Northumbrian Water Group plc Anmeldelser 

Useless. Hiked my bill out of no where sat I basically used enough water for 2-3 swimming pools. We have NO leaks it seems like they are just making it up and can never give me a reason why there is 3 in our house and the amount we are getting charge is ludicrous. We contacted customer service by email and of course they are part of the copy and paste guide as the company does not let them think for themselves. Water is a human right not a thing they should be aloud to rip us off with!

I have needed to call Northumbrian Water on a couple of occasions over the years, and both times the experience has been outstanding and nigh-on impossible to fault.

On one occasion, my water supply was accidentally contaminated with grit, which broke all my water appliances. Northumbrian Water immediately sent a supply engineer and resolved the issues on the same day using their professional contractors.

Most recently, I had a sewage leak into my yard. I called Northumbrian Water, who attended that morning with their contractor to inspect the situation. They provided clear guidance on the next steps, including the need for a dedicated inspect chamber fitting.

On both occasions, my contacts with Northumbrian Water were handled professionally, quickly, and in a friendly manner at all stages. Thank you for continuing to provide such exemplary service.

Myself and my next door neighbour discovered a blocked drain outside our property, we called Northumbria Water, and they came out within 4 hours and unblocked the blockage with a great deal of efficiency and professionalism. Highly satisfied the way they went about unblocking the blockage.

Disgusting.

These rip off merchants make me sick.

I had no choice but to enter a DRO. Before the DRO went live, I submitted 4 online applications between February and May 2026 for the Low Income Scheme, where NWL say they can reduce your bill by up to 50%. Their online system told me I was ineligible for help each time I applied, but friends were insistent that I was eligible.

My DRO went through in June. NWL closed the account (badly) and re-opened a new one.

I've just spoken to Karen and she tells me that I am in fact, ELIGIBLE for the Low Income Scheme. Obviously, that means that the bills I was paying on my old account were for higher amounts than they should have been, so I asked whether the Low Income Scheme discount could be taken back to the date I first applied for help.

After a long hold, I was told no.

So. NWL have charged me more than I should have paid, refused help when I was eligible and won't refund or account for the overpayments made to my old account.

THEIVES. DISGUSTING.

I simply wanted an explanation as to why Northumbrian Water adopted the term Living Water, because I view living water as contaminated water (e.g. South West water incident where they were fined for coryptosporidium in the drinking water). To date I have received only Corporate diarrhea in response and no explanation as top why the chose the term living water, their interpretation of the term and what image are trying to conveyn to their customers.

I reported a leak on my water meter on the water board WhatsApp and they responded very quickly and had a plan in place to sort my leak

Just had leak at 9pm last night. Phoned wsterboard.leak fixed 10pm brilliant.

Northumbrian Water have been great from the start with excellent customer service from Becky on the phone, Lloyd the initial inspector and then Gary the plumber. Becky was very helpful organising the initial visit by Lloyd due to problems with water not flowing from my water meter to the house. Lloyd was easy to talk things through with and though he couldn't fix the problem he managed to get the water to feed into the house then arranged the next step. Gary was fantastic and instantly knew where the problem lay and therefore finally sorted the blockage and replaced the damaged outside tap for me. Even though the situation was very stressful I felt confident that it would be sorted and was kept informed every step of the way. As I work full time they even took the courtesy to ring me when they were on their way so that I didn't have to wait around for hours.
Could not fault the care and workmanship so definitely deserves 5 stars.

They don`t do monthly billing. And they do not have that they payment system is actually a money holding service. And that is not clearly stipulated as been such a service. I do not need this service. You click on a link of why am I in credit to find out this information, on they app.

People will be better off putting they money in a savings account or other interest generating scheme.

This service is more for people who can not manage they own money.

Fact that this is not clearly stipulated, I wonder if it breaks any regulations on holding people's money. And you only do billing every 6 months. Even if it is a month to month tenancy. Unlike electric and gas pay as go.

It currently says £33 money projected every month and has not changed. Yet, I will now be ignoring this system as I do not need a money holding service, until I get a proper invoice bill of breakdown of costs and fees. And will just have to wait until September 2026 apparently or if and when tenancy may or may not be terminated by landlord.

