There is a worrying trend of bogus callers preying on the elderly and vulnerable, so we are committed to working with all our customers, to take steps to ensure that everyone can feel safe within their own home.

Customers who have additional needs or require extra help can access a range of free services we offer by joining our Priority Services Register, this includes a free-of-charge password protection scheme, which helps ensure customers know that their visitors are genuine. By registering a unique password with us, our representatives will always quote the password if they need to visit, so that everyone has an instant check.

In addition, all employees carry photo identity cards and each card has a unique number. Customers can call the office, quote the ID number and we will check the name and reason for the visit. In most cases, our employees will also wear a branded uniform and will typically be in a branded vehicle.

Regardless of whether a customer has signed up for the password protection scheme, we recommend the three-step approach when customers receive unexpected or unknown visitors:

1. Stop! – are you expecting anybody?  Do they have an appointment?
2. Chain – Secure your door bar or chain before opening the door
3. Check – ask for a double-check of the caller’s ID.

It is important that customers aren’t pressured, conned or tricked into letting a stranger into their home and the message is simple, ‘if in doubt, keep them out’.

Phil Newland, Managing Director at South Staffs Water said:

“Safeguarding the wellbeing of our customers is paramount to us, so we are always looking for anything we can do to improve the service they receive from us.  The password protection scheme is a simple way of giving them extra confidence that the person at the door is who they say they are.”

The Priority Services Register has been designed to provide our customers with extra help when they need it.

We can also help if a customer:

• has difficulty reading or understanding their bill
• has hearing or speech difficulties
• needs a translation service
• would prefer if we dealt directly with a friend or relative on their behalf.

It is also important that customers register, if there is a medical reason that an interruption to water supply would have an impact.