Help To Buy Avaliações 277

Over 3 months trying to repay a help to buy loan. People paying standard variable rates on their mortgages due to these incompetant people.

Shocking, useless, never repsond to emails, even when you manage to get through on the phone, which is rare, the people you deal with act with total arrogance.

It’s impossible to get in touch. My emails aren’t answered and I’ve now received a letter stating I need to submit a valuation report. I did this 3 weeks ago. I’ve tried emailing to tell them, no response. I’ve tried calling but have been on hold and unable to get through. This is delaying our remortgage and is very frustrating!

1 star is much more than this company deserve. I requested a change of surname on my account due to marriage 7 MONTHS AGO. I’ve emailed 20+ times, and receive the same automated response asking me to submit the exact same details. No one has bothered to reply in the 7 months, and my annual statement came through today confirming that is hasn’t been actioned.

How can a 7 month delay be justified for a simple name change, which is now holding up the sale of my house??

To make matters worse, all calls cut off after an hour. I have called every day for 2 weeks, sometimes numerous times a day, and no one has ever answered the phone.

Truly disgraceful, sloppy service. No doubt this review will be ignored by Help To Buy as they only reply to those who rate them highly, but if someone does read it, PLEASE RESOLVE MY ENQUIRY AFTER THE 7 MONTHS I HAVE BEEN WAITING!

Like others, I had to hold for almost an hour before someone answered. But the person then assisted perfectly, progressed my redemption application that I had submitted a week ago, and it's now back with my solicitors. So very helpful and efficient once I got through. So far so good and not as drawn out as I though it would be.

Absolutely terrible service. Spent four + hours on hold today alone and COUNTING (after being disconnected after every hour).

The whole process has been extended by WEEKS due to HTB not replying to emails or picking up the phone.

Emails are not being responded to event with urgent subject lines and requests within the email. We are desperately trying to confirm that our RICS survey has been extended so we do not have to pay for another valuation and FURTHER delay our sale.

PLEASE at the very least answer your emails with more than asking for contact details that have already been previously disclosed.

Wrote a review over 2 weeks ago and was asked for further information (telephone number). Received a response saying they'd be in touch but I've still heard nothing. Have emailed again and heard nothing. Rang the number.. nothing, never answered!
Every HTB customer should cancel their Direct Debits and refuse to pay.
****ING useless 🤬

At the time of writing I have been waiting 11 months to have my ex-wife removed from the Help to Buy loan, and this process is still ongoing. This has been going on for so long it is now likely to affect my remortgage, meaning I will have to move onto a (very high) variable interest rate until this is sorted, so I can then start the redemption/remortgage procedure. Communication is dreadful, whether by email or telephone, with both myself and my solicitor. This is causing a great deal of stress and anxiety at a time when I really could do without it. A truly awful company to deal with.

We have had a very poor experience with Help to Buy, email responses are non-existent and have to wait on the phone for over 45 minutes for someone to answer the phone, and also after waiting for one hour the call gets cut off so if no one answers you have to start the process again. We are full-time workers so we don't have the time to be on these calls and time is wasted waiting for someone to pick up the phone to help with an issue.
The problem we have had is that our RICS surveyor was meant to extend our valuation for a further month but had only extended if for a further 20 days which did not make sense. We rang Help to Buy to find out if an amended/corrected letter would have been accepted showing the mistake in extension timeline by the RICS assessor, however the person we spoke to over the phone was not happy to accept. Our house sale is now on hold and we are having to pay for another full valuation of the house.

. I spent almost 3 HOURS waiting for a person to pick up MUTLIPLE times but kept getting cut off I didn’t even have a single email replied to without the BLOODY same robot response,eventually I got through to Farhan. He was incredibly responsive and handled all my questions and took care of my account whilst I was on holiday. Without his help, the whole process would have been much more stressful, and I honestly couldn’t have managed without him.

PLEASE IMPROVE THE COMMUNICATIONS HELP TO BUY

Been waiting for a month for them to pick on the email from my solicitor and because they need documents to be amended, they will put my back on the waiting list..this will take 6-8 weeks and costs me £800 monthly. Nobody is taking any responsibility for anything and I been told that even for an answer to a complaint I will have to wait about 6 weeks. Absolutely shocking, worst customer service I ever experienced

Please AVOID.

Such a waist of time with full of USELESS staff working.

I have started my Equity Returns process since 3rd February 2024
Got all the information from one of the agent on the call and from website.
Went through Valuations, Solicitors, paperwork, Money arrangements and proof of money.
But until I call them they never send you any communication or update on your application.

Finally I have managed to get the money received confirmation email from HTB team in June.

Ever since I’m waiting for them to release my RS1 form.

Upon calling in July they said Agents found out wrong address and that’s THEIR SIDE fault. We will put back in urgent matter but you need to wait 20 working days.

On website it’s 10 working days but unfortunately it 20 UNOFFICIALLY.

And surprisingly every 2 to 3 weeks later I’m calling them and they keep telling me the same reason.
And asking me to wait 20 WORKING DAYS. It’s nearly end of year I don’t know how many working days left in this year so I can wait.

I filed a complaint and they said they will contact me in 5 working days and it 2 weeks later I’m calling them just to see the update as it’s 10 working days SO FAR NO COMMUNICATION AT ALL.

