We work hard to make every customer happy, and we hope you never have to complain about our services.
If you do need to make a complaint please let us know so we can quickly work to make things right. We’re sorry if we’ve let you down.
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.
Call us
Our contact centres are very busy right now, and it may take longer to answer your call.
- For billing, payment, or account issues, call 0345 733 5566.
Our team is available from 8am to 7pm Monday to Friday, and 8am to 1pm on Saturdays, excluding bank holidays.
- For water or wastewater issues, call 0345 717 1100.
Our water and sewerage services team is available 24/7.
Email us
You can put your complaint in writing by emailing us at care@nwl.co.uk
Our team will reply to your email within 10 working days.
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.
What happens next?
After you get in touch, we will do everything we can to sort out your complaint within 10 working days.
Some complaints may take longer to fix, but we’ll keep you updated with what we’re doing and why we’re doing it.
If we can’t resolve your problem to your satisfaction, we can carry out an internal review, to make sure we've done our best for you.
Contact our Ombudsman
Within 8 weeks of us receiving your complaint we will either:
- be able to fully resolve your complaint, or
- advise you that we are still not in a position to issue our final response. In this instance, we will explain why and let you know when we expect to be able to do so.
In both cases, we'll tell you how you can contact CCW if you're unhappy with our response, or if you don't want to wait beyond 8 weeks.
You can visit CCW's website at www.ccwater.org.uk. Click here to see their consumer leaflet.
More from Northumbrian Water
When every penny counts
You're not alone. If you're struggling to pay your bill, we want to help
Talk to us about financial support
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
Find out more about Priority Services
High bills
High bills can come as a shock, and we want to help you work out how it was calculated
All about high billsDid you find what you were looking for?
Important
We’re working hard to fix a technical problem with our app, but don’t worry, you can still use your online account on our website in the meantime.
Thanks for your patience.