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FAQs...

Got a question about your search or our service? Take a look at our frequently asked questions to see if you can find the answer. If not give us a call on 0800 1 385 385.

FAQ's

Purchasing searches

FAQ

How do I order searches?

Searches can be ordered from SafeMove in a variety of ways. By post - Go to the Contact Us page, download and complete the postal request form then send with a cheque made payable to Yorkshire Water Services Ltd for the correct amount to SafeMove, PO Box 99, Bradford BD3 7YB. Online with a credit or debit card - click on the 'Get Started Order Now' button at the top of the page. Complete the property and search details then enter you credit or debit card details when prompted. Online with an account - click on the 'Get Started Order Now' button at the top of the page. Complete the property and search details then enter your account log in details to add to your account for including on the appropriate invoice.

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FAQ

How much is a search?

Please refer to our pricing page, by clicking the link at the very top of the page.

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FAQ

How long will my search results take to come back?

The turnround of searches depends upon the provider and varies with workload. The turnround times below are to give you an idea of how long searches may take. Residential CON29DW - 24 hours Commercial CON29DW - 3 days Environmental reports - 2 days Local Authority reports - varies by area - upon ordering you will be given their current turnround (this is updated daily) Coal Authority - 2 days

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FAQ

Do I have to send a plan with every search request?

We always recommend that you send a plan with every search request, it is essential when the property is a new build or plot. If a plan is not available, grid references are always helpful. The plan does not need to be an Ordnance Survey plan, just a clear plan with the boundary of the property clearly marked. When ordering local authority searches, a plan will be needed on all occasions.

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FAQ

I need to cancel a search, what do I need to do?

Please call our team on 0800 1 385 385. You will need to have the order reference number to hand. However, if the order has already been completed by us or ordered from a third party unfortunately it may not be able to be cancelled.

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FAQ

I would like to set up an account for ordering searches, is this possible?

SafeMove offers the option of an account facility that issues invoices on a weekly or monthly basis. To set up accounts we would usually ask for a trading history with SafeMove showing a minimum monthly volume over a 3 month period. You're able to request an account online by clicking on the 'Account' tab. However, if you'd like any further information, please contact Kelly Norcliffe on 0800 1385 385.

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Help with your searches

FAQ

I have a query about my search results

If you would like more information or answers to questions about your search results then please ring 0800 1 385 385 to speak to a member of the team or email safemove@yorkshirewater.com with your query and we will come back to you.

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FAQ

How do I obtain a copy of a section 104 agreement?

SafeMove cannot provide copies of section 104 agreements. In the first instance we would suggest contacting the developer for a copy of the section 104 agreement, as we are unable to supply copies to third parties without the consent of the developer. If you can provide written confirmation from the developer allowing us to copy the document, our new development team can provide a copy of the agreement. The cost of this service is £60.00 and your application should be made in writing to: Yorkshire Water New Development Team Blackburn Meadows WWTW Alsing Road Sheffield S9 1HX Please note that we are unable to supply copies of the drawings which form an essential part of the Section 104 Agreement. For further enquiries regarding section 104 agreements please contact our New Development department on 0845 1 208482.

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Miscellaneous

FAQ

How do I give access to order searches to a new starter?

The Key user of the account can request new user applications and it is easy to do. If the key user logs in, on the left hand side will be an option to 'Add new User'. They will be asked to enter the email address of the new user. The new user will then be prompted by email to choose the password they want to log in. Once this hits our system and we approve the request, they are free to log in using their password and email address to order searches.

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FAQ

I would like to praise SafeMove for its service, how do I do this?

SafeMove is always happy to receive feedback about the service it provides and there are a few of ways to do this. Complete a nomination form for The WOW! Awards, the only national awards program for customer service. The link to this can be found at the bottom of your search results email or by clicking on 'About Us' at the top of the page and selecting 'The WOW! Awards'. Why not give us a call on 0800 1385 385? We'd be happy to talk to you about an experience you've had with us or a team member.

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FAQ

Does SafeMove have a complaints procedure?

SafeMove has put in place procedures to ensure that customers receive support in the event of any complaint. Our formal complaints procedure including our address for all correspondence is set out below: SafeMove Complaints Procedure. We aim to provide a high standard of service and to treat you with courtesy and fairness at all times. We welcome any comments you may have and always try to answer queries and resolve complaints quickly and in full. SafeMove offers a staged, robust and uniformly efficient complaints process. Formal complaints can be made via the telephone, in writing or via email. We’ll investigate your complaint and try to resolve it fully. If your complaint is fair, we’ll say sorry and do everything to put things right as soon as possible. Our contact details are: SafeMove PO Box 99 Bradford BD3 7YB free phone 0800 1 385 385 e mail: safemove@yorkshirewater.com If you have a query or issue regarding either the provision or the content of our CON29DW Drainage and Water search, you should contact us in the first instance. If you raised a complaint you can expect the following as a minimum standard from us: · We will listen to your complaint and do our best to resolve it immediately. · If we cannot resolve it at the time , we will record the details of your complaint and we will investigate and contact you within 5 working days. We will confirm our response in writing if you request it. · If we fail to provide you with a response within 5 working days we will pay you £50.00 regardless of the outcome of your complaint. · On occasions your complaint may require more detailed investigation. In these instances we will keep you informed of our progress and update you with new timescales if necessary. · If you want us to liaise with a third party on your behalf, just let us know. If we consider the complaint to be justified, you can expect the following from us: · We will refund your search fee. · We will provide you with a revised search and undertake action within our control to put things right in line with the products terms and conditions. · You will be kept informed of any actions required. · Once you have our response, if you are still not satisfied with the outcome, or the way we’ve handled it, you can ask for the issue to be reviewed. If this is the case you should write to us without delay, explaining why you remain dissatisfied and what action you would like us to take. The review will be independent of the original investigations and may overturn the previous decision if appropriate. · We’ll let you know the outcome of your review, in writing, within 10 working days. · If we cannot resolve your complaint, have failed to comply with the complaints procedure, or remain dissatisfied with the output of the review you can refer the issue to an independent body of your choice. 􀀁􀀂􀀃􀀄

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Maps

FAQ

Do the plans show private pipes?

Yorkshire Water display public assets only. All private asset information needs to be obtained from the relevant Local Authority.

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FAQ

Are copies of the waste and clean water networks available?

Copies of the waste and clean water networks are available to purchase over the website. They can be purchased with or without depths measurements, returned via email or paper and are also available as a DXF format. For the most up to date prices, please click on Pricing at the very top of the page.

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