Help To Buy Avaliações 277

Dire. Beyond repair? My son bought a house through HTB. They are beyond DIRE. Two years ago we tried to buy them out with an accepted redemption of £30k. They were so poor it fell through, and after appeals he got £1k in compensation. Move forward 2 years and attempt 2. Now redemption was £60k which I paid. A Government organization with no come back - as bad as they can be with no consequences for THEM just for us.

Horrendous company to deal. Especially when trying to pay off the help to buy loan.

They are not very professional.

If I could give less than 1 star I would. They are quite simply the most awful incompetent organisation I have ever dealt with. If I say that I have been through 3 complaints with them via the Financial Ombudsman plus there own internal complaints process, all of which were upheld in my favour, that should say everything!
In April 2024 I started the process to pay off my equity loan, 2 years and 3 valuations on, I still haven't managed to do so. They constantly change the goalposts and as a previous reviewer has said, they make themselves out to be the victims. Anyone wishing to use this company, please for your own sanity, do not, they are useless, rude and quite unsafe to deal with as they are not consistent.

One of the most difficult processes ever. They will have you jumping through hoops to pay off your loan. I've never hit so many hurdles, the further I got the more difficult they got, they change how they accept things, they don't bother telling you, one month they accept scans next month they accept pdfs, then it's combined pdf but in all honesty it felt like your getting further along so we will hit you with why we are declining this and that for silly reasons and you'll never find out it's been rejected until you chase. I've had to extend my valuation more money on top of more money all due to them. If you want a migraine for months on end and crippling anxiety then it's great but I am mentally drained from dealing with them. It was less stressful borrowing a large amount from a bank than it was to pay help to buy. They say don't chase on phone but believe me you'll never hear of them if you don't and things will stay sat there until you find your paying again for an extension

If I could give a no star I would.
Sent all info including valuation report, then waited, and waited, despite their email claiming they've "allocated this along with any supporting documentation you've provided to your account to be reviewed" no one got in touch for 3 months.
When I did they totally victim blamed saying I should've filled in an application form to repay, nowhere in their email did it say this. I now have to redo a valuation ie pay for a surveyor, which they claim will be refunded. I don't believe anything they say.
I did call them before I did anything, and the call handler never told me the need to fill in an application. I believe their staff have poor training.

Customer Service - Fantastic.

We are in the process of repaying the loan, I got married in the 5yrs since the loan was taken so all of the paperwork was initially rejected due to the difference.

However, I rang the customer service team and spoke with Jack DG, he was extremely helpful and manage to sort the system their side to allow all the document to be accepted & I didn't need to redo this.

Fantastic and friendly and made the process a lot easier.

Thanks again Jack.

Our direct debit failed once for what ever reason (bank issue, not lack of funds).
An email and letter arrived to say we hadn't paid and were now in arrears, so I paid it, this did not stop the arrears letters coming making me feel like I was refusing to pay. I paid via card, rang them to arrange a direct debit but after hours on hold decided to eventually hang up, month after a letter arrives to say we have again missed the payment and need to pay within 7 days, so I pay online, this repeats itself for over a year now but I still constantly receive emails and letters saying I'm in arrears when I'm not, bad organisation, lazy as shite .. when I reply to their emails to say I've paid it, they reply asking for my details, which are on the email I replied to... Horrible bastard company

Shocking organisation. Moved out of the property 18 months ago and still haven't been able to repay the loan. Lenvi won't issue an authority to complete document, with each communication with this company (by phone or email) stating a new issue, that wasn't previously mentioned. We are asked to change the date of memo of sale, change the valuation date, etc. with the terms constantly changing. Why can't I pay back what is government money???

Absolutely useless.
They’ve made selling my house a nightmare.
Constantly having to chase them, to be told another issue has come up that they’ve not bothered informing you about.

Service is beyond incompetent. Have spent 11 months simply trying to remove a homeowner from the equity loan to no avail. Strike me as being very under resourced, and often give out incorrect advice over the phone. The solicitor’s pack even contains a list of information / requirements which are incorrect. They accept that they are wilfully sending this out with the wrong instructions. Wild!

Never in my life have I dealt with a more incompetent and poorly run organisation.

