Building and developing - FAQs

If you’re on a shared supply and want a new connection, you’ll  need to apply for a new water connection to separate your pipework from your neighbour’s. Please note, this work is chargeable.

If you have lead pipework in your home, you can find more information here.

The section of pipe running from the water main to your private boundary (usually the outside stop taps) is our responsibility.

Please contact our Operations team.

The application fee covers the cost of our team preparing your quotation. This includes sending a member of our team to assess the need for traffic management at your site.

In general, application fees are non-refundable unless you accidentally apply for the wrong type of application, or the application is deemed unnecessary.

We have standpipes available to hire.  Find out our charges and hire a Standpipe here or apply via our portal.

You can view all our charges here.

Go to Find Your Supplier to find out if we are your water supplier.

A new water connection is when a new link is made between our water main and your new development to provide a water supply to your property.

A member of our team or one of our contractors will visit your site to assess whether traffic management is needed and to find out the best location for your connection.  

After we review your application, we’ll confirm we’ve received your information. A surveyor will then be sent to your site. You don’t have to be there, but we can arrange for them to meet you if preferred.

All quotes are tailored to your project and include administrative charges, infrastructure charges, and the costs to complete the connection. Our charges reflect actual costs.

Infrastructure charges help cover the additional demand that each new connection places on the water supply and sewerage systems.

If the land has had a previous connection to the water network within the past five years, we will credit the infrastructure charge.

Sewerage charges are applied because the water used in the development will eventually enter the sewer system. If you’re using a water supply, you’ll also be using the sewerage network.  

Traffic management may be required to carry out work safely. This could include traffic lights, lane closures, or road closures. We must apply for permits from the highway authority or council, and the equipment used incurs a cost.

Please note that traffic management permits usually require at least 12 weeks' notice. We will let you know  as early as possible to help you plan accordingly.

Yes, as long as your existing quote is still valid. Please get in touch to discuss the changes you need.  

A minimum of 6 months, or until the end of the current charging year (1 April to the 31st of March each year), whichever is greater.

If nothing has changed, we can update your quote to the latest costs, and there is a fee if you need to do this. If you need to make changes, you will have to reapply with a new application.

You can pay by card  by calling 0345 609 4639. Alternatively, you can pay by cheque or BACS; payment details are included in your quote pack.

Once your application is accepted, we aim to provide your quote within 28 days. After you accept and pay for the quote, and once your private pipework is laid to the boundary and passes inspection, we will complete the connection within 21 days. Please note that if traffic management is required, this could take up to 12 weeks.

We will aim to fit the meter in an external boundary box, either in the public highway or on your driveway. However, this may not be suitable in every development.

To protect our customers and water supply, we must safeguard pipework from contaminated land. If your project involves contaminated land, you may need to provide a soil analysis report, and we may require the use of barrier pipes.

Barrier pipes are specialist pipes designed to protect the water supply from contaminants in the soil.

No, some pipe laying must be done by us, and some by you or a contractor. All work within the boundary of your property must be completed by you or an approved contractor. Find an accredited contractor here.

You can also hire an accredited Self-Lay Provider (SLP) to install a new water main and connections, subject to our acceptance.

We will provide a pipework plan with your quotation pack, detailing where you need to lay your private supply pipework. If you need any assistance, please contact us to arrange for a technician to visit your site.

A WIAPS-approved contractor is a professional plumber who meets the Water Regulations standards. You can search for one here.

A trench inspection is required if you do not have a WIAPS-approved contractor. We will check the depth of pipework, the ducting, and insulation. Our Water Regulation team may also check fittings.

To disconnect your water supply, please send an email to disconnections@nwl.co.uk. If your disconnection is part of a new water connection project, please include it in your water connection application.

Water Regulations help prevent contamination to our supply and make sure that the correct standards and regulations are followed.

It may be necessary to disinfect the pipe work depending upon the size, location, installation conditions, etc. Under normal considerations for a new domestic property we would not usually require the service pipe or any internal plumbing to be disinfected. We will  however require the disinfection of new or existing supply pipes when:

• The new connection is to an existing property domestic or otherwise that has been originally connected to a non Northumbrian Water supply (e.g., springs, borehole, or other source). Refer to Guidance Note 5.
• The new water pipe is of 50mm external diameter or greater.
• The new water pipe is 50 metres or more in length.
• The water pipework has not been in regular use for some time (Installed and left or just isolated for a longer than 30 days).
• If suspected that contamination has entered the pipe during installation or has been installed in such a manner as to give concern by virtue of its location.

This depends on the specifics of your project. In some cases, we may be able to facilitate this.

Please contact our team to discuss this option on 0345 609 4639. 9am to 4pm, Monday to Friday.

You may qualify for a 100% discount on infrastructure charges if your development uses no more than 100 litres of water per person per day. To calculate your usage, use the water calculator tool.

Please click here to view our environmental incentive process, which outlines how you may qualify.

Water companies typically differentiate between a main application and a water service application based on the scale and nature of the development.

If you are unsure what to apply for, please call us on 0345 609 4639 between 9am to 4pm, Monday to Friday.

You can request these records by emailing plans@nwl.co.uk

Please note this is a chargeable service. You can also access the records here.

If a development requires a new water main or sewer, you may ask the water or sewerage company to install the pipework. Alternatively, you may choose your own contractor to do the work, which is known as self-lay. The water company will take over responsibility for (adopt) self-laid pipes that meet the terms of its agreement with the developer or self-lay organisation (SLO) that carries out the work.

You may prefer to use self-lay because it may be possible to provide a multi-utility option. This can save both time and money and provide better co-ordination of infrastructure provision.

New appointments and variations (NAVs) are limited companies which provide a water and/or sewerage service to customers in an area which was previously provided by the incumbent monopoly provider.

A new appointment is made when a limited company is appointed by Ofwat to provide water and/or sewerage services for a specific geographic area. A new appointee has the same duties and responsibilities as the previous statutory water company.

A variation is where an existing appointed company (an “appointee”) asks Ofwat to vary its appointment so it can extend the areas it provides services to.

A NAV, therefore, involves one company replacing another as the appointee for a specific geographic area.

You can apply for a fire supply as part of your new service connection or water mains application. 

• A direct sewer connection links directly to a public sewer.
• An indirect sewer connection connects to a private drain that then links to the public sewer.

If your application is rejected, we will explain why in our response. If you have further questions, please contact us to discuss the next steps.