This page offers answers to the most frequently asked questions

• How do I register?
  • Simply fill in your details on the registration page, and we'll email you to confirm your account has been set up and your log in details.

    Once we've confirmed your registration by email, you can log in and start ordering straight away. You can set your preferred sector for your searches, your delivery method, and how you would like us to contact you on your preferences page.

• How do I order?

  • It's easy...

    Step 1: Log in and start creating your case.

    Identify your case by giving your reference so that you can track your order once you have submitted it.

    Step 2: Provide the location for your case.

    You can either look up the address using the postcode, if this is available. Alternatively, you can directly enter the address details.

    Step 3: Provide a map for your case.

    Choose how you would like to provide a boundary from one of the following options:

    • Draw the boundary with our easy-to-use online mapping tool.
    • If you already have a plan, upload it to your case.
    • For a small charge, add a Land Registry plan to your order.

    Step 4: Select which search products you require.

    • You can choose one of our easy order search packs of popular search combinations.
    • Alternatively, choose individual search products to best suit you and your client.

    Step 5: Confirm your order and we'll start working on it straightaway.

• Do Thames Water Property Searches only offer drainage and water searches?

  • We started our business compiling and selling drainage and water enquiries over ten years ago, but have developed our customer offering since then and now provide a wide range of conveyancing searches nationally.
    Our price guide lists the products and search packs that we offer.

• Do I have to be in a Thames Water area to use your service?

  • Wherever you are, you can buy searches from Thames Water Property Searches for properties across the whole of England and Wales. We have electronic links with all our suppliers, including NLIS, to ensure that you receive your products as quickly as possible.
    Our price guide lists the products and search packs that we offer.

• Can I order searches for properties outside the Thames Water area?

  • Yes, Thames Water Property Searches offers a wide range of conveyancing searches nationally.  Whether you need an environmental search, official local authority search, flood check or a chancel, you can find it in our product offering.
    Our price guide lists the products and search packs that we offer.

• Can I order search packs or individual searches for a new build property or a piece of land?

  • Yes. Our system incorporates up-to-date Ordnance Survey Mastermap^TM data, so many new builds already feature within our mapping tool.

    Alternatively, if you already have a plan you can upload it to your case.

• Who do I contact for more information on search products?

  • If you have any queries about our search products or prices, please chat online to a member of our Customer Service team or telephone us on 0118 925 1504.

• Do I pay extra for ordering search packs through you?

  • No. In response to requests from our customers, we have designed a variety of search packs to make ordering simpler, quicker and in many cases cheaper.

    Our price guide lists a selection of our most popular search packs and corresponding prices.

• When I am ordering more than one search on a particular case how do I know the turnaround time for each?

  • Both our price guide and product selection page provide average turnaround information for each of our products.

    If there is a delay to any of the products you have ordered, we will let you know when you can expect to receive your completed order. You can choose to have the products delivered individually as soon as they are returned to us by the data provider.

• How long will my searches take?

  • Searches vary in the time they take to deliver.

    Average turnaround time is displayed on the products page at the time you place your order and if this changes whilst your order is being processed then we will be sure to contact you.

    We have also invested heavily in technology to ensure that our searches progress as quickly as possible, and we will actively chase results and keep you informed.

• How do I cancel a case or package / search product?

  • When viewing your case, you can select the products you want to cancel, and we will contact the data provider to confirm if the product can be cancelled. We will subsequently contact you to discuss and confirm your cancellation

    Alternatively, using your case reference, you can call us on 0118 925 1504 to request a cancellation.

• What if I have a query in relation to my order or case, or technical issues with the website?

  • If you have a query with an in-progress or completed case, you can simply use the correspondence section to send your question directly to us.

    Alternatively, for any type of query or issue, please feel free to chat online to one of our experienced Customer Service team or telephone us on 0118 925 1504.

• How do I pay for my orders?

  • You can choose to pay upfront by Direct Debit or credit or debit card or you can set up your account so that you are invoiced for your searches. You can settle your invoices by credit or debit card online or by BACS payment or cheque. Terms and conditions apply. Please contact our Customer Service team for more details.

• Can I open a credit account?

  • Yes, you can set up your account so that you are invoiced for your searches. You settle your invoices by credit or debit card online or by BACS payment or cheque. Terms and conditions apply to accounts. Please contact our Customer Service team for more details.

• Do you provide training on how to use the website?

  • Yes. We can provide initial and ongoing training, specifically designed for your company needs, by phone, email or through onsite training at your offices. We are also able to offer online web conferencing. Please contact us for further details.
    We have a simple-to-follow website user guide available to all users that clearly takes you through all aspects of using the website.

• Do I need to download any additional software or add-ons to use the website?

  • No. We have listened to the concerns of a number of our customers and have designed the site to operate specifically without the need to download any additional software onto your computer.

• What if I forget my password?

  • You can reset your password within the login section. You will need to enter your username. We will subsequently reset your password and send this to your registered email address.

• Who do I complain to if things aren't going well?

  • While we are committed to providing you with a first-class customer service, we appreciate that there may be times when we do not get it right first time.
    If you are unhappy with the service you have received from us, please contact our Customer Service team, so that we can put it right as quickly as possible.

    Telephone: 0118 925 1504
    Email: onlinecustomers@thameswater.co.uk
    Write to: Thames Water Property Searches, PO Box 3189, Slough, SL1 4WW

    If you have any comments or suggestions as to how we can improve our service to you, please contact our Customer Experience Manager, Renee Truter.

• What makes Thames Water Property Searches different?

  • We are an established national property searches company and have been compiling drainage and water enquiries for over 10 years. As an official provider of the CON29DW drainage and water enquiry, we understand the importance of searches being accurate and on time.

    To improve our customer service we have created a direct link via NLIS to all local authorities in England and Wales. This means that we are now able to offer all types of residential and commercial due diligence property searches across the country.

    We have worked with you, our customers, to ensure that our online ordering system is easy-to-use:

    • Place your orders in just six easy steps.
    • Confirm your property location using our straightforward mapping system.
    • Use our online tracking facility to monitor your orders.

    Our system is designed to be flexible. You can choose how you order, how you receive your search results and how you make payment. We also offer a variety of search packs to make ordering simpler, quicker and with competitive prices.

    We are ISO 9001 certified, an executive member of CoPSO, a subscriber to the Search Code and registered with the PCCB. We are committed to best practice, industry standards and customer protection.

    Most importantly, we are focussed on providing excellent customer service. We have a highly knowledgeable team with a wealth of experience in searches. You can use our online chat facility, send us a message when viewing a case online, email onlinecustomers@thameswater.co.uk or phone us on 0118 925 1504.