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. We only ask that you don’t call us for an update within the first four 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 18 October 2019)
Application Type
Standard BTL Portfolio Limited Company
Time to offer 16 days 20 days 20 days
Pre-underwrite Not applicable 2 days
Underwriting 2 days 3 days 3 days
Document assessment 3 days 3 days 3 days
Valuation assessment 2 days
Time to answer Broker Chat enquiries 23 seconds
Time to answer calls: New enquiries 14 seconds
Time to answer calls: Case updates 45 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.