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.


Service levels* 
(last updated 19 April 2024)

Application Type
Standard BTL Portfolio Limited Company

Time to offer
(based on cases submitted within the last 60 days)

17 days 21 days 20 days
Underwriting 10 days 10 days 10 days
Document assessment 2 day 3 days 1 day
Percentage of valuations booked and carried out within 10 days
(Subject to access)
80%
Valuation assessment once received by TMW 3 days
Post offer assessment 1 day*

Time to answer Broker Chat enquiries

3 minutes 28 seconds

Time to answer calls: New enquiries 50 seconds
Time to answer calls: Case updates

12 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.

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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