Help to buy redemption

SophieHull

I will try to keep this short, but there's enough information to write a book if I told the whole story.
I bought an apartment in 2015 with a help to buy equity loan. This home was bought with my ex. Below the apartment was beercocks estate agent and it was a very pleasant, modern home. In 2018 me and my new boyfriend (now my husband) decided it was time to move on and get a family home and start a family.
In line with this beercocks moved out and a bar (which was originally underneath next doors apartment) extended underneath us. This happened midway through the FIRST sale of our property. The buyer was unable to get a mortgage on our property. We very quickly found another buyer who was paying cash but withdrew thanks to our management company being incompetent. We didn't realise at this time this was going to be such a big deal.
We found another buyer, who had the same problem, could not get a mortgage. The 4th and final buyer we were willing to sell to break even as  we really wanted out. He had a 25% deposit and still couldn't get a mortgage.
From here we decided our best move is to move in with parents, get a loan, pay off help to buy and transfer the mortgage so it would be in mine and my husbands name. Then rent out the property.
With that in motion our RICS chartered surveyor valued the house at £35000 less than its original value. We discussed over the phone the decrease in value and how it would affect our redemption figure and they said you have the survey it will be fine. We are now 9 months into redemption with numerous complaints and help to buy asking why we are not paying the interest fees. They have done literally nothing to complete the redemption. Our mortgage offer expired losing £125, which we will have to repay when it is all sorted and the loan we took out is just sitting there costing £50 interest per month on top of our payments. We have sent a very angry email explaining the costs and stress involved but can anyone advise us where to go next we are really struggling to cope now. Sorry it is all vague but it would be a huge post otherwise, feel free to ask anything that may help. 

bucksbloke

Did you follow all the steps of the redemption process? The process is available on their website at https://www.myfirsthome.org.uk/wp-content/uploads/2016/12/CUSTINFO-Approved-29Nov2016.pdf
Did you call up HCA and pay the £200 fee for redemption over the phone, and send the redemption letter and completed forms to your solicitor or conveyancer for execution?

SophieHull

Yep. Absolutely everything in place. Had a loan to pay HTB, paid help to buy fees, had a mortgage application for change of borrowers, all solicitors paperwork signed. Our mortgage offer expired in April so will have to do that again (although that was £125 so won't be doing it until HTB give the go ahead) but other than that it is all on help to buy. We've put several complaints in and also had our local MP contact homes England with no response.