UK homeowners in limbo as help to buy firm won’t answer phone

One borrower said he had spent 25 hours on the phone chasing vital paperwork. Photograph: Geoffrey Robinson/Alamy

Homeowners who used the government’s help to buy loan scheme to get on the property ladder have said they are struggling to get the paperwork needed to sell or remortgage after a new company took over its administration.

Borrowers are facing long delays after a behind-the-scenes change in June when the government agency in charge, Homes England, switched administration to a company called Lenvi.