Most people who contact you on behalf of Town & Country Housing are genuine and there to help. However, we occasionally receive reports of people falsely claiming to work for TCH.

Recently, we were made aware of two separate incidents where individuals tried to gain access to residents’ homes by pretending to represent TCH or another organisation.

We’re sharing these examples to help residents recognise the warning signs and know what to do if a call or visit doesn’t feel right.

Example 1: “We’re here to check your water”

A resident recently reported a caller at one of our communities who claimed to be working for TCH and Southern Water, and said they were there to check the quality of the water.

The resident contacted us to verify the visit. We were able to confirm that TCH had no knowledge of any such work taking place.

Example 2: Persistent callers claiming to be from TCH

Residents reported that a man arrived at their property on a Sunday morning claiming to work for TCH.

He knew the residents’ names and contact details and said he needed access to the property to carry out an air test connected to renovation works.

However, several aspects of the visit raised concerns. The individual was not wearing an identification badge, the visit had not been arranged in advance, and repair work by contractors is generally carried out Monday to Friday unless it is an emergency or has been specifically confirmed. When the individual began banging on windows and attempting to gain access to the back garden, the resident reported the incident to the police.

How would a genuine TCH visit work?

If someone needs to visit your home on behalf of TCH, there are a few things you can expect.

Our staff carry identification

Any member of TCH staff meeting residents or out and about on our estates should be able to show a TCH photo ID badge. If a contractor is working on behalf of TCH, you should have been advised of their visit and they will be able to show ID in their own company’s name.

If you’re expecting a visit from our repairs team operatives will normally:

• wear TCH-branded work clothing
• arrive in a TCH-branded vehicle
• be able to show identification if requested

If you’re ever unsure, it’s okay to ask to see an ID badge before allowing someone into your home.

Visits are arranged in advance

TCH appointments are normally agreed with residents beforehand, either by phone, letter, email or text message.

If someone turns up unexpectedly claiming to be from TCH, it’s always worth taking a moment to check before letting them in.

Remember – even if they know your name, address or other details, it doesn’t automatically mean that they are genuine. 

We won’t ask for sensitive personal information

TCH staff and approved contractors will never unexpectedly ask you for:

• copies of tenancy documents
• bank details
• passwords or security information
• other sensitive personal information

What should you do?

If you’re unsure about a caller:

1. Keep the door closed.
2. Ask to see identification.
3. Do not share personal information.
4. Contact TCH directly to verify the visit.
5. If you feel threatened or believe a crime may be taking place, contact the police on 999 if there’s an immediate danger, or 101 for non-emergency situations.   

And if you do notice any suspicious activity, please let us know. You can find our contact details here: Contact us – Town & Country Housing