paid off my Help To Buy loan in full back in 2021, but the charge STILL hasn't been removed by LENVI and so the loan continues to show against my name with Land Registry.

My mortgage deal runs out next month and this issue is now preventing me from remortgaging. My solicitors have spent MONTHS sending urgent emails to LENVI as well as making countless calls, but they have heard nothing back. The situation is now desperate and I am having sleepless nights; if LENVI don't provide my solicitors with a DS1 in time then my bank will move me to a variable mortgage rate which I can't afford, meaning I'm likely to lose my property.

I have been advised to make a formal complaint to my Financial Ombudsman which I'll be submitting shortly, but I don't know what good it will do. Following that, I see no other option but to take annual leave from work, travel from London to the LENVI offices in Cardiff and stand in the lobby until someone helps me.

I repaid my HTB loan 3 months ago, have already moved out yet am still receiving letters about paying it off/removal of the DS1 charge. Each call is met with an hour on hold followed by the line cutting out.

So stressful!!
I have been trying to sell my house for the past few months and despite daily phone calls and promises of help I am on the verge of loosing my sale. Lenvi cannot provide me with the information I need for my buyer’s solicitor even though my solicitor has written to them twice. Sometimes I’ve spent over four hours a day on the phone to them. On Friday I phoned them three times and I still haven’t received the paperwork I need. I feel very let down by the entire process and despair at the rising costs.
I have tonight written to my local MP for desperate help!

Wow lies just lies and all they say is sorry you were told false information we will improve are training. Great what about the huge financial stress and mental stress its caused us and still is as still not sorted been going on since March.
No one to take responsibility for what's happening to 1000s people just trying to pay off their help to buy or sell their house etc.
House of England won't get involved .
No one accountable.
Thankfully we been able to extend our Mortgage offer until November just praying it gets resolved by then or we may loss are home but it's ok as they sympathise and understand.

The original valuation was provided to them and approved back in August.

On the day of exchange for my partner's flat they then requested a further desktop valuation (the original was an in person valuation).

This was arranged and provided to them within 48 hours - sent on 8th Sept.

It has been marked as Urgent and is with Help 2 Buy's legal department. 

We have called every day since to chase. No ETA has been provided. 

There are numerous families in the chain about to collapse. We're at risk of loosing over £10,000 in fees and costs.

We just want to PAY BACK the HTB loan!!!!

**PLEASE HELP**

I have been having a difficult time communicating with Help To Buy, often being on hold for a long time then getting cut off after 60 minutes. Today I got through to Heythem who was AMAZING. I'm on a deadline of Wednesday to complete on my house sale and Heythem just sorted everything there and then. An absolute credit to your customer services team.