Our quarterly newsletter
Welcome to Newsdrop
Newsdrop is our new quarterly newsletter, bringing you the latest news, updates and useful information about your water and wastewater services.
Every few months, we'll focus on the things you've told us matter most. We hope you enjoy reading it and find it helpful.
If you'd like to receive future editions straight to your inbox, log in your online account and update your communication preferences in your profile.
In the news - October Edition
Helping to protect water resources
Thank you to everyone who has been using water wisely. Small changes at home can make a big difference, helping to keep water flowing for local communities, wildlife, and the places we all enjoy across our region. Our highest demand day in September used 723 million litres in one day, 25 million less than August.
Thanks to your efforts, we're in a stronger position than we were a few months ago, but there's still more we can do together to help look after this precious resource. We're continuing to find and fix leaks, improve our network and keep a close eye on water levels. By working together, we can help protect water for people, places, and nature, now and for the future.
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Find improvements in your area
Improving County Durham and Darlington now, and for the future
Pelton environmental improvements
We’re investing £8 million across Pelton to improve the local environment. This work aims to reduce storm overflow spills and protect the Chester Burn and connected watercourses. Work is expected to complete in spring 2027.
Part of this work was recently completed at Southfields, where the team has been working close to Pelton Community Primary School. The second of two projects is also now underway, on the land south of The Wynd. We're working with our partner, Avove, to deliver this work.
Trimdon environmental improvements
Work is starting on an £8.3 million investment to protect and improve the water quality in the River Skerne.
We’re upgrading our sewage treatment works in Trimdon to improve the quality of treated water returned to the environment. This includes new processes to remove phosphorus helping to improve the health of the local river.
We're working with our partner, Costain, to prepare the work site. This started in October and will run until the end of 2026. The main construction work will then start in January until summer 2027.
Find out more about projects happening in your area on our Community Hub (opens new window), where you can also sign up to receive updates by email.
Making a splash in the community
Our colleagues have been proudly supporting the community-led revival of Weardale Pool in County Durham through our Just an Hour volunteering programme. They rolled up their sleeves to tackle a range of jobs, from pumping out three years' worth of debris from the pool and carrying out gardening and maintenance work, to clearing and organising storage areas.
We were also delighted to donate PPE to help keep volunteers safe and provided a mobile phone for fundraising activities. With the project aiming to reopen the much-loved pool in 2027, we're delighted to play a small part in helping bring this treasured community asset back to life.
Supporting a fantastic local cause in Darlington
Our Tees Wastewater Network team recently spent the day volunteering at Clervaux Garden School in Darlington as part of our Just an Hour programme. The charity provides invaluable support and opportunities for people with autism, making a positive impact across the local community.
Colleagues rolled up their sleeves to tackle a range of maintenance tasks around the farm, helping to keep the site looking its best, and even took time to meet some of the animals along the way. It was a rewarding day of teamwork, giving back and supporting a fantastic local organisation.
If you would like some Northumbrian Water volunteers to support your community please email JustAnHour@nwl.co.uk.
Improving Teesside now, and for the future
Marske Wastewater Treatment Works
We’re working with our partner, United Infrastructure, on our £2.2 million investment to upgrade Marske Wastewater Treatment Works, helping to keep the site reliable for the future and ensuring treated water continues to meet high environmental standards.
This includes the cleaning, inspection and refurbishment of key treatment tanks, alongside the renewal of aeration pipework and diffusers. Two of the site's four large treatment tanks have already been replaced, with work on the third tank due to start in the next few months. All four tanks are expected to be completed by the end of March 2027.
Along with this work, we’re also planning up to £200 million investment to significantly reduce spills from 14 storm overflows in and around the Marske and Guisborough area.
Stockton environmental improvements
Investment of more than £56 million is being planned to protect the environment in and around Stockton by reducing spills from storm overflows. 
Across two projects, we are looking to carry out work on our network and assets that will improve the performance of 21 storm overflows. Work is expected to start in 2027 and will help manage heavy rainfall by keeping more rainwater out of the sewer network and providing extra storage when it's needed. 
As plans develop, we will work to keep the community informed about exact details of what they can expect to see in their area, and the local benefits this will bring. Work is anticipated to be completed by March 2030. 
Find out more about projects happening in your area on our Community Hub (opens new window), where you can also sign up to receive updates by email.
Walking the North Yorkshire coast for an important cause
In August, colleagues from our Information Systems team walked a gruelling 21 miles down the North Yorkshire coast in support of the Mouth Cancer Foundation and their teammate, John Taylor. The team raised over £1,600 for the charity, which provides vital support and information to help patients, families and health professionals.
Walking from Saltburn-by-the-Sea to Whitby, they enjoyed the 'amazing scenery, plenty of hills and more than a few evil steps'. A fantastic achievement which has helped the Mouth Cancer Foundation continue its work and raise awareness of a condition that often goes undetected until it is too late.
