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Customer Services

Our promise to you

Our customers are our priority. We put them at the heart of all that we do - by understanding how they work, listening to their feedback and providing what they need, in a timely and accurate way.

We have a customer promise which is our commitment to you and provides details of how we aim to deliver quality, expertise and a first class service.

We also have a dedicated team of Customer Service Advisors who are on hand to answer your questions and give guidance and expert advice when needed. They are highly skilled at identifying exact property boundaries and interpreting search results, and they can provide you with updates on the progress of your orders. 

We welcome all feedback, not just in our annual survey but every day, as we are always looking for ways to enhance our service further.

Get in touch

We are always looking to improve our levels of service and would love to get your feedback on how we’re doing. To speak to our Customer Services Team call 0800 085 8050 or click on the link to contact us


Unsure which search to order? What does that symbol on the map mean? Visit our FAQ section for answers to some commonly asked questions. If your question isn’t there, get in touch and we can answer it for you – and maybe add it to our ever-changing FAQ page so it will be there next time someone else needs it. 

If you’re unhappy

Please tell us! We will always try to resolve a query or complaint immediately. If this isn’t possible we will take all the details, investigate the issue thoroughly and come back to you in a timely manner. If your complaint has gone through our Complaints Process and you are still not satisfied with our response, you may refer your complaint for consideration under The Property Ombudsman scheme. For more information, please contact us.

  • Call us on 0800 085 8050 so we can address your concerns straightaway.
  • Use the form on the contact us page to send us a message – we’ll get back to you as soon as we can.
  • Put it in writing – our address is Customer Services, Geodesys, Osprey House, 1 Percy Road, Huntingdon, Cambridgeshire, PE29 6SZ.

We will investigate your concerns and get back to you as soon as we can. 

Help us to help you!

There are some things that you can do to help make sure that your journey with us is as smooth and speedy as possible:

Complete addresses
If you require connection details for a specific property, please give us the full postal address (including the building name and/or number) – we might not be able to find it if it’s listed as ‘land at’, ‘un-named property’ or ‘land and buildings’.

Vendor/occupier name
A vendor’s name is always necessary in order to verify that we are searching against the correct property. If a property is vacant the previous occupier’s name will also help. Many commercial properties are found under the occupying company’s name as well as the property/unit number.

Provide a plan
A plan helps us verify that the information we provide is for the correct property. This is essential for land only and commercial requests, as well as for new properties (as they may still be known by their plot number). For this type of request an Ordnance Survey plan assists us greatly as it shows existing road names. If the Ordnance Survey plan supplied only shows empty land, please mark the boundary of the property to enable us to accurately answer the questions in the report.

Connection status
Please provide the full address (including previous house names and numbers) or as much detail as you can. The address Anglian Water holds is shown on the Anglian Water bill for the property.

Section 104s and bonds
We will need the plot number, site name, and any phase number or area number you may have so that we can verify the existence of a Section 104. To confirm if a bond or bond waiver is in place we will need the developer’s name. This is still the case for small developments and one-off self-builds.