Help To Buy Reviews 278

Made a complaint against Lenvi on 2nd January 2024 due to them lying to my solicitor which cost me hundreds of pounds, still waiting for outcome of complaint, I’ve emailed them numerous times but no response, I’ve tried to phone the complaints team on the number given by them on a email but yes you guessed it when you phone them it goes to a answer machine and the message says that they won’t answer the phone, absolutely disgraceful company
Update 20 June 2024, I lodged a complaint with this organisation SIX months ago and still haven’t had a answer, I tried phoning, emailing you name it I’ve tried it but no answer, Ive had enough now once the general election is done I’m off to see my MP and see what can be done about this absolutely disgraceful company and lack of accountability that they show everybody

I dealt with Elise and Harley over 3 phones calls. Both were very helpful and extreamly quick to help. Could not ask for better customer service.

Perfectly friendly when you get through but expect wait times of 2-3 hours per call (based on my calling them 4 times). Please don't expect replies to emails or that they are actioned. Every time i've emailed them i've followed up with a call to find the email is lost/deleted etc.

I spoke with Harleigh on the phone and was super helpful and very friendly.
I didn’t wait as long as I thought I would have to and all my questions was answered as well as coming up with solutions to anything that couldn’t be sorted at the time.
Thank you for being so patience and very polite

I spoke to Heng this evening (Friday). I wasn’t holding too long, max 10 minutes (I work in customer service and in terms of wait time this wasn’t long at all). He was efficient and helped to answer all my questions and put my mind at rest regarding paying our loan. An asset to the customer service team at HTB.

Today I called help to buy and spoke with Connor G. Well what can I say, absolutely amazing service. I have had a few interactions with help to buy, via email and telephone and was a little disappointed and frustrated.

However speaking with Connor has change my whole opinion of help to buys service. He’s effortlessly fantastic!!

I called today to ensure that help to buy had all my information needed for my redemption. Connor was absolutely fantastic! He handled all of this with ease, had the answers to all the questions I had. It was amazing service, he was so polite and professional. I really think that Connor sets an example of exactly what someone should be like when dealing with customers!!

Connor should train all the colleagues on his ways, as he has a great way of supporting customers dealing with such an important process.

So thankful for Connor today, literally made me and my solicitors so happy!
5/5 all down to Connor!

I hope that everyone can learn from his example because he’s fantastic!

We spoke to Connor regarding our help to buy redemption, he was brilliant and sorted everything out in one phone call without any hassle.
with something we heard can be quite lengthy and stressful it was Wonderful service!

Farhan R was fantastic, he was patient, stayed on the phone and helped me sort everything that was needed. Nothing was too much trouble and I really appreciated his time. Excellent customer service thank you again.

Every single time I have used this service over the past month, the staff have been nothing but polite, helpful and knowledgeable.
Due to the urgency of my queries, I will often send an email and follow up with a call, so my dealings have been mainly over the phone.

Most recently, I have spoken with a lady named Harley, who has been an absolute delight. She has worked really hard to help with our sale, going above and beyond to trace progress and push items along.
She has been thorough and diligent, expediting where she can to ensure we can get moved in time with the rest of the chain. You really can’t ask for much more.

I’d recommend the service, and particularly Harley, who has been nothing short of a superstar.

Harleigh J was extremely helpful and lovely to talk to. She took the time to confirm the correct information and the process of next steps and was very reassuring. Need more customer services people like you at Lenvi. My first experience in a very long time of someone that actually knows what she is doing.

As a mortgage adviser of 40 years, I have to say, having just come off a call to Jarrad Roberts regarding a HTB query on behalf of my client, I must say Jarrad was an inspiration in how to deal with people. He was incredibly user friendly, knew his stuff and so helpful. I can think of many industries that would benefit from people like Jarrad working in them. Well done sir!

Jarred was extremely helpful and lovely to talk to. He took the time to confirm the correct information and the process of next steps.

After running around in circles for what feels like weeks I managed to get the documentation and requirements sorted with Jarrad in what felt like 10 mins, polite and patient throughout.

My elderly, disabled, recently bereaved mother is currently holed up in a guesthouse with her dog because Lenvi cannot get their fingers out of their backsides and produce a simple piece of documentation for her home purchase.

We're told it could be a further 15 working days, which sounds optimistic given what I've read.

