Tip:
To find out how long it takes to:
- process an application
- answer a call, or
- respond to a chat request
check our service level details.
Help us improve
Have you had great service from one of our teams? Have suggestions for us? Let us know.
How can we help?
Broker Chat
Broker Chat can help with:
- pre-application questions
- procuration fees
- tech support for TMW Online.
Available 9.30am to 5pm on Mondays and 9am to 5pm Tuesday to Friday (except Bank Holidays).
Give us a call
Pre-application:
0345 600 31 31
Case updates and changes, DIPs:
0345 605 40 40
Our tech support team are only available via Broker Chat.
All lines available 9am to 5pm, Monday to Friday (except Bank Holidays). Pre-application lines open from 9:30am on Mondays.
Calls to 03 numbers cost no more than calls to 01 or 02 numbers.
Send us an email
Case updates:
tmw-updates@themortgageworks.co.uk
Changes and supporting documents:
tmw.applications@themortgageworks.co.uk
Procuration fees and TMW Online registration changes:
intermediary.support@themortgageworks.co.uk
We'll respond within 24 to 48 hours.
TMW Online
The fastest way to get case updates, including progress on valuations.
Brokers can create new cases and upload additional documents. Brokers and admins can see case updates and details.
Available 24 hours a day, 7 days a week.
Contact your Business Development Manager (BDM)
Our BDMs provide face to face and phone support with pre-application questions across the UK.
Mortgage statements
We'll send mortgage statements annually on the month end of the anniversary of the mortgage. For example if your clients received their funds on 15 May, they'll receive their annual statements at the end of May.
Solicitors
For redemption statements, conveyancing and probate work, check our solicitors page.
Logging a fraud concern with us
If you're concerned about possible fraud on a mortgage application, you can email us at tellsid@nationwide.co.uk
Complaints
We do everything we can to get it right first time, but sometimes things don’t go as expected. If you feel this has happened to you, let us know using any of the contact details on this page. We’ll work with you to understand the problem and find a way to put things right again.
By post
Northampton Administration Centre
Kings Park Road
Moulton Park
Northampton
NN3 6NW
Landlord website
Does your client already have a mortgage with us?
They can manage their mortgage on our TMW Direct site.