If you would like some Northumbrian Water volunteers to support your community please email JustAnHour@nwl.co.uk.
Improving Northumberland now, and for the future
Pegswood wastewater network upgrade
With our partner Mott MacDonald Bentley, we have begun work on a £9.4 million investment in Pegswood that will improve water quality and the reliability of the local wastewater network and help protect the natural environment.
The project includes upgrades to Pegswood Wastewater Treatment Works that will reduce storm overflow spills, as well as construction of a new 1.5km pipeline that will return treated water to the River Wansbeck.
Together, these improvements will help reduce the risk of sewer flooding and protect the local environment, now and in the future. This work is due to be completed by December 2027.
Barrasford eel screens
Work has started on an £11.8 million project to deliver new eel protection screens at Barrasford Raw Water Pumping Station. The screens will help protect local wildlife by preventing eels from entering the pumping station, supporting local eel populations and improving the River Tyne.
The work forms part of our ongoing commitment to protecting and enhancing the natural environment while maintaining essential water services for our customers and communities.
To deliver this project, we're working with Mott MacDonald Bentley, which specialises in different aspects of the work. The work is due to be completed in December 2028.
Find out more about projects happening in your area on our Community Hub (opens new window), where you can also sign up to receive updates by email.
Supporting nature at Kielder Forest
As part of our Just an Hour volunteering programme, our water supply team recently swapped their desks for the great outdoors at Kielder Forest. The team spent the day helping to protect and restore the local environment by removing invasive plant species and planting 40 new ferns to support biodiversity and healthy habitats. Their efforts will help the area thrive for years to come. From enhancing local wildlife to strengthening team connections, the day demonstrated how volunteering can make a lasting difference for both the environment and the communities we serve.
If you would like some Northumbrian Water volunteers to support your community please email JustAnHour@nwl.co.uk.
Improving Wearside now, and for the future
Washington environmental improvements
As part of the national Water Industry National Environment Programme (WINEP) (opens in a new window), we're investing around £5.5 million to improve our wastewater network in Washington.
This investment will help reduce the amount of rainwater entering the wastewater network during heavy rainfall, helping to protect river water quality.
We're currently developing our plans and carrying out surveys to help us identify the best approach. We'll continue to keep local residents and businesses updated as the project progresses and share more information as it becomes available.
The project will focus on key areas within the community, including locations near George Washington Primary School and Don Gardens. Work is expected to start in early 2027 for two years and will be delivered by our partners Esh-Stantec.
Sedgeletch environmental improvements
We have started constructing a new pipeline to change where fully treated water from our Sedgeletch Treatment Works returns to the environment. Moving this point from Herrington Burn into the River Wear at Chartershaugh Bridge helps to protect and improve water quality in the burn and gives greater dilution and dispersion of that treated water, which is even better for the environment.
We’re also developing plans to reduce spills from four storm overflows in the Houghton-le-Spring area. We're working with our partner Avove to deliver this £11 million investment. This work is due to complete in September 2027.
Find out more about projects happening in your area on our Community Hub (opens new window), where you can also sign up to receive updates by email.
Volunteers refresh outdoor spaces for Sunderland pupils
In September, a team of colleagues spent the day volunteering at The Link School in Sunderland as part of our Just an Hour programme. Swapping their desks for gardening tools, they rolled up their sleeves to prune, tidy and refresh the school's outdoor spaces, helping to create a more welcoming environment for pupils and staff.
Head Teacher Victoria praised the team's efforts, saying their hard work had made a tremendous difference and transformed the outdoor areas into spaces that are more attractive, enjoyable and accessible for everyone. It's fantastic to see our colleagues making a positive impact in the communities we serve and giving their time to support local causes.
Giving items a second life to help Southwick Community Hub thrive
We're proud to have supported the opening of Southwick Community Hub by donating furniture, office equipment and work gloves following the refurbishment of our Durham head office. Rather than sending quality items to landfill, we wanted to give them a second life by helping create a welcoming space for local children, families and people experiencing social isolation.
Through our Just an Hour volunteering scheme, colleagues also helped with deliveries. It's fantastic to play a small part in a project that will make such a positive difference to the local community.
If you would like some Northumbrian Water volunteers to support your community please email JustAnHour@nwl.co.uk.
Improving Tyneside now, and for the future
Ouseburn, Killingworth and Longbenton wastewater improvements
We’re investing £6 million to improve the wastewater network in the Ouseburn, Killingworth and Longbenton.
The team is ahead of schedule with work in Killingworth and phase two of the work in Longbenton due to start in November 2026. This upgrade work is designed to reduce the number of storm overflow spills into the Ouseburn, while improving the reliability of the sewer network during heavy rainfall.
To deliver this project, we're working with Esh-Stantec, which specialise in different aspects of the work.
