Need help? We're here for you
We know good customer service matters to our customers, and we’re here when you need us most. If things don’t go as planned, our friendly, trusted team is ready to help.
Pick a topic for support, advice and more
Bills and Payments
- How can I pay my Northumbrian Water bill?
- Can you explain my Northumbrian Water bill?
- My bill is very high, can you help?
- How do I make a payment online?
- Do I still pay charges if my property is empty?
- What are your charges?
- What is Rateable Value and how does it affect my bill?
- How do I switch to eBilling?
- I'm struggling to pay my bill, can you help?
- How do I get a new or replacement PayPoint card?
- I'm a student, can you help me understand my bill?
- How do I tell you the account holder has passed away?
- How can I give feedback to help improve your billing services and learn about the changes you've made?
Struggling to Pay
- I'm struggling to pay my bill, can you help?
- Which financial support schemes may I be eligible for?
- Why have my payments gone up?
- What is the Bill cap scheme - WaterSure?
- Can I pay my bill from my benefits?
- I'm on a water meter, but I need to use lots of water, can you help?
- Is there someone I can talk to about my financial difficulties?
- Can you tell me about the Low income discount scheme (SupportPlus)?
- What are Credit Reference Agencies?
- How can I find out about benefits or other help I may be entitled to?
- Struggling with money is affecting my mental health, what help is out there for me?
Leaks
- How do I report a leak?
- How can I check if a leak has been reported?
- How can I find out if I have a leak in my home and what do I do?
- If I have a leak, can I get an allowance on my bill?
- What happens after a leak has been reported?
- Why haven't you repaired the leak in my street?
- How do I know who is responsible for the pipes that are leaking?
- Can I get cover for the plumbing and drainage in my home?
Your Water
- How do I check if I have hard water?
- I don't have any water, can you help?
- Why is my tap water a strange colour?
- Why is my water pressure low?
- How can I find out if I have lead pipes and lead in my water?
- How do I check if I have hard water?
- Do you add fluoride to the water supply?
- What's causing the pink or black stains in my bathroom?
- What is mains flushing?
- Is there nickel in my water?
Your Sewerage
- My home has been flooded with sewage, what can I do?
- My drain is blocked, what should I do?
- Can I get cover for the plumbing and drainage in my home?
- What causes a blocked sink and how do I prevent it?
- Who does the drain cover in my garden belong to?
- How do I find where the sewers are on my property?
- What should I do if I see a rodent or evidence of rodent activity?
- What causes blockages and sewer flooding?
- What happens if I flush wet wipes down the toilet?
- As a homeowner, what pipes am I responsible for?
- What is a misconnection?
- What are storm overflows and do you have a map showing their locations?
Priority Services
- What are Priority Services and how do I sign up?
- What is the password scheme to protect my home from scammers?
- English is not my first language, can you translate for me?
- Are your Priority Services free?
- Can I nominate someone to talk to you about my account?
- Is your website accessible?
- Can I get water delivered to my home if my water goes off?
- How do I contact you with a British Sign Language video interpreter?
Your Account
- How do I change my email address?
- How do I change the name on my account?
- Can I change my Direct Debit?
- How do I set up a Direct Debit?
- How do I create an online account?
- Can I get a refund if my account is in credit?
- How do I tell you the account holder has passed away?
- Why can't I set up my online account?
Water Meters
- Why should I switch to a water meter?
- How can I find out if a water meter can save me money?
- How do I find and read my water meter?
- How can I apply for a water meter?
- Can I move or remove the water meter in my home?
- Can I apply for a water meter if I rent my home?
- How do I find out about smart water meters?
Saving Water
- How can I find out how much water and energy I'm using?
- What can I do to save water in my home and garden?
- How can I get a free water saving kit?
- Can I save money with a water meter?
- Why is saving water so important?
- What is a water butt, and how can it help me save water?
- What is your educational programme, The Ripple Effect?
Are you sure?
Changes are waiting to be saved