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Frequently Asked Questions
Frequently Asked Questions

Frequently Asked Questions

If you have a question that does not appear here, please contact us or give us a call on 0800 085 8050.  One of our Customer Service Advisors will be happy to help

General

New website: features

New website: logging In

New website: your account

New website: your order

New website: other

Information requests

Maps & Plans

Sewers

Water

After receiving my search

General

G1 What kind of searches do Geodesys provide?

Geodesys are the official provider of drainage and water searches for the Anglian Water region, but we also provide out of area drainage and water searches, environmental reports, flood reports, ground stability and subsidence reports, farm report, planning histories and local authority searches for residential and commercial properties throughout England and Wales.

G2 Which product do I need to order?

The product pages of our website give a clear explanation of all our products, along with instructions on how to purchase them.  Our customer services team is also on hand to provide any advice or guidance on the right products for you.  You can reach us by telephone on 0800 085 8050 or contact us.

G3 Is the search that I am ordering suitable for the intended area?

We offer a full range of searches to suit your individual needs.  Residential searches are designed for single residential premises with one billing account.  Commercial searches are designed for shops, units and areas of land. 

Residential environmental reports are designed for single residential premises and as such are based on a single point.  If a commercial property or an area of land needs to be covered by this report, a commercial version of the environmental search will enable us to outline the boundary of the area required and provides a more accurate reflection of the environmental issues affecting the site.

When ordering online, our Search Alert tool highlights additional reports which may be applicable and helps to identify all potential risks that may need further investigation.

The individual product descriptions should help you make the right choices, or you can contact our Customer Services team on 0800 085 8050 for advice and guidance.

G4 How long will it take for my search to be completed?

We aim to send out all CON29DW responses and all other searches between three to five working days (with the exception of local authority searches). Sometimes we have to contact third parties to gain information or request data, which may take a little longer.  We give the guarantee that if we have not delivered your CON29DW or search within ten days, and have not been in touch with an explanation for the delay, we will reimburse you in full.  If you need a search report urgently, we also offer an expedited service with a turnaround time of 24 hours for an additional fee.

 

G5 Where can I obtain maps or asset plans only?

 digdat is our mapping service which provides online access to Ordnance Survey mapping or asset location maps at competitive prices.  Terms and conditions apply.

G6 When ordering online, what if the address is not recognised when I use "find address"?

You can manually enter your desired search address by using the "Advanced Search" option.  If the address and plan provided are not sufficient for us to locate the area to be searched, we will contact you to obtain more details.

G7 What if the property is a new development or land?

Please provide us with as much information as possible, and a land registry plan highlighting the area to be searched.  When ordering online, use the ‘Advanced Search’ option to manually enter the desired search address.

G8 Can I receive a refund if I cancel my search?

See our current cancellation policy.

G9 How long does Geodesys hold a copy of my report/s?

Geodesys will retain a copy of your CON29DW or COMMERCIALDW report for six years from the date the report was produced (if the address was within the Anglian Water region). However, we will not be able to reissue the report if three months has passed since the production date. This is due to the data only being valid for the date the report is produced and is therefore deemed out-of-date once three months has passed.

Reports provided by our third party suppliers (including CON29DW and COMMERCIALDW reports produced for addresses outside the Anglian Water region) are held (by them) for various length of times - details of retention periods are available on request.

Geodesys will hold all third party reports for four months from the date the report was produced, apart from in the case of Lawyer Checker® and Anti-Money Laundering (AML) searches. Results are only valid on the date these reports are produced due to the fact that they contain personal data. These products will therefore only be held by Geodesys for five days from the date they are created.

New website: features

N1 What's new on the website?

Our main design aim in creating a new site was to provide you with a quick, simple customer interface. Client feedback from some initial road-tests has been as follows:

  • the order process is a great deal smoother
  • the new customer dashboard is a useful addition and the icons are clear
  • they like the ability to be able to search for their orders
  • there is a useful facility to produce and print a quote
  • products and packages are very clearly displayed

 

N2 What are the benefits of ordering and paying online?

