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 seven 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 3 April 2020)
Application Type
Standard BTL Portfolio Limited Company
Time to offer 21 days 28 days 28 days
Underwriting 2 days 7 days 3 days
Document assessment 2 days 3 days 3 days

Time to answer Broker Chat enquiries 3 minutes 24 seconds
Time to answer calls: New enquiries N/A
Time to answer calls: Case updates 10 minutes 18 seconds

*Please note all timescales quoted are averages

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.


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.