We were fortunate enough to be in a position to pay off our equity loan, however this has been the most painful, grueling process I have ever encountered.

£200 admin fee to submit a form that we fill out in its entirety. £400 to obtain an RICS valuation of the property. £700 as solicitors must be involved. After submitting our initial admin form, I had to chase 5 times as they had ‘forgotten’ to submit my form each time. Well worth the £200 admin fee. After months from initial form submission we finally get to a position of sending over the funds, our solicitors transferred the money. 2 weeks went by and we had heard nothing, which is incredibly concerning when large sums of money are involved. We called HelpToBuy and somehow they hadn’t even realised the money was with them. This meant they hadn’t started the process of closing the case and sending the DS1 to land registry in order to remove the charge. Once they had become aware, they told us we they had overpaid us by £1 and cannot submit the DS1 until a refund has been issued. Still haven’t received the refund a week later and therefore still haven’t submitted the DS1 to remove the charge. From original form submission to finally removing the charge from land registry will have taken 3/4 months by the time this is done.

How can it be so difficult and time consuming to pay off a loan. Every other company in the world this would be complete within a week, yet it’s a process that takes months with help to buy.

Customer service is non existent, no proactive outreach, no reactive responses, just no communication whatsoever. If this was a private business it would no longer be in existence.

Utterly abysmal service. Poor support, zero customer service and cost me a fortune to et out of in loan payment and additional "fees"

Paid the loan in full and they have not redunded the interest or no letters.

Even though the process is somewhat complicated I would like to mention that Ryan and Brandon from Help to Buy have been outstanding in supporting me to get my Redemption Paperwork and onto the final phase of payment completed whilst I’m over in the USA. Thanks again!

Help to Buy kept us in limbo for over 10 months, the whole process was utter hell.
Firstly you have to pay for the privilege of filling in a form yourself to the tune of £200, then around £400 to get a RICS valuation (that we ended up paying for THREE TIMES because Help to Buy were so unresponsive that the valuation kept timing out), I was calling them everyday and never getting through, emailing constantly with no response, we had our mortgage broker and lawyer lined up and ready to go but the utter incompetence of this company meant we ultimately paid an upsetting amount of money simply to absorb the HTB loan into our mortgage. Our original 5 year mortgage timed out, even though we started the whole process 6 months in advance to make sure everything was completed on time. We ended up having to apply for 2 mortgages, one for the original mortgage and then a second for the HTB amount. The whole process lasted nearly a year and every step was a complete disaster with unnecessary stress created by the companies incompetence.

Keanu P is an absolute star! He has massively helped me throughout the whole process of a transfer of equity and for removing an ex partner off the account and both mortgage and help to buy being transferred into sole name (myself). He has been very efficient and super helpful throughout and i cannot thank him enough for his support.

My experience with Help to Buy and obtaining a redemption pack has unfortunately been disappointing. Communication has been very limited, and I was left waiting weeks for any update. When I finally did hear back, it was only to be told that a form had been completed incorrectly — something that could have been clarified much earlier and saved a great deal of time and stress.

While the scheme itself is a good idea in principle, the way it is administered feels inefficient and unnecessarily difficult. Clearer communication and more proactive support would make the process far smoother and less stressful for those relying on it.

I hope these issues can be addressed so that future applicants have a smoother and less stressful experience.

Vjay was amazing, he helped me with updates on many clients cases and was very friendly

The HTB service is horrific. We've tried to redeem and they have a terrible habit at running interference when valuations are lower than the purchase price. SPOILER ALERT - valuations of government funded entrapment of desperate renters into over inflated new builds are below their original purchase prices... They either don't respond to emails or they invent brand new things each time which are completely new and differ from official requirements. Fraudulent, illegal and harmful. This needs to be thoroughly investigated and these people held to account.

Vijay P is a star!

Vijay was absolutely amazing in supporting us through the Help to Buy redemption process during sale of our house. Vijay was able to answer all questions immediately, was super professional and allayed concerns. We were nervous about the interruption Help to Buy would pose on the sales process but they have proven to be the easiest and smoothest element - mostly thanks to Vijay's fantastic service.

Thank you again!