Service updates

Please avoid calling us for an update within the first four working days after submitting your application, as we'll be processing your case. We'll contact you if we need anything.

View the following top tips which may save you a phone call:

  • Case tracking - For an instant update, login to TMW Online and select 'my cases' to see a list of your applications. If you need any help, visit our case tracking page or TMW Online FAQs.
  • 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. Your clients and solicitors will receive offer letters in the post shortly afterwards.

We’re committed to providing you with a level of service that is second to none. So that we’re completely transparent as to how we’re currently performing, please see our latest service stats below.

Service levels (Last updated 20 November 2018)
Average time to answer calls: Case updates 5 minutes 19 seconds
Average number of working days from application to offer 16 days
Average number of working days for document processing 3 days
Average time to answer calls: New enquiries 3 minutes 8 seconds
Average time to answer Broker Chat requests: New enquiries 1 minute 56 seconds