Help To Buy Reviews 278

Absolutely terrible.

If I’d have known how difficult it was to use them, I’d have bought a different house!

I’ve been waiting nearly a year for them to issue the correct documents in full for my re-mortgage.

Every time I have asked for all documents to be sent to me, they issue more months down the line when you think the application is in process. Absolutely disgusting service with no acknowledgment of my complaints. I’m absolutely furious about the lack of communication and service levels of what is a very complicated process being made more difficult unnecessarily by the HTB team.

Still waiting on a senior call regarding my application.

Appalling.

‘Help to buy’ seems ironic given the fact they’re the most difficult company I’ve ever dealt with.

Farhan R- it was a great service from you! Thank you so much!

Trying to repay a Help to Buy loan and the “customer service” here have genuinely been horrendous. They are obstructive and their inaction leads to inevitable delays. Extensions on RICS required due to their tardiness then new ones because extensions expire - they are THAT bad. Appears some kind of scam going on- deliberately delaying the process so people cannot pay off the loan and therefore continue to pay high rates of interest, house sales falling through, paying surveyor fees several times all because the people here cannot be bothered to do their job. Each person tells you a different thing depending on which way the wind blows.
I never thought a government company could be such a sham, but here we are. Judging by the 1 star reviews, I am not alone.
If you can avoid doing help to buy, avoid like you would the Plague. What should be a helpful service let down by people who do not care and/or are completely incompetent.
I raised a complaint months ago and have heard nothing despite requests for updates. Horrible people that seem to want to cause problems.
I will be holding them to account and escalating this so much further. Others with the same experience need to do the same because they just keep getting away with it. They need to be exposed.

Our first call was a long wait but on a second call today Misbah helped us throughout an unknown and stressful process and over came any difficulties we had with the process in calm, warm and patient manner. A great help.

Im trying to sort out the documents so land registry can help us sell the flat. Unfortunately the amount of service provided is poor. I just want to get things moving but it’s taken me 5 months to even progress with anything. Every agent I speak to seems to be clueless. I rang today and they just wanted me to get off the phone. No customer service at all. I can’t even speak to a senior member. That’s how bad it is.

Such a depressingly poor service. The stark difference in the simplicity of obtaining this loan with the absolute proverbial car-crash of a process to repay it. Have the money...ready to pay...but no. Instead we'll make you jump through pointless hoops for 4 months. Weeks waiting for e-mail responses and hours on hold, to be told to send an e-mail.

A brilliant government-led service in principal, but another poorly executed plan that is punishing those who abide by rules and regulations, who are striving to do the right thing.

Massively understaffed. Completely unresponsive to emails even despite giving themselves 10 days to respond. Called them four times each wait time is 30-60 minutes. Then they don't do what they say they will. When the 5 years runs out the interest quickly gets expensive too...

Absolutely shocking service, if you could even call it a service.

I have been trying to redeem my loan for nearly three months. I've constantly gone back to them immediately after they have requested anything from me (which I had to call them for an update for, it you don't phone them they won't tell you and delays the process further).
Now it is getting to a point where my valuation will expire, despite them having had the valid valuation from the start and I'm then expected to pay for another valuation due to their incompetencies.
They've not replied to emails or complaints and I keep getting told there is no update and to call back (after at least 30 minutes on hold).
It's shocking that this organization is still running, how hard it is to make a full repayment is disgusting and is now putting me at risk of losing my seller and the house I am purchasing. The call staff are polite but ultimately useless.

They have not made contact as yet and I've called twice daily for updates, it's always the same answer. The house I am buying has now been put back on the market due to the delays from this and all they say is that they will send an urgent message to the team dealing. It's completely soul destroying and there is zero regard for the impact this has on people's lives.

I've made contact with the head of Help to Buy and homes England now. It shouldn't be this hard to repay a loan.

Absolutely shocking service, it should not be so difficult to repay a loan. On hold for at least 30 minutes trying to speak to an adviser. Sent a cheque for the admin fee over 3 months ago which was cashed and they are now asking for this fee again. Having to now pay additional interest every month for their incompetence. Solicitors have still not received any paperwork over 3 months later!!

I have been trying to pay off my loan for almost 3 months. Help to buy has been the absolute worst service. It's very difficult to get through to anyone without being on hold for about an hour.

They keep causing delays in my repayment. They say they emailed me documents but when I said I haven't received them despite them apparently emailing again they wouldn't confirm if they would post them out.

I have a right to my documents and my solicitor can't send a letter of undertaking without those documents so how can I pay off my loan.

I sent complaints which the team upheld however I was advised I'd be refunded the interest charged as it was help to buys delays. I never actually received the refund.

They are now also saying my valuation runs out soon and I might need another. Again this is due to their own delays.

This whole process is so stressful and costing more money.

Awful experience, would not recommend the Help to Buy Scheme, incompetent staff, took over a year to respond to a complaint, staff have been dishonest and have lied and it’s all recorded. Should be shut down and replaced with a scheme that supports first time buyers. They have cost me £1000s.
To be fair the whole New build Housing market is corrupt along side the majority of leading house builders and warranty providers, leaving first time buyers with no protection or security.

If I could give 0 stars, I would…
Absolutely appalling service in all areas. Totally incompetent. We have been trying to sell our house. All paperwork submitted and yet they can’t even submit a valuation to our solicitors, despite sending a letter in November saying that they would!
Impossible to get through over the phone - you’re on hold an hour and then it cuts you off.
They don’t reply to emails.
They don’t even reply when you’re wanting to formally complain.

If only I could give 0 stars...
We've been through the sales process for 1 whole year!
We keep getting misinformation, wrong advice, no answers to complaints, no answers at all.

The customer service is 0 service but 100% false information being communicated, if you can get through at all.

Each costumer service assistant will have a different answer, nothing is ever enough, paperwork lost.

We are still unable to sell our property, loosing every hope we had each week.

This is not normal, DON'T EVER use this service, you'll end up losing your money and mind.

Nobody has been in touch at all about it.

I will not communicate this over a review site. Unprofessional

Quite possibly the worst financial experience of my life dealing with the ineptitude of this company. Thank you for ruining my Christmas.

Lost documents, 'unrecieved emails, not answering the phone, not processing transfers, not processing name changes. The list goes on.
Honestly if you're a first time buyer looking at help to buy.. DONT DO IT. It will be the harassment of your life when you come to sell and drain every ounce of energy and excitement from your body. Absolutely useless. Seeing the back of dealing with this company when we sell will be the best thing that's ever happened to me!

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…