Doorstep password
Bogus callers may try to enter your home by pretending to be from your water, electric, gas or phone company.
To prevent this, we operate a doorstep password scheme as part of our Priority Services Register (PSR). We often seek guidance from the UK water industry to make sure we’re doing all we can to protect you.
How the door step password works
We go through the steps involved for the doorstep password scheme.
Sign up through PSR
The doorstep password is part of our Priority Services. To register, you can sign up online or call us on 0800 316 9800.
When you register, you’ll be asked to provide information about yourself, your circumstances and your property.
Choose your password
You’ll also be asked to choose a password between three and 8 characters. It can be a word or phrase of your choosing.
Your password will only be shared with the Thames Water staff member visiting your property. You can update your password at any time online.
Visits from us
Once you’ve registered, any callers from Thames Water must be able to quote your full password before you let them in. Everyone calling on our behalf will also carry an ID card which you can inspect.
If they don't have your password, please stop them entering your property. You can call us on 0800 316 9800 to check if they are from Thames Water.
Extra support
We offer support pages to help you identify us when we contact you. You’ll also find scam protection tips and accessible ways to reach us.
Check communication is from us
We have a dedicated page that details how and why we contact customers.
Protection against scammers
Our protection against scammers page goes through how you can protect yourself from scammers.
Accessible contact options
You can contact us using British Sign Language, an interpreter or through RelayUK.