Contact us

Ask us a question

Why not try our online frequently asked question service.  Please type in your question below.

Accounts and billing

Accounts and billing

You can update your account quickly and easily using the following online services.

Online

 

Telephone

Why queue? Call our automated services that are available 24 hours per day, 365 days a year, or click the relevant online links above.

 

To make a payment or check your balance (you will need your 12 digit customer reference number which can be found at the top of your bill):

 

Please call us on 0800 032 3417 or 0191 417 5134 from a mobile

 

To provide a meter reading (you will need either your property reference number from the meter reading card we left you or your 12 digit customer reference number which can be found at the top of your bill):

 

Please call us on 0800 032 3418 or 0191 415 9375 from a mobile

 

If you would prefer to call us and speak to one of our Customer Service Advisors,

please call us on - 0345 266 0585

 

We are open to take billing calls 8am-8pm Monday to Friday and 8am-1pm Saturday. 

Call costs – standard network charges apply. However charges from some networks or mobile phones may vary. Calls may be monitored or recorded in order to improve service quality and for staff training.

Write to us at:

Northumbrian Water
Customer Centre
PO Box 300
Durham
DH1 9WQ

Water and sewerage

Water and sewerage

Call us for enquiries regarding your water and sewerage services on 0345 717 1100

For general enquiries about water and sewerage services our phone lines are open 8am-8pm Monday to Friday 9am - 1pm Saturday.

For water and sewerage emergencies we are open 24 hours a day 365 days a year.

 

Write to us at:

Northumbrian Water
Customer Centre
PO Box 300
Durham
DH1 9WQ

Report a leak or flood

Report a leak or flood

Call us to report a leak or flood on

Leaks

0800 393 084

Sewerage system floods

0800 328 7648

Our phone lines are open 24 hours a day.

Landlord enquiries

Landlord or tenant enquiries

Call us if you have any specific landlord or tenant enquiries regarding a change of tenancy on 0845 8506421

9:00am - 5:00pm, Monday to Friday 

   

For enquiries about your bill or water and sewerage services please use the telephone numbers detailed for these services.

Write to us at:

Northumbrian Water
Landlord Integrity
Abbey Road
Pity Me
Durham
DH1 9WG

Provide feedback on our service

Provide feedback on our service

We always want to give the best service we can to our customers. Think there’s room for improvement? We welcome and value your feedback as we are continually looking for ways to perfect our service.

Already think we do a great job? We’d still like to know so we can share this with the people involved.

Call us

Please call us on 0345 733 5566 for feedback relating to your bill and 0345 717 1100 for feedback relating to water or sewerage services. We will work to address your feedback straight away. You can also contact us online.

Write to us

If you are unable to call us please write to us at:

Northumbrian Water
PO Box 200
Durham
DH1 9WG

If you remain unhappy with our service please refer to our complaints procedure which also contains contact information for the regional independent consumer organisation Consumer Council for Water Northern.

Head office

Head office

Call our head office on 0345 604 7468

Our phone lines are open from:

8:00am - 5:15pm Monday to Friday

For enquiries about your bill or water and sewerage services please use the telephone numbers detailed for these services.

Write to us at:

Northumbrian Water
Abbey Road
Pity Me
Durham
DH1 5FJ

twitter

Follow us on our Twitter customer care account - helping with any billing, water or waste water queries.

Email

hands on a keyboard  

You can contact us by email by completing an online form. Find out more

Keeping you informed by text

Smartphone  

You can now be informed by text message about water supply events happening in your area. Please make sure your customer contact details are up to date by telephoning us on 0345 717 1100 or by Twitter @nwater_care or via the online link below. Contact us online

Report a leak

Leakline  

We have a duty to all our customers and to the environment to promote the wise use of water and to find and repair leaks as quickly as possible. Find out more

Join our Online Community

Online Community cup of tea  

We are always looking to improve and we think a great way to do this is to listen to your opinions and ideas. Our new Online Community will help you play a part in developing the service you want from us. Find out more

Customer research

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Share your views with us today. Find out more

Extra care

Special assistance  

We have a wide range of services designed for customers who may need extra help. Find out more