Help to Buy not answering phone

sunny_money

catdad said:

marmitesocks said:

I am happy to set up a petition - but what is our ask exactly?

Also, I would need some hep drafting the blurb  

I've been thinking about this since I suggested it this morning. I guess our ask would be to ensure that anyone financially or otherwise affected by this scandal (particularly as it comes in the middle of a cost of living and mortgage crisis) receive compensation, and that there be an independent review (I don't know if we want to ask for a specific form such as a parliamentary enquiry or an independent enquiry) into how this service was given to a company without infrastructure to handle the customers it had.

Does anyone have any other thoughts? I'm happy to give you a hand drafting it marmitesocks if you want to do that through messages and then come back here to get people's thoughts before posting.

It's not like I have anything else to do while I'm on hold.

Ha ha this sounds much more comprehensive than my ‘terminate their contract!’ suggestion. :-) 

marmitesocks

Thanks both @sunny_money and @catdad, good potential content!

I think the thing I am struggling with is assuming what others need. Maybe it needs to be broad enough so as it can be applicable to all the different situations.

Could someone set up a shared space please? A google docs or similar?

I would do but I am stuck on a work laptop at the moment.

lindseysmith31

topbluenose89 said:

lindseysmith31 said:

Has anybody managed to get through on the phone? Spent several hours again today on hold with no luck.

Nope. Neither my solicitor or I have managed to get through. Trying all day too. I've given up and now going to let the politicians deal with it.

My MP has responded to me today and advised they want to help and will contact help to buy next week. I will post any updates on here.

simon_or

Oh dear, sounds like an awful state of affairs.

I had a terrible time with Target some years ago when redeeming my HTB mortgage (poor decision in hindsight!) but they'd still respond to emails after a few days. Cut price outsourcing at its finest I suppose.

I think the best route is to continue writing to your MPs and more people adding to this thread. Perhaps MSE or Martin Lewis will pick it up and publicise it as well.

lindseysmith31

Finally got through to them this morning after holding for a hour and they were able to help!

marmitesocks

PLEASE READ: The following is draft text for a Petition to UK Government and Parliament.

I've been working on this with majority of content thanks to @catdad.

Please take a look and let us know us your thoughts/feedback. Also message me with your email address if you are happy to be one of the 5 emails required to formally register this. Thanks.

Draft Petition

What do you want us to do?

Review the failures of the new Help to Buy contractor and ensure compensation for people affected.

Tell us more about what you want the Government or Parliament to do

1. To terminate the Lenvi contract immediately and give management of the HTB Scheme to a company or public body with sufficient capacity both to clear the backlog of affected homeowners and to deal with mortgages coming to term.

2. To ensure all HTB customers who have incurred financial losses or other damages due to the failures of Lenvi and/or Homes England receive adequate compensation in a timely manner.

3. To set up an independent review into how this contract was awarded to Lenvi and whether this was done in a proper and diligent way, to help ensure that no future government contract of this importance be given to a company unable to provide the service they have promised.

Tell us more about why you want the Government or Parliament to do it

In June 2023 Homes England passed management of the Help to Buy (HTB) Scheme to Lenvi, the trading name of Equiniti Gateway Limited. Since taking this on Lenvi have failed to provide crucial services. Mortgage holders with a HTB loan who are attempting to re-mortgage or sell their property are unable to establish contact with Lenvi. Lenvi have been consistently failing to answer their phone lines, respond to emails or address contacts made to their social media accounts.

The result of this is that many customers have been delayed or even lost their property sales or re-mortgages and are facing serious financial losses in the middle of a cost of living and mortgage crisis.

5 people to support your petition

TBC

catdad

At 1321 with about five minutes left before I got kicked off for the last time today I got through to someone and might actually have this sorted for Monday!

Assuming the systems work this time, anyway.

topbluenose89

I've been working on this with majority of content thanks to @catdad.

Please take a look and let us know us your thoughts/feedback. Also message me with your email address if you are happy to be one of the 5 emails required to formally register this. Thanks.

Draft Petition

What do you want us to do?

Review the failures of the new Help to Buy contractor and ensure compensation for people affected.

Tell us more about what you want the Government or Parliament to do

1. To terminate the Lenvi contract immediately and give management of the HTB Scheme to a company or public body with sufficient capacity both to clear the backlog of affected homeowners and to deal with mortgages coming to term.

2. To ensure all HTB customers who have incurred financial losses or other damages due to the failures of Lenvi and/or Homes England receive adequate compensation in a timely manner.

3. To set up an independent review into how this contract was awarded to Lenvi and whether this was done in a proper and diligent way, to help ensure that no future government contract of this importance be given to a company unable to provide the service they have promised.

