Service updates

Please bear with us at the moment

We may take longer to answer your calls and messages, or to process your applications and requests. Some of our employees are self-isolating, and there is a lot to do, but we'll continue to work as fast as we can. As always, supporting you and your clients is our top priority.

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.

We only ask that you 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.

Service levels* 
(last updated 22 September 2020)
Application Type
Standard BTL Portfolio Limited Company
Time to offer 25 days 34 days 34 days
Underwriting 5 days 6 days 5 days
Document assessment 5 days 2 days 2 days
Valuations booked and carried out** 6 days
Valuation assessment once received by TMW 6 days

Time to answer Broker Chat enquiries 55 seconds
Time to answer calls: New enquiries 1 minute 59 seconds
Time to answer calls: Case updates 8 minutes 21 seconds

*These are measured in working days from the day after you submit your case or document. Please note all timescales quoted are averages.

**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.

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.