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.
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.
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
Need to make a complaint?
Please let us know about any concerns you have. Find out more about customer care here.
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Priority Services
From bills in Braille to password schemes so you always know when we're visiting, our free Priority Services are here to help
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IMPORTANT
Our contact centre advisors are very busy helping customers, and you may need to wait longer than usual if you try to call.
If you want to make a payment, set up a payment plan, apply for a meter, or tell us you're moving home, you can use our website. It's quick and easy, and you'll be all done in less than ten minutes!