Ordering and paying online ensures a much faster turnaround on your orders. Typically, 97% of CON29DW (Anglian Water) ordered online are completed within 1 working day, and 98% of all search reports ordered online are turned around within 3 working days. Ordering online also ensures you are offered the most up to date discounted packages available. In addition, you can save quotes for your clients and print them directly from the website.

N3 Can someone take me/my company through the new features?

Yes, absolutely. We have dedicated Client Account Executives that will be happy to visit you and your team to assist you with learning the new features of our website. They can offer the following services:

  • website demonstration and training (including Search Alert recommendations)
  • review of your company's online account(s)
  • talk through your specific search requirements
  • regular legislative, industry and product updates
  • regional knowledge and networks
  • strong relationships with all our suppliers including Landmark, GroundSure, DevAssist

Simply drop them a message here to arrange an appointment.

New website: logging In

L1 I am a new customer

Firstly, welcome! New customers will need to create an account before making an order. Simply select 'Register for a Geodesys online account.' From there you will need to provide us some information to set up your account with. If you have any problems, please give our Customer Services Team a call on 0800 085 8050 or email us at customer.services@geodesys.com. Alternatively, if you would like one of our Client Account Executives to arrange an appointment to come and visit you personally to show you all the new features in person, please contact us directly here.

L2 I have an existing account

If you have ordered from us during the last 12 months, you'll simply be asked to reset your password and security question when you enter your username and password. at this point, we'll show you the most up-to-date Geodesys Terms of Use, which you simply need to agree to and select 'Submit'. We'll then send you an email, so please check your junk items folder in case it goes into there by mistake. Click the link in the email, and set your new password and question. You will then be taken directly to the new site.

L3 I was told I would receive an email to log into my account on the new website, but I haven’t received it yet

Please ensure your email hasn't gone into your junk items folder. The email address it will be sent to is the same one used to log into your Geodesys account. If you still experience issues, please contact our Customer Services Team on 0800 085 8050.

L4 I can't remember my passord

Please click on the link called 'Forgotten your Password?' and enter the email address that you use to log into your Geodesys account with. A link will be sent to your email address, which you'll need to click on in order to reset your password. 

L5 I don't have access to the email address associated with the account

If you don't have access to the email address you use to log into the account with, because it belongs to someone else in the company, then please create a new website account. Due to security reasons, we are only able to send password reset requests to the email address associated with the Geodesys account.

New website: your account

YA1 I need to change my password

There are two ways to change your password, if you can't remember what it was click on the link called 'Forgotten your password?' and enter the email address you use to log into your Geodesys account with. A link will be sent to your email address, which you will need to click on in order to reset your password.

If, however, you know what the existing password is and want to change it, please log into the account and select 'My Details.' From here, you can select 'Change Password.' You will be asked for your current password, before entering the details of your new password.

YA2 I need to amend my details

Amending details couldn't be easier. Once logged into your account, please select 'My Details'. From here you can change anything from your contact details through to how you would like to receive your orders.

YA3 I don't want to receive marketing emails anymore

Simply log into your account, select 'My Details' and scroll down to 'My Options.' From here you can select your preferred marketing notification options. Please hit 'Save' once you have made your preferred changes.

YA4 How do I set up a Credit Account with you?

When you register with the Geodesys website, you will be asked to fill out a section called 'Customer Organisation' which is where you can request a credit account application form to be sent to you. Please fill this out and send it back to us so our finance team can review your application. If you didn't select it at the time of registering, or you would like a new copy, you can download one here.

New website: your order

YO1 What are 'Search Alerts'?

Search Alerts appear in the top box on the right hand side of your screen when a property location is identified as being in or near to an area where the highlighted risk(s) may be present. At the same time the screen will highlight which report(s) may be helpful in assessing the extent of the risks highlighted. The Search Alert risk icon changes from red to green when you have selected a product that provides more information on the identified risk(s). Clicking a highlighted risk on the box will also indicated the appropriate searches.

We strongly recommend that you explore the highlighted risk area(s) by obtaining the necessary report(s) to examine this in further detail as part of your on-going due diligence. if you require further information or support in interpreting the results of this Search Alert, please do not hesitate to contact us.

YO2 If I order individual products rather than a package, will I still qualify for any relevant discounts?

