Contact us
Our team is here to help you with questions about your account, bill and services.

 

Our contact centres are very busy right now, and it may take longer than usual to answer your call. 

 

Our accounts and billing contact centre hours are 8am to 6pm on Friday, 27 March 2020.

 

Our accounts and billing team contact hours have changed. From 30 March 2020 to 3 April 2020, our hours are:

  • 10am to 4pm Monday to Friday, and
  • 9am to 12pm on Saturdays.

 

Our water services line, 0345 782 0999, is 24/7. Please help us prioritise emergencies and our vulnerable customers, and only call us if you have an urgent issue. Thanks.

 

You can tell us you're moving home, make payments, set up and update Direct Debits, give us meter readings and more with an online account.

 

Create your online account quickly and easily here.

Send us a message

Message us with Facebook Messenger, with questions about your account, services and more.

 

To send us a message, click here.

Call us
Here are our contact centre telephone numbers

 

If you'd like to chat about:

 

Our contact hours have changed. The hours below will be in place from 30 March 2020 until 3 April 2020. Thanks for your patience.

 

Our accounts, billing and payments team is available from 10am to 4pm Monday to Friday, and 9am to 12pm on Saturdays. Our account and billing lines are closed on bank holidays.

 

Our water services team is available 24/7,  but please only call is you have an urgent issue. 

 

Bereavement support

 

Losing a loved one is difficult. We have an experienced team here to support you. If you need any help please call 0800 090 2422.

Email us, or send us your documents

You can send us your documents to webcustaccs@eswater.co.uk.

 

Please include:

  • your full name
  • your customer account number (if you know it), and
  • your address,

 

in your email, so we can find your account information.

Write to us

Important: Due to our efforts to help stop the spread of COVID-19, most of our team are working from home. This means we will not be able to respond to letters quickly.

 

Please do not send letters at this time.

 

Where possible, please follow government advice, avoid non-essential travel, stay home and stay safe.

 

Write to our Head Office:

 

Northumbrian Water Ltd

Northumbria House

Abbey Road

Durham

DH1 5FJ

Need to make a complaint?

Please let us know about any concerns you have. Find out more about customer care here.

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