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.

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.

You’re likely to experience longer waiting times between 12pm and 2pm, so please call outside of these hours when possible.

Service levels* 
(last updated 26 November 2021)

Application Type
Standard BTL Portfolio Limited Company
Time to offer 17 days 20 days 20 days
Underwriting 3 days 4 days 4 days
Document assessment 2 days 3 days 3 days
Percentage of valuations booked and carried out within 10 days** 79%
Valuation assessment once received by TMW 1 day
Post offer assessment 1 day*

Time to answer Broker Chat enquiries 4 minutes 33 seconds
Time to answer calls: New enquiries 1 minute 43 seconds
Time to answer calls: Case updates 1 minute 47 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.

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.

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