Service Updates

IMPORTANT - Stamp Duty Land Tax changes

Due to the changes to Stamp Duty Land Tax that became effective from 1 April 2016, we're currently experiencing high call volumes that have 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 TMW-Updates@themortgageworks.co.uk 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, but given the unprecedented market conditions and reliance on all parties involved in purchasing a property, we can't guarantee the length of time it will take to complete applications.

Latest service performance figures

Average time to answer calls: Dedicated Broker Support 3 minutes 50 seconds
Average time to answer calls: Service Centre 3 seconds
Average number of working days from application to offer:
House Purchase
Remortgage

21 days
18 days
Average number of working days to assess valuation after receiving report
6 days
Processing FMA documents up to received date 25 April


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