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Frequently Asked Questions (FAQs):


1. What do I do if I get stuck or need help?

Check the FAQs on this page to see if your problem is answered. If you are still unable to find an answer, then please contact Dŵr Cymru Welsh Water's Developer Services at searches@dwrcymru.com

or

Dŵr Cymru Welsh Water's Developer Services
P.O. Box 3146,
Linea,
Fortran Road,
Cardiff
CF30 0EH

2. How long do I have to wait to get my search report?

Typically, for account holding customers we will endeavour to have your search report complete and available for you to download from our website in 10 working days. This is very much dependent on the number of searches we are receiving from all our customers and also assumes that all the required information is provided with the original order.

For customers who do not have an account with us, we will endeavour to have your search report complete and available for you to download from our website in 10 working days of receipt of your payment.

Please note that customers requesting that search reports are to be posted out (rather than downloaded) should expect to add up to 5 further working days to allow for postage.

3. What information do I need to provide when ordering a search report?

Accurate information is vital in enabling us to be able to process your order. Please provide the information requested on the website, checking carefully as you enter it. For existing properties we require an address that is recognised by our website, and for building plots, new builds or properties with a significant area of land then we will require that you upload an electronic plot plan of the property, clearly showing the boundaries of the property. Plots must be uploaded in only .pdf, .gif, .jpg, .jpeg, .dwf, .dwg file formats and must not exceed 2MB in size.

4. What if the property I am interested in is a plot of land rather than an existing building?

In this case it is essential that you provide us with an electronic plot plan of the property, clearly showing the boundaries of the property. Plots must be uploaded in only .pdf, .gif, .jpg, .jpeg, .dwf, .dwg file formats and must not exceed 2MB in size.

5. How are search reports delivered to me?

Unless you have requested that your search report is delivered by post, then an e-mail will be sent to the e-mail address you have provided as part of your details, notifying you the report is ready for you to download. Please follow the instructions on the e-mail to download your report.

6. What if I want a search report delivered by post?

Search reports can be delivered by post. When ordering your searches you will need to provide a delivery address for your order.

7. Is this service only available to businesses?

No, anyone can use the service. However, unless you have an account with an arranged credit facility, we will need to receive payment for your order before we are able to start your search(es).

8. How do I pay for my order?

If you have never used the property search facility before, then please click on the ‘Sign up’ button in the ‘New Customer’ area of the searches homepage. This will enable you to enter your details and having successfully provided this information, you will then be able to use the search service. Please note that, unless you have been approved as an account holding business customer, you will need to send a cheque as payment for your search(es) to:

Dŵr Cymru Welsh Water's Developer Services
P.O. Box 3146,
Linea,
Fortran Road,
Cardiff
CF30 0EH

….and you must quote your name, company name (if appropriate) and the reference number of your order(s) on the reverse of the cheque. We will not be able to process your order(s) until we receive your payment and can identify the search order to which it refers.

9. I am likely to be ordering a lot of search reports, do I have to send a cheque each time I place an order?

No, you can request that an account be set up. This will mean that you receive a monthly invoice for all the search requests that you have ordered each month. To request a business account simply indicate that you will require an account when you first register your details, alternatively contact Dŵr Cymru Welsh Water's Developer Services via e-mail at searches@dwrcymru.com, in either case you will then be contacted by a member of the team to discuss your application for an account.

10. What if I have a query about my order?

Having logged in, click on the ‘My order’ link. This will show you the status of all the orders you have placed, listed in order of date and order number. If you still have a query then please e-mail Dŵr Cymru Welsh Water's Developer Services with your query on searches@dwrcymru.com, please state clearly the reference number of your order.

11. The plans in my report don't print correctly.

You will need to enable the 'Auto-Rotate and Center' function in Adobe Acrobat.
When you have downloaded your search reports from the dropdown menu bar, select File, then Print and ensure that there is a tick in the 'Auto-Rotate and Center' box, you can then select OK to print.

12. What do I do if need help with the website?

Check the questions on this page to see if your problem is answered. If you are still unable to find an answer then contact Dŵr Cymru Welsh Water's Developer Services on 0800 917 2652.

13.What information do I need to provide when ordering a search report?

Accurate information is vital to enable us to process your order. Please provide the information requested on the website, checking carefully as you enter it. For existing properties we require an address that is recognised by our website, and for building plots, new builds or properties with a significant area of land then we will require that you upload an electronic plan of the property, clearly showing the boundaries of the property / plot. If you do not upload a plan we will digitise our plan based on the information you have provided.

14. What if I require a search on a plot of land rather than an existing building?

If the search request is for a plot of land it is essential that you provide us with an electronic plan of the plot highlighting the boundaries. Plans must be uploaded in only .pdf, .gif, .jpg, .jpeg, .dwf, .dwg file formats and must not exceed 2MB in size.

15. What are the timescales for responding to a search?

Welsh Water will reply to drainage and water search requests within 10 working days.

16. How much does a CON29DW drainage and water search cost?

A drainage and water search costs £18.00 + V.A.T. If you have a searches account you will be invoiced monthly for all completed searches in the previous month. If you do not have an account you can still order searches via the website but they will not be actioned until payment has been received. Cheques should be made payable to ‘Welsh Water’ and posted to:

Dŵr Cymru Welsh Water's Developer Services
P.O. Box 3146,
Linea,
Fortran Road,
Cardiff
CF30 0EH

17. How will I receive completed searches?

Unless you have requested that your search report is delivered by post, you will be sent an e-mail notifying you that the report is ready for you to download. Please follow the instructions on the e-mail to download your report.

18. How do I become an account holder?

If you are ordering searches on a regular basis and are registered for V.A.T. you can apply to become an account holder for drainage and water searches. Account holders can order searches through the website and will be invoiced monthly for all completed searches within the month. To request a searches account contact Dŵr Cymru Welsh Water's Developer Services on 0800 917 2652 or send an e-mail to  searches@dwrcymru.com

19. What if the search is not correct?

If you do not provide a plan, we will carry out the search based on our interpretation of the boundary. It is important that you check the boundary of the property as soon as you receive your search. If this is incorrect, please contact us immediately on 0800 917 2652. If you have a query on any other aspect of the search then please contact us on the above number.

© Dŵr Cymru Cyf 2007, a limited company registered in Wales No. 2366777 Registered office: Pentwyn Road, Nelson, Treharris, Mid Glamorgan CF46 6LY.