Northumbrian Water Group plc Reviews 172

Our water supply suddenly went off. After doing the usual recommended checks we rang for help. Sunday afternoon and an immediate response from the call centre and the engineer. We were back on within an hour! Excellent service.

Amazing service from start to finish - staff super lovely and very professional. Thanks

Thankyou to all the lads who came out to sort our stoptap last week, especially the technicians and the late night plumber. Thankyou all of you

It matters not what time of day or what day the call wait time never drops below 30 minutes. 2024/25 price increase 11.49% and its clearly not being spent on staffing!!!
Terrible business collects whats free and charges us for the privilage of being soaked!!!

Every interaction has always been of the highest service. Most recent visit the technician was able to clear our drain quickly and professionally

Had a phone call today to sort out my new account and I have not smiled as much as I did today talking on the phone, a lady called Fiona wasn’t just an amazing talker but she made me feel so at ease as I struggle with my anxiety, I can’t thank you enough if you get to see this and again thank you for your service! You’re doing an amazing job!

Horrible evil nasty rude people after going through a pandemic and a cost of living crisis from a bill I thought I had paid from 2020 they went to court got ccj sent the judgement and claim form together so I couldn't do anything demanding 500 or else ccj. They went to court in February and sent me these in may. Said they had written no sent me bills with no mention of that no phone call email or anything. Coming from a company that's just been fined it's a bit rich don't you think. We'll go ahead with your ccj because now you won't get a penny

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.