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.

Case updates

For an instant update, log in to TMW Online and choose 'My cases' for a list of your applications. Please don’t call us for an update within the first 10 working days after you submit an application, as we'll be processing your case. If we need anything further from you, we'll be in touch.

Update: The Stamp Duty Land Tax holiday deadline for England, Northern Ireland and Wales is Wednesday 30 June 2021. For Scotland, the deadline remains as Wednesday 31 March 2021. Thank you for continuing to support your clients during this time and making sure they fully understand the importance of this date. Please ensure all applications are submitted with the requested paperwork.

Service levels* 
(last updated 05 May 2021)

Application Type
Standard BTL Portfolio Limited Company
Time to offer 20 days 24 days 24 days
Underwriting 4 days 7 days 5 days
Document assessment 2 days 3 days 3 days
Valuations booked and carried out** 10 days
Valuation assessment once received by TMW 2 days
Post offer assessment 1 day*

Time to answer Broker Chat enquiries 2 minutes 12 seconds
Time to answer calls: New enquiries 3 minutes 7 seconds
Time to answer calls: Case updates 1 minute 8 seconds

*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.

**Subject to access.

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.

Certificate of Title

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


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.