Service levels

We've streamlined our case ownership and reduced our average time to offer by a quarter. Every submission has a dedicated case owner and our upfront requests will make things clearer and smoother.

You can get an indication of how long it'll take us to process your cases below.

Service levels*	Application Type
Service levels*	Standard Buy to Let and Limited Company	Portfolio
Time to offer (based on cases submitted within the last 60 days)	10 days	12 days
Underwriting	2 days	2 days
Document assessment	2 days	2 days
Percentage of valuations booked and carried out within 10 days (Subject to access)	86%
Valuation assessment once received by us	2 days
Post offer assessment	2 days

Information:

We aim to answer all calls and Broker Chat within five minutes, and we often answer quicker than this. Our phone lines and Broker Chat are busiest between 12 noon and 2pm.

* Timings 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.