Service updates

Please don’t call for a case update within the first three working days after submitting your application. If we need anything, we'll contact you.

View the following top tips which may save you a phone call:

  • Case tracking - For an instant update, login to TMW Online and select 'my cases' to see a list of your applications. If you need any help, visit our TMW Online FAQs.
  • Certificate of Title - 5 working days notice is required in order to release funds.
  • Offers - Once an offer has been approved, we'll notify you and then it will be available to view in TMW Online. Your clients and solicitors will receive offer letters in the post shortly afterwards.

We’re committed to providing you with a level of service that is second to none. So that we’re completely transparent as to how we’re currently performing, please see our latest service stats below.

Service levels (Last updated 13 August 2018)
Average time to answer calls: Case updates 50 seconds
Average number of working days from application to offer 14 days
Average number of working days for document processing 2 days
Average time to answer calls: New enquiries 2 minutes 10 seconds
Average time to answer Broker Chat requests: New enquiries 1 minute 16 seconds