You can have confidence in our communications
What will we send you?
When we send you an email, text or WhatsApp message, these will be about your account, your payments, or your supply and service. They are often to confirm that we’ve done the things you’ve asked for — like changing a payment date or your address.
How will you know it’s from us?
Here are some examples of what our WhatsApp messages, emails and texts look like:
Remember: it’s best not to click on any links or attachments unless you’re confident that the message is from us.
You might also get messages from our partners. We work with external suppliers and contractors, such as Lanes.
Once again, please remember not to click on any links or attachments unless you’re confident that the message is from a partner.
An example of a Thames Water communication via Email
An example of a Thames Water communication via WhatsApp
An example of a Thames Water communication via SMS
We take your security seriously
If we’re using a message to ask for payment, we’ll always direct you to our website or ask you to log in to your account – this will give you a secure way to pay. In such a communication, we'll always include your account number or a payment reference number.
Beware of phishing emails: these try to con you into giving personal or financial details by pretending to come from a trusted sender. Here are some signs of phishing emails:
- The sender's email doesn’t match the trusted company’s website address
- The email doesn't include your name
- Spelling or grammar errors
- An urgent request to click on a link (never do this!)
- The email asks you for personal details (we won’t!)
We will never ask you for
- Your personal or financial details
- Access to your online account
- A direct payment - any communication sent will always guide you to our website or invite you to log in to your account
- An urgent action or a rushed decision
Tips for staying safe
There are lots of ways to stop the scammers and help keep yourself safe:
- Be careful who you give your email address to
- Don't open, forward or reply to emails that look suspect
- Opt for an email provider with a good spam filter
- Never buy anything or give account details if you’re not sure
- If in doubt, call the company to check
Your personal data is our priority
To see more information about how we look after your personal data, please read our privacy notice.
We always recommend that you register for an online account using a secure password.
How to put things right
If you receive something that looks suspicious, please report it immediately.
You can also report fraud incidents, suspicions of fraud or scam emails you're aware of, or find additional support and advise on the Action Fraud website.