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.
How do I get started?
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.
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.
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.
How do I pay?
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.
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.