Maybe the incompetent directors of Lenvi and the politicians who appointed them would like to spend weeks on end with nowhere to live at huge expense and see how they like it?

These people should be in front of a committee explaining themselves.

UPDATE 13/02/2024 14:00

Today I've received a first meaningful response to my application to repay my loan.

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I first contacted the Help to Buy Customer Service team 2 months ago.

I have repeatedly followed up with a simple request, that they acknowledge receipt of my application and provide me with a timeframe within which they will handle it.

They have repeatedly responded with nothing.

When I emailed their complaints department they did, of course, respond to my email, give me a case number and a timeframe for handling my complaint (four weeks to investigate and reply with a final response) plainly demonstrating that they do in fact know what is expected of them.

The single response that I have received from their customer services team stated "There are no documents attached", implying that Lenvi, who claim to be a market leading fintech Software Development company, employ staff who cannot open email chains or download and open attachments.

The updates and responses I have had to my complaints case appear to be automated, suggesting that they are not actually looking into my case they simply want to appear as though they are.

Lenvi have had more than 6 months now to fix their front line customer service, it appears they just don't want to.

Jarrad was very helpful, efficient and polite. Resolved my call in under 10 minutes and gave me exactly what I needed.

I am a Conveyancer who usually has the displeasure of dealing with Help to Buy. However, today - my opinions of the company has changed and that's down to one man only. Mr Jarrad Roberts! I have an urgent completion with a vulnerable client on Monday and had to get the amended Authority to Complete from Help to Buy today!

After various frustrating back and forths with other agents, at around 4.30pm on a late Friday afternoon, the conveyancing Gods looked down on me and blessed me with the Help to Buy agent/advisor, named Jarrad Roberts! After being on the phone to him for about 30 minutes the line dropped and my world fell apart again. I redialed the Help to Buy number anticipating another hour on hold but low and behold, Jarrad called back and reception popped him straight through to me!

After being on the phone with me for well over an hour (mind you, well past his shift end time) getting the document amended, he was finally able to provide me with the Authority to complete needed for Monday's urgent completion!

To the seniors who look after Jarrad Roberts, you have no idea how lucky you are to have such a kind hearted, lovely, personable and knowledgeable agent working in your company. Please treat him well and provide him with the raise he deserves.

From now on, if i ever have the onerous task of dealing with Help to Buy again, I will demand that I speak to Jarrad and nobody else. What a star that man is. Jarrad, please reach out if you have space for another friend in your life, you are truly fab with a good conscious of helping people out, even if it means going the extra mile!

THANK YOU JARRAD!!! From one Property professional to another :)

After reading all the horror stories here about Lenvi, we decided to follow a super strategic approach. It worked with no issues.
Do this, and you'll be sorted extremely fast.(days)

1. Write only a single email to Lenvi, with all necessary details and documentation attached. Gather everything required, do not send separate emails with bits of details.
2. Note that Lenvi won't reply to your email, skip the step of waiting for them to write back.
3. Call them. I managed to get through the first try after 30 minutes.
4. Be nice. Tell them that you have sent an email - they'll ask for your email address you used.
5. They'll put you on hold - this will take a while as they will be reading your email looking through your documents.
6. They'll inform you that (if) all your documents are fine and they'll send the necessary authorisations.to.your solicitor.
+ I asked them to copy me in to emails sent to our solicitor, so I could see what was going on.

If you already sent multiple emails with bits of information I would advise to send another email containing all info+docs together. Make a note of the date you sent this email, so you can point them to the right email to read through.

From this point it's up to your solicitor to deal with them.
+ Ask your solicitor to confirm in writing that they will be chasing up whether Lenvi sorted the removal of the charge with Land Registry.
This should be their job.

Hope I could help.

We have been waiting for almost 6 months now for Lenvi to reply back to our solicitor. 8 emails, an hour or more on hold several times a week and still no contact! they are the only piece of the puzzle left, that are stopping us completing our sale. Our buyers mortgage offer expires next month and then they will pull out. We are so desperate now but can’t get anywhere. I don’t know how they are allowed to get away with this complete lack of contact. We have already spent so much money and if they don’t reply soon, the sale will fall through and we will have to spend even more. All we need is for them to agree to the valuation (which has now expired because they haven’t contacted us for 6 months).

Moses was excellent and knew exactly what was needed. Very impressed with the service.

Thanks again for all your help.