Representives entering your home

From time to time we may need to visit your home. The visitor will either be an engineer if your supply needs attention or, if we are instructed by your supplier, a meter operative to carry out work on your meter.

United Utilities follows a code of practice so that you can be sure that all visits are made by properly trained employees who are genuine officials.

• All United Utilities employees will show an identity card showing the company name, their own name, a reference number and a colour photograph of the individual.
• These identity cards also include the means of confirming the identity of the individual through a telephone number printed on the identity card.
• United Utilities will take all necessary steps to ensure that all ID cards are returned when an employee leaves the company.
• Where possible, all vehicles used by United Utilities for visits to customers' premises will carry the United Utilities logo.
• Where possible, all United Utilities employees will wear clothing indicating they are from United Utilities.
• All United Utilities employees will be able to inform you of the Helpline number upon request.
• United Utilities operates a pasword scheme for appointments that can help you keep out bogus callers and you can contact us to tell us the password you have chosen.
• If your supplier has arranged a metering appointment, please ask them to agree a password with you. We will use this when we visit you. We will ensure that our employees and contractors are aware of the contents of this code and will comply with it at all times. They will be appropriately qualified and fully trained for thepurpose of the visit and will be courteous at all times in dealing with you and give clear and accurate explanations as well as respecting your premises.

If you have any doubts about whether a caller is genuine, do not let them into your home.

Call us on 0845 746 2200 to check the caller's identity.