How to verify council contact Richmond sends you

Richmond Council wants you to know how to verify council contact Richmond sends your way, particularly as scammers increasingly impersonate official bodies to steal personal information and money. The council has published clear guidance on when and how they reach out to residents, what information they will ask for, and the simple checks you can make to confirm you are dealing with the genuine article.

The guidance responds to a rise in fraudulent calls, emails and texts targeting residents across the borough.

When the council contacts you

Richmond Council reaches out to residents for a range of routine reasons.

You might hear from them about council tax payments, benefit claims, planning applications affecting your property, environmental health matters, or services you have requested such as waste collection queries. They will contact you by post, email, phone or text depending on the service and your stated preferences. What matters is knowing the difference between a legitimate approach and a fraudulent one. The council will never cold-call you asking for bank details, passwords, or payment card numbers over the phone, and they will never send unsolicited emails asking you to click a link to verify your account or make an urgent payment.

If the communication feels rushed, vague about specifics, or asks for sensitive information upfront, that is your signal to pause and check.

How to check it is genuine

The council has set out straightforward steps to confirm you are dealing with them.

If you receive a phone call and feel uncertain, ask for the caller’s name, department and a contact number, then hang up and call the council back using the number on their official website or your council tax bill, not the number the caller gave you. For emails, check the sender address ends in @richmond.gov.uk, though even this can be spoofed, so look for signs of poor grammar, generic greetings like ‘Dear resident’ instead of your name, and any request to click a link or download an attachment you were not expecting. If you receive a letter, it should be on official headed paper with clear contact details. When in doubt, contact the council directly through their main switchboard or visit the Civic Centre in person.

Taking two minutes to verify a contact can save you from weeks of distress and financial loss.

What this means for you

If you receive any communication claiming to be from Richmond Council that feels suspicious, do not respond, click any links, or provide any personal information. Instead, contact the council directly on 020 8891 1411 or visit www.richmond.gov.uk to verify whether the approach was genuine. If you believe you have been targeted by a scam or have already shared information, report it to Action Fraud on 0300 123 2026 and contact your bank immediately if you have disclosed financial details. You can also report scam emails to report@phishing.gov.uk and scam texts by forwarding them to 7726. The council maintains an online list of current known scams targeting residents, which you can check regularly to stay informed.

Knowing how your council genuinely communicates with you is one of the simplest ways to protect yourself from fraud. When in doubt, verify before you respond.

Frequently asked questions

Will Richmond Council ever ask for my bank details over the phone?

No. The council will never cold-call you asking for bank account numbers, payment card details, or PIN codes. If someone claiming to be from the council does this, it is a scam. Hang up and report it.

What should I do if I receive an email asking me to confirm my council tax account urgently?

Do not click any links or reply. The council does not send unsolicited emails asking you to verify account details or make urgent payments. Contact the council directly using the number on your council tax bill or their official website to check if the email is genuine.

How can I tell if a letter from the council is real?

Genuine council letters are printed on official headed paper with clear contact details including the Civic Centre address and main switchboard number. If you are unsure, call the council on 020 8891 1411 to verify the letter was sent by them.

What information will the council ask for when they contact me?

The council may ask you to confirm your name, address, and council tax or benefit reference number to identify your account. They will never ask for your full bank account details, passwords, or PIN numbers during an unsolicited call or email.

Useful resources

• https://www.richmond.gov.uk/contact_us