Northumbrian Water Group plc Reviews 

I've just finished speaking to Hailee who advised me where to locate outside water meter. 10/10 for her patience and help today.

Customer service was excellent. Answered my query and arranged a technician at the first available time slot

Have just used the WhatsApp to sort out an issue, the agent Molly was excellent and answered my queries very promptly. makes a nice change for quick and efficient service.

Reporting a leak using the WhatsApp service was brilliant Molly was the agent who picked up my message she was very efficient and professional in dealing with my situation. Fast and efficient well done Molly

One of our neighbours recently reported a leak. Following a thorough inspection of the area, your operator identified an underground leak around the stopcock area. Within 24hrs, Warren and Dylan arrived to dig out the surrounding pathway and soil, and went about locating and repairing the leak. Warren took the time to explain what they were doing and how the repair work would proceed. A first class and professional service! Thank you gents. You're a credit to your company.

I contacted Essex and Suffolk water (part of Northumbrian Water) about my elderly father's high water bills. It turned out that this was due to an internal leak and the company then made a fair adjustment to his bills covering the time period he was affected.
It was so refreshing to have contact with real people who understood his situation and were helpful throughout.

Brilliant service from everyone at NWL who was involved in our water leak issue. Everyone who visited and worked on the issue, to the amazing Lorraine in the Billing Task Force.All were professional, helpful and truly customer focused. So rare for any company but for a utility company it’s so refreshing. Just a huge thank you!

They helped me sort ourt a leak through whatsapp as I was not in the country at the time, so it was difficult for me to call. Very good service there.

Darren called me beforehand to arrange a time. Arrived promptly and was very helpful and polite, even explaining that his boots were a bit dirty but the weather was awful and I’ve wooden floors so easily mopped up. Was very attentive and solved the problem. He is an asset to your company

On Friday 6/2/26 I was notified that there was a burst pipe about half a dozen doors away from me. I received several updates from NW during the course of the day. By the evening it said the leak had been fixed. After NW left they placed "road closed" signs around the hole. At this point I have to point out that the leaf occurred in a small lane at the rear of some cottages. Consequently, shutting the lane restricted access to the rear of the properties.
On 9/2/26 I rang NW and asked when things might get back to normal. They said that they need to leave things for a couple of days to ensure the burst is not reoccurring. Perfectly understandable. It wasn't until 11/2/26 that a digger turned up to back fill the hole. Great I thought things will be back to normal. However, I then noticed that despite the hole being filled they had left the "road closed" signs and barriers in place. I rang NW and asked why this was the case. I was told one team dig the hole, one team fill the hole, and another team take the signs away. I was told NW they would ring me back and tell me when the signage would be taken away. I am still waiting.
So for a leak that took a couple of hours to fix access to the rear of these properties has been prohibited for nearly a week.

Spoke to Mollie with the online chat feature answered all questions perfectly thank you

Excellent customer service from Victoria via WhatsApp. Issue caused by a 3rd party but resolved quickly

Every time I deal with Northumbrian water I get absolutely nowhere.
I received a letter to renew support plus so sent requested information..still waiting.
Absolutely hopeless,this is exactly what happened last time then they removed a large unauthorized payment from my account so will again have to cancel direct debit to prevent this happening again.

Tenant moved out so informed water company of this as outstanding debt owed from tenant. They said to me as the landlord they would offer free water supply for me to decorate, wash floors and make coffee/ tea for a few days then bill new tenant when property is rented out.
Unexpected that a utilities company made such a kind
offer to me. Pleasantly surprised

Cone in middle of road on top of broken leaking drain. Issue ongoing several months was not fully fixed. No reply from their CEO who was emailed on 10/1/26. Not safe, not acceptable and no ownership. Would post pic but trustpilot won't let me.

Had to contact northumbria water tonight used WhatsApp for none urgent repair someone coming out on Thursday 22/1/26 now that's service. Just a pitty gas and electricity company s weren't half as good.

Using WhatsApp for customer support with Northumbria Water is exceptionally convenient. The team is quick to respond and offers great assistance, which truly saves time and effort. Kudos to Northumbria Water for delivering such an excellent customer experience.

I contacted customer service this morning with a problem of water pressure from my bathroom taps only.
Not only was the problem sorted quickly and professionally but the complete experience from first contact to resolution was handled exceptionally.
I cannot praise the staff or service enough for an excellent service.
Many thanks and a happy New Year to all.

Molly was an absolute star today. Got a technician out next week to try and locate the leak.
Excellent service.
Much appreciated 😊

I used the WhatsApp service to liaise regarding a potential leak. Very happy with service received from ‘Molly’. I hope you’re real, thanks