As of 1 April 2017, your water retailer is responsible for your non-household account and all the customer facing activities.
The retailer will look after your meter reading, billing, payments and your enquiries. If you have any queries on these areas, you should contact them directly.
We contacted all of our non-household customers by letter in January and provided you with the contact and payment details for the water retailer you have automatically transferred to, unless you have already opted to change retailer. In these circumstances you will have received contact details from your new retailer.You can find details of all licensed retailers on the Open water website.
Northumbrian Water will still be your wholesaler, so we will continue to supply your water from the same source, and we will continue to be responsible for the removal and treatment of your waste water.
You can still contact us directly as your wholesaler in the event of a water supply issue, a water quality issue or a sewer flooding matter. Our emergency contact details for these matters remain unchanged.
Does this affect all customers?
Currently only non-household customers with business premises can choose their water supplier. The change doesn’t affect domestic (household) customers.
Click here to access a step by step eligibility guide to see if you qualify.
We have already written to all non-household customers that we consider to be eligible to enter the market. If you have received a letter from us but believe that you are not eligible to enter the market please contact us. If you are a business, charity or public sector organisation, read on to find out more.
What does this mean for my organisation?
We know how important continuity of service is for our customers so from 1 April 2017 your account has automatically transferred to NWG Business (or another retailer of your choice if you have opted to switch retailer).
You can switch retailer at any time; the Open Water website provides more detail on the process and includes details of all licensed retailers.
Who do I contact if I have no water or a water quality issue?
If you have a question about the quality of your water, if you have no water or a problem with sewerage, you should still contact us directly.
Who do I contact if I have questions about my bill?
You need to contact your retailer directly.