Northumbrian Water Group plc Avis 

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. 🤔

Spoke too a Calvin and Vikki they where excellent help.about a name change and always I have over paid they sorted it out for me straight away they where so helpful they need a pay rise 👌

Ive jst spoke to a lady called Jane-ann at northumbria water regarding me changing my name bill as lve been married and l carnt thank this lady enough she was so helpfull and polite and expalined everything properly to me well done Jane-ann for all your help and advice

Excellent service, someone attended to my call out within an hour and was very helpful and took more time than he needed to to explain what had happened as the issue was inside the property
Call staff were excellent too

Really unimpressed with the incident yesterday where everyone was told to boil water. They knew about the problem early in the morning, but people put leaflets through the door in the evening (without ringing the bell) telling people that water must be boiled. Many people had been drinking it all day not knowing. They have our contact details, but we got no notification. Apparently they put it out on social media - but what about older people who don't use that? We don't, and we expect in the case of a health issue to be notified by phone call, email or text message. They also said, if you are ill, contact your doctor and tell them about the water. Completely unacceptable and frankly potentially dangerous for vulnerable people. I don't know how they can get away with treating people like this. Furthermore, I suddenly thought, I wonder if there is anything on twitter? I don't use it and never have but suddenly thought it's the kind of thing they might do. Then I find out that we may need to boil our water for another two days. Thanks for letting us know (not).

To say I am annoyed
Northumbria water has a problem and all water should be boiled
Due to coronavirus we are isolating
Rang Northumbria water to see if we could get some bottle water
We can’t get out to purchase water
We have to try and take food out of fridge boil water put water in fridge to cool drink repeat
Food will be left on worktop to ruin
A/ who pays my extra gas bill
B/ who pays for ruined food
Seems we are not vunerable even though we are not allowed out
Our fault for getting covid even though 3 injections
Our fault something went wrong at Northumbria water water works

Thank you Northumbria water
If we could have got out we would not have contacted you

Jenny the advisor cold transferred me in order to avoid discussing my query further. She laughed at me and was sarcastic when I was unhappy. She also lied and told me a direct debit couldn't be cancelled. It can be cancelled, she just made someone else do it. As whole, the company billed me wrong which they were at fault for. I wish I was relocating so I didn't have to pay these cretins any money. Honestly, I've seen better customer support from children doing early years role-play as shop keepers. Get a new job or try harder.

Link sent by NWL did not work, but the work carried out recently was 5 star, as were the staff who carried out the work. Great service in replacing Mains stop cock.

If I had not been up early, I wouldn't have been aware of our lack of a water supply. As I was talking to a very helpful lady, the problem was already being dealt with, and the water back on moments later.

When you have the Monopoly of water you can treat yoir customers like garbage

The drainage outside my house is not working properly,every time it rains hard it floods and the water reaches my electric gates and ruins my motors.

This has happened 3 times now,I have contacted Northumbria water many times,sent them videos,they owe me £2000 in damages,I refused to pay my bill until they fixed the issue outside my house and pay me my damages,bare in mind my first contact with them regarding this was in 2017 (3/4 years go)
So they put on a default on my credit file and force me to pay them and the issue is still there,they are not providing me with the service they charge for (water and drainage from my property) water should be opened up for other companies to supply,it shouldn’t be a monopoly for one company who go around shafting they customers,they have ruined my credit for 6 years now which will cost me hundreds of thousands in losses,I wish I could go to another provider but sadly I’m shackled to these gangsters

Garbage customer service, send me a text message saying they had tried to contact me saying i suddenly was using 3000 litres a day of water (1 week after they read my water meter!), explained to them that a i am out of the country, and b. there is no water leak in my top floor flat in a block and that there must be an issue in the connecting pipework from the meter to my property of which i have no access or control over...........so in other words i reported a leak, they done nothing , and claimed i was infact suddenly using an olympic pools worth of water a day in my flat (when i am not there), and that the water meter does not lie , completely ignorant to any discussion about a leak or a technical fault with the meter reader, which is still going round and round as we speak even after i have turned off the water stop in my flat, joke company out to try and rip you off owned by chinese con men

Excellent customer service and friendly people on the end of the phone.

Excellent service from northumbrian water, called them regarding a blocked drain which was on our property but we were unsure if it was the main sewers that were blocked, within 2 hours they came out to us checked everything and found it was our drain to be the issue, as a gesture of goodwill they unblocked the drain for us. Really happy with this service thank you so much!

Absolutely a licence to print money, a monopoly. Bases use on readings from another supplier how is this allowed under data protection laws. I use water therapy for disabled dog drained off as surface water. Doesn’t go through their drains but I’m still charged and have to prove my innocence. Chinese owned, this needs to stop.

Totally rip of for water!!! £50 another I live with my 2 small children. I don't do anything drastic and it's that much BUT the main issue has been since yesterday my water taste like full on household bleece. I do not use bleech on my glasses or anything to do with washing up so that's out of the equation.... I tried 3 different cups all of which taste the same I left it over night and its still as strong today the taste. Its not just me I've had family members taste too. I wanr a full water test on this water immediately I will not let this go because something is not right. I know in the past its tasted strange and that's been due to pipe disturbances but this is so chemically its just like bleech.

For the last 18 months they have bombarded me with phone calls and letters saying my meter readings are too low They changed the meter yet I still received letters saying readings too low one was sent 3 months after they changed the meter saying they needed to change the meter During this period all of my bills increased by over 50 pounds I received a letter on Wednesday once again stating they had read my meter and readings were too low howling receiver a bill on Friday which is over £60 more I check bill and it’s an estimated bill I then check other bills and according to Northumbria water they haven’t read my meter in 18 months I then contact them and they admit they do have actual readings I ask to make a formal complaint and am told they are unsure of the paperwork required for this i ask too speak to a manager surprise surprise no one available They offer to call me back I explain that I had to remove my phone number as despite me advising them of my working hours and requested they don’t call during working hours they have repeatedly ignored me and bombarded me with phone calls about low meter readings during these times I again ask for letter to be sent acknowledging formal complaint and i am again told that they are not sure about how to do this I then receive an email saying bill is cancelled and new on will be issued and this is the end of the matter I believe this was a deliberate act by Northumbria Water to extort money that isn’t owed from me and if it was any other company I would dispense with their services and sue for my money back It is disgraceful that this company is allowed to run a service that you can’t seek alternative suppliers for I will be making a formal complaint to the regulator

I was buying a house in an area near a sewage works and asked if they had any odour complaints or odour reports on the sewage works. They said as I didn't own the house they couldn't give the information out under GDPR rules!! RIDICULOUS!! I was asking about a sewage works, and didn't give details of which house I was buying. Bad smells are very very very public! GDPR doesn't apply.

terrible experience thus far - using precious hours rectifying an issue that should never have been mine in the first place.