Contact us

Important information: We are currently experiencing problems with our online login / register facility. We apologise for any inconvenience this has caused and hope to have a resolution shortly.

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Accounts and billing

Accounts and billing

You can update your account quickly and easily using the following online services.

Online

Telephone

Why queue? Call our automated services that are available 24 hours per day, 365 days a year, or click the relevant online links above.

 

To make a payment or check your balance (you will need your 12 digit customer reference number which can be found at the top of your bill):

 

Please call us on 0800 032 3415 or 01502 584 967 from a mobile

 

Provide a meter reading (you will need either your property reference number from the meter reading card we left you or your 12 digit customer reference number which can be found at the top of your bill):

 

Please call us on 0800 032 3416 or 01502 565 402 from a mobile

 

If you would prefer to call us and speak to one of our Customer Service Advisors, please call us on - 0345 266 0534

 

We are open to take billing calls 8am-6pm Monday to Friday and 8am-1pm Saturday.

Call costs – standard network charges apply. However charges from some networks or mobile phones may vary. Calls may be monitored or recorded in order to improve service quality and for staff training.

Write to us at:

Essex & Suffolk Water
Customer Centre
PO Box 292
Durham
DH1 9TX

Water and sewerage enquiries

Call us for enquiries regarding your water services on 0345 782 0999

For general enquiries about water services our phone lines are open:

8am - 5pm Monday to Friday

For water emergencies we are open 24 hours.

Sewerage services

Essex & Suffolk Water does not provide sewerage services. Our customers receive these from either Anglian Water or Thames Water. If your sewerage services are provided by Anglian Water you can
contact the company with service or billing queries
on 0845 791 9155 (8am until 8pm Monday - Friday
and 9am until 1pm Saturday).

If you receive your sewerage services from Thames Water, we collect the sewerage charges on their
behalf. This is shown on your bill. If you have a service query please contact Thames Water on 0845 920 0800. For billing enquiries please call us on 0345 782 0111.

Write to us at:

Essex & Suffolk Water
Customer centre
PO Box 292
Durham
DH1 9TX

Report a leak or flood

Report a leak or flood

Call us to report a leak or flood on

0800 526 337

Our phone lines are open 24 hours a day.

Landlord enquiries

Landlord or tenant enquiries

Call us if you have any specific landlord or tenant enquiries on 0845 8506421

8:30am - 5pm, Monday to Friday

Write to us at:

Northumbrian Water
Landlord Integrity
Abbey Road
Pity Me
DH1 9WG

Provide feedback on our service

Provide feedback on our service

We always want to give the best service we can to our customers. Think there’s room for improvement? We welcome and value your feedback as we are continually looking for ways to perfect our service.

Already think we do a great job? We’d still like to know so we can share this with the people involved.

Call us

Please call us on 0345 782 0111 for feedback relating to your bill and 0345 782 0999 for feedback relating to water services. We will work to address your feedback straight away. You can also contact us online.

Write to us

If you are unable to call us please write to us at:

Essex & Suffolk Water
PO Box 600
Durham
DH1 9NW

If you remain unhappy with our service please refer to our complaints procedure which also contains contact information for the regional independent consumer organisation Consumer Council for Water Eastern.

Head office

Head office

Call our head office on 0845 604 7468

Our phone lines are open from:

8:00am - 5:15pm Monday to Friday

Write to us at:

Northumbrian Water
Abbey Road
Pity Me
Durham
DH1 5FJ

twitter

Follow us on our Twitter customer care account - helping with any billing, water or waste water queries.

Email

 

You can contact us by email by completing an online form. Find out more

Report a leak

 

We have a duty to all our customers and to the environment to promote the wise use of water and to find and repair leaks as quickly as possible. Find out more

Customer research

Our customers are at the heart of everything we do and your views are very important to us.

Extra care

Special assistance  

We have a wide range of services designed for customers who may need extra help. Find out more