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?
Can I cancel a search that I’ve ordered?
This will depend on where it is in the process. Best to request the cancellation and then we can confirm once we have checked on the system.
Oops, I’ve forgotten my password?
No problem. You can reset your password anytime at the login screen.
If I’m unhappy with the service and want to make a complaint, where do I go?
We are committed to providing exemplary customer service, so we hope you never have to complain but we know that occasionally things don't go to plan. If you feel we’ve fallen short, please get in touch with us on 0800 009 4540 and our Customer Experience team will help you. If we can’t resolve things for you straight away, as in some cases third party consultation will be required, an experienced case owner will contact you so we can work together to resolve your complaint. Details of our full complaints procedure are here.
If you feel that our resolution doesn’t resolve your issue, you will then be able to refer your complaint to The Property Ombudsman (TPO) for further consideration. More details about the scheme can be found online at www.tpos.co.uk. Their contact details are: The Property Ombudsman Scheme, Milford House, 43-45 Milford Street, Salisbury SP1 2BP, Tel: 01722 333306 or email them on firstname.lastname@example.org.
Why is Thames Water Property Searches so different?
We have been compiling drainage and water searches for over 20 years making us an expert in the field of the CON29DW and offering customers protection with our high standards and our ISO 9001 accreditation.