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Latest update

We have now re-opened one lane on the A189 Jesmond Dene Road in Newcastle, following repairs to yesterday’s burst water pipe. Traffic management remains in place.

The repair to the road has been agreed with Newcastle City Council’s highways team, and only one lane will remain open until Sunday. The repair being carried out will remove the need to return at a later date to install a permanent surface.

We are very sorry for the continued inconvenience to customers and commuters and thank them for their patience and understanding. Customers can keep up to date with updates on our Twitter account, @nwater_care.

There is currently 1 event in your area:

  • Unplanned event

    NE4 -MILVAIN AVENUE - NEWCASTLE UPON TYNE - NO WATER

    Start Date: 23 May 2017, 00:00

    We are onsite and working to resolve a burst on a water main in your area. We expect supplies to be restored by 11.30hrs. Once your supply is restored if you experience discoloured water, cloudy/milky water or a reduction in pressure please click on 'Information about types of events' below for advice. Thank you for your patience.

    Last Updated: 23 May 2017, 09:40

    Information about the types of events

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Why not try our online frequently asked question service.  Please type in your question below.

Accounts and billing

Accounts and billing

You can update your account quickly and easily using the following online services.

Online

 

Telephone

Why queue? Call our automated services which are available 24 hours a day, 365 days a year, or click the relevant online links above.

 

To make a payment or check your account balance

You will need your 12 digit customer reference number ready which can be found at the top of your bill.

 

Call our 24 hour automated service free on 0800 032 3417 (or 0191 417 5134).

 

Call our Contact Centre on 0345 733 5566, between 8am and 8pm (Monday to Friday) and 8am and 1pm (Saturday).

 

To provide a meter reading

You will need either your property reference number from the meter reading card we left you, or your 12 digit customer reference number which can be found at the top of your bill.

 

Call our 24 hour automated service free on 0800 032 3418 (or 0191 415 9375).

 

Call our Contact Centre on 0345 733 5566, between 8am and 8pm (Monday to Friday) and 8am and 1pm (Saturday).

 

Call costs – standard network charges apply. However charges from some networks or mobile phones may vary. Calls may be monitored or recorded in order to improve service quality and for staff training.

Write to us at:

Northumbrian Water
Customer Centre
PO Box 300
Durham
DH1 9WQ

Water and sewerage

Water and sewerage

Call us for enquiries regarding your water and sewerage services on 0345 717 1100

For general enquiries about water and sewerage services our phone lines are open:

8am-8pm Monday to Friday.

For water and sewerage emergencies we are open 24 hours a day 365 days a year.

For third parties who work near our assets - please view the PDF - ′Working near our assets′ - for further information and contacts.

 

Write to us at:

Northumbrian Water
Customer Centre
PO Box 300
Durham
DH1 9WQ

Report a leak or flood

Report a leak or flood

Call us to report a leak or flood on

Leaks

0800 393 084

Sewerage system floods

0800 328 7648

Our phone lines are open 24 hours a day.

Landlord enquiries

Landlord or tenant enquiries

Call us if you have any specific landlord or tenant enquiries regarding a change of tenancy on 0845 8506421

9:00am - 5:00pm, Monday to Friday 

   

For enquiries about your bill or water and sewerage services please use the telephone numbers detailed for these services.

Write to us at:

Northumbrian Water
Landlord Integrity
Abbey Road
Pity Me
Durham
DH1 9WG

Compliments and complaints

Whether you want to tell us that we have done something really well or that we could have done something better, we really want to talk.

We value our customer’s opinions and this feedback can help us shape the way we operate.

The quickest and easiest way to do this is to call; if you are contacting us about a complaint we will do whatever we can to resolve it straight away.

If this relates to your bill, call:

0345 266 0585

(Monday - Friday 08:00-20:00 and Saturday 08:00-13:00)

If this relates to your water supply or sewerage services, call:

0345 717 1100

(Monday - Friday 08:00-16:00)

Alternatively you can email us at ctn@nwl.co.uk. We will make sure you will receive a response to your email; this can take up to 10 working days.

Head office

Head office

Call our head office on 0845 604 7468

Our phone lines are open from:

8:00am - 5:15pm Monday to Friday

For enquiries about your bill or water and sewerage services please use the telephone numbers detailed for these services.

Write to us at:

Northumbrian Water
Abbey Road
Pity Me
Durham
DH1 5FJ

Email

hands on a keyboard  

You can contact us by email by completing an online form. Find out more

twitter

Follow us on our Twitter customer care account - helping with any customer service queries.

Report a leak

Leakline  

We have a duty to all our customers and to the environment to promote the wise use of water and to find and repair leaks as quickly as possible. Find out more

Keeping you informed by text

Smartphone  

You can now be informed by text message about water supply events happening in your area. Please make sure your customer contact details are up to date by telephoning us on 0345 717 1100 or by Twitter @nwater_care or via the online link below. Contact us online

Community portal

family on beach  

Our community portal is your voice in the work we do to improve your water and sewage services. Find out more

Customer research

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Share your views with us today. Find out more

Priority Services

Special assistance  

We have a wide range of services designed for customers who may need extra help. Find out more

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