Bogus callers

We want you to feel safe so if you're unsure if a caller is from United Utilities, call us on 0845 746 2200 to check their identity, we won't mind.

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 want to make sure that all our visits to you are made by properly trained genuine employees so we follow a strict code of practice:

  • All our employees will show a United Utilities identity card their own name, a reference number and a colour photograph of the individual.
  • Where possible, all vehicles used by our staff for visits to customers' premises carry the United Utilities logo.
  • Where possible, all our employees will wear United Utilities clothing.
  • 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 you have been asked to 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 courteous at all times in dealing with you and give clear and accurate explanations as well as respecting your home.

Top five tips to protect yourself against doorstep bogus callers:

  • Keep your door locked or on a chain 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 letterbox. Make sure that you check the caller is a genuine United Utilities worker by calling us on 0845 746 2200 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 your water bill.
  • You're 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, if they are genuine, they will understand this.
  • It's 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're not sure that the person on the phone is genuine, ask for their name and team name and call us on 0845 746 2200 to check.
  • The Telephone Preference Service (TPS) which is a free service 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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