Help To Buy Avis 

Since Lenvi took on the help to buy administration, progress has been non existant. We paid off our equity loan a year ago and we are still waiting for Lenvi to provide a signature so that we can complete the process with Land Registry. We have tried multiple times to get through and we keep getting told 20 working days for Lenvi to provide a single signature. Our house sale is being held up by this and you are unable to speak to a team leader. I have been told on multiple occasions that a team leader will contact me and I haven't heard anything. We are well past the 20 working days and it is impossible to get any progress. Lenvi is stopping people's lives through taking on the admin of Help to Buy without having the means to deal with all the issues. Being able to speak to someone that is able to action it rather than just log information would be an unbelievable start. Help to buy are happy to take the equity loan money but aren't happy to provide you with the required paperwork to remove the charge. It is farcical

Feedback from response from Lenvi - Improving the ability to get hold of people is one thing but the key is providing people with the documentation that they need. There is no benefit in having the phones picked up quicker if you are unable to action anything in a timely manner. The simplest way to improve call times is by getting paperwork over to people so they don't have to call!!!

Called up this morning and Spoken to Dylan Jones. He was enormously helpful and dealt with my query whilst on the telephone. They have only recently taken over from Target so a few teething problems are to be expected.
Dylan is a credit to Help to Buy, he was professional and courteous, with a great friendly and understanding demeanour.
Thank you for the great experience today and for dealing with my query speedily and professionally.

I'm one of many unfortunate people who are having to deal with Lenvi due to HTB loan administration being passed to this shambles of a company, after Homes for England's contract with Target HCA ended.

My solicitor sent £28,000 of my money on the 9th June and a completed DS1 document, yet three months later and the charge has not been released by the land registry.

I am now in an unfortunate situation where I'm trying to sell my property, using the equity to put into my new purchase. That equity is now £28,000 less than it should be because Lenvi are useless. Like others, it takes multiple attempts to get through on the phone and emails are not responded to within 10 working days.

I have been waiting since May for deed of postponement and release to be sealed to compete a transfer of equity. Originally advised the process would take 4-6 weeks, and we are now week 15 and counting due to a catalogue of errors and delays by Lenvi. Advisors make things up as they go and no one seems to understand the process or follow through on what they say they will do. We were advised this week they will take a further 6-8 weeks to seal the deeds as they forgot to send a document to their sealing team. My property purchase is now going to fall through and I will lose thousands of pounds. I will be seeking legal action against this company.

Hopefully this gets through to senior management I’m at my whits end with getting through to anyone , target / lenvi and homes for England all know about my case and that the ombudsman have upheld my complaint and was told that today 08/09/2023 I would be getting what I’m owed from target and homes for England , yet again all gone missing and now my mental health has caused me to take time off work due to all what has been going on over the past 6 years .
I’m now going direct to the press and the bbc as I put this off when approached last month because I was told it was being dealt with!!!

I paid the amount in the redemption statement on 31 July 2023. They have still not removed the charge on our property at Land Registry and I am about to lose my mortgage offer. This is going to leave me £100s a month out of pocket and ruin me financially!

60mins on hold every time. All the staff just say "they will escalate" and nothing happens. Multiple promises of callbacks that never happen. Complaint raised and no outcome.

I am going to be severely financially impacted and nothing is progressing. All they have to do is submit the DS1 to Land Registry. A simple process that they refuse to do after taking £140,000 from me.

If I could give 0 stars these would get it!
I entered my Help To Buy redemption request on the 17th July and myself or my solicitors are yet to hear from them on the 24th August. Been on hold with them and apparently for reasons out of there control they have to cut you off after an hour!
Lenvi will be receiving an email from me everyday from now until i hear back from them!

Would be 0 stars if possible. Our mortgage offer has now ran out because of the lack of moment and zero communication from this terrible company. We have now paid THOUSANDS in additional mortgage fees and will have to begin the whole process again. And again, have to use this company for a deed of postponement, even though we paid target for it originally. if you take over from a company you should take on their current correspondence and ensure no customer is left to feel helpless! not looking forward to the next steps. Two complaints made. Zero correspondence.

Terrible company. Hopefully government take the help to buy contract away from these money grabbing morons.

Member of staff RHODRI CHURCHES deserves a 5 star review. He alone sorted every single one of my problems from end to end and could not have been more helpful. This member of staff deserves the highest praise and I hope he gets it.

Overall however, zero emails answered, hence why I had to call as I am on a tight timeline.

If Rhodri hadn’t have been as exceptional as he was, this would have been 0. Give this man a raise, he personally deserves 5.

Same issue as everyone else, after nearly three months no communication and no cooperation until..........I got my local MP involved! Within a week I had a response and all documentation, it may help that my MP is the Justice Secretary so he has some good contacts. His advice to all is use your MP, the more that they get involved the more this will help sort things out.

Spoke to Heythem this evening after trying to get hold of the help to buy people all day and he was such a lovely guy and very helpful,thank you so much Heythem

John Davies is by far the most helpful person I have ever had the pleasure of dealing with at Help To Buy - he goes over and above to maintain his high customer service standards - John Davies deserves to be recognised for his work - he really is an example to be followed.

This 5 Star review is purely for the service that Aaron Munn gave me during the Help To Buy Redemption process. I waited on hold for about 3 hours in total, and was losing faith in getting things sorted, until I spoke to Aaron. He was quick to respond to enquiries, and acted very professionally in all correspondence. Without Aaron, this process would have been very stressful and he is a credit to the company.

I rang them today at just before 5pm , they answered the phone after 11 mins and sorted the authority to complete for me. Very helpful so do have faith maybe call earlier or later in day when quieter and remember to be kind to people on the other end! They are doing their best of a bad situation

I have just completed the sale of my property that I purchased through help to buy back in 2015, i was unsure of how to proceed with paying off the loan so I called the number on the help to buy website

A chap named Aaron answered my call and assisted me with my queries, I had read a few of these reviews and was worried that it was going to take some time to get this done, however, the chap I spoke with provided me with his email address so that I did not have any delays and I was able to complete on time, He is an asset to your business and was extremely professional throughout,
Thank you for all your help.

I’ll be honest, I started my redemption process whist still with Target and the service there was abysmal! Ok there’s issues, as with any new start up, but we all know Lenvi would have inherited the fair share of issues when target transferred the customer base to them! I managed to get through eventually after many long hours queuing and my case was dealt with promptly and efficiently! Thank you Lenvi, down be downbeat by the negative reviews!

The worst nightmare possible as customer experience. They do not reply to emails. They do not answer phones. Do they exist ?

I feel desperate, I am about to lose a mortgage offer which will cost me thousands. It is so unfair that Lenvi can get away with murder like this.

Their standard fake, recorded, meaningless replies:

- "We are very sorry for the incovenience caused..."
- "We are working hard to solve the problem..."

Take the whole experience to a new level of pain.

LENVI ARE USELESS!
My ex partner is buying me out of the property and Lenvi are holding everything up. Both solicitors have called, emailed and now even I am sat on their phone lines "waiting" to talk to someone.

Lenvi need to sort this out, I am paying a mortgage for a property I do not live in and spending beyond my means to do so!!!

Absolutely awful company. I’m buying a flat off of a seller who used help to buy but we can’t proceed as he cannot get his redemption statement: this is the ONLY thing stopping us from exchanging.
I’m going to be homeless in 3 weeks as the lease is up on my rental.
What should have been a quick (ish) process as no chain is taking months. The stress and anxiety this is causing.