It’s important to us that you feel safe, whether you’re using our online services or one of our team visits your home.
This page explains what to do if you’re not sure about someone who says they’re from South East Water. It also has some tips for staying safe online.
If you’re not sure about a visitor or online message
If you're unsure about anyone claiming to be from South East Water, please call our Customer Service team on 0333 000 0001. (opens in a new tab)
How to recognise our team
All our employees wear uniforms and drive vehicles with our logo. They also carry photo ID – please ask to see it if you’re not sure.
Our password scheme
You can set up a password with us to protect yourself from bogus callers.
When one of our employees visits you, ask them for the password before you let them in. If they don’t know it, don’t let them in.
Only you and our genuine employees will know what your password is.
If you’d like to set up a password, please call us on 0333 000 0001(opens in a new tab).
Random water tests
In line with Water Supply (Water Quality) Regulations 2016, we sometimes carry out random tests on water from our customers’ homes. This is so we can be sure the water is safe to drink.
As these tests are random, we won’t be able to make an appointment before visiting. But our staff will always wear a company uniform and show their identity card.
Staying safe online
Fraudsters sometimes try to trick people into giving away their account details, usually by phone or email.
Please be careful of any unexpected emails or calls that claim to be from us. Don’t open attachments unless you’re sure you know who the email is from.
We will only contact you about your account. We also sometimes work with market research companies to get feedback on our services.
If you receive a message that looks like it could be a hoax, phishing, or spam email, please delete it, block the sender, and ignore the message.
Here are some tips to help you stay safe online:
• Install reputable anti-virus software and keep it up to date.
• Make sure your devices’ operating systems are updated when updates are available.
• Never tell anyone your usernames or passwords.
• Use strong passwords and a different password for every online account.
• Shred unwanted paperwork.
• Check your bank statements regularly for unusual activity.
• Don’t share your personal information online.
If you receive any communication that claims to be from us and you’re not sure about it, please contact us.
Useful Links
Here are some useful links to help you stay safe online:
- www.getsafeonline.org(opens in a new tab)– Get Safe Online offers unbiased, factual and easy-to-understand information on online safety
- www.actionfraud.police.uk(opens in a new tab) – Action Fraud is the UK’s national reporting centre for fraud and internet crime
- www.cyberstreetwise.com(opens in a new tab) – Be Cyber Streetwise is a cross-government campaign, funded by the National Cyber Security Programme, and delivered in partnership with the private and voluntary sectors. Its aim is to significantly improve the online safety behaviour and confidence of consumers and small businesses (SMEs)
- https://takefive-stopfraud.org.uk(opens in a new tab) – Take Five is a campaign funded by FFA UK and the government to help consumers protect themselves from financial fraud
Help for priority customers
If you or someone you know needs extra help because they’re vulnerable without water, please let us know.
You can register for our free Priority Services so we can provide extra support and respond quickly to any questions.
It's easy to register online for Priority Services.
You can call our dedicated Customer Care Team on 0333 000 0001(opens in a new tab) or apply online here.
Our advisors are specially trained to offer confidential advice and support. Lines are open Monday to Friday, 8am - 7pm, and Saturdays, 8am - 1pm.