If ordering from our product list then the best package price on your particular product combination will always be applied. Alternatively you can click on the 'Discount Packages' banner to see our current range of packages.

Occasionally, you may notice that more than one package is greyed out in our Packages list. This is because the combination of products that you have selected is available in different package formats. Your selected combination, however, will only appear once in the 'Current Quote' box.

YO3 You don’t offer the search report(s) I need, can you get it / them for me?

We are continuously reviewing our product catalogue, and we endeavour to provide our customers with the best selection of products to meet their needs. If you wish to enquire about specific products, please email our Product Managers at product.management@geodesys.com.

YO4 I usually order by post, can I change?

Absolutely! The new website makes it easier than ever before to order online. If you have ordered by post in the past 12 months and provided a valid email address, it's likely we have already set you up with a web account linked to your email address. Please log in using your email address as your username. Please note that you will need to reset the existing password.

For customers who have not provided us with an email address when ordering, a unique username has been set up for you. This username will be updated when we have received a valid email address.

If you currently do not have a web account, all you will need to do is select 'Register for a Geodesys online account.'

Please call our Customer Services Team on 0800 085 8050 for more help if you get stuck.

By moving online you can benefit from:

  • quick and simple ordering process
  • full range of package discounts
  • choice of delivery method
  • weekly, monthly or order-related invoicing
  • secure online payment by credit/debit card
  • order online and pay by cheque
YO5 What are the benefits of ordering by credit/debit card?

Our customers who order online using a Credit or Debit card, can have their searches started as soon as the order is confirmed. Purchasing your searches via post not only means you have to wait for the order to get to us, but sending them back via the post causes further delays to the levels of service you will receive. Typically, online orders are returned within 3 working days.

YO6 How do I view my saved quotes?

Log into your account, and on the main page you will see 'Saved Quotes.' If you would like to go into those quotes and edit/add them to your basket to purchase, select the Pencil to the right of the quote. You will then have the opportunity to review and amend them. Please take note of any 'Search Alerts' provided as they identify whether a property location is identified as being in or near to an area where the highlighted risk(s) may be present.

YO7 How do I view my Orders in Progress?

Log into your account, and on the main page you will see 'Orders in Progress.' From here you can view the current progress of your orders.

YO8 How long will my quote remain valid for?

All prices are valid only at the time of quoting. As prices may change from time to time, Geodesys reserves the right to change prices within any quote if the price has changed between the date of the quote being raised and the order being placed. This applies to both price increases and decreases.

YO9 How do I print my quote?

When in an existing quote, or a quote in progress, please fill out all of the fields until you land on the 'Quote' section of the order. From here, you will have all of your quote details in full, and you will see the printer button at the top of the quote page. Selecting this will create a print preview, where you can view how the quote will print, and you can print from there.

YO10 How do I go back to an existing quote and make a purchase?

Log into your account, and on the main page you will see 'Saved Quotes'. If you would like to go into those quotes and edit/add them to your basket to purchase, select the Pencil to the right of the quote. You will have the opportunity to review and amend them. Please take note of any 'Search Alerts' provided as they identify whether a property location is identified as being in or near to an area where the highlighted risk(s) may be present. Once happy with the quote, please select 'Confirm and Add to Basket'. You will then be asked to agree to the Terms and Conditions before selecting your payment method.

YO11 Can I purchase multiple quotes in one payment?

Yes! Please add each quote to your basket, and once complete, head to your 'Basket' where you will be able to purchase the saved quotes in one payment.

YO12 I need to cancel my order

If your order has already been dispatched, this cannot be cancelled. Please read our Cancellation Policy for more information.

If your order hasn't been started, log into your account and on the main page you will see your orders either 'Awaiting Payment' or 'Orders in Progress.' You can hit the drop down on the search you wish to cancel, and select 'Request Cancellation'. Alternatively, you can contact us here.

YO13 I am having trouble uploading my plan

Please contact our Customer Services Team who will help further on 0800 085 8050 or email us at customer.services@geodesys.com for more help.

YO14 Can I order without a plan?

Location plans are compulsory for certain searches, without them we cannot complete your order. When placing your order you will be advised whether a plan is required at the 'Additional Info' stage and the type of plan required for the products selected. Providing a plan at this stage will ensure your order can be processed as efficiently as possible, reducing the need to come back to you for further information.

