Apply for a Help to Build: Equity Loan
Make a complaint
You can make a complaint by post or email.
Help to Build Customer Relations
Homes England
The Lumen
St James Boulevard
Newcastle Helix
Newcastle upon Tyne
NE4 5BZ
HtBuildComplaints@homesengland.gov.uk
You need to make your complaint within 3 months of the incident it’s about.
What you’ll need
You’ll need:
- your contact details
- documents or evidence that support your complaint, for example if it’s about a decision
- a Help to Build account number and case reference number, if you have them
After you make your complaint
Homes England will review it. They’ll usually:
- respond within 5 days to tell you they received the complaint
- send a final response within 8 weeks
Homes England may take longer to respond if they need to talk to other people or organisations involved in your complaint.
If you disagree with the final response
You can complain to the Parliamentary and Health Service Ombudsman (PHSO).
You need to do this within 12 months of the date Homes England sent you the final response to your complaint.
If you have a complaint about a mortgage lender
Contact your lender directly if you have a complaint about a mortgage you got when applying for your Help to Build equity loan.
They can share your complaint with Homes England if they need to.