Northumbrian Water Group plc Reviews 

Disgraceful price rises to fund thier 15 million pound fine for sewerage spills and pollution! What other companies could do this !? Crazy wages for chief execs and shareholders dividends will still be there whilst most of us struggle with constant price rises. MERRY CHRISTMAS,love from NORTHUMBRIAN WATER.

I used the WhatsApp messaging service to contact Northumbrian Water about a non-emergency issue. They replied within the hour. Molly, the customer service agent, was very helpful. She answered my question and the matter was resolved very promptly. Molly also suggested I get in touch again if I had any other questions relating to the water supply. I was very happy with this service, and in particular with Molly who was extremely polite and helpful. Thank you.

The customer support via WhatsApp is incredibly easy to use , the team are very responsive and helpful and it really saves time and effort. Well done e Northumbria Water on a very good customer experience

Molly on WhatsApp & Nadia over the phone were excellent. My bills have increased hugely clearly due to a fault but both reps were very good in assisting and arranging an engineer to attend in under a week.

Very prompt response from representative today and quickly set up an appointment with technician to resolve my issue

Great advice on checking for a leak. Brilliant that we could chat via WhatsApp over the weekend to make all the appointment arrangements.

Great communication, responsive and helpful.

Team of lads came to change over lead piping at our home. Cannot fault the work. All of the team were friendly helpful and kept me informed. They were a pleasure to have around my home.

I moved in with my mum who is on Pension Credit. She was paying £28 a month for a long time on a meter. This month, they suddenly increased it to £61 and said usage is like that of 5 people. I am barely home and families of 5 get charged £61, not 2 people.
I asked to revert back to a non-metered connection but the woman at the call centre, who was very patronising and arrogant, said no. I said I had meant when the leak was resolved but she kept saying no and did not listen. I rang back and complained about her attitude and now waiting to speak to landlord about the leak.
Once the leak was resolved, the response was still not ideal. The woman at customer service promised a full comprehensive calculation but did not deliver that only allowing £70 for a leak allowance and billing us for £94 a month on the non metered alternative until March.
It was escalated to a complaint again and went to a mam who was rude and told me I am wrong and sung the praises of Northumbrian Water like a trained robot. It was escalated to stage 2 when it was finally resolved.

Surely, there shouldn't be such a monopoly on water. There is no competition for these people or accountability. It is therefore very likely that they don't even read these reviews. Why does the government not intervene and nationalise this or put better protection measures in for consumers? Surely it it unhealthy for Northumbrian Water to be allowed to monopolise the market in this way. It is too much power in the hands of one company.

After sitting in queues of traffic trying to get out of a hospital due to the water board fixing repairs which I know need doing but the impact it was having trying to get off site was ridiculous. I messaged and received a lovely response from Molly who said she would speak with the planners. And the very next night the cones had been pushed to the side to let the traffic move freely. I know it may not seem much, but getting off James Cook Hospital Site is bad enough any night never mind with having road works to contend with. There is 1100 car park spaces, three housing estates, a Gym, Football courts and Tennis Courts all trying to get out of one little road which I know is not the water boards fault it is the council and planners who do not think before they act. All I can say is THANK YOU Molly you are a star 🌟

Water meter application.
My family applied for a water meter due to the rising costs of the latest price increases.
Easy it will be fitted 22/07/25 after the normal inspection process.
Heard nothing not a text, email, phone call ( what’s one of them ) or what’s app message.
So today I contacted them to prompt a response only to be told due to high demand they were unable to provide this service on time. So contact customers to inform them would be nice, courteous and
Professional.
I noticed 2 things from starting this review they don’t even respond to trust pilot which in today’s world is very poor and secondly they don’t care whether they’re bad or not.
Water companies aren’t regulated really they clearly do as they wish and play lip service to good customer service or just put their head in the sand and hope it all goes away.
I’ll update this review when I have something to say or the fit a water meter as promised.
Not holding my breath. ( waters to dirty )

Had to contact the customer services today to sort out a direct debit payment.
I spoke to Jacqui who was a breath of fresh air. She was very professional, friendly and knowledgeable an asset to the company.
Thanks for the great experience

worst system ever, put bills on name based on the Trans Union. if your living any shared property or hostel for temporary for few months, they'll put year bill on your name and threaten you by paying bill or tell the owner to change until owner not pays it wont remove from your account and it'll affect your credit report. great system, appreciate there idea and saving money and staff to find and recover the bills.

Excellent service via WhatsApp, Molly clearly explained what was needed and arranged for a technician to assist with our problem within minutes.

I had a lovely lady Molly book my appointment via WhatsApp. Fast, efficient and clear.
Just the way I like it.
Great service no doubt

Received a letter stating, your property is using a higher amount of water than expected.
Was only told last month we actually have a water meter on the boundaries of our property, after a text by a technician who stated there were no leaks.
Bill raised from £50 per month to £200!!.
Never used a hose pipe, sprinkler and always hand wash car using minimal water.
These modern day eco-terrorists have systematically destroyed our rivers, lakes and seas.
Paying shareholders millions whilst not meeting the basic water treatment requirements.
It will be a cold day in hell before you get £200 a monh from my family.

Absolutely every interaction with this lot is abysmal. Customer service is none existent. It doesn't differ in person, over the phone or online- all rubbish. One issue after another.

Visit from Jack Watson recently to carry out random water sampling in our home. Jack was polite, professional and very knowledgeable. It was an absolute pleasure to answer the door to this young man. He attended either the 6th or the 8th August.

My bill more than doubled in like 2 years, some of our neighbours we spoke to use more water then us but their bill is less than what we pay. I called them and they said there is nothing they can do but they 'understand our struggles'.

Received offensive threatening letter demanding £84 despite being £81.19 in credit. Tried to pay outstanding balance on automated system, and on line. It would not take payment. No bill for usage has been provided, despite threats to affect credit scores and hence phone contracts. Manipulative and emotive.