How do I know if my property is in your area?
Please use our postcode checker.
What if I haven’t got a postcode for the property or if the property is a new development or a plot of land?
When invited to enter the property details, select ‘pick the location using a map’ and enter either the street name or postcode (you may need to enter a nearby road name or postcode if it is a plot of land). Once you have selected the relevant address/postcode, use the map features to pan around, zoom in etc. until you have found the required property/area, then pick the location.
How do I log in to the ordering system?
You will need to register for an account. Once you’ve done this complete the account set up by activating the link in the registration email within 24 hours of receipt. Don't worry if you forget your password, you can request a new one from the forgotten password page.
How do I place an order?
Log into your account and got to place an order and follow the steps. If you want help check out our visual guide on placing an order.
Enter the postcode or street name (or nearby alternatives if you don’t yet have these details). Draw the boundary around the property or site that you want the search completing on. Confirm this is the correct address or site. Create your own reference (this way you can track your searches easily). Select the search type and add it to your basket. Depending on your account type you’ll either be asked to pay up front by credit card or the order will be added to the monthly invoice. You'll receive your completed searches in PDF format (unless other format specified) within two to three working days.
Can I place more than one order at a time?
Once you have submitted an order for a particular property, you will then have the option of placing another order or finishing the session and logging out.
How do I select the area or property I want a search carried out for?
By drawing a polygon around the property and the boundary. Take a look at our visual guide to ordering
Can I order multiple searches?
It is one search per domestic property. However you can order additional connection checks for commercial properties.
Can I change an existing order?
Orders in your basket can be amended or cancelled prior to submission. Once an order has been submitted you will not be able to amend or cancel it. However, if you would like to add another product to this order please contact us (quoting the order reference).
What do I do if I made a mistake when placing an order but haven’t submitted it yet?
No problem, you can edit your order right up to the point you select to submit it. If you’ve already submitted an order but need to change some information, you’ll need to contact us so we can amend it.
How do I cancel an order?
If your order is pending you can cancel it, however if we have started processing your order we may not be able to cancel it. If you want to check please contact us and have your reference number to hand.
Please also refer to our cancellation policy.
What information do you need in order to ensure my order goes through first time?
When submitting your domestic, commercial or plan only search requests please ensure you provide full address details for single and /or multiple units/flats to avoid delays. If a search request has multiple connections such as a piece of land, or land and buildings you will be made aware of this at the time of placing the order. If you choose not to select an additional connection check your search will be completed on the address provided only, we will not query the search with you. This will prevent any delays and unwanted contacts when trying to confirm the connection details you require.
What is a residential or domestic property?
A residential property is defined as a single dwelling-house together with any associated land, e.g. a garden that is, or is meant to be sold with the dwelling.
Advice for searching an apartment / flat
If the property you wish to search is an apartment or flat, the search will be completed on the apartment building as a whole, not the area of the building in which the flat is located (i.e. the left corner). When drawing the boundary, please select the whole property boundary for the apartment block as we will be checking if there is a sewer or water main within this boundary.
What is classed as a commercial property?
Commercial properties include plots of land up to 100 hectares, working farms, and more. For a full list of what falls within a domestic or commercial category, please see our products and services page
What if my commercial property has more than one connection?
We can provide addional connection checks as part of the standard or non-standard commercial searches, (not mixed and small) for industrial units, flats or shopping centers.
How do I order additional connections on a commercial search?
Place your order as normal. Select the location of your property and the search category as a commercial, draw your polygon and when you continue to the next page select from the products available. When you continue to the order summary page you will be provided with a list of additional properties found within the boundary you have drawn. At this point you can select any properties where you just want to check the connection status (rather than carrying out a full commercial search) from the list provided as part of this commercial search.
(Please note, if one of the addresses listed is the same as your main search address you do not need to select it as that connection check will be included within the main report).
What if the site is very large (i.e. over 1square km)?
We can provide maps for additional areas. Our pricing structure for the A1 products is based on square km’s. The first square km is included in the product price, additional square km’s will incur additional charges, rounded to the nearest square km. When a polygon is drawn whilst placing the order, if the area is of a significant size, you will be advised that charges may be applicable. If these charges are applied then they will be clearly stated in the order summary. For more information on additional charges please check our price list.
The property I’m interested in is a small business/high street shop. Do I need to purchase a full price commercial search?
No, we provide a commercial mixed and small search, which provides the same details as a standard commercial search but for a smaller business. It can also include one extra connection check (for a domestic connection related to a small business).
Examples are a small single business i.e. corner shop; a small single business with a residential element attached i.e. shop/pub with flat; a small plot of land up to 100m2 with a single small building or no building.
What information do I need to ensure my search goes through first time?
When submitting your commercial search requests please ensure you provide full address details for single and/or multiple units/flats to avoid delays. For any search requests that do not require connection checks such as a piece of land please clearly confirm this when placing your orders.
We no longer query searches if “land at” has been submitted within the address details. They will be completed as a “plot of land” which means no connection details will be included. If you or your client requires the connection details, you will need to submit the request as the postal address or the occupier in the first instance. Once we have issued the report as “land at” we are not able to revise the report with connection details. This will result in you having place a new order if a commercial search is required with connection checks.
Who do I contact if I have an issue or complaint?
We strive to give you the best service possible, but if you found that things didn’t go quite to plan with your property search, please give us the chance to put things right by getting in touch with us - we take any issues or complaints seriously. Please contact us with details of your complaint.