We're here to help you
Christmas and New Year opening hours
Our billing team is available 9am to 1pm on Christmas Eve and New Year's Eve, and 9am to 5pm on all other weekdays. We're closed on weekends and bank holidays. We’ll return to normal hours on Saturday 3 January.
If you need critical help with a water or sewerage problem, we’re available 24/7. If your call isn’t urgent, we are closed over the holiday period and we'll return to our normal hours Friday 2 January.
Please tell us what you need help with today and we'll provide you with the right information and how to get in touch.
Your quickest option
Check for local water disruptions or report a problem online in just a few simple steps.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Use check my area to see if we’re already aware of an emergency such as no water, flooding, or a burst pipe.
- For leaks or water running in the street, you can quickly report it online.
- Call our 24/7 emergency helpline numbers below. Please use these for emergencies only.
Your quickest option
The fastest way to manage your bills is online. In just a few steps you can make a payment, set up a Direct Debit or payment plan, and view your bills.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Have your account number ready, if you have one.
- If you have a water meter, watch our short video explaining your bill. It may answer your questions right away.
- Try our online services first, as they're often quicker.
Your quickest option
If you're a new or existing customer, student, or landlord, you can let us know about your move online in just a few simple steps.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- You can let us know you're moving online in just a few simple steps.
- Have your moving dates and final meter reading ready, if applicable.
- Read our moving day checklist, it may answer your questions.
Your quickest option
In just a few steps you can give a meter reading, apply for a water meter, or use our usage calculator to see if switching could save you money.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are all the ways you can contact us.
Before you contact us:
- Not sure where your water meter is? Read our guide on how to find your meter.
- Have your latest meter reading (if possible) and account number ready.
Your quickest option
In just a few steps you can check your water quality, see local water disruptions, or report a problem online.
Helpful Information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Read our frequently asked questions for help with issues such as low pressure or discoloured water.
- Use check my area to see if we’re already aware of an emergency such as no water, flooding, or a burst pipe.
- Have your account number ready if you need to contact us about your supply.
Your quickest option
If you have a blocked drain or experiencing sewer flooding, the fastest way is to complete it online in a few simple steps.
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Read our blocked drains advice to find out who's responsible and how to clear them.
- Follow our sewer flooding guidance to find out who to contact, how to stay safe, and what we do to help.
Your quickest option
Whether you want to sign up, update your details or remove yourself from the register, it’s quick and easy to do online.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- To see if you're already registered for Priority Services, log in to your account and go to My Profile.
- If your circumstances have changed, you can also update your Priority Services details or remove yourself from the register once you're logged in
- Have your account number and personal details ready if you need to contact us.
Bereavement support
There are a few ways you can let us know about a bereavement.
We've partnered with Settld, a free online service where you can let us know by using their online form (opens in a new window). They can also contact other organisations, such as banks, on your behalf.
If you prefer, you can visit our bereavement support page to find out how to get in touch with us. Our experienced team is here to help you.
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Environmental information
Want to find out more about our environmental activities?
Request environmental informationGuaranteed Standards of Service
The standard of service we guarantee to provide to you
View our Guaranteed Standards of ServiceOnline form or write to us
Do you have a question for us?
It could be about your bills, moving home, updating your details, changes to your payment plan, or something else. We’re here to help:
You can use our online contact form to send us an email or write to our head office:
Northumbrian Water Ltd
Northumbria House
Abbey Road
Durham
DH1 5FJ
Customer Conduct Policy
We set ourselves high standards and work hard to provide an unrivalled customer experience.
We understand that sometimes things may not go as planned, and customers may feel upset or frustrated.
Our Customer Conduct Policy outlines how we handle situations when a customer’s behaviour (or that of the public) is unacceptable.
It also gives guidance on how we will protect our employees from harm or distress while they are doing their jobs.
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
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