Service updates

If we're experiencing high call volumes and increased waiting times, to prevent you from holding on the phone for extended periods of time, please be reminded of the following:

  • Case tracking - Email or request a call back by dialling 08000 30 40 40, then wait for the prompt.
  • 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. Clients and Solicitors will receive offer letters in the post shortly afterwards.

We're processing applications as efficiently as possible, we can't guarantee the length of time it will take to complete applications.

Service levels (23 November 2017)
Average time to answer calls: Case updates 2 minutes 40 seconds
Average number of working days from application to offer: House purchase 15 days
Average number of working days from application to offer: Remortgage 15 days
Processing FMA documents up to received date 13 November
Average time to answer calls: New enquiries 2 minutes 45 seconds
Average time to answer Broker Chat requests: New enquiries 3 minutes 56 seconds
  • For literature requests, products and lending criteria information please call: 0800 545 3131 - option 1
  • For a decision in principle and case updates please call: 08000 30 40 40

Lines are open Monday to Friday 9am - 6pm

Your feedback is invaluable in helping us keep our service performance in peak condition. So, if you've placed a case with The Mortgage Works recently, please tell us about your experience