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Beat The Bogus Caller


Older lady looking out of window

Identify the good guys from the bad guys...

Scottish Water is committed to helping reduce crimes carried out by people impersonating Scottish Water workers.

Preventing bogus callers

Scottish Water is doing everything possible to minimize the risk of anyone impersonating our employees.  Anyone calling on behalf of Scottish Water will always carry an identification card with a photograph.  They will drive a vehicle clearly marked with our logo.

Our employees will not ask for, or accept, any money from you at your home.

Three C's Rule

We recommend that when you answer the door to anyone claiming to be from Scottish Water, that you follow our 'Three C's' rule: CARD, CHECK, CALL

1 Card

You can ask callers to pass their ID card or letter through the letterbox.  All of our Scottish Water employees are happy to do this and expect you to ask them.

2 Check

Check the identity card carefully:

  • Is the photo on the card the same as the person at the door?
  • Does the ID card or letter contain the Scottish Water Customer Helpline number?
  • Has the card been tampered with in any way?

If you are not confident that they are a genuine caller, then send them away!

3 Call

If you are in any doubt about the caller's identity please call our Customer Helpline on 0800 0778778 (we record calls for quality, training and security purposes).  We advise you to contact Scottish Water by using phone numbers found in telephone directories or the internet, but not from ID cards or letters, because these could be false. If you are still suspicious contact a neighbour or the police.

Don't be fooled by bogus callers. If you are in any doubt, the caller should not be allowed access.

We work closely throughout the year with Police Authorities to raise awareness of bogus callers.

On occasion when we need access to customer’s property we normally try to contact them in advance and arrange a suitable time. However, there may be occasions when we need to cold-call, but all our staff carry ID badges and are happy to display these on arrival.

In a bid to help protect customers against Bogus Callers, we are offering an Anti Bogus Caller Pack which contains a personal electronic alarm, window sensor, door viewer, UV Marker Pen and guard bar.

Packs are available to the first 50 Scottish Water customers contacting us by emailing or writing to us quoting Bogus Caller Pack, Customer Marketing, PO Box 8855 Edinburgh EH10 6YQ.