Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Contact us in a way that suits you
Whether it’s over the phone, by video, or in branch, speaking to one of our mortgage advisers has never been easier. Simply choose how you’d like to talk to us.
See if we can answer your query more quickly with our common questions below.
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What is the Mortgage Charter?
It’s a voluntary agreement between mortgage lenders and the government to give mortgage customers extra support during this difficult time. You can find full details on the government’s page.
It offers a range of options that could help you stay on top of your mortgage payments.
The options are to:
- switch to a new mortgage deal
- make interest only payments for six months
- extend your mortgage term to reduce your monthly payments.
None of these options will impact your credit score.
What support does the Mortgage Charter offer for mortgage customers?
If you can afford to make your current monthly payment amount - you should avoid making interest only payments or extending your mortgage term where possible because you’ll pay more interest overall.
If you’re coming to the end of a fixed-rate deal - you’ll be able to agree a new rate six months in advance of your current deal ending.
You can find out more about each option on our support for our mortgage customers page.
Your home also can’t be repossessed for at least 12 months from the first missed payment without consent if you go into arrears, except under exceptional circumstances.
If you’re concerned about your mortgage payments, please let us know. The sooner you get in touch, the more options you’ll have.
Who is eligible for the additional support measures?
- Anyone with a mortgage that’s not a Buy to Let and who are up to date with their payments can apply for the additional support measures.
- Everyone named on the mortgage must agree to the change and understand the costs. We'll write out to everyone named on the mortgage to confirm the changes made.
- In most cases, you can’t apply if you’re in the process of borrowing more on your mortgage.
You can find out more about what you’ll need to be eligible for each option at our support for our mortgage customers page.
Can I cancel payment arrangements made under the Mortgage Charter if I change my mind?
Yes. If you make interest only payments for six months, you can cancel whenever you like within the six months. However, you won’t be able to apply again once you’ve cancelled.
Please let us know by completing our Interest only payments cancellation form
You can also cancel a mortgage extension within the first six months without an affordability check.
If you’ve made any other changes to your mortgage, such as additional borrowing, more checks might be needed.
My fixed rate is coming to an end soon and I’m worried about rates continuing to rise – when can I talk to you about a new deal?
As long as you have six months or less left on your current deal, you can secure a new rate.
Will I have to pay an early repayment charge (ERC) to switch to a new deal?
If you’re in the last six months of your current mortgage deal you can select a new rate to start when your current deal ends without any early repayment charge. If you’re in the last three months of your current mortgage deal you can select a new rate to start straight away with no early repayment charges.
Will I get the same mortgage rates online as I would if I phone or visit a branch?
Yes. We offer the same rates online, over the phone, and in-branch.
Could my mortgage offer be withdrawn if changes are made to the Lloyds Bank mortgage range?
- If you’ve completed your mortgage application with us and received a formal mortgage offer: Any changes to our mortgage range won’t affect the rate you’ve applied for.
- If you’ve applied for a mortgage but not yet received your offer: If we make an offer, we’ll honour the rate you’ve applied for, as long as you meet our lending criteria.
- If you’re an existing mortgage customer and have already arranged to switch to a new deal: Any changes to our mortgage range won’t stop your new deal starting as planned.
What can I do to secure a mortgage rate with you?
If you are not already a mortgage customer with us, you must complete a full mortgage application, either online or with a Mortgage Adviser, to secure a mortgage rate.
If you already have a mortgage with us, you’ll need to complete an application for a new deal, either online or with a Mortgage Adviser. If you’re in the last six months of your current deal, you can select a new rate to start when your current deal ends with no early repayment charge (ERC). If you’re in the last three months of your current mortgage deal you can select a new rate to start straight away with no early repayment charges. Find more information about switching your deal on our existing customer support pages.
If your existing deal has more than three months left to run, you can still switch your deal, but we won’t waive the ERC in most cases.
Important: An Agreement in Principle (AIP) isn’t a mortgage offer. Once you’ve completed an AIP, you’ll need to complete a full mortgage application to secure your rate with us.
I’m in the process of switching to a new deal - am I able to select a different deal instead if I’ve changed my mind?
Yes. If you already have a mortgage with us and have arranged to switch to a new deal, you can select a new deal up until the date your change takes effect.
If I am unsure about the best option for me, what should I do?
There is a lot of useful information on our website, but you can also contact our Mortgage Advisers to help you figure out your best option.
Can I get more information about my existing mortgage or my application for a new mortgage?
If you already have a mortgage with us, you can sign in to Internet Banking to check your details. To make any changes or see what options are available, please visit our existing customer page.
If you’re a first-time buyer, a home mover, or you’re moving your mortgage to us and your application is already in progress, you can find updates on your Customer Tracker. You’ll find the link for this in your email invitation, or you can contact your Mortgage Adviser.
