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.
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.
Do you only offer drainage and water searches?
Do I have to be in a Thames Water area to use your service?
Can I order searches for properties outside the Thames Water area?
Do you cover searches for new builds or plots of land?
How long does each search take?
How do I pay?
Oops, I’ve forgotten my password?
No problem. You can reset your password anytime at the login screen.
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 firstname.lastname@example.org 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.
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.