Bogus callers and rogue traders can pose a serious risk, especially to vulnerable people. This protocol helps householders stay safe when someone calls at the door unexpectedly.
It is supported by Trading Standards, police services and major utility companies.
What the protocol does
The protocol puts responsibility on the caller to prove their identity and reassure the householder. It applies to all doorstep representatives, including utility workers and council officers.
What callers must do
Callers must:
- hand over their ID card and say their name and organisation
- ask the householder to compare their face with the photo on the card
- carry a larger ID card with:
- print size 14 or larger
- an enlarged photo for people with sight difficulties
- explain the reason for their visit
- tell the householder they can:
- check their identity by calling the organisation
- ask a neighbour or third party to be present
- make it clear they will only enter if the householder agrees
- offer to return at a later date and time if preferred
Contacting the organisation
The organisation must provide:
- a landline number (preferably freephone)
- a direct line to a person (not an automated system)
- a number listed in public directories and company materials
Tips for householders
It is recommended that you:
- do not keep large sums of money at home
- use a door chain
- do not deal with unexpected callers unless you are sure they are genuine