About us



Our promises to you

We make a number of promises, or commitments, to our customers. The main ones are that we will provide a reliable and sufficient supply of clean, clear drinking water that tastes good, and we will provide an effective sewerage service. We also promise to deliver certain things in areas such as the environment, customer service, communities and our people.

Our customers and stakeholders tell us they want to know how we are doing against these commitments so it’s really important that we measure and record them accurately, and make the information available and clear to those who are interested.

Draft Assurance Plan

We’re working hard to make sure we provide you with the right information you need and want. This is our draft Assurance Plan. It outlines how we plan to assure (check) that we’re on the right track with the things we have committed to do for you.

At the time of writing this report we said that we had retained our targeted status, and were awaiting the results of Ofwat’s company monitoring framework assessment for 2017. Since then we are delighted to announce that we have now achieved self-assurance, which is the highest level of assurance we could receive – we are one of only three water companies that achieved self-assurance.

This lets us know that Ofwat and our customers have a very high level of trust and confidence in our governance and assurance arrangements. Assessments are made around a number of categories and in two of these; assurance plan and data assurance summary, we achieved “exceeds expectations”.

Downloadable content

How can you get involved?


Are you interested in knowing more about your water and wastewater company? We can draft this plan but who better to help us develop the finished version than our customers? You can tell us what you need and want from your water company.

We’re carrying out a consultation period and during which, we want your views on the commitments we are making to you, how we assess ourselves, and how we tell you about the results.

Once you’ve read this plan, we’d love to hear what you think. Your views are really important to us.

Click here to HAVEYOURSAY on our plan.

To have your say, please respond to this consultation before Friday 12 January 2018. You can email assurance@nwl.co.uk.


Your views are really important to us. As a thank you, everyone who gives us feedback on our draft Assurance Plan Summary before Friday 12 January 2018 will be entered into a prize draw with the chance to win an iPad.

The information we, Northumbrian Water, collect from you now will only be used to administer this prize draw and for market research and will not be used for any other purpose. However, if you do not want us to keep you informed by mail, phone or email of products and services which may be of interest to you please let us know by emailing HAVEYOURSAY@nwl.co.uk.

Terms and conditions: The prize is non-transferable. The winner is not able to specify a colour for the product. The competition closes on Friday 12 January 2018. There will be one winner selected at random. The winner(s) will be notified by the contact details they provide. Only one entry allowed per household. Entrants must be over 18. The competition is not open to employees of Northumbrian Water/Essex & Suffolk Water. Winners details will not be published anywhere but will be available to members of the public by request to HAVEYOURSAY@nwl.co.uk. The prize will be sent to the winner by Friday 23 February 2018. By entering the draw you are consenting to these terms and conditions.

We live water

Girl in the rain  

We make sure that our customers are well informed about our services and are at the heart of everything we do. This website gives you an insight into the work we do. Find out more

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