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Absolutely Terrible company.
That is the best I can describe Heylo before going into much more detail. We made a big decision to buy a shared ownership property with Heylo Housing in January 2017, and our experience with them made our (eventual) move to our new home one of the most stressful experiences of my life, and to date, all of our issues still haven't been resolved despite living in the property for over four months now.
We have had various problems with Heylo since the start of our home buying journey. When we first looked at our property, no carpets were installed, and we were told directly from Heylo that all flooring / carpets would have to be provided by us. We spent a few weeks gathering quotes and prices to lay carpet in the whole property, only to be told that Heylo are the ones that would be installing flooring. A waste of a number of hours.
We were selling our old house, and we finally had a buyer who wanted to move in in May. I spoke to Heylo a few times, and they advised us that all of their paperwork was in place for May and we could exchange contracts on the same day we sold our current property. After a number of phone calls to Chloe who was dealing our purchase and contracts, and after we had completed the sale of our old address, we were told our new property wasn't ready.
This resulted in my partner and children having to live in another house for a number of weeks, whilst I tried to sort the mess that heylo had left us in. Phone calls would then go unanswered, or we would receive a call back at the end of the day when it was too late to sort anything. Eventually after two weeks we were told everything was good to go, and we could move in at the end of that week. However, because of a changeover in their contracts, they'd stated the incorrect price of the property on their contract which needed to be rectified by our solicitor before the completion could take place, which then delayed us further by another 2 weeks.
Heylo are completely inept at what they do. I wish I could say that our nightmare was a one off, but our neighbours all seem to have had the same problem with them. Their staff are completely unhelpful on the telephone, and thats if you can manage to get them on the phone in the first place, as most calls go unanswered. Even leaving messages doesn't result in a call back. Some of their staff have terrible attitudes, mainly Chloe who we had to deal with on a daily basis, who seemed to think it was our fault that the purchase hadn't gone through, even though it was the mistake with their paperwork and delays with their solicitor (Pinsent Mason's.)
All in all, we have had a horrible experience with them, and our troubles are still far from over. Due to it being a new build property, there are obviously one or two snags which need to be rectified which were notified to both Heylo and Redrow Housing within a week of us moving in. It is now over 4 months since we bought our house, and 10 months since we originally put down our deposit to secure it, and the snags still haven't been addressed. Again, we are dealing with lack of communication and complete avoidance of our phone calls.
If I could give any advice, it would be, do not use this company. That dream house might seem wonderful, but if Heylo are dealing with any part of it, expect months of problems and stress, and a hell of a lot of phone calls that will no doubt be unanswered.