This help centre is here to answer some questions we've had from our customers and communities.
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.
You can use our website to:
It's quick and easy to create an online account at www.nwl.co.uk/register
We're here to help all our customers who need it.
If you're struggling to pay your bill, we can help. We have lots of financial help schemes, from discounts to bill caps. We know everyone's situation is different, so please get in touch to talk about what we can do for you.
You can apply for a payment break online. The form is very simple and we will try to get back to your application within 10 working days. Please note, we are very busy helping lots of customers who have been affected by COVID-19, so we may take longer to respond.
Like everyone else, we’ve been advised to stop non-essential contact with other members of the public where possible.
This means appointments and events are being rearranged, and we might need to ask you a few more questions than usual if we’re carrying out home visits.
If we have not been in touch with you yet, and you feel unwell or would prefer to rearrange, please call us on 0345 717 1100 or send us a Facebook Message.
Our top priority is keeping our teams, customers and communities safe. Thanks for your patience.
We know that the COVID19 virus cannot be transferred via water. So there is no risk to our customers and your drinking water. We are confident that any trace of the virus would be eliminated very effectively by water treatment, especially chlorination.
And any virus present in sewage would be substantially removed by wastewater treatment and undergo deterioration and loss of infectivity in the environment.
No, there's no chance we will run out of water. Please remember to put your safety and hygiene first.
There are ways we can still save water during this time. When washing your hands, turn the tap off, before using the water to rinse.
If you're working from home, only fill the kettle as much as you need for your hot drinks. This will save water and save energy!
Use your favourite song to keep time in the shower.
Use any water-fed appliances like dishwashers and washing machines on the eco setting.
All these tips will help keep bills and wasted water down.
No, we have a large, skilled team. They're working even harder to make sure you continue to get your water and sewerage services.
We're taking extra precautions by training more staff and putting restrictions in place on home visits to help keep everyone healthy.
Report urgent issues with your sewerage as soon as you can. Call us on 0345 717 1100.
Urgent issues include sewer flooding and blocked sewers.
Please be aware, some public drains and sewers are the council's responsibility and we cannot carry out work on them.
We also cannot carry out work on private sewer blockages.
To help prevent blockages, please bin wipes, kitchen roll, cotton pads and buds and sanitary products.
Call us on 0345 717 1100 to report serious blockages.
Private and some public drains and sewers do not belong to us, therefore we cannot carry out work on them.
Please help prevent blockages by binning wipes, kitchen roll, cotton buds and pads and sanitary products.
Try our "Report a problem" form. It's important we know about issues such as pollution, so please call for serious issues such as sewer flooding, serious pollution and blockages on our network during this busy time.
Due to COVID-19 (Coronavirus) and our efforts to follow government guidance, our teams are currently operating from home. We are still working very hard behind the scenes to try and keep in touch with our customers as much as we can. However, we are adapting to working in alternative ways and as a result our service offering to you may look different and feel different including it taking a little longer than normal for us to respond to your queries. We are sincerely sorry for this. But, we hope that you understand that our staff’s health and safety is first and foremost at the current time.
To avoid any delay in the processing of applications and/or payments, we would encourage you to submit applications by email and make payments by BACS using a debit/credit card where possible.
We are continuing to respond to local authority planning consultations, and are endeavoring to respond within our usual 21 day consultation period. We may need to seek an extension to this in specific instances to allow for internal consultation with our technical support teams.
Further information can be found within our Developers section.
We understand that the advice to isolate has caused a lot of disruption.
If you are struggling to pay your bill, for any reason, please let us know.
We have lots of ways we can help, from discounts to bill limits.
Find out more at www.nwl.co.uk/bill-help.
You can make payments online, with our app, by bank transfer and more.
If you normally pay with cash at a PayPoint, you can make one off payments by card with our app, or with our website. It's much quicker to make payments with an online account, but don't worry, you don't need an account to pay.
If you have a water meter, your bill may go up slightly.
The increase will be very small, so please remember your hygiene and safety comes first.
No, at times like these, hygiene is more important than ever. If you're struggling to pay your bill, please talk to us, by Facebook Messenger or calling 0345 733 5566. We will do everything we can to support you.
It's quick and easy to tell us you're moving home online. Click here to get started!
Our contact centres are really busy, so please only contact us if you have an urgent issue with your water or sewerage services.
Use our website to:
Yes, but you must be authorised on the account. To make sure you're authorised, please use Facebook Messenger, or call 0345 733 5566. Please be aware, our advisors are very busy at this time, and there may be a queue.
As an authorised person on the business account, you can create an online account with your own personal information. This means once you're logged in, you can see all the accounts you manage in one place.
Please note, you can only manage 10 customer accounts online.