Help to Buy not answering phone

Mekerz86

donniewhatacatch said:

Anyone still having issues? Because I absolutely am! Started the transfer of equity process back in May and still waiting. Was originally told it would be 4-6 weeks and I’m on week 15 and counting! Was told this week that they forgot to attach a document when sending to their deed sealing team, so now the process is going to reset and they are going to take a further 6-8 weeks. I will lose the property I’m buying and my mortgage offer. This is a criminal level of incompetence and they are messing with peoples lives here.

Hi donniewhatacatch,

I'm still having issues. I started the HTB redemption process 24th March when I sent Target HCA the valuation and form, fast forward to today and the charge has not been released from the Land Registry, despite my solicitor transferring funds on the 9th June. I've also been charged at least three months worth of interest post completion (which my solicitor feels was when the monies were sent on 9th June). I cancelled the Direct Debit after speaking to Lenvi on the phone.

It really does seem the transfer from Target HCA to Lenvi has been a complete mess. Why do I believe this? Well I've been given a multitude of excuses as to why my redemption hasn't been finalised. Apparently, according to Lenvi, Target didn't allocate my funds correctly and closed my account. Lenvi have been asking me to send them details they already should have on file such as the valuation and application form.

One of the Lenvi agents was better than others, he told me they're very process driven and they can't release the charge until the payment is showing against my account. Apparently there's an IT issue which is why my payment hasn't been allocated to my account and he'll escalate it. Either way, any phone call ends up with the same frustrating process which is to be put on hold for 15 minutes, then being told there's some issue and it has to be passed to the right team.

I can't believe how inept this company is and how there's radio silence from Homes for England/The Government. Surely Lenvi are not upholding the service they promised when they won this contract? Richard Carter should be hauled in front of a Government committee to explain himself.

Does anyone have contact details for Richard Carter, the CEO of Lenvi? The guy who is quoted on Lenvi's website as saying:

"We are thrilled to partner with Homes England on a scheme that has driven such positive market change and enabled hundreds of thousands of people to get on the property ladder. Through our proven platform, outsourcing and transformation capabilities, we will digitalise and transform how the Help to Buy scheme delivers services to customers.”

Cs9ja17

My solicitor transferred them the funds to settle the HTB loan 6 weeks ago, they responded via email confirming this. They sent a letter via email today detailing "Good news!" that they have received the settlement payment. It goes on to say I need to pay any outstanding interest or fees, but declines to detail if there are any (shouldn't be).

They are extraordinarily slow!

LauraGT

I'm reading this and I'm shocked. I started this at the beginning of March and my mortgage fix rate expires on 1 June. But then again the valuation is only available for 3 months so if they don't get it in 3 months do you have to do a second valuation - out of my own money again? I tried to get any form of timelines out of them as in does this take weeks, months, or years? and their answer was it does not take years. Any advice? Should I just keep going on year 6? Did any complaints to the ombudsman help?

Lenviisdrivingmemad

I have been trying to remortgage and do a transfer of Equity since August 2023 and it is still not completed and my mortgage offer is about to expire!!!   I complained and they basically said they had been dealing with lots of applications?? My case is now with FOS. More people need to complain to FOS. I complained to my local MP who contacted the minister responsible for help to buy but they told her that it was my fault for not completing a form properly! They do not have a set process and when you ask to speak to a manager you're told that managers don't speak to customers!! So it's ok for staff to be shouted at for the failings of a management team!

The_Mighty_Mackem

i have the same issue, tried contacting them about redemption and subsequently they keep sending me a letter bout being in arrears when i am not and threating legal procedure yet wont take my calls or answer my emails.

They are claiming the £1 pcm charge is what is in arrears even though they confirmed it was added to my DD payment.