FAQs

We’ve put together a list of questions we get asked regularly. But if you can’t find the answer you’re looking for please get in touch with us.

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How do I get started?

It’s easy. Just click here to Register. It will only take a couple of minutes and once you’ve got an account you can start ordering right away.
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How do I place an order?

First, you need to log in by clicking the link at the top of the page. Then you simply enter the property details and create your own case reference (this way you can track your searches easily). Once you’ve done this you’ll be able to create a map with our easy-to-use boundary tool – or, if you already have a plan, upload it. Then you just select whatever search/searches you need and you’re done.

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Do you only offer drainage and water searches?

No. In fact, we offer a comprehensive range of searches through our links to other providers. This means you can get all your searches done at the same time, through just one provider.
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Do I have to be in a Thames Water area to use your service?

No. We cover properties across the whole of England and Wales.
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Can I order searches for properties outside the Thames Water area?

Indeed. We provide searches throughout England and Wales.
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Where do I get help with my account?

We’ve put together a useful little guide with all the information you’ll need. But if you’d prefer to speak to us then give us a call.

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Do you cover searches for new builds or plots of land?

Yes. And because we use the up-to-the-minute Ordnance Survey MastermapTM technology, most new builds already feature in our mapping tool. If not though, you can just upload a plan to your case.
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How long does each search take?

When you select a search an average turnaround time will be displayed. And once ordered, you can track each search to find out when it’s expected to arrive.
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Can I cancel a search that I’ve ordered?

Usually, yes. Just go into the search and click cancel. Otherwise, just give us a call with the case reference. Either way, we’ll contact the provider to make sure it’s not too late.

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How do I pay?

However suits you really. You either can pay upfront by Direct Debit or bank card, or you can settle afterwards by receiving an invoice. If you choose the latter, you have the additional options of paying by BACS or cheque.
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Oops, I’ve forgotten my password?

No problem. You can reset your password anytime at the login screen.

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If I have an issue, where do I go?

We deal with thousands of cases. And we know that occasionally things don't go to plan. So please give us the chance to put things right be getting in touch with us - we take these things seriously. We are committed to providing a high-quality service to our customers and should something go wrong we will do our best to ensure the right outcome.

However, should you remain dissatisfied you can refer your complaint to the Property Ombudsman for further consideration. You can do this by writing to them at The Property Ombudsman Scheme, Milford House, 43-45 Milford Street, Salisbury SP1 2BP, sending an email to admin@tpos.co.uk or calling them on 01722 333306.  We will co-operate fully with the Ombudsman during an investigation and comply with their final decision. More details about the scheme can be found online at www.tpos.co.uk.

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Why is Thames Water Property Searches so different?

Firstly, we’re well established. In fact, we’ve been compiling drainage and water searches for years as the official provider of the CON29DW Drainage and Water enquiry.

We also understand that you want two things from your property search provider: speed and accuracy. So, we have an electronic direct link (via NLIS) to all local authorities in England and Wales. That means we can offer all manner of residential and commercial due diligence property searches in the fastest times. Ordering is really easy too. And it’s flexible – because we know one size doesn’t fit all.

And as we’re in the game of offering customers protection, we know we need to have our own standards. That’s why we’re ISO 9001 certified, an executive member of CoPSO, a subscriber to the Search Code and registered with the PCCB.

Want to talk to us?

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Can we help you?

Our online chat is now closed. You can contact us on 0845 070 4198 between 9am - 5pm, Monday to Friday.
Alternatively, you can send us a message using our online enquiry form.