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.
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.
Call us
Our contact centres are very busy right now, and it may take longer to answer your call.
- For billing, payment, or account issues, call 0345 782 0111.
Our billing team is available from 8am to 7pm, Monday to Friday, and 8am to 1pm on Saturdays, excluding bank holidays.
- For water supply issues, call 0345 782 0999.
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.
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.
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.
What happens next?
After you get in touch, we will do everything we can to sort out your complaint within ten 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.
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.uk. Click here to see their consumer leaflet.
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Important
Our contact centre advisors are very busy helping customers, and you may need to wait longer than usual if you try to call.
If you want to make a payment, set up a payment plan, apply for a meter, or tell us you're moving home, you can use our website. It's quick and easy, and you'll be all done in less than ten minutes!