Serving parts of North West London and the Home Counties.

I am vulnerable (bogus callers)

Bogus callers are thieves who pretend to be part of a company or organisation, in order to enter your property without a struggle.

We are supporting the Doorstoppers campaign against bogus callers.  Many different organisations have agreed to a code of practice to help you identify a genuine caller.


Register a password with us

Whether you are elderly, living alone, or have small children, if you feel vulnerable within your home for whatever reason, you have the opportunity to register for a password with us.  If any of our staff need to visit you they will need to communicate the password to you before they can enter your property.







Watch our video on dealing with bogus callers




  • NEVER let a stranger into your home on the basis of their words alone.

  • Affinity Water would NEVER cold call our customers and offer a discount for full payment.

Here is more information on dealing with bogus callers:

How do you spot and stop bogus callers

When bogus callers knock on your door, they will:

  • Not have an appointment

  • Not generally have any type of uniform or arrive in any official van

  • Not be willing for you to study their identity (if they have any)

  • Usually work in pairs

  • Try and make you feel under pressure

Official callers will:

  • Make an appointment where possible. They will have your personal details on record and will be able to write/phone for an appointment in advance. However, please be aware that in certain circumstances, Affinity Water staff may need to visit you without an appointment, but will always carry ID

  • Be only too happy for you to look at the I.D. they carry

  • Wear a company uniform, and may have a company van

  • Understand if you do not let them in, and will not put you under pressure.

  • Not enter your home in pairs (our staff normally work alone)

If a bogus caller gains entry to your home:

  • If there are two of them, one will stay with you and the other will go to another part of the house

  • If they are working alone, they will ask you to do something which distracts you or separates you from them

If they do enter your home, an official caller will:

  • Only go to one point in your home e.g. gas/electric/water meter, kitchen stop valve

  • Want you to stay with them

What to do if someone knocks at your door

  • Be cautious and suspicious even if they have an appointment 

  • Put the door chain on. If you don't have one, think about getting one

  • Ask for identification from any stranger wanting access to your premises.  If you have a spy-hole in your door look through it, and ask for the individual to identify themselves before opening the door. If necessary, ask the person to post their ID through the letterbox before opening the door.

  • Check the ID carefully, don't just glance at it. Don't hesitate to ask the person to show their ID again if you did not get a good look at it the first time. You will be looking for a photo of the person on the ID, their name and the logo of the company they claim to work for. Check to see that the person holding the ID matches the person shown in the photo. 

  • Note down the name of the person and get in touch to confirm their identity. All of our employees and contractors carry ID cards and will be pleased to wait on the doorstep while their identity is confirmed with the Customer Call Centre. Our employee may also call in at the same time to verify their arrival

  • Lastly, check that the person is wearing branded clothing and also that the vehicle that they have arrived in bears the same logo

  • If you become suspicious, refuse to let the person enter and if they become loud or show any aggression call the police by dialling 999

  • Don't be afraid to refuse entry, genuine callers will understand.

Be safe.

Third party consent

If you wish for your account to be handled by a third party (family member, friend etc) you will need to complete a Third party consent form in order for for us to be able to disclose the information about your account with another party on your behalf.