10th Jan 2026 (8 weeks ago)
Not happy with the service that I have received...
I have been searching for new-build shared ownership scheme houses for a little while and came across the Mill Lane houses as published by Allen & Harris. These houses are on a first-come, first-served basis, and seeing as this upload was within one hour of the last time I had checked, I believed I was in a great position to secure one of these houses.
After submitting my interest, I received a phone call at 14:24 on Monday the 5th to obtain general information about the property, confirm my interest, and book an appointment with a mortgage advisor. I was informed that I would be sent a link to complete my affordability assessment and that, if successful, I would be added to the list to secure one of these houses.
I emailed later the same day at 16:16 asking about the link, as I had not received anything, and requested that it be sent.
After receiving no response, I then received a call on Friday the 9th from the mortgage advisor, Jamie, confirming my mortgage advisory appointment for Saturday the 10th at 13:00. With respect to Jamie, I am very thankful for his open and honest conversation, during which we discussed the fact that I had not received the link and that this had likely significantly hindered my chances of securing a property on Mill Lane. Jamie offered his apologies and said his colleague would get in contact with me regarding the link, with the hope of resolving the issue and potentially restoring my rightful place on the list.
When Saturday the 10th arrived, I received an email at 9:13 AM containing the link, dated the 5th of January. I have checked all email folders, including junk, spam, and others, and this email was never received. Based on this, I requested a copy or attachment of the original email allegedly sent on the 5th so that I could confirm it had actually been sent rather than merely drafted. This was never provided, which leads me to believe that the email was drafted on the 5th but never sent.
Additionally, if the email had been sent previously, there would normally be an email chain, meaning the email I received on the 10th would have been a follow-up. This was not the case.
This brings me to my current position. We have had some back and forth communication, and I have expressed my disappointment with how this situation has been handled. As a result of this error, I am now too far down the list to justify submitting an application, with no meaningful apology or plan to rectify the situation. This has resulted in continued 2+ hour daily travel for work, all due to a link not being sent—despite me emailing to request it.
As stated, I am extremely unhappy with how this has been handled. While I appreciate that this may seem like a small mistake, it has cost me this opportunity and my trust in the business.
Screenshots will be attached shortly as evidence, and I truly hope nobody else has to go through this experience.... Read more