Contact us

We're here to help!

We're currently getting lots of calls from customers, so you may need to wait longer than usual if you call. If you don't want to wait, you may find the answers you're looking for here, or contact us on Facebook Messenger.

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

Create your online account quickly and easily here.

Our accounts and billing team contact hours are:

8am to 7pm Monday to Friday, and
8am to 1pm on Saturdays.

Our accounts and billing contact centres are closed on bank holidays, however, our water and sewerage service line, 0345 717 1100, is 24/7.

Email us

Do you have a question for us, about moving home, updating your details, or changes to your payment plan? Something else entirely? No problem, use our contact us form!

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 accounts and billing contact hours have changed. Thanks for your patience.

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.

Calls to 0345 numbers are usually charged at a local landline rate. Please check with your telephone service provider.

Send us your documents

Need to send us some documents? Email them to us at webbill@nwl.co.uk

Please include:

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

British Sign Language interpreters

We're pleased to offer British Sign Language interpretation from our partners at Sign Solutions.

If you are deaf or hard of hearing, you can get in touch with us using the Sign Solutions video link or app, and they'll translate to our contact teams whilst you're on the phone.

Start a conversation with us here.

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