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.

Our Customer Service team and what we do

After you buy your new home, your Help to Buy agent passes 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

Our Customer Service team are experiencing a high number of calls.

Please help us reduce call wait times, and only call if you have an urgent request that needs to be actioned in the next 7 days, such as making a payment, completing a sale or if your mortgage offer is about to expire.

For everything else, please email and we’ll aim to get back to you within 10 working days.

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

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

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.

Nominate a relative to manage your equity loan

If you’re unable to make decisions about your equity loan, you can nominate a relative to manage it for you.

 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.

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

Published 5 May 2021
Last updated 16 June 2023 + show all updates
  1. Updated contact details

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

  3. First published.