How to check if Thames Water has contacted you
Not sure if a call, email or message is really from Thames Water? This page explains when and how we contact you, what we’ll ask for, and how to check it’s genuinely us.
When we contact you
We’ll only contact you about:
- Your account or payments
- Requests you’ve made
- Your water supply or services
We may call from 0800 009 3815, 0800 009 3615 or 0800 009 3806 if you have outstanding debts. If you miss a call from either of these numbers, you can call us back at 0800 009 3815.
How we may contact you
We'll only contact you through our official channels:
Phone
We'll only call you from our official numbers. For service or account updates, we may send you a text message.
You may receive emails sent from, do.not.reply@thameswater.co.uk, donotreplay@thameswater.co.uk or noreply@thameswater.co.uk.
Letters
You can check a letter is from us as we'll always include your account number.
Home visits
If we visit you, a member of our team will have ID to prove it's them.
You can also join our doorstep password scheme, and we'll relay your password back to you. This service is part of our Priority Service Register.
Social media
We'll only contact you on social media if you have messaged us first.
You can check its us a our account will be verified with a green tick.
You may receive communications such as texts, letters or emails from third party contractors.
Information we'll ask you for
Before discussing your account, we’ll confirm your identity. If we ask for details or payment, we’ll ask you to log in securely using your account or reference number. You can view how we look after your personal data in our privacy notice.
What we may ask for
We'll only ask you for information relevant to your account:
- Basic details: name, address, date of birth
- Account details: account number, occupancy
- Financial details (if needed): bank details, income sources, household costs breakdown
- Support needs: if you need extra help
What we will never do
We will never ask you to do the following:
- Provide your passwords
- Move money between accounts
- Make urgent payments
- Provide sensitive details outside secure channels
Think it might be a scam?
Ask yourself:
- Does it include your account or reference number?
- Is it from an official channel?
- Are you asked to log in securely?
If you’re unsure, you can contact us directly on 0800 980 8800. We've also created a scammers protection page for help on preventing scams.