Help to Buy not answering phone

sunny_money

redux said:

I'm not affected by this, but just read the thread out of curiosity, and partly as I'm not sure whether someone in the family is still involved in it

A small observation

sunny_money said:

I believe this is Lenvi's details: 
LENVI LIMITED people - Find and update company information - GOV.UK (company-information.service.gov.uk) 
Contact Us - Lenvi 

I phoned them on 0844 811 8039 and they said that the Help to Buy part is a 'different arm' and therefore they are unable to help. I said that it may be a different arm but it is the same company so can I speak to a manager that overseas this arm or have your complaints email address, and they refused and said all they can do is give me the Help to Buy phone number and email?! Lenvi are protecting themselves and have no concern for their Help to Buy clients. 

An 0844 number is a premium rate number, not inclusive in any call bundles, and will cost several pence a minute to call

Much better to use the 0300 number given on the contact page, and in some posts on the thread, which is inclusive in call bundles, or would be cheaper per minute outside a bundle

Thanks for pointing this out. I phoned Lenvi directly to complain and ensure the business as a whole was aware of the situation in the hope of creating some internal pressure. The things we do out of desperation, what’s several pence compared to what’s at stake?

Martico

Good luck all. While the petition is a great initiative if it gets traction, I'd try to focus as much energy as possible on writing to your MPs (as you are already doing of course).

That and tweeting Martin Lewis, getting in touch with Money Box (both mentioned) and I'd also suggest getting in touch with Private Eye - they are probably our best investigative journalists, even if they have less clout than Martin and R4.
Good luck

Grasshopper42

Oh this doesn't give me much confidence we're about to apply for authority to complete. i found target were okay and quick, so why they change it i dont know.

Martico

Even a simple tweak to the thread title to something not at all libellous (like "Help to Buy not answering phone - What on earth is going on?") might catch the eye of a sharp housing correspondent who might browse these boards as part of their work. I would in their position. At the moment the thread title, understandable as it was originally, doesn't cry out for attention.

[Edit: though I realise that this would probably change the URL which you have probably shared already, so maybe not the best idea at this stage]

marmitesocks

Grasshopper42 said:

Oh this doesn't give me much confidence we're about to apply for authority to complete. i found target were okay and quick, so why they change it i dont know.

The change is because the contract with Target ended, and Lenvi won the new contract.

marmitesocks

FYI - final text due to the limited space available on the online submission form:

What do you want us to do?

Address failures of Help to Buy contractor, ensure compensation for all affected

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

Ensure HTB customers who have incurred financial loss or other damages receive adequate compensation in a timely manner. Consider handing contract to an independently managed company / public body, to ensure no further impacts. Conduct an independent review into the awarding of contract to Lenvi.

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

In June 23 Homes England awarded the Help to Buy Scheme administration to Lenvi, (trading name Equiniti Gateway Ltd). From contract inception Lenvi have failed to provide crucial services. Lenvi do not answer their phone lines, respond to emails or address social media posts. Customers needing to re-mortgage or sell their property have been delayed or even lost their property sales / re-mortgages and are now facing serious financial losses in the middle of a cost of living and mortgage crisis.

Hope this still makes sense and conveys what we need it to. @catdad and @sunny_money please let me know if not as think we still hav a window to add edits

silvercar

I wonder how big the organisation actually is and whether their telecoms/ IT department is fully manned at all times. Could it be as simple as annual leave has interrupted service?

hannah11111

silvercar said:

I wonder how big the organisation actually is and whether their telecoms/ IT department is fully manned at all times. Could it be as simple as annual leave has interrupted service?

Because they won the bid you’d hope it was big enough to satisfy the number of customers already signed up to the scheme. Target HCA were annoying at times but you just can’t even get a response from Lenvi/HTB now so I don’t think they should be let off lightly 

marmitesocks

hannah11111 said:

silvercar said:

I wonder how big the organisation actually is and whether their telecoms/ IT department is fully manned at all times. Could it be as simple as annual leave has interrupted service?

Because they won the bid you’d hope it was big enough to satisfy the number of customers already signed up to the scheme. Target HCA were annoying at times but you just can’t even get a response from Lenvi/HTB now so I don’t think they should be let off lightly 

This exactly. Also, I think the poor staff left to answer the phones have not been given the tools needed to do the job. Both in terms of information (databases, historical records etc.) and knowledge (adequate training, comprehensive HTB understanding). 

Reminds me of this quote from John Glenn: "As I hurtled through space, one thought kept crossing my mind - every part of this rocket was supplied by the lowest bidder."

sophiemalin

Im needing my authority to proceed today. Has anyone had any luck getting through? I have been on hold for days , I keep getting cut off after an hour and no reply to any of my emails. Im at my witts end. Im pregnant and this is so stressful for me. I have no idea who / what to speak to. My solicitors cant get through so everything has come to a standstill