Northumbrian Water Group plc Avis 

The worst service ! Northumbrian water came and fixed a leak on an outside tap in garage in October as a ‘gesture of good will’ - they capped it off. I’ve just got my new bill which has gone from £21 to £44 per month! I live alone ! Turns out part of the pipe in the ground attached to the part they capped off had been leaking since they came out. Lovely man came out yesterday from NW and confirmed it was caused by them and they would fix it. Another man from NW had come today and said they won’t fix it as the don’t want to accept liability incase any thing goes wrong, as it’s my property bounds. I’m honestly speechless and so disappointed. NW have caused this issue and now wont help me put it right. Waiting for a call back from a manager while my anxiety is through the roof

Just want to add the man who helped in October was amazing and so helpful. It would be great if he could come take a look as he was involved in the beginning

I am appalled that this can company can put my monthly direct debit up when they feel like it, with no reason, as my payments cover my usage. My attempts to sort this out were frustrated by their useless chat 'service'. A phone call this morning was equally frustrating, with an advisor who wanted to put me through to another department even when I explained I'd had the runaround already and asked her to rectify it with them.

I had A leaky toilet and Northumbrian water arranged a company to come and fix it free of charge. The service was excellent and arranged very quickly by a company called John n Dunn . Thank you very much

Anglian water took over the water supply from Hartlepool water. Anglian bill their customers for water supply per cubic meter of water but apply a 10% discount on the Sewerage charge to allow for water not going down the drains ie hosepipe use on gardens etc. However because Northumbrian water manage the Sewerage side, they charge 100% to Hartlepool customers and always have done. Why is this?
I don't expect a response from Northumbrian water on Trustpilot. There is no competition as there is in other utilities Gas/Electric etc and you can't change suppliers.

Over the years whenevr we have had dealings with Northumbrian water they have been nothing but amazing. We had a failed trap in a drain, and had to come out many ties, due to other homes flushing wipes. This was dealt with exceptionally well, especially when I was away for work and my wife who was house bound due to cancer treatment had to contact them. They came cleared and disinfected the area, ensuring that my wife was able to step into the garden.

As for customer services, all associates I have spoken with have been extremely friendly and courteous. They are aways happy to assist, and extremely helpful. Including the operator Steven I spoke with today

Came to our rescue when we needed help and did so so quickly as well. The three employees were lovely, helpful and me and my wife couldn't be more grateful.

Thank you so much

Can i just say a massive thank you to Northumbria water who have worked wonders today clearing our blocked drain, from my first call simply as an enquiry they stepped up and within 4 hours had the job completed. I can’t praise everyone involved enough, thank you so much

Jamie and Neil from Jet Aire did a fB clearing up of my drains and property thank so much gents of a Sunday afternoon

Amazing service. Had a blockage and fixed an issues the same day I called about it. Man who came to fix it was very friendly and helpful.

Excellent fast service for blocked pipe

We and several neighbours had issues from a blocked drainage pipe, on 1st January of all days. Within 2 hours of calling NW customer service (without having to wait in a hold queue!) we had a technician arrive to fix the blockage. Communication was great throughout the process and everyone involved was very helpful. Impressive service!

Really impressed, had to call them last night as a manhole cover up the lane had become dislodged and could have caused a nasty accident. A team was out withing 20 mins to refit it.

Absolutely cowboys and the worst water company I have ever been unfortunate to have to pay money to. Full of empty promises and lies. Do not fix issues when they say they will, lie about the payment method and say that you can pay all in one go at the end of your contract for the year, and then mess up your credit score. I hate this company, and wish I had literally any other option. I've lived in a few places now, and none have been as bad as Northumbrian. Absolutely gross behaviour from them, given that it's winter and I'm on the vulnerability register. The tried to ruin my credit score, after agreeing that I could pay at the END of the year (March 2024), forcing me to pay it all now. Honestly an awful company, and exactly why we need the water system unprivatised, as Northumbrian clearly aren't capable of looking after their customers.

Amazing customer service on WhatsApp and Live Chat. Thank you so much.

Needed to find and close stop cock on my property. Had an underfloor leak so it was urgent. Young man named Mark came and sorted the problem. A really helpful young man. Thank you

Had to contact Northumbrian water as the main drain serving 10 properties was blocked, this was during heavy rain, the lady at the call centre was very helpfull, and said she would get some one soon, true to her word the first guy arrived after about 40 minutes, the other person about 5 mins later. Cleared the problem, very helpfull, efficient, and polite Well done Northumbrian Water

have had several visits over this week due to a leak at the outside meter, meaning the drive had to be dug up, water pumped and pipe repaired (plus a few other minor problems). Every visit has been on time and completed with efficiency and politeness. When contacting the call centre for updates etc they had complete control of where we were in the process. It seemed very "joined up", with all the various staff/engineers involved knowing exactly what the state of progress was. I have been very pleasantly surprised at how a potentially awful situation was managed so very well. 10 out of 10 all round

Water is very expensive so decided to opt in for a smart water meter, turns out it’s not so smart as my bill hasn’t come down and stayed the same. We’ve used 7 cubic meters of water in 2 months which doesn’t amount to £22 a month and they’ve had 2 manual meter readings.
I also have to pay Anglia water £29 a month for drainage which is estimated by ESW, this also hasn’t been updated to reflect what we’re actually using, in fact 5 of the 7 cubic meters of water have been used on the garden, so classed as surface water, my bill shouldn’t much more than a couple of pound a month.
Please check your bills with both companies as I’ve seen discrepancies, especially Anglian water who think they can charge everyone for surface water drainage when it actually flows back to the rivers, they automatically add surface water drainage to the bill of all new customers, it’s only until you make them aware or ask if they charge for surface water they then make the changes this is deliberate fraud to maximise profits.
Both companies are con artists!
Wait until everyone realises water meters are cheaper, both companies would lose mega money and then they’ll put the prices up to compensate for the losses, their just blatantly robbing people out of their hard earned cash and flushing the waste down the rivers!

I had a water meter fitted today by a really nice guy.
He is Philip Teesdale a Plumber contracted to fit water meters in the TS area. He did a very neat job and there no mess.He was a very pleasent guy who after he had finished explained to me how it worked he answered all my questions a credit to Northumbrian water.

I had a overly high bill. NWG organised for someone to come and check the metre . Chris came out and talked me through what he was going to check and found a leak in a toilet . Chris showed excellent Customer Service . Chris made me feel so at ease and was so friendly. Great experience from NWG from Chris . Thanks

Recently I had my latest credit score and it had plummeted upon investigation I found out that even though I had confirmation nearly 4 years ago about my move away from nortumbrian waterthey had failed to amend there records even though luckily I had kept the email from them saying the had done it .
Which left me with a default account ,it states I moved in in 2020 and was still liable ,however I moved out in Nov 2019and informed them and have the corresponding email ,I also had the bill of my house sales invoice dated dec2019 and new council tax details of my new address.
This nonsense has only just come to light and has caused problems with my credit score not to mention the distress it has caused .
Thse people are beyond appalling.