Question to the Ministry of Housing, Communities and Local Government:

To ask the Secretary of State for Housing, Communities and Local Government, what assessment his Department has made of the effectiveness of support available for customers using the Help to Buy Scheme when seeking to apply for a (a) deed of postponement and (b) deed of release.

The Equity Loan Administrator supports the customer through the application process, and the customer’s conveyancer also explains the legal nature of the transaction and supports the customer through the legal process. Homes England measures the effectiveness of the administrator via the contract management process, which includes performance packs, key performance indicators and meetings. In addition, customer satisfaction is assessed through the customer complaints data, to examine the cause of any problems, and information is collected by an external agency which gathers real time customer feedback about their experiences.