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.
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* |
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.
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.