These Pirates ignore 3 E Mails that I have sent asking them to credit my account with the FULL costs of my in credit money that is legally mine.
THEY HAVE REFUSED TO ANSWER ALL E MAILS. !!!!

I moved houses and changed banks at the same time and NWL Direct Debit slipped under the radar. I received a letter from NWL about the Direct Debit failure and the added charge of £6.95 on top of the bill. I called NWL Customer Service and my call was answered by Sue. After briefly explaining the situation and that was just a misunderstanding Sue very quickly fixed everything: she waived the added charge, took the outstanding payment over the phone and set up the Direct Debit against my new bank account. Overall, pleasant experience.

Left negative review 24/4/26 stating how they will trick and trap you in to paying excess charges. Tuesday I phoned them again 6th iccasion after they sent me my updated bill. It’s still way over what it should be due their handy estimated readings. I have told them to do new readings and send me the correct bill. Will update this review later

Well we all accept burst pipes affect each and everyone of us but when NWB tell you to run your taps for 40 minutes who foots the bill for people with meters ....then trying asking a question to the Robot ...really ?

It has now been 6 months (see two previous reviews) since NWL dug up my drive for no reason, admitted they wanted to refit a broken meter and have been guesstimating my bills for now over two years.

After ‘repairing’ my drive which left sunken areas and gaps with no blocks as they had buried them, they returned and laid completely different colour blocks in the gaps. This was despite taking two of mine to colour match them. The man who turned up to lay them was so embarrassed he suggested digging up a different area and lining the wheelie bins up over them. I ended up painting them to try and vaguely blend in.

I raised the issue of my two -year guesstimated bill for the third time again today, they will ring me back, like they said last time.

I never received the £50-£70 compensation they told me I would receive.

I have rang three times now for information for my insurance and once they gave generic pointless info, and the second time they sent a long list of irrelevant information on a separate issue that, had occurred 2 months later and tried to pass it off as the same day.

They don’t take notes, they don’t record anything, they don’t follow up and they don’t honour their promises.

For decades I have been paying significantly higher water bills than my next door neighbours, despite having lower usage. My bills kept rising even as I cut back on water consumption. After paying these inflated charges for years, I finally commissioned a private survey to understand what was going on.
The survey uncovered a major issue: my property and my neighbours’ property share the same incoming water pipe, with the supply entering my home first. This means I have been paying for part of their water usage for an unknown number of years. This is not a minor error - it is a long term overcharge caused by the way Northumbrian Water’s infrastructure was set up.
Northumbrian Water eventually came out on 3 October and installed a meter on the pipe that enters my property. At the time, I was told I would be contacted about the next steps and how the historic overcharging would be addressed.
It is now six months later, and I have received no update, no explanation, and no progress. For an issue that has financially affected me for decades, this level of silence is unacceptable.
I am still waiting for:
• An explanation for the six month delay
• A plan to permanently resolve the shared supply issue
• A full review of my billing history
• A calculation of the overpayments I have made
• A timeline for reimbursement
Northumbrian Water has had more than enough time to respond. The lack of communication and accountability is extremely disappointing, especially given the seriousness of the issue and the length of time I have been overcharged. I hope Northumbrian Water will now respond to this.

Totally incompetent.

Blaming/Charging me water usage for a non-existent leak, despite their engineers confirming on 2 occasions that there is no leak. All whilst abroad with internal water turned off.

Cannot accept that their "smart meter" may not be that "smart".

They don't care ultimately. They have a monopoly on water supply in the region.

They're coming in 3 weeks to check the smart meter. ie kick the tyres.

Had a drain blocked, first time ever to call Northumbria water, within four hours, jack was there and solved the problem, Jack was excellent

I've just finished speaking to Hailee who advised me where to locate outside water meter. 10/10 for her patience and help today.

Customer service was excellent. Answered my query and arranged a technician at the first available time slot

Have just used the WhatsApp to sort out an issue, the agent Molly was excellent and answered my queries very promptly. makes a nice change for quick and efficient service.