Helpful advice for customers

Last reviewed:

Bogus callers are criminals who try to gain access to steal from people's home. More than 50 per cent of bogus callers pose as water company employees, often claiming to be from the 'water board'.

Help protect yourself from bogus callers

The following points provide useful advice to help this crime be avoided:

  • Avoid keeping large amounts of money in your home.
  • If a bogus caller attempts to, or manages to get into your home, inform the police immediately.
  • Beware of anyone claiming to be from 'water board' as it no longer exists.
  • Are you expecting anyone? It is rare for water company employees to need to get into your home without arranging it with you first.
  • Examine the caller's identity card.
  • Make sure your next caller is genuine - if the caller says they are from the water company, ring your relevant company to check their identity. A genuine caller will not mind waiting.
  • Make sure your front and back doors are locked at all times.
  • Look for logos on vehicles and clothing.
  • Use your door chain while checking the caller's identity. Speak to them through a locked door - accept their identity card through your letterbox.
  • Password protection - register a password with us. Anyone from Thames Water needing to gain access to your property will know this word and use it on request.
  • If you are in any doubt, do not let strangers in.

Help protect yourself from fraud

Thames Water only offers Homeserve Membership Limited’s (“Homeserve”) insurance products to its customers. Homeserve is authorised and regulated by the Financial Conduct Authority. 

If you are offered financial services and products on our behalf by anyone else other than Homeserve, please report these to Action Fraud on 0300 123 2040 or by email at Contact@actionfraud.police.uk.

Further information can be found on their website www.actionfraud.police.uk and let us know by emailing us at forensicservices@thameswater.co.uk.