Manage your Help to Buy: Equity Loan

How to repay your equity loan or remortgage, sublet, alter or change ownership of your Help to Buy home.

Applying to repay your equity loan

To help you understand how to apply to repay your equity loan, watch our video.

Repaying your equity loan

Find more information about how to repay your equity loan.

Our Customer Service team and what we do

After you bought your new home, your Help to Buy agent passed your details to our Customer Service team who will help:

  • set up your Direct Debit –  to pay back fees and charges on your equity loan in regular instalments
  • arrange for you to pay fees and interest payments on your equity loan (after the first five years)
  • you if you want to pay off some or all of your equity loan
  • you if you want to make changes to your equity loan account

You can contact the Help to Buy Customer Service team by

0300 123 4123


Help to Buy customer services, PO Box 5262, Lancing, BN99 9HE

When emailing our Customer Service team, please include your account number and a brief summary of your query in your email subject line.

Our Customer Service team is available Monday to Friday, 8am-8pm and Saturday, 9am-1pm (excluding UK public holidays).

So that we can identify you when you contact us, you’ll need to tell us:

  • your name
  • your date of birth

and two of the following:

  • your customer account number - this can be found on any letter we have sent you
  • the first line of your address and postcode
  • the name and date of birth of anyone else on the equity loan
  • your phone number
  • your monthly interest payment amount and date
  • your password - if you have one

Please have this information ready when you call, or include it in your email to us.

If your property is affected by external cladding

If your block of flats has certain types of external cladding, you may need a specialist valuation on your property.

Manage a loan from a previous scheme 

If you took out a loan with a scheme that is now closed for applications, you can still read about things like fees and charges for those schemes from our information packs.

Manage your equity loan

Repay your equity loan

The steps you need to take to fully or partly repay your equity loan.

Remortgage your Help to Buy home

Manage your Help to Buy home

Administration fees

Help to Buy complaints procedure

Updates to this page

Published 5 May 2021
Last updated 6 March 2024 + show all updates
  1. Added glossary

  2. Updated contact details

  3. Added a link to a list of the administration fees that apply to a Help to Buy: equity loan.

  4. First published.