I’m on a call which is not connected yet after 51 minutes waiting and it will disconnect automatically if no one responds in 60 minutes.

I WILL NOT RECOMMEND IT TO ANYONE.
Stay homeless but don’t go this way.

Do not respond to emails sent weeks ago.
Attempted to get through on the phone numerous times with no response. Held for 40 minutes yesterday and they cut me off.
Currently on hold for over an hour... holding on today as completion approaching.

NOTE - Call will disconnect when holding for 1 hour

Finally got through and spoke with Charlie who dealt with my query quickly - don’t bother emailing for updates but be willing to wait on hold for hours.

Absolutely hopeless. Like so many others on here, I have tried and tried to get through on the phone. Sending emails is utterly pointless. Organising the repayment of our Help To Buy loan has been an utter shambles. They've had our application for 4 months and apparently done nothing with it. When I finally got through on the phone this evening, the advisor was very helpful and very apologetic. But now our RICS valuation is out of date (only valid for 3 months), so we have to get another one. What the xxxx?! If it takes 4 months to review a case, then of course the bl**dy valuation will be out of date. We cannot exchange because of this delay. Utterly useless and a disgrace. I presume somebody somewhere is making a fortune out of all this. When I asked to make a complaint I was told that I could, but it wouldn't be looked at until our case was sorted. I am now going to bang my head against the wall. I think that will be more worthwhile right now.

After numerous emails, which have been unanswered for over 3 weeks now, I have tried ringing multiple times. On hold for over 60 minutes! What is crazy is that the automated voice when listening to the same part of the same song that plays the entire time, the voice says "if your call is not urgent email us at.."... lady, if I'm on the phone then the call is bloody urgent!

Updated: finally got through, very informative gentleman I believe called Sai was a great help for me and provided all the details I needed. Changed original score from 1 star to 3 stars purely due to Sai's helpfulness.

I have been trying to get through for weeks! I have spent hours on the telephone but no one answers! I have sent numerous emails again no one answers! I am trying to pay back my help to buy loan but getting absolutely no where and am just waiting on use.

Been trying to complete the subletting application form for four months. Generic replies to emails saying things are on the system then hear nothing else from them. It’s been over a month since I last got through to them on the phone and given more hoops to jump through which I did and despite emails asking for updates on the decision I just get the same generic reply as normal and can’t get through on the phone regardless of what time of day I try. Sit on hold for an hour before being cut off - this is everyday for the past week! I don’t know how the behavior of this company can be classed as lawful!

We have been trying to complete our change of borrowers/equity since November 2023, we have been approved to do this by our mortgage provider, Santander, since February 2024. Help To Buy have taken since that time to process our application.

Our solicitor and ourselves have done everything we needed to (forms, assessments, providing copies of payslips etc.), almost immediately after being requested, definitely way before any form of deadline. However, due to Help To Buy's incompetence, our mortgage offer has now expired and Santander won't let us extend it and state we need to start a new application, essentially meaning we must start again.

This is no fault of Santander's, no fault of our solicitor, and no fault of ours. This is due to Help To Buy's inability to do their job. It should NOT take nearly 9 months to process a change of borrowers application.

There have been occasions where our solictor have completed forms for them, whilst on the phone to them, so that she could be talked through it, to ensure that no mistakes were made and no delays would occur - yet despite her following Help To Buy's direct instructions, they still come back saying there are issues with how the form is completed. Not only that, but we don't find our there's things that need rectifiying unless we ring up Help To Buy - they don't tell us themselves without us/our solicitor chasing.

Help To Buy are one of the worst companies I've ever dealt with, if not the worst. Because of them, we have wasted nearly a whole year trying to get this sorted, delaying the lives of four separate parties as well as causing a terrible amount of stress.

If i could give 0 stars I would. Absolutely disgraceful, and we are no closer to getting this resolved.

Edit 22.10.24... heard nothing from HTB despite their comment below. Our solicitor has been trying the last three days to get in touch with them, and it cuts her off after waiting on hold for an hour. She finally got through today, had to send ALL the documents again (bare in mind, they've had them for months), and said they'll be in touch with an update - I hold little hope. Absolutely disgraceful.

Edit 06.02.25 - still not completed! Help To Buy are disgraceful. 14 months and counting.

It has been incredibly stressful getting my application sorted out through Help To Buy and there were a lot of back and forth emails to the point where my application wasn't getting progressed. It's been a whole month, but thankfully Connor G helped me put through my application and he did everything with me on the phone. A big shout out to him, I don't think I could have gotten this mess sorted without him.

Wish I could give 0 stars. Been on hold 3 times this week and not yet managed to get through. I even called at 8am thinking that would make a difference but alas no. I have had 5 automated emails telling me they have received my email but what good is that. Clearly they delay, delay, delay to make sure they squeeze extra money out of you at at time when money is more important than ever. Absolute disgrace. I've seen some of the 5 star reviews on this page but can only assume they are fabricated so beware.

Possibly the worst company on this planet. Completely incompetent, waiting for 60mins to answer. Don’t know own procedures, simply telling you random things you need to do otherwise you’re not gonna proceed with your redemption. Trapping people in the worst possible way. Absolutely awful - ruining peoples lives. In dispute with ombudsman now, hopefully will be able to get stolen money reimbursed.