We work hard to make our customers happy, but we know the best way to improve is to learn from you.

If you do need to make a complaint, please let us know so we can quickly work to make things right. We’re sorry if we’ve let you down.

Call us

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


Our billing team is available from 8am to 7pm, Monday to Friday, and 8am to 1pm on Saturdays, excluding bank holidays.


Our water supply team is available 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.

Our online form

We've made it easy to get in touch with our care team with our online form. It only takes a few minutes to complete, and our team can use the information to get your query to the right teams quickly.

Email us

You can put your complaint in writing by emailing us at care@nwl.co.uk


Our team will reply to your email within ten working days, or sooner if we can call you.


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.


You can also include a contact number and the best time to try to call you between 9am and 5pm, Monday to Friday. We'll then try our best to catch you, to discuss your query.

What happens next?

While our regulator says we have ten days to respond to your complaint, we will always try and sort this for you within five working days.


Some complaints may take longer to fix, but we’ll keep you updated with what we’re doing and why we’re doing it.


If we can’t resolve your problem to your satisfaction, we can carry out an internal review, to make sure we've done our best for you.


Our Codes of Practice, and our Guaranteed Standards of Service, are available to view and download here.

Contact our Ombudsman

Within 8 weeks of us receiving your complaint we will either:

  • be able to fully resolve your complaint, or
  • advise you that we are still not in a position to issue our final response. In this instance, we will explain why and let you know when we expect to be able to do so. 


In both cases, we'll tell you how you can contact CCW if you're unhappy with our response, or if you don't want to wait beyond 8 weeks.


You can visit their website at www.ccwater.org.ukClick here to see their consumer leaflet.

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