I’m worried about my finances, what can I do?
We know it can be hard to talk about money - we’re here to help. You’ll find lots of information and tools online, but if you’re worried you might not be able to make a payment, please get in touch as soon as possible.
Once we understand your situation better, we can talk through your options together. Talking to us won’t affect your credit file. If one of the options we talk about does affect your credit score, we’ll explain what this means for you before we set anything up.
If you miss any payments, this could affect your credit score and how you borrow in the future.
There are also other people you can talk to for independent help and advice. They can talk to us on your behalf if you’d prefer them to.
Financial support organisations
England and Wales
Citizens Advice: Call 03444 111 444
Scotland
Citizens Advice: Call 0800 028 1456
England, Wales, or Scotland
StepChange: Call 0800 138 1111
National Debtline: Call 0808 808 4000
Business Debtline - if you have a small business or are self-employed.
Northern Ireland
Advice NI: Call 028 9064 5919
Why a Mortgage Video Call could be the right choice for you:
If you’d prefer to talk to a mortgage adviser face to face and from a place that suits you, our video call service could be the perfect option. You'll need a Wi-Fi connection for a video call.
- Get everything done in one call - Video calls a quick way to apply with one of our mortgage advisers.
- View and share documents on screen - Your mortgage adviser will talk you through everything you need to know.
- You don’t have to be on camera - Don’t worry, you’ll be able to see us, but we don’t need to see you.
- Join the call from multiple locations- If there’s more than one person applying, you can join the call from different locations.
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What is a Mortgage video call?
Mortgage Video call is our service offering face-to-face appointments with a mortgage adviser using video technology.How can a Mortgage Video Call help me?
Mortgage Video Call is secure and easy to use. It offers the convenience of speaking to a mortgage adviser face to face from wherever suits you best.
You’ll be able to see your important documents on screen during the application – and ask any questions as you go along.
In most cases you can upload your documents to us straight from your computer, or by taking a photo of them on your smart phone.
How does a Mortgage Video Call work?
You can have a Video Call at a time that’s suitable for you.
Call us on 0345 122 1337. We’re available from 8am – 8pm Monday to Friday and 9am – 4pm Saturdays.
Once a time is agreed, we will email you with details of how to join.
If using a laptop or desktop, you will receive a meeting number to join a secure meeting.
If using a tablet or smartphone, you will need to download the free CISCO WebEx app from your device's app store.
At the time of the appointment the mortgage adviser will call you on your phone to guide you through the simple setup.
During your appointment you’ll see your mortgage adviser at all times, and your documents will be laid out in the main part of the screen.
You’ll be emailed a copy of your paperwork as soon as your appointment is over.
What’s the best way to prepare?
The most important thing is to find somewhere private and comfortable where you’ll be happy talking about your finances without distraction.
Also ensure that you have a strong secure broadband connection.
You’ll be asked about the property, your income and expenses.
It’s important to have documents like your pay slips, tax statements and bank statements handy. You’ll be given a full list of what you need when we’ve understood your situation.
If you’re going to use your tablet or smartphone, you’ll need to navigate to your app store and install the Cisco WebEx Meetings app before you can join a video call meeting.
For laptops and desktops, your mortgage adviser will ask you to join a secure meeting when it’s time to start your appointment.
What devices can I use for a video appointment?
- Laptop and desktop computers.
- Tablet and smartphone devices
- The above devices must be connected by broadband and be enabled with webcam, speakers and microphone
This service works on most up to date computers and tablets. You’ll see a message on screen during installation if your internet browser or operating system isn’t compatible. Sometimes this is easily resolved by updating to the latest version.
What do we do if it’s a joint mortgage application?
For joint applications, we can connect from multiple locations, so don’t worry if you are not in the same physical location. All parties need the required technology (laptop, desktop, tablet or smartphone) then we can conduct the appointment over video.
We have conducted video calls from hotels, work, abroad and oil rigs in order to help you get a suitable time to support you with your mortgage.
Points to remember
- Your mortgage adviser will guide you step-by-step through your mortgage application, and answer any questions you may have.
- You’ll be able to review your documents on screen with your mortgage adviser.
- You can work through the application at a pace that suits you best, and take a break if you wish to review your mortgage illustration.
- The appointment can take up to two hours. You’ll be getting the same level of expert service as you would in branch, or over the phone.
- All you need is a quiet space, a computer or tablet with a video camera, and a broadband connection.
- Using 4G or 3G mobile may reduce the quality of the service, and your mobile data provider may charge you for the data use.
- If you prefer not to be on camera, that’s fine, you can simply turn your camera off.