Tell us more about why you want the Government or Parliament to do it

In June 2023 Homes England passed management of the Help to Buy (HTB) Scheme to Lenvi, the trading name of Equiniti Gateway Limited. Since taking this on Lenvi have failed to provide crucial services. Mortgage holders with a HTB loan who are attempting to re-mortgage or sell their property are unable to establish contact with Lenvi. Lenvi have been consistently failing to answer their phone lines, respond to emails or address contacts made to their social media accounts.

The result of this is that many customers have been delayed or even lost their property sales or re-mortgages and are facing serious financial losses in the middle of a cost of living and mortgage crisis.

5 people to support your petition

TBC

Looks like a good draft. I would switch points 1 and 2 around. It's unlikely they will terminate a contract immediately and this could actually cause more problems in the short term than it solves. Just my opinion though and happy to go with what others think.

sunny_money

topbluenose89 said:

I've been working on this with majority of content thanks to @catdad.

Please take a look and let us know us your thoughts/feedback. Also message me with your email address if you are happy to be one of the 5 emails required to formally register this. Thanks.

Draft Petition

What do you want us to do?

Review the failures of the new Help to Buy contractor and ensure compensation for people affected.

Tell us more about what you want the Government or Parliament to do

1. To terminate the Lenvi contract immediately and give management of the HTB Scheme to a company or public body with sufficient capacity both to clear the backlog of affected homeowners and to deal with mortgages coming to term.

2. To ensure all HTB customers who have incurred financial losses or other damages due to the failures of Lenvi and/or Homes England receive adequate compensation in a timely manner.

3. To set up an independent review into how this contract was awarded to Lenvi and whether this was done in a proper and diligent way, to help ensure that no future government contract of this importance be given to a company unable to provide the service they have promised.

Tell us more about why you want the Government or Parliament to do it

In June 2023 Homes England passed management of the Help to Buy (HTB) Scheme to Lenvi, the trading name of Equiniti Gateway Limited. Since taking this on Lenvi have failed to provide crucial services. Mortgage holders with a HTB loan who are attempting to re-mortgage or sell their property are unable to establish contact with Lenvi. Lenvi have been consistently failing to answer their phone lines, respond to emails or address contacts made to their social media accounts.

The result of this is that many customers have been delayed or even lost their property sales or re-mortgages and are facing serious financial losses in the middle of a cost of living and mortgage crisis.

5 people to support your petition

TBC

Looks like a good draft. I would switch points 1 and 2 around. It's unlikely they will terminate a contract immediately and this could actually cause more problems in the short term than it solves. Just my opinion though and happy to go with what others think.

@marmitesocks @catdad thanks so much! @topbluenose89 agree switching points 1 and 2 sounds suitable. 

marmitesocks

topbluenose89 said:

I've been working on this with majority of content thanks to @catdad.

Please take a look and let us know us your thoughts/feedback. Also message me with your email address if you are happy to be one of the 5 emails required to formally register this. Thanks.

Draft Petition

What do you want us to do?

Review the failures of the new Help to Buy contractor and ensure compensation for people affected.

Tell us more about what you want the Government or Parliament to do

1. To terminate the Lenvi contract immediately and give management of the HTB Scheme to a company or public body with sufficient capacity both to clear the backlog of affected homeowners and to deal with mortgages coming to term.

2. To ensure all HTB customers who have incurred financial losses or other damages due to the failures of Lenvi and/or Homes England receive adequate compensation in a timely manner.

3. To set up an independent review into how this contract was awarded to Lenvi and whether this was done in a proper and diligent way, to help ensure that no future government contract of this importance be given to a company unable to provide the service they have promised.

Tell us more about why you want the Government or Parliament to do it

In June 2023 Homes England passed management of the Help to Buy (HTB) Scheme to Lenvi, the trading name of Equiniti Gateway Limited. Since taking this on Lenvi have failed to provide crucial services. Mortgage holders with a HTB loan who are attempting to re-mortgage or sell their property are unable to establish contact with Lenvi. Lenvi have been consistently failing to answer their phone lines, respond to emails or address contacts made to their social media accounts.

The result of this is that many customers have been delayed or even lost their property sales or re-mortgages and are facing serious financial losses in the middle of a cost of living and mortgage crisis.

5 people to support your petition

TBC

Looks like a good draft. I would switch points 1 and 2 around. It's unlikely they will terminate a contract immediately and this could actually cause more problems in the short term than it solves. Just my opinion though and happy to go with what others think.

Thanks @topbluenose89, will make that edit.

Good point on the termination section, maybe we should take it out? @catdad?

Lile you say, topnose we could end up pushing for more chaos! We just want accountability (and action!).