Frequently Asked Questions

Learn more about Home Reach and buying a new build home

What is a Help to Buy Agent?

A Help to Buy Agent is usually an appointed Registered Provider that acts as a point of contact for people looking for shared ownership properties. By registering with them, you will be notified about all the shared ownership developments available win your chosen area.

Why is my Home Reach home sold as leasehold?

All shared ownership properties are sold on a leasehold basis, even if you are purchasing a house. This is because heylo is your landlord for the unsold share. If you staircase to 100%, where possible the freehold will be transferred to you and the shared ownership lease falls away.

What happens if I want to move?

If you would like to sell your home, contact heylo who will guide you through the process. There will also be information available to you in your lease document.

How do I buy more of my home?

You can increase your share in your property at any time after you complete your initial purchase. This is known as ‘staircasing’. Each time you staircase, you will need to budget for: your solicitor’s fees, RICS (Royal Institution of Chartered Surveyors) valuation, heylo staircasing admin fee - £150 +VAT, Mortgage fees (if applicable), Stamp Duty Land Tax (SDLT). You’ll need to send to us RICS (Royal Institution of Chartered Surveyors) valuation with written confirmation that you would like to purchase more of your home; once we have looked at it we can confirm how much you will need to pay to purchase any additional shares, and how your rent will change once you’ve done so. The cost to purchase additional shares is based on the current market value of your home.

What happens if I miss a rent payment?

Your rent is a contractual agreement between you and heylo. If you fall behind with your rent or service charges, heylo will contact you to arrange payment or a repayment plan. If you think you will have difficulty making your rent payments you should contact our portfolio team on 20 3744 0415 or email

When will I stop paying rent?

You will stop paying rent when you own 100% of the property. Estate or service charges may still apply.

How will I pay my rent?

Rent will be collected monthly, the easiest way to pay your rent is by direct debit, as the payments are taken automatically so you don’t have to worry about missing a payment. We will tell you in advance if the amount or the date of your direct debit is going to change, and your payment instruction will be automatically updated. On completion, you will need to fill in a direct debit mandate.

What are my responsibilities?

For your rights and responsibilities, please click here.

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