New website: other

O1 I have received an error message on the website, what do I do?

If you have received an error message, we would first advise you to log out, and try logging back in again. If you are still having problems, our Customer Service Team will be able to help on 0800 085 8050. Please make a note of the error message you have received so we can help you further.

O2 My question isn't covered here, where can I get more help?

Our Customer Service Team will be able to help on 0800 085 8050 or you can email them at customer.services@geodesys.com. Alternatively, if you wish for one of our Client Account Executives to visit you personally to give you more guidance on the new features of the website, please contact us directly here.

O3 Can I view a sample of the searches you provide?

Next to each product, you will see that there is an 'i' symbol for you to find out more about the product. This is where you can find Terms and Conditions, the Product Card and you can also view a Sample Search.

O4 Where can I view the Terms and Conditions?

Where we supply a search report to you, it is subject to the general Geodesys Terms, together with (a) the Geodesys Product Terms and/or (b) the Third Party Supplier Terms as applicable to the Report(s) you have ordered.

if you order online, you will see that there is an 'i' symbol next to each product for you to find out more about the product. Click on the 'i' to view links to the Product and/or Supplier Terms, the product card and a sample search report. You will also be asked to agree to Product and/or Supplier Terms when you confirm your order.

If you use an order form to place your order, please be aware that both the general Geodesys Terms and all Product/Supplier Terms can be viewed by visiting www.geodesys.com/terms-and-conditions.

The general Geodesys Terms also appear at the back of both the residential and commercial order forms.

O5 The website isn't working on my browser

If you're currently using Internet Explorer 7, you'll need to either upgrade your IE browser version or switch to Chrome or Firefox. Internet Explorer 7 is no longer supported on the website and unfortunately it won't work for you.

If you're using Internet Explorer 8, we would again recommend either upgrading to a more recent IE browser version or changing your browser to Chrome or Firefox to enable a better experience when using the site. (The site will work with IE 8 but the design/layout will not look as it should, having an adverse effect on your ordering experience).

Information requests

IR1 Why do I need to provide a location plan?

We want to ensure that our search covers the area that you require in full.  If there is any ambiguity about where a property lies, or where the boundary is, we will request a plan from you to ensure that your search is accurate.

Sometimes we will request a plan on behalf of our suppliers, such as local councils, when we are advised that it is needed for the search to progress.

IR2 Why do you require billing information in addition to a plan?

Our billing system is separate to our mapping system.  For this reason we require as much information as possible, such as an occupier name or alternate address, to help us to locate the account that has been registered with Anglian Water billing.  In most cases we will need to amend the search address to match the correct account.  If you have any queries about the billing of a property, contact Anglian Water on 03457 91 91 55.

If a property has not been registered, or we are unable to find an account, the search can be returned with the same asset plans but without connection information.

IR3 Why have I been asked to upgrade my drainage search?

If a property is being billed on a commercial tariff, or is larger in area than a standard residential dwelling, you may need to order a Commercial Drainage and Water search.  This is backed by £2 million liability cover.

Commercial searches where the area to be searched exceeds 5 hectares, require a Commercial Plus Drainage and Water search, which is designed for large development sites (up to 1 km2), commercial sites with multiple accounts, and parcels of land or properties that include land (eg large farms).  This search includes higher liability cover of up to £10 million.

 

IR4 Why have I been asked to upgrade my environmental search?

Residential environmental reports are designed for single residential premises and as such are based on a single point. If a commercial property or an area of land is to be covered by this report, a commercial version of the environmental search will enable us to outline the boundary of the area required and provides a more accurate reflection of the environmental issues affecting the site.

Maps & Plans

M1 Where can I obtain maps or asset plans?

digdat is our mapping service which provides online access to Ordnance Survey mapping or asset location maps at competitive prices.  Terms and conditions apply.

M2 What do the round circles on the sewer asset plan signify?

These represent the position of the Anglian Water manholes.  Please consult the plan legend for all symbols on the plan.

M3 Are decommissioned mains shown on the plans?

Yes, the plans will show any decommissioned Anglian Water mains.

