Bogus callers often pretend to be from your water, gas or telephone company to gain entry into your home under false pretences.
To discourage this, we operate a doorstep password scheme which is open to all our customers.
Registering with our doorstep password scheme
Please call our dedicated line on 0800 316 9800. Lines are open 24 hours.
When registering, you will be asked to provide your name and address, and choose a password that is no more than eight characters in length.
Once you have registered, any caller claiming to be from Thames Water must quote your password before you let them in.
If they are unable to provide a correct password, please keep your door shut and call us immediately on 0800 316 9800 (Minicom/Textphone service for the deaf or hard of hearing: 0800 316 9898).
If you have set up a password on your account, and it isn’t automatically quoted to you when we contact or visit you, please ask the operative to tell you what your password is before continuing.
We would never ask for your password, so to keep your account secure please don’t tell anyone who asks.
Emergency text messaging service
We also have a 24-hour emergency text messaging service for customers who are deaf or hard of hearing.
Please send your text to 07747 646779 and include your name, address and problem. We will not answer calls on this number, but will pick up texts and respond by text only.
Confirming a genuine caller
A genuine caller is always happy to confirm their name and which company they are from.
You can identify a genuine caller, as:
- They carry an identity card and automatically show it to you.
- They will quote your personal password. Do not prompt or remind the caller of the password.
- They often wear a uniform with the company's sign or logo.
- Their car or van may show the company logo.
- They are happy to wait outside whilst you call to confirm who they are. If in doubt, please call us on 0800 316 9800 (Minicom/Textphone service for the deaf or hard of hearing: 0800 316 9898, 24 hours a day.
Carefully check the identity of callers at your door
If the caller doesn't have an identity card, send them away.
Check the card very carefully:
- Does the photo on the card show the person at the door?
- Is the card out of date?
- Has the card been tampered with in any way?
If you're unsure, don't open your door
If you are still unsure, don't open the door. You must feel absolutely comfortable with anyone you allow into your home.