Contact us

We have fewer colleagues to speak with you due to coronavirus. This is impacting our call wait times and it will take longer to answer your call.

Please only call us if you have an urgent issue with your water or sewerage services.

Our accounts and billing team contact hours have changed:

10am to 3:30pm Monday to Friday, and
9am to 12pm on Saturdays.

Our water and sewerage service line, 0345 717 1100, is 24/7. Please help us prioritise emergencies and our vulnerable customers, and only call us if you have an urgent issue. Thanks.

You can tell us you're moving home, make payments, set up and update Direct Debits, give us meter readings and more with an online account.

Create your online account quickly and easily here.

Send us a message

Message us with Facebook Messenger, with questions about your account, services and more.

To send us a message, click here.

Call us

Here are our contact centre telephone numbers

If you'd like to chat about:

your account, bills or payments, call 0345 733 5566, or
your water and sewerage services, call 0345 717 1100.

Our contact hours have changed. Thanks for your patience.

Our accounts, billing and payments team is available from 10am to 3:30pm Monday to Friday, and 9am to 12pm on Saturdays. Our account and billing lines are closed on bank holidays.

Our water and sewerage services team is available 24/7, but please only call if you have an urgent issue.

Bereavement support

Losing a loved one is difficult. We have an experienced team here to support you. If you need any help please call 0800 090 2422.

Email us, or send us your documents

You can send your documents to us at webbill@nwl.co.uk.

Please include:

your full name
your customer account number (if you know it), and
your address,

in your email, so we can find your account information.

Write to us

Important: Due to our efforts to help stop the spread of COVID-19, most of our team are working from home. This means we will not be able to respond to letters quickly.

Please do not send letters at this time.

Where possible, please follow government advice, avoid non-essential travel, stay home and stay safe.

Write to our Head Office:

Northumbrian Water Ltd

Northumbria House

Abbey Road

Durham

DH1 5FJ