1. At home
  2. Extra services
  3. Bogus callers

Bogus callers

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

If you're having problems with your water supply or we need to fit or fix a meter for you, we may need to come into your house.

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

  • All our 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.
  • We'll take all necessary steps to ensure that all ID cards are returned when an employee leaves the company.
  • Where possible, all vehicles used by our staff for visits to customers' premises will carry the United Utilities logo.
  • Where possible, all our employees will wear clothing indicating they are from United Utilities.
  • All our employees will be able to inform you of the Helpline number upon request.
  • We operate a password 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 the purpose 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.

Top 5 tips to protect against Doorstep Bogus Callers:

  • Keep your door on a chain or lock and look to see who is calling before opening it.
  • Ask to see the caller’s identification. He or she can show it to you through the crack in the door or through the letter box. Ensure that you check that the caller is a genuine United Utilities worker by calling the following number: 0845 746 2200. Alternatively call United Utilities direct and they can re-direct you to the correct section but make sure that you get the number from a separate source i.e. internet, phone book or the top of a water bill.
  • You are entirely within your rights to have the caller wait outside while you confirm their identity/validity and our staff are trained to expect this while you call us.
  • Its ok for you to ask the caller to leave if you are not completely satisfied that they are genuine. If the visit is legitimate the caller can always reschedule the appointment.
  • If the caller insists that they need access to your property immediately or before you have carried out the necessary checks; call the police immediately.

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

Telephone Callers

  • If you are unsure as to the validity of the call, ask for the caller’s name and team name to be repeated and call back United Utilities through the contact number found on our website, on a water bill from us or in the phone book and ask for the staff member on the team they specified when calling back.
  • Alternatively, you can join the Telephone Preference Service (TPS) which is a free service. It is an official central opt out service, which you can record your preference not to receive unsolicited sales or marketing calls. To find out more visit www.tpsonline.org.uk  or contact 0845 070 0707.
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