Northumbrian Water Group plc Anmeldelser 

I'm paying 48 pounds a month for my water even though I live in a bedsit. My other family members don't pay that much for a house a month, so can someone explain why I'm paying this much for a bedsit please,

Fantastic company, my mother is in care and they have been brilliant with her account.

Bill was £335 for next year but wanting to set direct debit up at almost £42 per month over 12 months . Asked why and said outstanding balance was £55 . That’s because I’ve got feb and March payment to come out . Still wouldnt have it . Eventually got direct debit down to £30 per month am going to be £30 in credit by next March . Cost of living crisis people are trying to lower bills not put them up

Rang to inform them of error made at their end with figures I supplied at their request.the person I spoke to was very unhelpful & certainly not customer focused.i rang back as I was quite upset & the person I then spoke to was just the opposite.

I had a move recently and it's always really stressful having to contact all the companies to tell them about the change. NWL have been one of the easiest companies to deal with. I'm unable to use the phone which is usually a a major obstacle, but they helped me through social media. Whenever I get in touch they're always friendly and not robotic which is really nice. I gave my final meter reading and was able to get my final bill immediately instead of having to wait months. It was all very smooth.

The only problem I've had is the 'Remember me' button on the website only remembers the email, so you have to type your password every time. It would be helpful if it kept me logged in.

I do not know what has has happened to Northumbrian Water but it seems to have gone down hill with ownership changes.My troubles started some months ago when my neighbour reported strange noises (we were on shared supply)and NW said it was burst pipe underneath house which we were responaible for not them. My n eighbour had hers fixed but I had to find the money . NW put me in touch with Kent & Essex for financial support, After a lengthy wait I was told I did not qualify. I then was able to get the cost and arranged a price with them to go ahead as someone had been out to check what was needed. Nothing happened and on enquiring about the delay was told I had not paid. No one said upfront payment was required before they would do the work! most unusual practice! Another man came ou to see what was to be done and informed me I had to have a box on my wall. I objected and was told it was to help access to pipes and was com pulsory. I pointed out that no one else has a box why me? I was given tech ic al reasons which were beyond me. After numderous calls another man came out to measure up and told me the box could be put inside my house and I would not have to have my yard dug up to put in the new water pipe and disconnect the old. Aso the stop tap could be inside instead of on
outside wallMuch easier for them but involving copper pipes along my inside kichen wall. I vetoed that and said I already had a stop tap just outside my gate, newly changed by them after a flowback and flood in my yard.They made a date to come and do the job this Saturday 26th November. The box for the stop tap would go on the wall!! Yesterday an e mail arrived asking me to pay the invoice b ut what alarmed me was the work was listed as "RE-LOCATING METER TO PRIVATE YARD!"This can only refer to a water meter which I have never had and do not want There was no mention of the leaking pipe which is undermining the foundations of my house. They seem hell bent on forcing a meter on me for their benefit.I use very little water anyway as I live alone. Far from customer care and the fact I am a priority customer being 91 and disabled, they have treated me abominably and lied to me time after time. I called over two hours ago and again a short while ago to get this matter sorted and was told someone would ring me. No one has and I must leave for medica. Now I have no option but to escalate a complaint to Ofwat. I am in utter disbelief with this company. although I must add I had good response to my flood and a member of staff who though not dealing withthis matter, has tried to get someone to help.The one bright spot in a dismal saga.

We are sick to death of being hassled by this company either by text or letter. We pay every month which is the required amount so why on earth do they badger us. People are doing their best in trying circumstances so just back off and have more tact.

I had to call out Northubrian water roday due to a blockage. Neil and Jay are the guy's that came out to my property in the Billingham area, and I just want to say a huge thank you to you both. Very friendly, professional and efficient. You guy's done a fantastic job and I am extremely grateful to you, thank you again for a job well done, very much appreciated.

Can't fault them
Customer service when needed has been brilliant, prices are reasonable (everyone wants cheaper). For a water company, good all round

I contacted n w today to follow up a request for a water meter, made in March. The way I was spoken to was abhorrent and upsetting. Because I am not the account holder, my landlord is,I was unable to get any relevant information. I PAY for MY Water bills, so why can I not get to discuss my requirements.

On 24th August 2022 I received a reply to a discussion I had with this company on 7 January 2022. That reply contained lies and inaccuracies.

On that call in January, the litigation advisor, Carol, started with expressing her empathy about the past 18 months in my life when I suffered severe depression, placed on antidepressants due to suicidal thoughts, resulting from my daughter taken from me, divorce petition based on lies, Chelmsford County Court allowing the lies as it related to their employee, unlawful court judgments, corrupt child maintenance service, debt, but most of all, my Mum being diagnosed with cancer in August 2021, her health rapidly deteriorating in October 2021, and very sadly passing away in November 2021, with her funeral in December 2021.

