Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Frequently asked questions
Find answers to the most common questions about our Eco Home Reward. If your answer isn’t here, your mortgage adviser should be able to help.
About the reward
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If the claim window has closed for the promotion, we’re sorry but you can no longer make a claim.
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No, you can only claim one reward for each property. You will only be able to receive the cashback once, even if you take out a joint mortgage.
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1. When you submit your claim form, we’ll send you an email to request the invoice within three working days. The email will include a secure document upload link.
2. To keep your details safe, it’s important you only use the link to submit your invoice and follow the instructions carefully. You should not send your invoice to us in an email.
3. To make sure your claim is successful, please upload a PDF copy of your invoice. The document upload link will only work once, so make sure all the relevant documents are uploaded at the same time and include all of the following details:
- your name and address
- the name and address of the person or company who carried out the work
- invoice number
- the date of the invoice
- description of your home improvements
- total amount payable.
4. Once your invoice has successfully uploaded, and you’re eligible, we’ll aim to pay out your cashback within 30 days.
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If the delay’s outside your control, please let us know before the end of your claim period by using our online notification of delay form.
November 2022 – May 2023 mortgage applicants
You still have until 31 October 2023 to do your eligible home improvements.
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Once you’ve submitted your Eco Home Reward claim form, we’ll ask for details of the improvements made. We’ll send you a document upload link by email, so you can provide us with all relevant invoices for the work.
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Lloyds Bank isn’t responsible for making sure the quality of the work carried out is of a good standard. You’ll need to speak to the supplier used for the work. You can also contact any scheme providers the work might be covered by, such as the Microgeneration Certificate Scheme (MCS), which looks after solar thermal, air or ground source heat pumps, and biomass boiler installations.
About Octopus Energy
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Lloyds Bank and Octopus Energy have teamed up to make installing air source heat pumps easier for our customers.
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You can use any installer you like to get a heat pump and claim the Eco Home Reward cashback.
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They fit air source heat pumps. But you can install any kind of heat pump you want and still qualify for the Eco Home Reward cashback.
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You’ll be given a information pack with a phone number to call if you need to speak to Octopus Energy about your heat pump once it’s been installed. If you use a different installer to Octopus Energy, you’ll need to get in touch with them directly.