Doorstep scams and rogue traders: stay in control

1. Pause before opening or agreeing

Use a door viewer, window or intercom if available, and speak through a locked door if that feels safer. A chain can provide a little space but is not a substitute for a sound lock. If you were not expecting anyone, do not let them inside just because they show a badge, uniform or paperwork. Say you will contact the organisation using a number you already trust. A legitimate visitor should allow you time to check. Do not sign a work order, show bank cards or disclose PINs, passwords, one-time codes or account details on the doorstep.

2. Recognise bogus officials and false emergencies

A caller may pretend to be from the council, police, a bank, a utility or a delivery service and invent a problem that needs immediate action. Look out for requests to hand over cash, jewellery, bank cards or information, or to allow someone to inspect valuables or a meter without an appointment. A uniform or identification card can be copied. Keep the door closed while you independently call the organisation’s published number, not a number supplied by the caller or printed on a card they give you. If the caller says a relative or official is in danger, verify that story through a separate trusted contact.

3. Handle cold-calling builders and gardeners safely

Do not accept urgent roof, drive, gutter, tree or garden work from someone who appears without invitation. Ask for the trader’s full legal name, address, written description of work, total price, payment schedule and cancellation information before considering any agreement. Get more than one written quote where practical and avoid large cash advances. A genuine problem can usually be checked by a professional you choose. Do not let a caller start work while you are still deciding. If work has already begun and you feel intimidated, step away, contact a trusted person and seek advice; do not argue in a way that puts you at risk.

4. Check identity without trusting the badge alone

If you use a utility password scheme through the Priority Services Register, agree a memorable password directly with your supplier and ask how it is used by staff or contractors. Ofgem explains that PSR support may include password arrangements, but the details depend on the energy supplier and network operator. You may need to register with each separately. A caller should not ask you to tell them the password first; follow the method agreed with the utility. If anything feels wrong, keep the door closed and call the organisation using a trusted number. Do not use a number given by the visitor to verify them.

5. Know what a No Cold Calling Zone can and cannot do

A local No Cold Calling Zone uses signs or stickers to communicate that residents do not want uninvited sales visits and to discourage callers. Arrangements and legal effect vary by council; a sign does not replace ordinary consumer rights or mean every caller has committed an offence by entering the street. Follow the wording on local signs, report repeated unwanted visits to the council’s Trading Standards team and ask what local scheme covers your address. You can still choose to invite a trader and should use the same checks for an invited visit.

6. Understand cancellation rights before paying

For many off-premises contracts made at home, consumers have a 14-day cancellation period. GOV.UK says the rules generally apply to contracts over £42, with exceptions; the trader must provide cancellation information. If you asked for a service to start during the cancellation period, you may owe a proportionate amount for work already done, and some contracts have different rules. Ask for the contract and cancellation form in writing, note the date, and send a clear cancellation notice using a method you can prove. Do not assume every doorstep repair or emergency job can be cancelled on identical terms; seek consumer advice if the trader disputes it.

7. Report it and get support after a visit

If there is immediate danger or a caller is refusing to leave, call 999. For a non-emergency police matter in England, Wales and Northern Ireland, call 101; for fraud in Scotland, Police Scotland directs people to 101. In England and Wales, report consumer concerns through the Citizens Advice consumer service, which can pass information to Trading Standards. In Scotland, contact Advice Direct Scotland’s consumer advice service. In Northern Ireland, contact Consumerline, which can refer possible offences to Trading Standards. Report fraud through Report Fraud in England, Wales and Northern Ireland; Scotland uses Police Scotland. If money or cards were taken, contact the bank using its trusted number promptly and ask someone you trust to stay with the resident.

Common questions