United Utilities steps up action against scam callers

‘If in doubt hang up and call us back’ – that’s the message from United Utilities as bogus callers continue to target customers demanding payment.

The water company for the North West is urging people to trust their instincts and hang up if they suspect a scam call.  They are also reminding customers that they will never call from a mobile number asking customers for their bank or credit card details.

Sally Ainsworth, Customer Service Director at United Utilities explained: “Unfortunately bogus callers are contacting people in the North West claiming to be from United Utilities, or ‘the water company’. These unscrupulous scammers are asking people either to pay for work that has been carried out near their homes or requesting their bank details so they can update their direct debit payments.

Recent examples of bogus telephone calls reported to United Utilities include:

• A 76 -year-old man in Salford reported a call from “Utility Water” requesting to update his direct debit
• A 67-year-old woman from Stockport who was contacted and told she needed to pay £39 for work completed on the drains in the area.
• A 66-year-old man in Lytham St Annes received a call requesting a payment of £67 for “pipe insurance”
• A 66-old year-old man on the Wirral received a call to reactivate plumbing and drains insurance
• A 56-year-old woman in Ashton received a call claiming to be from United Utilities trying to sell insurance for “land and property”
• A 72-year-old man in Carlisle received a call to “renew” protection for burst pipes

Sally added: “Happily all the people above hung up and contacted us to report the scam. I know some people will feel rude doing that in case the call is real, but I’d like to remind people that we don’t do cold calling to ask for money so if you do get a call like that, please hang up – even if it turns out to be us, we won’t be offended.”

Here are steps customers can take to protect themselves:

• If you're not sure the person on the phone is genuine, ask for their name and team name and call United Utilities on 0345 672 3723 to check
• The Telephone Preference Service (TPS) is a free, official opt out service, which allows customers to record their preference not to receive unsolicited sales or marketing calls. To find out more visit www.tpsonline.org.uk or contact 0845 070 0707

• Check the line after hanging up - some scammers could keep the line open. Leave 10-15 minutes before calling us or family or use a different phone.
• Report scam text messages by forwarding them onto 7726 – this is a free service

With more teams than ever working in communities to repair leaks, renew water mains and clear blocked drains, United Utilities is also reminding customers to check the identity of anyone calling at their door.

Sally added: “Our employees carry ID, and they are happy for customers to check that it is genuine. We also have a free password scheme, and once registered customers can ask anyone calling at their home to provide the password.”

More advice on how to stay safe from bogus callers is available at: Bogus Callers - Stay Safe from Scams | United Utilities