Protection against scammers
At Thames Water, your safety is important to us. Criminals sometimes pretend to be from utility companies to try to get your personal or financial information.
These scams can happen by phone call, email, message, social media or in person. But they are not just limited to these. We want to help you stay informed and protected.
How to spot a scam
If something doesn’t feel right, take a moment to stop and think. Common warning signs include:
- Fake emails or texts asking you to pay a bill or update your details. The message could also include suspicious links or attachments
- Phone calls claiming to be from Thames Water about urgent account issues
- Doorstep scams where someone claims to need access to your home or meter, and they can’t provide valid identification
- Payment requests through unusual methods, such as gift cards or bank transfers
- Urgent requests asking for a payment or personal information
- Generic or non-personalised communication for example, not addressing you by your name
What to do if you think you’ve been scammed
If you think you may have been targeted or affected by a scam, act straight away.
- Stop contact immediately, and do not click any links or provide further information.
- Contact your bank if you’ve shared financial details or made a payment
- Report the scam to Action Fraud (the UK’s national fraud reporting centre). You can report the scam or fraud online or call them on 0300 123 2040.
- Let Thames Water know by calling us on 0800 980 8800. We can investigate and help protect other customers.
- Report suspicious emails or texts to your email provider or mobile network
How we help keep you safe
We have measures in place to support customers.
Check communication is from us
We have a dedicated page that details how and why we contact customers.
Doorstep password scheme
Set up a password on your account so you can verify our staff when they visit you.
Priority Services Register (PSR)
Get extra help during outages, emergencies or if you need additional support.