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 15 August 2019) |
Application Type | ||
|---|---|---|---|
| Standard BTL | Portfolio | Limited Company | |
| Time to offer | 16 days | 19 days | 19 days |
| Pre-underwrite | Not applicable | 2 days | |
| Underwriting | 2 days | 2 days | 2 days |
| Document assessment | 3 days | 2 days | 2 days |
| Valuation assessment | 2 days | ||
| Time to answer Broker Chat enquiries | 32 seconds | ||
| Time to answer calls: New enquiries | 3 minutes 28 seconds | ||
| Time to answer calls: Case updates | 40 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.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.