When we need to visit your property

Occasionally, we may need to visit your property, and when it comes to letting people it's important to be careful. This statement explains how we operate and gives you advice on how to identify any of our staff or representatives that visit your property.

Visiting your property

We may need to visit your property on some occasions, and when it comes to letting people into your home we know that you can’t be too careful. This page explains how we operate and gives you advice on how to identify any of our staff or representatives that visit your property.

If we need to arrange a visit, we'll make every effort to ensure the appointment is at a convenient time. We don't  normally make calls outside 8am to 8pm, Monday to Friday and 8am and 1pm on a Saturday, unless it’s an emergency.

There will be times when we won't make an appointment. For example, we'll normally visit your property twice a year to check the supply and read the meter. On these occasions, the person visiting your property will explain who they are and why they are there. Remember: our staff and representatives always carry full identification and if you can't see it, ask them to show it to you.

We want to make sure you feel completely comfortable and happy about any visit you receive from our staff or representatives. We go to great lengths to make sure all our staff are fit for their job and are fully trained to carry it out. All our staff and representatives carry telephone numbers for customers to use in making a complaint or for reporting an emergency situation.

Staff identity cards 

You should always be able to recognise our staff and representatives by a clearly visible identify card. The card will show: 
 

  • The name of the company the person works for, if it’s not UW

  • The person’s name

  • Their reference number 

  • A colour photograph of the person 

  • An expiry date 

  • A contact number for you to call if you want to check their identity


Anyone acting on the behalf of UW should always give you the opportunity to confirm their identity before you let them in. If you are at all concerned, please ask to see their identity card and then call the phone number shown on the card to confirm their identity.

If someone calls at your door and you're suspicious or uncomfortable, don't let them in and tell the police immediately. Staff members and representatives who leave the company or our agencies must return their company clothing and identity cards.