Salters Road West water pipe upgrades
We are investing £4 million to upgrade water pipes in the Salters Lane area of Newcastle. The upgrade will help strengthen the local water network, reduce the risk of future bursts, and support a reliable water supply for years to come.
The project will be delivered by our partner, United Infrastructure Ltd, and is expected to be completed by February 2028. We will complete the work in phases to help minimise disruption wherever possible and will keep customers updated as the project progresses.
Find out more about projects happening in your area on our Community Hub (opens new window), where you can also sign up to receive updates by email.
Making waves for the environment
More than 20 of our engineering colleagues recently took part in a beach clean between North Shields Fish Quay and Tynemouth Beach as part of our Just an Hour volunteering programme. Now in its fifth year, the annual clean-up saw the team collect their biggest haul of litter yet.
Over four hours, volunteers filled more than 30 bags with items including cigarette butts, plastic bags, and food packaging. Their efforts have helped remove around 120 bags of rubbish from the coastline over the past five years, helping to keep this much-loved stretch of beach clean and enjoyable for everyone.
Walking for a cause along Hadrian's Wall
Our Academy Service Centre Coordinator, Stefanie, recently completed an impressive 17-mile walk along Hadrian’s Wall in support of Marie Curie. Driven by the memory of her dad and other close friends and family members, she raised more than £200 through generous donations and our Cheque it Out colleague sponsorship programme.
Accompanied by her dog, Syd, Stefanie also visited the Marie Curie Hospice in Newcastle to present her donation in person. A fantastic achievement and a wonderful example of supporting a cause close to the heart.
If you would like some Northumbrian Water volunteers to support your community please email JustAnHour@nwl.co.uk.
Staying safe this cyber security awareness month
We work hard to make our online services simple, accessible, and convenient to use. More than half of the contacts we receive from customers each month are now through digital channels.
October is Cyber Security Awareness Month, it's also a good time to remember to stay safe online. Online scams are becoming more common, but there are some simple steps you can take to help protect your personal information and reduce the risk of fraud:
- Make sure you use a different password or passphrase for each of your accounts. That way if criminals get access to one, they can’t use that to get into all your other accounts.
- Check emails and text messages before clicking links or sharing information, particularly if a message seems unexpected or creates a sense of urgency.
- If you receive a communication from Northumbrian Water that you think may not be genuine, you can contact us.
Helping local nature thrive
Our Branch Out (opens in a new window) programme is helping nature and communities flourish together. Since 2020, we've invested more than £1 million in local environmental projects, supporting habitat restoration, wetland creation, and river improvements across our region.
The programme has helped create or enhance 260 hectares of valuable wildlife habitat, improved over 1,350km of riverside environment and connected more than 335,000 people with nature, leaving a lasting positive impact for wildlife and local communities alike. This is just one of the many ways we're working to make a positive difference across the region. You can find out more in our Sustainability Report (opens in a new window), which shares the progress we've made, the challenges we're working through and how we're supporting customers, communities, and the environment for the future.
If you, or your organisation, are involved in a project, you can apply for Branch Out funding (opens in a new window).
How are we doing, really?
Our customers tell us they value honesty and transparency about how we are performing. That’s why each year we share an annual report (opens in a new window) on how we're meeting the outcomes we set in our business plan.
Here are some of the top things you might find interesting:
- More than 161,000 customers received financial or practical support through social tariffs, payment assistance and tailored services. Our goal is to eradicate water poverty by 2030.
- Our Priority Services Register now supports 14.4% of customers.
- We have ranked first for customer experience in the Ofwat industry-wide league table for the last two years.
- We have tackled flooding reducing incidents by 34%.
- With the use of smart technology and smart meter installations, we are finding leaks faster and using water more efficiently. We’ve reduced leakage by an average 11.9 megalitres per day.
- We reduced our average number of spills per storm overflow to 17.7, exceeding our pledge to achieve a level of 20 average spills by 2025. We know there is still more to do, which is why we’re investing over £1 billion over the next five years to reduce average spills to 14 by 2030.
Finally, in September 2026, we became the first water company in the world to achieve the Service Excellence Kitemark™ by the British Standards Institution (BSI) for outstanding service to customers.
Have your say
Your feedback helps us improve our water and wastewater services. There are lots of ways to have your say and tell us the things that matter most to you.
Join our online community of colleagues and customers through Have Your Say (opens in a new window).
Want to know what's happening in your area?
Did you know, the most asked question by customers is: “Why are you working in my area?”
There are lots of reasons we might be working in your area, including fixing a burst main, a water leak, low pressure or no water issues, or routine network and sewer maintenance.
It’s easy to find out what’s going on in your area with our helpful checking tool or you can visit our Community Hub (opens in a new window) to see how we’re investing to improve wastewater and water services near you.
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