Target HCA — How to Contact Your Help to Buy Administrator

Target HCA — Your Help to Buy Administrator Explained

If you have a Help to Buy equity loan and need to manage your account — whether to request a statement, process a repayment, apply for consent to remortgage, or simply ask a question — Target HCA is the organisation you need to deal with. Understanding who they are and how to contact them effectively will save you time and frustration.

Who Is Target HCA?

Target HCA (Target Housing and Communities Administrator) is the appointed administrator for the Help to Buy equity loan scheme in England. Following the scheme's closure to new applicants on 31 March 2023, Target HCA took over the ongoing management of all outstanding equity loans previously administered by Homes England.

Target HCA is not the government — they are a specialist third-party administrator contracted to manage the government's equity loan portfolio. Homes England retains oversight of the scheme's policy framework, but Target HCA handles all direct borrower interactions for existing loans.

What Target HCA Manages

Target HCA is responsible for:

• Maintaining your equity loan account and issuing annual statements
• Calculating and collecting monthly management fees from year six
• Processing full and partial repayment applications
• Issuing redemption statements for solicitors
• Reviewing and granting consent to remortgage requests
• Handling changes of personal details (name, address, contact information)
• Responding to enquiries about your loan balance and status
• Managing arrears on management fee payments

How to Contact Target HCA

The primary route for managing your equity loan is through the **Target HCA online portal**. You should have been issued login credentials when your equity loan was set up, or you can register using your loan reference number. The portal allows you to:

• View your account balance and loan percentage
• See your management fee history and upcoming payment schedule
• Submit applications for repayment, remortgage consent, or other requests
• Upload documents required for transactions
• Send secure messages to the Target HCA team

If you cannot access the portal or need to speak to someone directly, Target HCA operates a customer service telephone line. Contact details and opening hours are published on the Target HCA website. Always have your equity loan reference number to hand when calling.

Response Times and Managing Expectations

Target HCA processes a significant volume of requests from borrowers across England. Response times vary depending on the nature of your request:

• **Simple account queries:** typically resolved within five to ten working days via the portal
• **Consent to remortgage:** allow at least two to three weeks; instruct your mortgage adviser well in advance of your mortgage deal expiring
• **Repayment applications:** allow two to four weeks from submission of your RICS valuation and required documents to receiving your redemption statement

Do not assume that submitting a request means it will be processed immediately. If your transaction has a specific deadline (a completion date, for example), flag this clearly in your submission and follow up proactively if you have not received a response within the stated timeframe.

Escalating a Complaint

If Target HCA has not resolved your query or has made an error that is causing you financial harm, you can formally complain using their internal complaints procedure. If your complaint is not resolved satisfactorily, you may be able to escalate to the Housing Ombudsman or the Financial Ombudsman Service, depending on the nature of the dispute.

Keep records of all correspondence with Target HCA — dates, reference numbers, and the content of any telephone calls. This evidence is invaluable if a complaint becomes necessary.

Your Solicitor Can Contact Target HCA on Your Behalf

For repayments, remortgages, and sales, your solicitor will typically correspond with Target HCA directly as part of the legal process. Ensure your solicitor has your equity loan reference and that you have given Target HCA authority to discuss your account with them.

Use our [Help to Buy calculator](/help-to-buy-calculator) to model your repayment options before contacting Target HCA, so you can approach them with a clear understanding of what you are trying to achieve.

Key Points

• Target HCA is the administrator for all outstanding Help to Buy equity loans in England
• The primary contact channel is the Target HCA online portal — keep your login details safe
• Allow two to four weeks for repayment and consent applications — do not leave requests to the last minute
• Your solicitor can correspond with Target HCA on your behalf for legal transactions
• Keep records of all correspondence in case you need to raise a complaint