Question 1

Can I get a download in an alternative format after ordering?

Accepted Answer

Yes, we offer various data & map download formats and if you are wanting an additional download in the same 'format type' we provide this complimentary. Please contact our customer support team after placing your order to request an alternative format.

Question 2

How do I unzip a file?

Accepted Answer

> Find the zip folder 
> Right Click 
> Select "Extract all..."

Question 3

My PDF isn't opening

Accepted Answer

Please ensure that your computer is using Adobe Reader to open the PDF file. If you don't have Adobe Reader please download for FREE from here: http://get.adobe.com/uk/reader/

Question 4

I can't login

Accepted Answer

If you are seeing a username error, this could mean that there is no user account registered with the credentials (email or username) you are entering. Please double-check that you are using the correct login details.

If you are seeing a password error, please note our passwords are case sensitive. If you cannot remember your password, there is a "Forgot Password" link on the login page that will help you reset your password securely.

Question 5

Is tree data geo referenced?

Accepted Answer

All exports (eg. DWG) are geo referenced.

Question 6

Is aerial imagery geo referenced?

Accepted Answer

Yes, aerial imagery comes with a geo referenced file.

Question 7

Are all OS maps geo referenced?

Accepted Answer

All exports (eg. DWG) are geo referenced.

Question 8

I have been asked to pay for viewing credits, why?

Accepted Answer

We understand how this charge can feel frustrating. Unfortunately, as we receive a viewing charge directly from Ordnance Survey to allow public access to the data and to remain compliant with data copyright requirements and prevent unauthorised use or screenshots, we are unable to remove this fee entirely.

However, every time you place an order further viewing credits are added to your account. If you are a regular customer and require further viewing credits in order to make your area selection, do get in contact and we can add a buffer to your account.

It may also be worth noting that there is a small tick box at the bottom left of the map for auto zoom which is often pre-selected. If you untick this, it will stop the map zooming during the selection process.

Question 9

How much is your data & mapping services?

Accepted Answer

The real beauty of CentremapsLive is that you are in control. You get to download just the bit you need. Our pricing varies depending on the type of map download and the level of detail required. Please visit our Pricing page for more information.

Question 10

Which browser can I use?

Accepted Answer

CentremapsLive is an on-line portal that has been tested & proven to work on the most popular browsers: - Google Chrome - Microsoft Edge - Mozilla Firefox - Apple Safari

Question 11

How long does it take for my order to process?

Accepted Answer

A number of our OS Mapping solutions & products are downloadable within a matter of minutes. During the order process you'll be notified if the map download is expected to be longer than a few minutes, you can see the estimated processing time in your basket prior to ordering

Question 12

What are your opening times?

Accepted Answer

Our website is available 24/7 for online orders. Our customer support team is available Monday to Friday, 9am to 5pm (GMT).

Question 13

What is the return policy on postal items?

Accepted Answer

At Centremapslive, we want our customers to be satisfied with their purchase. If you are not completely satisfied with your order, you can return it within 14 days of the purchase date for a full refund. Please note that the item must be in its original condition and packaging for us to accept the return. If you received a damaged or defective product, please contact our customer service team immediately to arrange for a replacement or refund. We strive to provide the best customer service possible, and we are committed to resolving any issues you may have with your order.

Question 14

How do I buy maps online from CentremapsLive?

Accepted Answer

Simple... 5 easy steps:

1. Login 
2. Search for your site location 
3. Assign the relevant product
4. Define the map area
5. Order & download

Question 15

Is there a subscription or membership charge?

Accepted Answer

No! CentremapsLive is a service that you can use as often or as little as you like that offers upfront, clear & competitive prices from the off for all mapping solutions.

Question 16

How do I download my map?

Accepted Answer

Once ordered all maps & data are available to be downloaded from your account area. Click "Download" and a Zip file containing your data or map download will appear on your computer. Often you will need to unzip / extract this file to begin using the data.

Question 17

The map I ordered is in the wrong location, can I change it?

Accepted Answer

No problem! Contact our supportive data & mapping services team on 01886 832972 and we will change your order to the location desired wherever possible

Question 18

How long is a report valid for?

Accepted Answer

90 days according to PAS 128 QL-D but each utility has its own validity policy some as low as 30 days.

Question 19

I have been asked to pay for viewing credits, why?

Accepted Answer

We understand how this charge can feel frustrating. Unfortunately, as we receive a viewing charge directly from Ordnance Survey to allow public access to the data and to remain compliant with data copyright requirements and prevent unauthorised use or screenshots, we are unable to remove this fee entirely.

However, every time you place an order further viewing credits are added to your account. If you are a regular customer and require further viewing credits in order to make your area selection, do get in contact and we can add a buffer to your account.

