Complaints procedure

How to make a complaint about Homes England, Help to Buy or Help to Build.


There are 3 complaints processes:

Make sure you follow the right process. Using the wrong one could delay our response.

Help to Buy complaints

Do not use this process to complain about Homes England. Follow the Homes England complaints process instead.

Complaints about Help to Buy agents or the equity loan administrator

If your complaint is about a Help to Buy agent, please raise it with them first. You can find contact details for agents on our scheme website.

If you have an equity loan and want to raise a complaint, please raise it with our equity loan administrator, Target HCA.

Email: Target.HCA@targetgroup.com

Telephone: 0345 848 0235

Making a complaint to Help to Buy

If you’re unhappy with the outcome of your complaint after raising it with a Help to Buy agent or our equity loan administrator, you can contact our Help to Buy customer relations team.

We have a 2-stage process:

Stage 1

We will acknowledge your complaint within 5 working days and aim to resolve it fast, if we can. Raise your complaint within 3 months of being aware of the problem. If we need to consult with others to investigate your complaint, it can take some time to resolve. We aim to resolve complaints and send a final response within 40 working days (8 weeks).

Stage 2

If you’re not happy with our final response, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO).

You will need to fill in a PHSO complaint form and ask your MP or their office to sign it. Raise your complaint within 12 months of being aware of the problem.

You can email, telephone, write or complain in person.

Email: helptobuycomplaints@homesengland.gov.uk

Telephone: 0300 1234 500

Write to:

Help to Buy customer relations
Homes England
One Friargate
Coventry
CV1 2GN

Help to Build complaints

Do not use this process to complain about Homes England. Follow the Homes England complaints process instead.

Making a complaint to Help to Build

If you have a Help to Build complaint, you can contact our Help to Build customer relations team. We have a 2-stage process:

Stage 1

We will acknowledge your complaint within 5 working days and aim to resolve it fast, if we can. Raise your complaint within 3 months of being aware of the problem. If we need to consult with others to investigate your complaint, it can take some time to resolve. We aim to resolve complaints and send a final response within 40 working days (8 weeks).

Stage 2

If you’re not happy with our final response, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO).

You will need to fill in a PHSO complaint form and ask your MP or their office to sign it. Raise your complaint within 12 months of being aware of the problem.

You can email, telephone or complain in writing.

Email: HtBuildComplaints@homesengland.gov.uk

Telephone: 01158 526 934

Write to:

Help to Build customer relations
Homes England
One Friargate
Coventry
CV1 2GN

Homes England complaints

Types of complaint

You can complain about the service we’ve provided.

Homes England will investigate complaints that concern:

  • failure to follow Homes England procedures
  • poor treatment from Homes England
  • discrimination
  • undue delays
  • failure to comply with our service standards

Homes England are not able to investigate complaints that concern:

  • the service received from a housing association
  • the service received from a local authority
  • matters that are the subject of police investigations or court proceedings or where the customer has indicated that they have, or intend to, involve the police or commence court proceedings
  • the Freedom of Information Act, Environmental Information Regulations and Data Protection Act, which are subject to different procedures

Making a complaint

Complaints should be made no later than 3 months after you became aware of the problem or should reasonably become aware of it. Correspondence to escalate your complaint to the next stage within our procedure should also be made within 3 months upon receipt of our response letter.

You can submit a complaint via our online complaint form or via this downloadable version. Do not use this form for Help to Buy or Help to Build complaints.

External complaint form

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@homesengland.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

You can also write, email, telephone or complain in person.

We will acknowledge receipt of your complaint within 5 working days and will respond to you within 20 working days.

Email: infogov@homesengland.gov.uk

Telephone: 0300 1234 500

Write to:

Information Governance Team (Complaints)
Legal Services
Homes England
50 Victoria Street
Westminster
London
SW1H 0TL

What happens next

Our complaint procedure is made up of 3 stages.

Stage 1

Your complaint at stage 1 will be investigated by the operating area to which your complaint relates to. The response will be issued with approval from the Director responsible for the operating area.

Stage 2

If you’re unhappy with the response received to your stage 1 complaint then you can escalate the complaint to stage 2 of our procedure. Your complaint at stage 2 will be investigated by a member of the Legal Services Team. You can escalate your complaint by using the communication channels in the ‘Making a complaint’ section above.

Stage 3

If you remain unhappy with our stage 2 response then you can refer your complaint to the Centre for Effective Dispute Resolution, who will carry out an independent review.

If you are still not satisfied, you can ask your MP to take your complaint to the independent Parliamentary and Health Service Ombudsman to review the handling of your complaint.

Privacy notice

Homes England is committed to protecting your privacy and the security of your personal data. Please read our privacy notice to find out more about how we do this.