Contact us

Our advisors are here to help!

Lots of our teams are working from home, but we're still here to help you. If you can't find the answers you're looking for here, contact us with Facebook Messenger or call us.

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

Create your online account quickly and easily here.

Our accounts and billing team contact hours have changed:

8am to 7pm Monday to Friday, and
8am to 1pm on Saturdays.

Our accounts and billing contact centres are closed on bank holidays, however our water services line, 0345 782 0999, is 24/7.

Please note, we only provide fresh water services to our customers. For sewerage and wastewater queries, you need to contact your sewerage provider. Find out who your sewerage service provider is on Water UK's website.

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:

your account, bills or payments, call 0345 782 0111, or
your water services, call 0345 782 0999.

Our billing and accounts contact hours have changed. Thanks for your patience.

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

Essex and Suffolk Water only provide fresh water services to our customers. For sewerage and wastewater issues, you'll need to contact your sewerage service provider. This is either Thames Water or Anglian Water. Find out who your sewerage service provider is on Water UK's website.

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.

Calls to 0345 numbers are usually charged at a local landline rate. Please check with your telephone service provider.

Email us, or send us your documents

Email us with your questions about your bills, account, or water services at webcustaccs@eswater.co.uk

Please include:

your full name
a contact number
your customer account number (if you know it), and
your address.

If your email is an urgent water query, please call us on 0345 782 0999. It can take up to ten working days for an email response.

Essex and Suffolk Water only provide fresh water services to our customers. For sewerage and wastewater issues, you'll need to contact your sewerage service provider. This is either Thames Water or Anglian Water. Find out who your sewerage service provider is on Water UK's website.

You can also use our Report a Problem page for more help and advice on common problems and how to report them.

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