Independent Water Networks Reviews 180

Had a silent leak in two toilets in our house.

Caused our water usage to triple to 1100 litres a day!! IWNL didn't think to let me know my usage was so high, and instead has just let my balance run up to £1500!

First thing I knew was an email to say my DD was going from £51 to £185!

They are saying the only way to reduce the DD is to pay the balance off in full, and then they will look at reducing it!

I have just taken another reading now at the end of the month and our water usage now for this month has been around 350 litres a day - not the 1100 that IWNL were letting us burn through.

I have submitted these readings and now my DD has risen to £210 a month!!!!!!

The worst thing about a new build is being stuck with these.

Moved into a new build, and IWNL are our new supplier. Previously paid £60 per month to Wessex Water. Was told IWNL were the same price or cheaper. When setting the account up I was told it would be £119 per month direct debit. Refused this and decided to do monthly reads and pay that way. I was stroppily told I would miss out on the £3.50 per year DD discount (wow so generous!) by paying on bill.

First bill generated today off my readings. £44!! Don’t let them bully you into setting a DD up for much higher.

Once again they are telling a different story to last. Suprise . They are scammers. How did they get to supply water. Full of lies. Keep upping the charges. THIEVES LIARS

I HAVE ADVISED THEM I WILL PAY THE BILL ONLY ON READ METER NOT ESTIMATE.

Horrendous provider however unfortunately anyone who has a house they supply has no choice, they clearly know this and so ridiculously overcharge. I am paying £105 a month for a house with 3 people living in it, they say it’s all based on how much you use but our previous house also had a water meter and we never paid anywhere near this much. Our water bill is more than our gas and electric combined. They offer no support and simply take advantage of families living in properties they supply. No idea how they are allowed to continue doing this.

Have the misfortune of being supplied by these for the new build property I moved into, seems they can just charge what they want. Scandalous prices! I’m now paying double of what I paid in my previous property that was supplied by southern water. These tin pot companies are just a criminal monopoly, extorting money from people.

TERRIBLE, AVOID AT ALL COST!
I cannot emphasize this enough - AVOID THIS PROVIDER AT ALL COST, THEY ARE TERRIBLE.
They make the most ridiculous direct debit estimate.
AGAIN, AVOID AT ALL COST

Really friendly and helpful on the phone :)

Really easy on line registration process compared to others I have used. Thanks

We had Steve Caress a, a field technician call on us today after requesting for someone from IWNL to come and take our water meter reading for us. What a wonderful gentleman, the service we received ourselves and other neighbours who kindly asked him while he was here could he also read their meters was exceptional. Any questions we all had were explained to us by Steve and nothing was too much trouble for him, very rare you get this sort of service from companies these days. Well done Steve and thanks again.
Steph Pollard ,Market Harborough

An increase every month is not a sustainable approach, and Monopoly Service

Overcharging each month by DD to the point account nearly £200 in credit after 6 months. Same happened 6 months later but they put our DD up. When I contacted them they offered no help, kept repeating scripted answers and refused to reduce our DD. Bunch of robbing cowboys.

Extremely poor customer service.

Their WhatsApp support is completely disorganised. They ask for your details for verification, then reply days later asking for more information. Once everything is provided, a new agent joins and asks for the same details all over again.

They also doubled our bill claiming there must be a leak in the house. There was no leak, but we even replaced the toilet as a precaution. When I asked them to confirm the readings were normal, I was told an engineer could visit in 11 months and until then we should just continue paying the higher bill.
Customers cannot switch suppliers because this company operates as a regional monopoly, which makes the experience even more frustrating.

Have hardly anything in place to help struggling people like Severn Trent do
Definitely wouldn’t choose to be with them if I had a choice

Ease of creation of account was great

They over charge on water and sewage, your bills will be unfairly high based on the same consumption with another company.

This just seems to be their business model, win contracts with new build estate developers, get a monopoloy and then charge through the roof for water. If I ever get the chance I will move away from these guys and never recommend them, because why would you pay more for the same service as another water company.

Unfortunately they just don't care, as you can see they don't reply or try to rectify bad reviews or customer experiences.

Great customer service from JOE, very informative and funny. Would be great if every customer service associate had his enthusiasm.

Bought a new build and got these by default. First impressions were really good. Problems started when I asked to increase my direct debit from the £8.00 pm they suggested. I contacted via WhatsApp and initially very good response, got they would sort and contact me. After a week no contact so I contacted again via WhatsApp, this time no response for 24 hours and got a standard reply with their work hours. Tried numerous times during these hours and got the same reply 24 hours later. In the end I had to call them and sort, even then not really switched on, set up a new Direct debit but will not know until they take a reading in May where we are. Their confirmation message read like I had asked them for a payment plan because I was having trouble paying stating my first increased payment would be taken in April and they envisaged my debt would be paid off by September 2027. Not sure how big this debt is has I have only been in the house since December 2025. I will be submitting meter readings every month going forward, see if they suggest a Direct Debit change.

When our entire housing estate in Corby lost water. we were lucky enough to have Bradley looking after us.

Bradley arrived and immediately set to work. He checked in on residents, made sure everyone understood what was happening, and reassured us with a calm, friendly professionalism that made a huge difference.

He was delivering bottled water door‑to‑door, making sure no one was left without essentials, and constantly checking whether anyone needed extra help.

It’s rare to meet someone who takes this much pride in their work and shows this much compassion.

An absolute credit to his team, thank you Bradley.

Bailey the Engineer who attend site was very good at locating leak. And information giving to me

Kacy Williams visited my house and ran a test, sadly the water never came back on, no water is grim !! He gave me bottled water, he stayed, he checked on me and if I needed anything, this ran on well into the evening, he stayed !! He was professional, extremely polite, conscientious and not leaving until it was sorted, I am so grateful to Kacy.