Service updates

The best service starts with great communication. So here, you can get an indication of how long it’ll take us to process your cases.

Last updated on 15 October 2024

Service levels*	Application Type
Service levels*	Standard BTL	Portfolio	Limited Company
Time to offer (based on cases submitted within the last 60 days)	11 days	13 days	13 days
Underwriting	3 days	3 days	3 days
Document assessment	1 day	2 days	2 days
Percentage of valuations booked and carried out within 10 days (Subject to access)	85%
Valuation assessment once received by TMW	1 days
Post offer assessment	1 day*
Time to answer
Broker Chat enquiries	16 minutes
New enquiries	6 minutes
Case updates	Less than a minute
*These are measured in working days from the day after you submit your case or document. Please note all timescales quoted are averages and can change daily depending on volumes.

Case tracking

For an instant update, log in to TMW Online and choose 'My cases' for a list of your applications. If you need any help, see our case tracking guide (PDF).

Certificate of Title

Please note we need five working days’ notice to release funds.

Certificate of Title

Offers

Once an offer’s been approved, we'll let you know. If you submitted your application on TMW Online, you’ll be able to see the offer here. Your clients and solicitors will receive offer letters in the post shortly.