The Mortgage WorksAvis 

I was pleasantly surprised by how seamless and dynamic the process was. Just stick to the guidelines and it becomes truly effortless. Highly recommended.

The perfect professional service

Very good customer service and delivery. Very knowledgeable and friendly staff. Richard Buttling was more than helpful to sort out our mortgage application and very efficiently.

Ernesta handled our application very professionally, having phoned us exactly as arranged the day before by Ollie.

Both individuals were extremely helpful and knowledgeable. We were able to complete our business with little fuss and completely to our satisfaction.

After several unsuccessful attempts to switch my product due to poor support, I was close to remortgaging elsewhere. Thankfully, I spoke with Cindy, who was professional, efficient, and extremely helpful. She guided me through the website, explained everything clearly, and highlighted important details.
Cindy completely turned my experience around.
TMW would benefit from ensuring all representatives provide the same high standard of service.

Arranged a buy to let with The Mortgage Works. I have about 5 others with TMW. Appointment made within 24hrs. Paperwork to complete forwarded prior to appt to get ready for meeting. 45 mins appt. Mortgage agreed in principle. Surveyors appt and conveyancers contacted me within 48hrs.

Seamless process of booking the telephone appointment. A reminder sent which is good.
Enough time given for the appointment, no rushing.

Very easy to deal with. Neil Jacob’s handled my application and explained the process well.
A happy customer!

Very good I’m satisfied with mortgage work

Neil the mortgage broker I had an appointment with was very helpful and explained things in a very easy manner. He gave me all the options and I chose the best mortgage for my needs. Would highly recommend.

Absolutely pathetic and incompetent staff.

I initially requested a letter confirming their consent for me to let the property on 18th July. Standard practise, any council asks for this before granting their license to sub-let.

5 days later they replied with my mortgage offer! This is not a suitable document, as it is simply my mortgage offer and doesnt even confirm that I took the mortgage.
I replied to the email, no response for 3 days so I called on 26th and explained clearly what I needed, they took notes and then later that day, I got an email with a welcome letter, which confirmed I had a mortgage, but no mention of mortgage type, or who the letter was from! I kid you not, the letter was NOT on headed paper and there is absolutely no mention of the company anywhere, let alone their address. This is still a letter of consent for me to let the property and so I replied immediately and another 3 days later, I still have no reply!

As I write this, I am on the phone to them again 29th July, explaining their imcompetence, they are saying they will request it again and could take another 5 days for me to get this letter!

This is pretty straightforward request, I imagine other people have to ask for the same and yet it seems so complicated for them. I will add the same person has been responding to the requests (and not replying) - Charlie Kenward, they are obviously completely incompetent. Meanwhile my property sits empty costing me £100 per day in lost revenue, purely due to TMW

Richard, the TMW representative was extremely helpful and we went through the application process together in a very professional manner. At all times, I understood the important issues and a satisfactory outcome was achieved, hopefully to the benefit of both parties.

It was very good experience

Clearly explained process and efficient service, Excellent communication made it very stress free.

once again lovely friendly professional people , make you feel important and heard , Janine the first point of contact today . Your staff are a credit to you . This is the 3rd review i’ve left in as many weeks and you all deserve every one of them .

New mortgage. Really easy and great job. Start to finish well done Beth

Patrick the mortgage advisor was brilliant - friendly, efficient and professional. As are all the staff in the call centre. As a landlord with 17 properties we honestly couldn't rate TMW higher. Thanks!

Beth Carter dealt with my application from start to finish; she explained and clarified any questions I had as well as ensuring I was kept up to date with the progress of my application. I knew exactly who to contact and she responded promptly to my emails. Thank you

I received lots of information regarding further borrowing and new mortgage application. Nazim was very kind and patient with me. He made it so easy and I am very happy with the service that he provided to me.

TMW have been really painful to deal with. They got in a spiral about an incredibly common and minor issue during conveyancing. Having referred the issue for more consideration (twice, as you do), their ultimate internal recommendation is that the issue is very low risk and the mortgage should proceed. This had all taken a while so they were warned that £tens of thousands would be lost if completion was missed. They assured our broker that the monies would arrive in time for completion, but also repeatedly advised us to raise escalations to bring it to the front of the queue just to be sure. Sounds like good service after a painful blip?

Nope. TMW’s internal SLA deadlines to endorse their own recommendation (?) to proceed have passed. As things stand, the mortgage is stuck, all escalations were ineffectual, and the deadline was missed. They have also now changed position: they told us that the original timings they assured us of were wrong, and escalating makes zero difference to the timeline because it is impossible to contact the approval team. So they have a team who no one is allowed to email, Teams or call, and an escalation process which escalates nothing.

Three different conveyancing lawyers and our broker are all staggered at how badly this has been handled. There are some nice staff at TMW who say they will try to help but they have zero power to actually do so. Nice is not enough - you need to actually make things happen.

By way of comparison, we have been told by multiple advisors that other lenders in the market resolve escalations within 24 hours. 24 hours. TMW have had this for weeks. I asked a conveyancer who was not involved in any of this for advice. She interrupted me and said that TMW are “exasperating” to deal with and “make up their own rules” as they go along.

TMW’s fee for this mortgage is £1,495.