Northumbrian Water Group plc Reviews 172

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.

My mum has recently gone into care..NW hv been so very helpful & obliging & even issued a refund..exceptionally caring & compassionate..

After Northumbrian Water had located my water stop valve in my garden, (which was around 2 metres below ground level) a couple of lads from United Utilities arrived first thing to dig out the surrounding area, with a cheery attitude and ready for the job in hand.
Graham and James never stopped until they got their part of the work done, then an employee from Northumbrian Water called Jonathan arrived to sort out the new valve.
I must say all three sorted what looked to me to be an impossible job and it was completed around 2 o'clock in the afternoon.
They advised the backfill team would be coming next to fill in the surrounding are where the new stop valve has been placed.
I now have a fresh stop valve where it should've been in the first place, in sight of anyone who would need to get to it.
Great job...well done to all.

Great customer service again!
I contacted Northumbrian Water via their online chat facility as there's sewage works being carried out on the back on my property and I wanted an update as I'm selling my home and a viewer has commented on the site.
The lady on the chat (Mary) advised they're on schedule to be finished soon but someone from the site would in touch. The next day the site manager rang me to confirm all is going to plan and they're even a week ahead to schedule. Also if I wanted email confirmation to show potential buyers that he'd be happy to help. Surely enough I received an email the next day from him (David) which confirmed everything... so helpful!

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.