TMW Online FAQs
Using the System
After a full application has been submitted, it’s not possible to make amendments to the case via TMW Online. Once the case has been assigned an Application ID and you wish to make a material change, please email TMW.Applications@themortgageworks.co.uk to request any changes.
From the TMW Online welcome page, click 'Search for an Existing Case'.
- If the case is pre-submission or submitted, click ‘Open’, ‘Cancel’ or ‘Clone’.
- If the case is post-submission you can only review or clone the case.
- Find the original case by searching for an existing case, then select 'Clone'.
- Follow the steps and proceed through the case, then press ‘Submit’.
If you’re submitting multiple applications for your client, by cloning a case you can pre-populate key information to save time.
Please note, some client data won't be editable when you use the cloning functionality.
You’ll need to review the information in the cloned case, and will then have the opportunity to make any amendments. You’ll also need to complete the loan requirements and property details for the new application.
The following information can’t be amended when you clone a case. If you need to change any of the following details, you’ll need to start a new application:
- Client details (name, address, date of birth)
- Reordering the 1st and 2nd applicants
- Submission route
- Broker fees
If the application hasn’t been submitted, it’s possible to change the product on the ‘Available Products’ screen. The products shown will be based on the live products according to the application type selected in the ‘Mortgage Details’ section of the DIP.
If the application has been submitted, please contact the updates team on 08000 30 40 40, then press option 2.
If you are being asked to select a product, you have requested a total loan amount that is higher than the existing loan amount entered. You'll need to revisit the loan requirements.
The standard form of letting agreement we accept is an Assured Shorthold Tenancy (or regional equivalent). Where this isn’t used, we’ll consider this a non standard tenancy.
We accept the following tenant types on a non standard tenancy basis:
- Corporate Tenancy – A company is the tenant for the purposes of housing one of its employees and associated family. The tenant company must employ a minimum of 1,000 people and we won’t consider any sub-letting arrangements.
- Local Authority/Housing Association Tenancy
- A private tenant where the rent is greater than £100,000 and therefore falls outside the limits of an Assured Shorthold Tenancy.
In line with standard tenancy agreements, the solicitor is responsible for checking the terms of the tenancy are acceptable to us, based on our lender information displayed in the CML Handbook. The maximum term of 36 months also applies.
We’ll use this information to provisionally determine whether Houses of Multiple Occupation (HMO) properties are acceptable security to us.
For non-HMO applications, including Buy to Let and Let to Buy, please enter 0.
You can provide up to 9 previous addresses for your client, although additional information may be required in some cases.
The term for the Further Advance can be different to the main account, however it can't be longer.
This is most likely caused by trying to submit Let to Buy applications as a purchase. Please check the application has been submitted as a remortgage.
If you’re still receiving an error message, please contact us on 0800 545 31 31, then press option 4.
To amend a DIP you don’t need to clone the case.
Details contained within the DIP can be amended by unlocking it. You can do this by opening the case and clicking on the DIP icon on the left hand side of the screen. Next confirm you’d like to unlock the DIP. The DIP will lose any approved status, but will enable you to re-run through the DIP pages, amend and resubmit.
Another footprint won’t be left if it’s within 30 days of the original DIP.
If you've unlocked the DIP to make changes, the DIP certificate won't be viewable until the DIP is re-submitted.
Once you've done this and received an accept, the new DIP certificate, and any other certificates previously generated, will be viewable within the Documents section of the Case Summary.
For a TMW online case, select the 'View Documents' button which is displayed below your Accepted DIP response. This will take you to the case documents where you can then select 'view' next to the DIP certificate, which will open the document as a PDF.
For MTE, open the Accept Response envelope and navigate to the DIP certificate tab.
Rather than submitting another DIP, you can just amend the existing DIP by following the steps in the 'how can I amend a DIP' question.
You can submit as many DIPs as your client likes within a 30 day period without leaving more than one footprint per Credit Reference Agency / Bureau.
Please contact us in one of the following ways:
- Call our Mortgage New Business Team on 08000 30 40 40 then press option 2 or 3.
- Email email@example.com.
Credit Reference Agencies/Bureaus
For the assessment of lending risk, we use the three major UK credit reference agencies and bureaus:
We’ll search at least one agency for an application. If we require additional information or don’t get an exact match we’ll search the other agencies.
All lenders are required to leave a footprint highlighting that they’ve performed a search connected with mortgage lending. We're therefore required to leave a footprint at each agency we use.
You can find a list of case requirements on the 'outstanding case requirements' section within the case summary screen.
The case requirements will be confirmed to you within your DIP response and also when you submit the full mortgage application.
We’ll only ask for additional information for complex cases where it’s necessary for us to make a decision.
You can upload the supporting documentation directly to the case. Please see the 'Scan and Attach' section for more details. Alternatively, documentation can be sent to firstname.lastname@example.org.
Please submit your client's case requirements after you've received our confirmation email at the Full Mortgage Application (FMA) stage. An email including the FMA reference number and case requirements should be sent to email@example.com.
If your client needs to provide case requirements you've already submitted, you can tell us the FMA reference number for the case requirements you’ve already sent and we’ll match them up. Alternatively you can resend these quoting the new Full Mortgage Application (FMA) reference number.
You must have created a case before producing a KFI.
There are two places to create a KFI, detailed below.
- 'KFI': Standalone KFI
- 'Application Form': Post-DIP KFI
You must be within a case (create a new case if required). Once within the 'Case Tracking/Status' page, select 'KFI' on the left hand side. Running through these pages will produce a standalone KFI, though it will not be saved against the case.
When a DIP has been accepted, you may begin the 'Application Form'. The first page is ‘Available Products’. These products will be based on the application type selected in the ‘Mortgage Details’ section of the DIP. Once you’ve selected the product and confirmed the fees, you’ll be able to generate a KFI. Once generated, this is saved within the case as a KFI Print on the 'Case Tracking' page.
Only one of these KFIs is available on each case. If any adjustments need to be made you can get a standalone KFI as above.
If you see a message saying ‘Choose an Option’ on the left hand side of the screen that isn’t there, it may be because your internet browser’s Pop-Up Blocker settings are preventing the KFI from opening up on the screen and causing the system to hang.
- First ensure pop-ups are enabled in your internet browser settings. If the problem persists hold down the control key whilst clicking 'Next' on the last page of the KFI and the KFI should open in a new screen.
- If a post-DIP KFI has become stuck at this point it is likely the KFI was generated behind the scenes. If you experience this problem try returning to 'Case Tracking' and picking up a KFI Print.
- If you continue to experience problems, please call Tech Support on 0800 545 3131, then press option 4.
Please call us on 0800 545 31 31, then press option 4.
Print, Scan and Attach
The following documents can be printed once they are generated from the case:
- DIP Response
- DIP Certificate
- DIP Summary
- Application Summary
- Valuation Report
- Mortgage Offer
To do this, you can go to the case summary menu, select 'documents' and all documentation that has been generated for the case will be available.
Then press ‘view’ next to the relevant box.
From the TMW Online welcome page:
- Click 'Search for an existing case'.
- From the case summary menu, select 'documents' and all documentation that has been generated for the case will be available.
- Then press ‘view’ next to the relevant box.
You are also able to print the DIP Certificate this way.
For simple step-by-step instructions on how to attach documents, read our Scan and Attach guide.
The maximum file size for TMW Online is 5MB and TMW MTE is up to 3MB.
We hope we have answered the most common questions above, but if you’re still unsure about something, you can contact one of our experienced advisers on Broker Chat.