Sewers

S1 What is sewage?

Sewage is a flow of domestic or industrial recycled water.

S2 What is a sewer?

A sewer is a pipeline which normally carries sewage and/or surface water runoff from more than one property.

S3 What is the sewer network?

The sewer network is the ‘system’ that collects and carries sewage i.e. sewers, pumping stations and rising mains to treatment.

S4 What is a highway drain?

A highway drain is a pipeline owned by the Highway Authority, which carries surface water from the adoptable highway (roads and footpaths).        

S5 What is a drain?

A drain is a pipeline within the property owner’s curtilage which carries sewage and/or surface water runoff solely from that owner’s property.

S6 What is a lateral drain?

A lateral drain is a pipeline outside the property owner’s boundary which carries foul sewage and/or surface water runoff from that owner’s property.

S7 What is Water Recycling?

Anglian Water have recently renamed its Wastewater Services and it will now be called Water Recycling Services. They’re making this small but important change to lead the way in changing perceptions about water and how we use it. No water is ‘waste’ water, it’s a precious resource that we borrow, use, clean and carefully recycle to use again and again.

S8 Who do I contact at Anglian Water to arrange a connection?

To arrange connection of your property to the public sewer, please complete the application form found at the Developer Services section of the Anglian Water website or phone 0845 606 6087.

S9 Do I need a buildover agreement?

If you are planning an extension to your property or the construction of a new building you will need to establish whether there are any public sewers within three metres of the proposed works. If there is a sewer within three metres please refer to the guidance on the Developer Services section of the Anglian Water website - Building Over/Near. Approval will be required from Anglian Water and/or Building Control before work commences. A legal agreement will only be necessary under certain circumstances.

S10 What is the private sewer transfer?

From 1st October 2011 private sewers and lateral drains which were connected to Anglian Water’s existing network on 1st July 2011 transferred into public ownership and therefore fell under Anglian Water’s ownership and responsibility.

S11 What did not transfer on 1st October 2011?

Exceptions to the transfer include:

  • Septic tanks, cess pits and private sewage treatment plants.
  • Private sewers and lateral drains connected to septic tanks, cess pits and private sewage treatment plans.
  • Surface water sewers which drain directly into soakaways, water courses/ditches or highways drains.
  • Sewers, lateral drains and pumping stations within a single curtilage.
  • Pumping stations and rising mains will transfer over a five year period between October 2011-October 2016 (however sewers upstream of private pumping stations did transfer)!

**For full details of the transfer see The Water Industry (Schemes for Adoption of Private Sewers) Regulations 2011**

S12 What liability do property owners have in relation to their private connections?

Anglian Water is responsible for public sewers and lateral drains whereas property owners have responsibility for recycled water pipes that are situated within their boundary, such as beneath the property, garden and driveway, that take away the flows from their individual property.

For more information on changes that have been made to responsibilities since the private sewer transfer see this link

S13 Are Section 104 sewers shown on the plans, even though these are private?

Yes, we show the position of Section 104 sewers on the plans as the intention is these will be adopted by Anglian Water. Please note, sewers marked ‘S104’ may not yet be constructed, be under construction or may be fully constructed.

S14 Will all sewers be shown on the plans I purchase?

No, the public sewer map will show public sewers, disposal mains or lateral drains. However, on 1st October 2011, private sewers and lateral drains were transferred into public ownership therefore there may be additional public sewers or lateral drains which are not recorded on the public sewer map.

S15 I am building an extension, who do I need to contact?

You can first purchase plans from digdat, our online mapping service, and then consult the Developer Services web page - Building Over/Near.

S16 I am a developer, where can I obtain information regarding Water or Recycled Water Services?

You can first purchase plans from digdat, our online mapping service, and then consult our Developer Services team

S17 What is a Section 104 sewer adoption agreement?

Section 104 agreements are agreements made to adopt sewers, drains or water recycling works, at a future date. The agreement is generally made between a sewerage undertaker and any person proposing to construct a sewer or sewage disposal works. The most common occurrence of this is in the case of a developer building a new housing development.

