A few simple ways to stay safe at home and online

We’ve recently been made aware of reports of unexpected doorstep callers and customers receiving suspicious contact. To help, we’re sharing some simple ways to protect your home, money and personal information.

If something doesn’t feel right, take your time and check it out. You don’t have to make a decision on the spot, and we’re here if you need help.

Someone unexpected at your door?

If someone unexpectedly knocks at your door offering services such as gardening, fencing, decorating or home repairs, you’re your time and don’t feel pressured to decide anything straight away. A genuine trader will give you time to think about your options.

• Check who you’re dealing with - ask for their name and identification.
• Give yourself time to think. Get more than one written quote and make sure you understand what work is being offered.
• Do not pay for work before it has been completed.
• Check with us if they say they’re working for Moat. If you weren’t expecting a visit, call us on 0300 323 0011 before letting them in.

If you’re thinking about making any changes or improvements to your home, remember to always contact us first to check whether you need permission. Some work may require approval before it can go ahead, so this step can help you avoid extra costs or having to undo work later.

If you’re looking for a trader, the Citizens Advice website has information to help you find one you can trust (opens in new tab).

Received a call or message that doesn’t feel right?

Unexpected calls, emails, texts, letters or social media messages can look convincing, especially when they appear to come from an organisation you know.

Take a moment to check if someone:

• asks for an unexpected payment or your personal or financial details
• asks for a password, PIN or security code
• pressures you to act immediately or says something bad will happen if you do not
• sends a link or attachment you were not expecting.

If you’re unsure, don’t reply, click a link or open an attachment. We’d recommend you can contact the organisation yourself using a phone number or website you already trust. Don’t use the details in the message.

For more advice, visit:

• Get Safe Online (opens in new tab)
• Citizens Advice’s guide to checking if something might be a scam (opens in new tab).

Not sure it’s Moat? Check with us

We may contact you by phone, email, text or letter, or arrange for a Moat colleague or contractor to visit your home. 

If you’re not sure it’s us, end the call, leave the message unanswered or keep the door closed. Then call 0300 323 0011 or email [email protected].

Tell us what happened and we can check whether the call, message or visit came from Moat.

Please don’t worry about checking - a genuine Moat colleague or contractor will understand. We’d much rather you got in touch and felt confident and safe.

If you need help or support

You don’t have to deal with a worry on your own. Whether you’re concerned about your home, money or personal information, you can contact us using the details above. We’re here to help.

If you think you’ve shared bank details or made a payment in response to suspicious contact, get in touch with your bank straight away. You can also report fraud or cybercrime to Action Fraud on 0300 123 2040. 

If you feel threatened, or in immediate danger, call 999.