Northumbrian Water Limited
Northumbrian Water Limited's Customer Service department offers assistance with billing enquiries, general customer care, and complaint resolution. Customers can call for help with billing questions, account balances, and payment arrangements. General enquiries cover water and sewerage services, including reporting issues and requesting information. Complaints about service or billing can also be registered and resolved. The service is available Monday to Friday from 08:00 to 20:00 and Saturday from 08:00 to 13:00. Wait times can be long during peak hours, so calling during off-peak times is recommended. Text Relay is available for deaf and hard of hearing customers by prefixing the number with 18001.
Updated 4 Nov 2025
Expected outcomes
- Resolve billing enquiries
- Check account balances
- Arrange payment plans
- Report water issues
- Register service complaints
- Request information
- Escalate unresolved issues
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account number
- Customer details
- Details of complaint
- Contact information
- Customer name
- Address
Known issues
Customers occasionally experience long wait times during peak hours, particularly for billing and account enquiries. To avoid delays, try calling during off-peak hours or use online services when possible. Complaint responses may take up to 10 working days, with complex cases potentially taking longer. Northumbrian Water aims to keep customers informed and offers compensation if response standards are not met. For faster service, ensure you have all necessary information ready before calling.
