Help to Buy not answering phone

sunny_money

The Help to Buy Twitter page: has a new post apologising but no commitment to improve, instead asking us not to call unless it's urgent and extending the email reply time to 10 days. 

The FCA, Homes England etc are already aware of the situation and nothing is improving. Maybe some more naming and shaming might help while you are on hold so Lenvi never gets another government contract again…

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marmitesocks

sunny_money said:

Thanks @marmitesocks.

I finally got through yesterday evening. I asked what the problem was and it just seems like a massive lack of capacity rather than all staff except one were sick today for example. I asked if they could fix their phone system so it doesn’t hang up after 1 hr. Before I knew this was Lenvi I asked for clarity on whether I was speaking to Homes England or a company and they said Homes England, so they are concealing the truth because it is a reputation risk to Lenvi.

I have contacted some media about the situation and suggest everyone does the same to pressure Lenvi to improve. 

Hi @sunny_money, who did you contact in the media? Considering doing the same and would add weight if I followed up on ones you had contacted.

hannah11111

In a similar situation, our redemption request was submitted to homes England because we’re selling for less than we bought for. They’ve had our application on the target system since may 16 and the case was referred to homes England on 15 June. All our documents were lost in the transfer from target HCA to help to buy and we’ve had to start from scratch and our buyer is threatening to walk. 

has anyone sent anything to an MP that I can paste and try to help? 

hannah11111

Has anyone got through to them today? I was promised a call back yesterday and didn’t get one (shock) and have already been cut off once today. In the phone on hold for 50 minutes to complaints department today. 

I’ve emailed MPs and hoping I get a response. Money box on radio 4 are also very good so will email them

lindseysmith31

Has anyone got through to them? If so what number did you use?

My remortgage was due to complete yesterday but my solicitors are unable to get through to them for authority to complete.

hannah11111

lindseysmith31 said:

Has anyone got through to them? If so what number did you use?

My remortgage was due to complete yesterday but my solicitors are unable to get through to them for authority to complete.

Not able to today. I got through yesterday at 4.30pm.

Can I ask if authority to complete if a written doc or just a verbal confirmation? Just asking for when we’re closer to the time to know what we need to expect.

on another note, has anyone had their application been referred to Homes England because the price agreed is lower than the original sale price? If so, how did the process work?

lindseysmith31

hannah11111 said:

lindseysmith31 said:

Has anyone got through to them? If so what number did you use?

My remortgage was due to complete yesterday but my solicitors are unable to get through to them for authority to complete.

Not able to today. I got through yesterday at 4.30pm.

Can I ask if authority to complete if a written doc or just a verbal confirmation? Just asking for when we’re closer to the time to know what we need to expect.

on another note, has anyone had their application been referred to Homes England because the price agreed is lower than the original sale price? If so, how did the process work?

My solicitor advised it is written confirmations that they require.

I have called twice today and been on hold for a hour each time then the line cuts off. My solicitor has also been trying for 2 days and having the same issue. Does anyone have a number that they are able to get through to them on? 

marmitesocks

lindseysmith31 said:

hannah11111 said:

lindseysmith31 said:

Has anyone got through to them? If so what number did you use?

My remortgage was due to complete yesterday but my solicitors are unable to get through to them for authority to complete.

Not able to today. I got through yesterday at 4.30pm.

Can I ask if authority to complete if a written doc or just a verbal confirmation? Just asking for when we’re closer to the time to know what we need to expect.

on another note, has anyone had their application been referred to Homes England because the price agreed is lower than the original sale price? If so, how did the process work?

My solicitor advised it is written confirmations that they require.

I have called twice today and been on hold for a hour each time then the line cuts off. My solicitor has also been trying for 2 days and having the same issue. Does anyone have a number that they are able to get through to them on? 

To my knowledge no such number exists, otherwise we would all be using it!

catdad

I'm on hour three of calling today.

We got an email from our solicitors earlier this month that because of their rules around valuations we had to get a new or extended valuation. Target hadn't sent us anything, obviously. Our surveyors were absolutely great and did this for us free of charge, but took a couple of weeks so I had it on Friday. I emailed it to what I thought was the right address, the one that I'd been told to in the communication from the solicitor.

I spent two hours on the phone on Tuesday only to find out they'd changed their email address without informing anyone and without even an auto-reply put on directing to the new address. I sent the new valuation and got a callback Wednesday morning by a really lovely advisor who sent it while I was on the phone with him.

I've received it but my solicitor hasn't, he's spent hours on the phone yesterday and today, I've spent hours on the phone today. Our remortgage completion date is on Monday, all we're waiting for is this, and we're looking at the barrel of a variable rate there's no way we can afford to be on. This has been one of the most stressful experiences of my life, far worse than anything I had buying our first home, it's affecting the health and sleep of me and my partner now. This company is just incompetent and if there's any way to make complaints definitely let me know - I'll do every one!

MihaB

I've been on hold for 5 hours now - the call keeps getting disconnected every hour and I call back. This is maddening - all we're waiting for is the authority to complete so we can remortgage on the 4th. I can't even begin to think what it means if this doesn't go through due to their incompetence and complete lack of consideration...we're looking at a Standard variable rate that is absolutely painful, plus extra fees, etc to get this whole process on the go all over again.