We're here to help you
Important information
We’re currently experiencing higher call volumes during our annual billing period, so waiting times may be longer than usual. Our teams are responding to enquiries as quickly as possible.
For faster support, please use our online self-service options to view your bill, make a payment, set up a payment plan, update your details, or get help with common queries. Thank you for your patience.
Please tell us what you need help with today and we'll provide you with the right information and how to get in touch.
Your quickest option
Check for local water disruptions or report a problem online in just a few simple steps.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Use check my area to see if we’re already aware of an emergency such as no water or a burst pipe.
- For leaks or water running in the street, you can quickly report it online.
- Call our 24/7 emergency helpline numbers below. Please use these for emergencies only.
Your quickest option
The fastest way to manage your bills is online. In just a few steps you can make a payment, set up a Direct Debit or payment plan, and view your bills.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Have your account number ready, if you have one.
- If you have a water meter, watch our short video explaining your bill. It may answer your questions right away.
- Try our online services first, as they're often quicker.
Your quickest option
If you're a new or existing customer, student, or landlord, you can let us know about your move online in just a few simple steps.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- You can let us know you're moving online in just a few minutes.
- Have your moving dates and final meter reading ready, if applicable.
- Read our moving day checklist, it may answer your questions.
Important information
If you applied for a meter before 1 October 2025, your fitting may be taking longer than our 56 day timeframe. We’re sorry for the delay and are working to complete all outstanding installations as quickly as possible. You'll be contacted when it's time to install your meter - there's no need to contact us.
If it's been more than 90 days, once your meter is installed, we'll adjust your bill to the date your meter is fitted.
Your quickest option
In just a few steps you can give a meter reading, apply for a water meter, or use our usage calculator to see if switching could save you money.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Not sure where your water meter is? Read our guide on how to find your meter.
- Have your latest meter reading (if possible) and account number ready.
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If you applied for a meter before 1 October 2025, your fitting may be taking longer than our 56 day timeframe. You'll be contacted when it's time to install your meter - there's no need to contact us. If it's been more than 90 days, once your meter is installed, we'll adjust your bill to the date your meter is fitted.
Your quickest option
In just a few steps you can check your water quality, see local water disruptions, or report a problem online.
Helpful Information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- Read our frequently asked questions for help with issues such as low pressure or discoloured water.
- Use check my area to see if we’re already aware of an emergency such as no water, flooding, or a burst pipe.
- Have your account number ready if you need to contact us about your supply.
Your quickest option
Whether you want to sign up, update your details or remove yourself from the register, it’s quick and easy to do online.
Helpful information to get you started
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Other ways to contact us
If you still need to get in touch, here are the ways you can contact us.
Before you contact us:
- To see if you're already registered for Priority Services, log in to your account and go to My Profile.
- If your circumstances have changed, you can also update your Priority Services details or remove yourself from the register once you're logged in.
- Have your account number and personal details ready if you need to contact us.
Bereavement support
There are several ways you can let us know:
We've partnered with Settld, a free online service where you can use their online form (opens in a new window) to let us know about a bereavement. They can also contact other organisations, such as banks, on your behalf.
If you prefer, you can visit our bereavement support page to find out how to get in touch with us. Our experienced team is here to help you.
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
Environmental information
Want to find out more about our environmental activities?
Request environmental informationGuaranteed Standards of Service
The standard of service we guarantee to provide to you
View our Guaranteed Standards of ServiceOnline contact form or write to us
Do you have a question for us?
It could be about your bills, moving home, updating your details, changes to your payment plan, or something else. We’re here to help.
You can use our online contact form to send us an email or write to our head office:
Northumbrian Water Ltd
Northumbria House
Abbey Road
Durham
DH1 5FJ
Customer Conduct Policy
We set ourselves high standards and work hard to provide an unrivalled customer experience.
We understand that sometimes things may not go as planned, and customers may feel upset or frustrated.
Our Customer Conduct Policy outlines how we handle situations when a customer’s behaviour (or that of the public) is unacceptable.
It also gives guidance on how we will protect our employees from harm or distress while they are doing their jobs.
Your quickest option
Our Building and developing page has all the information and guidance you need to get started.
Ask us a question?
You can also use our online form below to ask us a question. (We'll reply back to you in 2 working days).
Get help faster
Log in to tell us you're moving home, make payments, set up and update Direct Debits, give meter readings and more.
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