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Bogus callers

Bogus callers may try to enter your home by pretending to be from your water, electricity, gas or telephone company. 

To prevent this, we operate a doorstep password scheme for all our customers. We regularly seek guidance from the UK water industry to make sure we’re doing everything we can to protect you. 

A Thames Water customer service rep showing their ID outside a customer's home

How to register with our doorstep password scheme 

Call us on 0800 316 9800. Lines are open 24/7. When registering, you’ll be asked to provide your name and address. You’ll then be asked to choose a password no longer than eight characters long. 

If your hearing or speech is impaired, you can contact us using Relay UK.

What happens when I register?  

Once you’ve registered, any future callers from Thames Water must be able to quote your password before you let them in. 

If they’re unable to provide you with the correct password or they ask you what it is, please stop them entering your property and call us immediately on 0800 316 9800

Tips for preventing bogus callers 

  • If you’re not expecting a visit and you’re unsure, don’t answer the door
  • Always confirm the caller's name and which company they’re from.
  • Always ask to see their ID card. Send them away if they don’t have one.
  • Look for a company van or car with a logo.
  • If you want to double check their details, ask them to wait in their car while you call the company they're from. If that’s us, call us on 0800 316 9800.

Learn more about bogus callers from Age UK. They have lots of tips for protecting yourself against bogus callers, and advice on what to do if you think you’ve been scammed. Scammers are always finding news ways to trick people, and it can happen to anyone. If you've been the victim of a scam, don't be embarrassed to report it.

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