It may also be worth noting that there is a small tick box at the bottom left of the map for auto zoom which is often pre-selected. If you untick this, it will stop the map zooming during the selection process.

Question 20

What happens if my site exceeds your standard site size and can't be processed by the website (over 25 Ha or exceeding 1km in its longest dimension)?

Accepted Answer

Fees and Disbursements are priced on application. Please email us for a quote

Question 21

Are all the Independent Gas Transporters (IGTs) and Independent Distribution Network Operators (IDNOs) covered?

Accepted Answer

Yes uniquely in the UK all of them are covered. We are the only deliverer of Utility Reports that does “intelligent searching” where we examine all the plans and identify IGTs and IDNOs present.

Question 22

When can I expect to receive my Utilities Report?

Accepted Answer

This will depend on the service which has been ordered. There are four speeds of service available for Utilities Reports: 24 hours, 5, 10, or 20 working days. This means that the replies we have received from utility companies will be sent to you at the end of the designated period. For example, if you chose the 10 day service, then at day 10 we would send you all replies we have received in that period. However, further replies may also be gathered after this time. In this case, we will forward them on when received with a completely fresh and full copy of the updated report. When calculating the delivery date of the report, please note that these are full working days and not calendar days. Orders after 11am start the next working day.

Question 23

How will my Utilities Report be delivered?

Accepted Answer

The Utility Report will be delivered via the internet in unlocked PDF format from our data & mapping services. The Fastview is also delivered by the internet. In addition to the report you also get all the affected plans delivered separately for your convenience.

Question 24

How are the utilities shown on the Fastview?

Accepted Answer

Delivered in .pdf and .dwg for CAD (also available in .shp on request). We have developed our own line styles that enable the different utilities to sit together on one plan. This is our standard map download delivery. We would consider client line types and styles for projects of significant size exceeding several square km or where the client orders more than 10 Fastviews. The DWG deliverable enables the client to change the lines style and types themselves.

Question 25

I ordered a 20 working day service but need the utilities data much sooner. Can I upgrade to a faster service?

Accepted Answer

This may be possible depending on how soon you request the upgrade. Any upgrade would incur an additional charge. If you think you need to upgrade your order, please contact us to discuss the options.

Question 26

Can I cancel my Utilities Report?

Accepted Answer

Not for a 24 hour or 5 day report. Otherwise once an order for the Utilities Report has been submitted it can be cancelled but is subject to our terms and conditions. The cancellation fee depends on when you cancel in relation to when you place the order as well as the speed of service you have ordered. Please call us to find out this information for your report.

Question 27

My report doesn’t show private connections from the highway to the building I am interested in. Why is that?

Accepted Answer

This is because it is not recorded by the utilities generally although sometimes their plans to do show them. The majority don’t. They only have an obligation to record and show the locations of their mains and where the main serves 3rd parties.

Question 28

Do I need to complete a search for domestic properties e.g house extensions?

Accepted Answer

The utility plans will usually only show the utility mains at and around a property – they will not show local connections to the individual property as most of these were never recorded historically.

It may still be worth doing a search, however – there are often main sewers/water/gas pipes etc. running within property boundaries.

Question 29

Do the reports cover Private Plant or Networks?

Accepted Answer

No these are not covered.

Frequently asked questions

Can I get a download in an alternative format after ordering?

How do I unzip a file?

My PDF isn't opening

I can't login

Is tree data geo referenced?

Is aerial imagery geo referenced?

Are all OS maps geo referenced?

I have been asked to pay for viewing credits, why?

How much is your data & mapping services?

Which browser can I use?

How long does it take for my order to process?

What are your opening times?

What is the return policy on postal items?

How do I buy maps online from CentremapsLive?

Is there a subscription or membership charge?

How do I download my map?

The map I ordered is in the wrong location, can I change it?

How long is a report valid for?

I have been asked to pay for viewing credits, why?

What happens if my site exceeds your standard site size and can't be processed by the website (over 25 Ha or exceeding 1km in its longest dimension)?

Are all the Independent Gas Transporters (IGTs) and Independent Distribution Network Operators (IDNOs) covered?

When can I expect to receive my Utilities Report?

How will my Utilities Report be delivered?

How are the utilities shown on the Fastview?

I ordered a 20 working day service but need the utilities data much sooner. Can I upgrade to a faster service?

Can I cancel my Utilities Report?

My report doesn’t show private connections from the highway to the building I am interested in. Why is that?

Do I need to complete a search for domestic properties e.g house extensions?

Do the reports cover Private Plant or Networks?

info@centremaps.co.uk

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