United Utilities warn customers to stay alert as scam calls doing the rounds

Residents living in the North West are being asked to remain vigilant following bogus calls demanding payment from scammers pretending to work for United Utilities.

Since October 2024, we have become aware of 79 customers who have received hoax calls from scammers purporting to be from United Utilities and demanding cash. We believe that this number will be higher, and the fraudsters are claiming that the customer has fallen behind on a payment, or their usage has gone up. Although the amounts seem relatively small (ranging between £12-£12.83), once they have access to your card details to take payment, more money goes missing. It can be incredibly upsetting for someone to fall victim to a scam and can leave customers feeling worried and concerned for their personal information. United Utilities are the only water company in the North West, so the call may make it harder to distinguish whether it’s a legitimate call – but here’s some things you can do to protect yourself.

• If you believe that it could be a hoax, hang up – Do not give our or confirm any personal or bank details. United Utilities will never call you from a mobile number, asking you for your bank or card details. We will never be offended if you are unsure it’s really us, and would prefer to hang up and call us back on our 0345 numbers affiliated with our public contact details (available on our website).
• Check the line – when you hang up, be aware that some scammers could keep the line open. Leave 10-15 minutes before calling us or family or use a different phone.
• The Telephone Preference Service (TPS) is a free, official opt out service, which allows you to 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
• If you receive text messages which you believe could be a scam, forward them onto 7726 so your phone provider can flag potential scams.

We are committed to safeguarding our customers and have reported the scam to Action Fraud. We would encourage residents and businesses across the region to alert their friends, families and neighbours – particularly those who live alone or may need extra support – that the call is a hoax and to hang up and report it.

For more information on how United Utilities will identify themselves, click here.

If you suspect you’ve fallen victim to the scam, you can report it directly to Action Fraud.