Carol said she would talk to her manager about the default registered on my file and let me know if it could be removed. I said I would pay the balance on 20th January 2022, which I did.
I never heard again from Carol, despite us agreeing for me to call her on 20th January to make payment.

My house is sold now, I'm temporarily living with my sister whilst waiting for financial order to be resolved. The default is affecting my credit file and I reached out to this company. They responded saying they won't remove the default as they've done nothing wrong and it wouldn't be fair on other customers in similar situations.

I genuinely hope no-one is in a similar situation to what I was in, but I also appreciate people have been in far worse situations.

The reason I'm posting this is because this company has lied, is dishonest, and do not care about the customer. Carol went to talk to her manager about the default due to my personal circumstances - there was no discussion about whether they had done anything wrong as there was no dispute.

Claire Loughlin, who sent the response told me they owe me £200 as I no longer live at the address, but made payment on 20th June 2022 which was in excess of what I owe. Claire asked for my address so she could send me a cheque. Why would I want to wait for a cheque, at a time when we have the highest inflation rate for decades? I never made payment by cheque.

I replied immediately with my bank details requesting my monies are returned immediately. It takes no more than half an hour to transfer the money, but 3 days later I don't have it.

In summary, they claim to care, and ironically Claire is in the 'Customer Care Team', but all they care about is getting their money. They took mine on 20th January 2022, didn't bother to reply about the default notice on my credit file, and stuck two fingers up to me.

They took over 2 weeks to reply to my chase up, and their response was full of lies and inaccuracies. Now I have asked for my money back direct to my account, they stuck their fingers up again.

Dishonest and Uncaring.

These guys are honestly wonderful. Doing the water bill is so simple compared to everything else. It was incredibly fast and easy to set up a direct debit for the duration of my stay and I never have to think about it.
Letters are fine, very informative and pleasant. I genuinely couldn't ask for more.

ARon Johnson came to look at a blockage he was great very thorough found the issue and sorted it within 30 mins. He is certainly a credit to Northumbrian water

They take your block drive up to repair collapsed pipe ,and say you'll never no its been up , oh yes it does and won't do anything about it , they come back to to have look 20th April 2022 and said they would get back to us with what they are going to do ,my wife phoned up today and ask what's happening ? Guess what they rang up and said they are going nothing about it 16.45hrs , took them all that time ,they just thought we would forget , utter rubbish service ,block drive never they same ,

A GRIM experience. Called to sort out a problem and automated response advised possible 55 minute wait.
I gave up after 30 - - - What has happened to what was an excellent service. I'm not sure which nation owns it now but they need to sort their act out.

Around November time we had a blocked joint drain between our neighbours and our house, phoned up NWL and they sent someone out to have a look, next day they jetted the line but said they would have to come back to finish it within 3 weeks, nobody came back so I phoned them up and was told I would get a phone call to arrange again, never received the call so ended up buying draining rods and drain cleaner and cleaned it myself, what a waste of time and money the whole situation was, just had them back and they’ve done a great job

What a complete waste of oxygen these people are. I have contacted various people with regard to a query about adding another toilet but they all send me to a link online which explains nothing. I have explained on numerous times that I am not a developer just a householder and the link they keep sending me too is obviously for businesses. Ive given up tyring to get info off these numpties Pointless the lot of them.

After having a leak from my boiler and discovering that my soil pipe was backed up to the point where the condensate pipe connects to the soil stack. We called Northumbrian Water out to try and resolve the issue. Hours later a Northumbrian Water contractor turned up in a van with a young lady in the passenger seat who stayed in the van on her phone (I’m still wondering if this company has insurance to carry private persons in the their works vans). The contractor did nothing other than lift the manhole cover on my two neighbours properties and then stated that the matter was a private issue. I therefore had to pay £230 for Dynorod to come and clear the blockage. The Northumbrian Water contractor seemed to spend more time trying to find excuses why he couldn’t resolve the matter so that he could get back to his female passenger before leaving us in the proverbial! However, the Dynorod contractor who attended was brilliant and provided us with a report saying that he had to use 10m worth of rodding equipment to resolve the blockage which would place the problem outside of the boundaries of my property and have provided us with a written report to that effect but Northumbrian Water are still insisting that it wasn’t their responsibility and the written report of 10m is irrelevant.

Amazing customer service experience! My nana was having trouble getting through on the phone so I used the Facebook messaging service and spoke to Jenny. She arranged to call my nana the same day at a time suitable for her and called exactly when she said she would. Such a positive experience.

I don't know what has happened to this company , thier call centre is so hard to reach. I can't do what I need online. I think they need a good shake up at top levels. 🤔