The agreement basically states that if the sewer or works are constructed in accordance with the terms of the agreement, the undertaker will, upon completion of the work, at some specified date or on the happening of some future event, declare the sewer or works to be vested in that undertaker.

S18 How do you get a Section 104 agreement?

In order to put forward a sewer for adoption, you need to complete an application form Section 104 Adoption and send it to the sewerage undertaker for the area (e.g. Anglian Water), ensuring that your application accurately describes your proposal and that all required documentation is provided.

The completed application form and associated information/drawings will be used to complete technical vetting of your submission and to prepare the adoption agreement under Section 104 of the Water Industry Act 1991.

Following construction and once the majority of properties have been occupied  the sewers will be inspected and a provisional certificate will be issued.  A maintenance period will then follow (this will be a minimum of 12 months) and there will then be a final inspection before the final certificate is issued.

Any agreement made under Section 104 by a sewerage undertaker shall be enforceable against the undertaker by the owner or occupier for the duration that the premises is served by the sewer or works.

S19 Where can I obtain a copy of the Section 104 agreement?

To obtain a copy of the agreement you will have to contact the original developers of the property. A ‘status letter’ outlining the agreement details can be obtained from Developer Services, however there is a small charge for this service.

S20 Why hasn’t the sewer been adopted?

You will need to contact the original developers as it is their responsibility to ensure that the sewers are adopted. They should contact Anglian Water to conclude the adoption process.

S21 Who is responsible for the maintenance of the sewers if they are not yet adopted?

Until Anglian Water adopts the sewers, the developer remains responsible for maintenance.

S22 Where do I go if the developer no longer exists?

If you are unable to contact the developer, please contact Developer Services on 0845 6066087, who may be able to advise you on the status of the adoption.

If the developers have gone into liquidation and the Section 104 agreement cannot be concluded you may apply for Anglian Water to adopt the sewers under Section 102. All owners of properties that drain into the sewer should agree with this and there are costs associated with this.

S23 Who do we contact for Section 104 queries?

For any queries relating to Section 104 adoptions, please contact Developer Services on 0845 6066087.

S24 What is a Section 104 bond?

A bond is a surety in the form of either a guarantee by a bank (or other suitable institutions) equivalent to 10 per cent of the cost of the works to be undertaken in accordance with the Section 104 agreement, or the deposit for an equivalent sum made with Anglian Water Services Limited.

S25 What is a bond waiver?

Subject to successful financial assessment, Anglian Water will allow companies to waive the Section 104 bond. 

To be included on the bond waiver list, please forward your latest annual audited accounts to:

Developer Services

S26 What is Section 102 of the Water Industry Act 1991?

Section 102 of the Water Industry Act 1991 deals with the adoption of existing private sewers, pumping stations and sewage treatment plants.

There are a number of reasons that sewers may remain un-adopted but the most common reason is that they have not been offered for adoption during construction.

A sewer that was at one time of the required standard but is in a state of disrepair due to age and perhaps neglect could be restored to an acceptable standard but this would cost money. The owners of the sewer, who are usually those whose properties are served by it, would undertake to meet the cost of the necessary repairs following which adoption becomes possible.

There are sewers where the cost of the necessary repairs will be more than the owners are prepared, or able, to meet. The local authority in its public health role has powers that it can use to carry out urgent repairs. However, the cost of such repairs would be recovered from the owners of the sewer.

A practical way forward is for the house owners, whether legally the sewer owners or not, to form together and appoint representatives to act on their behalf. If there is a resident’s association this is relatively easy. The representatives can then ask the water and sewerage provider to make a declaration to adopt a sewer under Section 102 of the Water Industry Act 1991.

Before adopting the sewer, notification must first give notice to the owner(s) of the sewer. Only after two months have elapsed and no objections raised, may we adopt the sewer. Subject to this and any legal formalities (e.g. transfer of land for pumping station and right to discharge surface water to a watercourse) we will make a declaration of vesting, which completes the adoption.

S27 What was a Section 24 sewer?

A sewer which was laid pre-1937 and serving two or more properties was referred to as a Section 24 sewer. These are already the responsibility of Anglian Water.

What is a pumping station?

Sewer pumping stations move wastewater to higher elevations in order to allow transport by gravity flow.

