Help To Buy Reviews 278

Charlie from customer services was the most helpful person during the entire process of selling our property. I would like to extend my thanks to her — she is the gold standard of customer services!

Having had little help and advice elsewhere from other companies Daniel in customer services was really helpful and put me back on track, great service.

Allowed me to buy a better home 5 years ago, so cant complain. Dealing with a remortgage now and whilst the process isnt optimized the people I've spoken to on the phone are always as helpful as possible. I specifically dealt with Brandon today who was excellent and really seemed to do all he could for me. Cheers mate.

I recently had the pleasure of speaking with Ben from customer service, and I can't recommend him highly enough. In an era dominated by automated responses and a tendency to berate rather than support customers, Ben was a breath of fresh air. He responded to my queries in a friendly, professional, and warm manner. Any company would find him an asset, and I wish all my customer service interactions were like the one I had with him.

I was told I qualify for free window replacements but the company wanted £8,000 for one bay window. THIS IS ONE BIG SCAM looks like the window company First home improvements, used this Help to Buy as a way to get people involved in their scam. I'm in my late 70s and I nearly got into a lot of debt.

I am on a call with Liam , my situation is wanting to repay my loan in full, he was very helpful , knew his stuff and helped me get everything i needed , there is a bit of waiting and being on hold but nothing too unreasonable. Really Good Customer Service

Utterly appalling. Harassing me about non-payments depsite never having missed a payment. Will not respond to any of my responses. Need to be stripped of this contract immediately.

*Update*
I have now sent 7 emails over the space of several weeks, not one reply, not even an acknowledgement. This is to an email address listed on a .gov.uk website. They absolutely need stripping of this contract.
Their response from 8 days ago (for the sake of TrustPilot) said I would be contacted by them. 8 days later, they have not done this.
Appalling service.

*UPDATE*
16 DAYS LATER, MORE EMAILS SENT, NO RESPONSES, AND DESPITE THEIR COMMENT BELOW, ONE OF THEIR AGENTS HAS YET TO STILL CONTACT ME

Avoid unless desperate. Received x16 letters from them in one day regarding setting up a DD, all dated more than 6 weeks ago. A few days later we received multiple letters (in one day again) threatening that our account will go into arrears, again all dated more than x6 weeks ago.

Took me three weeks of calling to finally get through to talk to somebody, who couldn’t discuss anything because they had the incorrect DOB’s on record. I’ve sent multiple emails to them also but have had no response.

This scheme seemed like a great idea at the time but is becoming a massive cause of stress.

Worse to deal with than Student Finance…

Yes it can take a while to get through but not always. And when you do get through the customer service is great. The big issue they need to resolve is answering emails and recording docs that are sent. But their phone service more than makes up for this. I was only able to buy my home because of the equity loan and now I'm able to sell it and pay back the loan. I'm very grateful for all the help I've received. The customer service I received today was as good as it gets and the last call was similarly so helpful. Just got all I needed done and were really informative.

These people are absolutely clueless, nobody seems to have any knowledge of the help to buy scheme or how to help me, and when I ask to speak to a manager they are on lunch or in a meeting. This is a government service, and it is embarrassing how incompetent they are. Stu, Bob and Kevin from the minions would run this company better than they do. RC, AT and ST you should be ashamed of yourselves - provide your employees with sufficient training and CS skills, then perhaps you will get some more 5 star reviews, until then it will remain a shambles.

Every time I have called the service has been great.
Everyone has been really helpful and dealt with queries like my redemption statement instantly.
The can have very long wait times but calling first thing or at dinner time always worked well for me to speak to someone within a few minutes.

I required a very quick Help to Buy Redemption figure. My call was answered very quickly and after going through the security checks while I held on the figure was produced and emailed to me
Heng was very helpful and patient

Awful service. The people who work here have no clue what they are doing. Every time I call up I am given different information on requirements and then told the previous agent gave me wrong information. Put a complaint in and waiting on a callback. Still no closer to a resolution.

Update - managed to get this resolved by emailing their CEO. I have had to chase them and keep the pressure on at every touch point. It also took 12 weeks to respond to my complaint and only after I emailed the CEO again for an update. I received £200 in compensation for their extremely poor service.

They love to waste your time, been waiting more than 3 months for a redemption certificate and they refuse to give me any updates as to when I might receive it, I’m at risk of losing my mortgage offer over a piece of paper
Don’t use help to buy if you can afford not to

The inefficiencies and incompetence of the people working here is unreal, it is shocking they have a contract with the government. Dont answer calls or reply to emails - needs everyone to report.

Great customer service by Misbah! He was very helpful in explaining the process of H2B loan redemption. I asked for regular updates and he would email every few days with an update on my account - very reassuring during this stressful process! Thank you so much Misbah :)

I spoke to Jarrard today and what a pleasure it was. He was so patient with me and it felt like he really went above and beyond to help me with a process which was becoming slightly stressful.
He was so informative and put me at ease!
Thankyou so much, amazing service :)

I would like to say big Thank You!! To "Shannon H" and her remarkable customer service she is so patient helpful and so good at keeping me updated with my case. Shannon is a credit to your company. :)

I thought the company before these were bad but this company are even worse. My account was put in arrears due to the previous company. I have been chasing for months and months now for my account to be looked into but I just get ignored. No one respondeds to your emails and they never call you back when you contact them. JOKE

Muaiyad Redemption agent - brilliant adviser
What an amazing person, full of knowledge, highly patient and thorough, explained each and every step clearly and made sure that I understood, He spent three hours on my case as he had to clear so much confusion caused by previous help to buy and target HCA agents.
Please please promote him to manager post because he deserves it.
He treated me with respect and did not sound tired.
I wish all agents could be like him and I could only speak to him whenever I called back.
He resolved all misinformations and made things streamlined.
Lots of respect for such a hardworking person.
He came across as great human being.
Good luck to him for his future. 💐