Confidence in our communications

When we contact you this will be either about your account, payments, supply or service. This is often to confirm that we've done what you've asked for such as changing a payment date.

We'll check it's you

Before we ask for any personal or financial information, we'll always verify it's you through security questions.

If we ask for payment or personal information through a QR code or link, we’ll ask you to log in to your account first. We'll include your account number or a payment reference number, so you know it’s us. You can view how we look after your personal data in our privacy notice.

Details we will ask you for

We will only ask you for the following details:

Name
Address
Bank details
Circumstances that require extra support
Occupancy
Date of birth
Employment status
Breakdown of income from all sources, including benefits
Household costs breakdown
Thames Water account number

A customer looking at Thames Water account on mobile phone

How to know it’s us contacting you

We will contact you using the following methods:

You can check it's us on WhatsApp as we will have the approved green tick next to our name. Our WhatsApp account uses the following number: 07747 642 038. You can also go directly to our WhatsApp services.

Information and service emails

Occasionally we will send you information emails about updates in the business and services we offer. You can check it's us if the email has come from either: do.not.reply@thameswater.co.uk or donotreply@thameswater.co.uk.

When you complete a task online such as updating a payment method or submitting a meter reading, we'll send you a confirmation email. This is a service email confirming we have completed your request.

Social Media

You can check it's our social media account by viewing our official accounts:

We'll only message you on social media if you have messaged us first.

Text messages

We may also send you text messages about your account or services.

Letters

You can check a letter is from us as we'll always include your account number.

Partner communications

You may receive communications such as texts, letters or emails from third party contractors.

If you're unsure if a communication is from us, please give us a call on 0800 980 8800.

Prevent scammers contacting you

You can help to prevent scammers from contacting you by:

Being careful who you give your details to especially if it’s a request you didn’t ask for
Never buying anything or give bank or account details to a place if you are not sure about them
Calling the company or looking at reviews of the company if you don’t trust it
Not opening, forwarding or replying to emails that look suspect
Blocking unwanted calls and text messages
Never clicking on links, downloading files or scanning QR codes if you don't know the sender or where the link will take you
Interacting with social accounts that could be fake and haven't been open for long

What to look out for in phishing communication

Phishing communications will try to convince you to provide personal or financial details. Here are some signs of suspicious communication:

Sender's email doesn’t match the company’s.

Email doesn't include your name.

Spelling or grammar errors.

Information is poorly written.

Urgent request to do or click on something.

Asking you for personal or financial details.

Report if something doesn’t look right

If you receive communication from us that doesn’t look right, please give us a call on 0800 980 8800.

Contact Action Fraud if you think you've been a victim of an online scam or fraud. You can report the scam or fraud online or by calling them on 0300 123 2040.