Will my pumping station be adopted?

If your station serves two properties or more, it was installed and pumping before 1 July 2011 and it pumps to an existing Anglian Water main then yes it is eligible to transfer. A pumping station which serves a single property is exempt from the transfer and will generally remain private unless it is situated in third-party land.

Main industrial or commercial pumping stations will remain privately owned too on the basis that they are situated on a single site in what is deemed to be a single curtilage.

Where can I find further information about the transfer?

For properties in the Anglian Water region, a dedicated page can be found on their website.

Further information on pumping stations and responsibilites for pipework can be found on the OFWAT website.

 

 

 

 

What are SuDS?

SuDS are an alternative way to manage surface water by reducing or delaying rainwater run-off. They aim to mimic the way rainfall drains naturally rather than conventional piped methods which cause propblems such as flooding, pollution or damage to the environment.

Anglian Water promotes the use of SuDS as a sustainable and natural way of controlling surface water run-off.

Further information can be found on the OFWAT website.

Water

W1 In the drainage and water report, what does the abbreviation that is used to describe the location of the water meter mean?

Question 3.7 of the CON29DW provides location details of any water meter serving the property.  Historically these codes have been put together by the meter readers, who often use abbreviations to record this location. 

Anglian Water have put together a list of these abbreviations to help you interpret the location of your water meter.  Please remember that it is not uncommon for Water Meter locations to be recorded using a combination of these abbreviations.  For example:-

LHS 4M FNC – Left hand side 4 meters from fence

NXT PFPS – Next to public footpath sign.

 If you are still having difficulty interpreting these abbreviations, why not contact us?

After receiving my search

A1 The Chancel report says I am liable for Chancel repair, can I insure against this?

Yes, you can purchase Chancel repair indemnity insurance.  The Chancel Report from CLS gives information about the cover they provide.

A2 My environmental report has been returned with a referral, when should I receive the certificate?

Once your environmental report  has been sent away as a referral,  you should receive a further response within one to two working days, if you have not received it by then please contact us on 0800 085 8050.

A3 The Envirosearch Residential has failed, where do I go for further information on the failure?

You will need to contact Landmark, they will be able to advise you on what has failed and advise you on information that you can obtain to get the certificate for the property.

A4 A GroundSure Report has failed, where do I go for further information on the failure?

You will need to contact Groundsure, they will be able to advise you.  Where reports are determined to be ‘Further Assessment’ you will be able to speak to the Environmental Consultant that personally reviewed the case.

A5 What if I do not understand the results of my search?

If you have any questions or need anything clarifying in the responses you have received, our Customer Services team will be happy to help you.  You can reach us by telephone on 0800 085 8050 or contact us.

A6 Question 23 of the CON29DW states that the property failed to meet the standards of water quality, what does this mean?

Anglian Water records test results by postcode zones to monitor the quality of the water.  A sample of properties in each zone are tested and if one of these properties fails, then the whole zone is recorded as a failure.  The owners of the property that failed will receive a letter informing them of the problem and, if relevant, notification of any corrective action required.

Anglian Water investigates all infringements of drinking water quality standards thoroughly and takes appropriate corrective actions to resolve problems promptly.  If there is any risk to public health from the quality of drinking water supplied, the Company informs customers immediately, advises them not to drink the water until the risk had been removed.  For more detailed information, visit www.anglianwater.co.uk and select ‘drinking water quality’ from the menu.  This will enable you to search for the water quality test results for your postcode area.

A7 Who do I contact to query the results of my search?

Our Customer Service team will fully investigate all queries and offer help and guidance where required. You can reach us by telephone on 0800 085 8050 or click on the link to contact us.

A8 What if the connection status does not seem to be correct on my search?

Please get in touch straight away so we can look into it for you.  If you have any evidence to support your concern and can send us a copy then this may help speed things along.  We will always investigate any claims that the data we use for our searches may be incorrect or need updating, and if proven we will arrange for the records to be corrected and an updated search will be dispatched.

A9 If the search identifies that the property is connected to the mains and the billing information is updated, will Anglian Water back date the charges?

If it is determined that the property is connected to the mains, Anglian Water may back date the charges for the previous 12 months.

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