Contact Property Searches
Message us
The easiest way to get in touch with us about your order, is by using our messaging service.
You can do this by selecting a report from your dashboard. You'll be able to send questions, responses or additional information about your order.
You can also ask questions about completed orders, made after 10 February 2025.
Call us
Lines are open 10:30am to 5pm, Monday to Friday.
Online chat
Get an instant response with our online chat option, just open the pop-up. We're available 10:30am to 5pm, Monday to Friday.
Email us
Give feedback about our service, or ask a question that is not related to a specific order.
Cancelling an order
You can request to cancel an order by sending us a message from your dashboard. Our Customer Experience team will review the request and get in touch with you.
Your request to cancel may not be approved if the order has progressed too far.
Terms and conditions
View the terms and conditions for Property Searches and our residential and commercial searches.
Our complaints process
We're committed to providing all our customers with an excellent service. If something's gone wrong, please read our process about how we'll handle your complaint, and contact us.
Quality management certification
Thames Water Property Searches is ISO 9001:2015 certified.
This means we're consistently showing our commitment to quality and continuous improvement. Alongside enhancing our customer's satisfaction.
