Customer care

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 will take longer to answer your call. Please only call if your issue is urgent.

Help keep our phone lines free for emergencies and our vulnerable customers.

For billing, payment, or account issues, call 0345 733 5566.

Our team is available from 8am to 7pm Monday to Friday, and 9am 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.