Northumbrian Water

Water company Products & services: Water and wastewater services.

Updated: 3 August 2026

Company Overview

Industry: Water and sewerage (regulated utility)
Parent company: Northumbrian Water Group Limited (CK Hutchison-led consortium with KKR)
Regulator: Ofwat (economic); Environment Agency (pollution); Drinking Water Inspectorate (water quality)
Ombudsman: Dispute Resolution Ombudsman - binding ADR; Consumer Council for Water (CCW) - consumer body that reviews complaints
Founded: 1989
Legal entity: Northumbrian Water Limited (Companies House no. 02366703)

What customers complain about

Customers of Northumbrian Water most often raise billing and charges issues, water and wastewater service problems (supply interruptions, sewer flooding, low pressure), and concerns about sewage/storm-overflow pollution and the environment. On CCW's most recent complaint-performance data Northumbrian is a comparatively strong performer among water and sewerage companies, with a below-median complaint rate and the lowest rate of complaints escalated to CCW. The set route is: complain to Northumbrian Water first, escalate free to CCW, then take an unresolved case to the Dispute Resolution Ombudsman for a binding decision. Guaranteed Standards Scheme payments are made automatically when defined service standards are missed. This summary is general information, not legal advice.

Complaint categories

1
Billing and charges
Questions and disputes about bills, charges, meters and payments are a recurring driver of water complaints. Northumbrian's own code of practice singles out billing complaints as a category where debt recovery is suspended while the query is investigated.
Historic: in 2019 CCW reported Northumbrian's written complaints had risen sharply and ranked it third worst for billing and charges complaints after a new billing-system rollout, and required quarterly improvement reports.
2
Water and sewerage service
Supply interruptions, low pressure, sewer flooding and drainage problems are core service complaints for a water and sewerage company. Several of these are covered by automatic Guaranteed Standards Scheme payments.
Northumbrian Water Guaranteed Standards / code of practice; Ofwat GSS summary of standards.
3
Sewage, storm overflows and the environment
Concerns about sewage discharges, storm-overflow spills and environmental impact have driven sector-wide complaints and regulatory action against Northumbrian specifically.
Ofwat June 2025 £15.7m enforcement package over storm-overflow and wastewater failings; CCW noted environment concerns as a rising complaint driver across the sector (reported).

Contact methods

Billing and account complaints0345 733 5566
General water and sewerage enquiries / emergencies0345 717 1100
Customer Care Review team (internal review stage)0345 155 0237
Complaints by postNorthumbrian Water, PO Box 200, Durham DH1 9WG. Text Relay users can prefix listed numbers with 18001.
Consumer Council for Water (CCW) - free escalation0300 034 2222
Dispute Resolution Ombudsman - binding decisionThe water sector's alternative dispute resolution provider, appointed via Water UK in 2026. Independent binding decision once the complaint has been through Northumbrian's process and reviewed by CCW.

Complaint journey

1
Complain to Northumbrian Water
Raise the issue directly with the company first.
Typical response10 working days
What happens
Contact Northumbrian Water by phone (0345 733 5566 for billing/account matters, 0345 717 1100 for general water and sewerage), online at www.nwl.co.uk, or in writing to Northumbrian Water, PO Box 200, Durham DH1 9WG. The company promises to respond within a maximum of 10 working days from the date it receives your complaint, and to automatically pay £50 if it fails to meet that standard. For complex cases it will keep you updated as it investigates.
2
Ask for an internal review
Request a second look from the Customer Care Review team.
Typical response10 working days
What happens
If you are not satisfied with the response, ask for an internal review by the Customer Care Review team on 0345 155 0237 or in writing to Customer Care Review team, Northumbrian Water, PO Box 200, Durham DH1 9WG. This team is independent of the original investigation and will carry out a full review, responding within ten working days.
3
Get the final response (deadlock)
The company issues its final position within eight weeks.
Typical response8 weeks
What happens
Within eight weeks of receiving your complaint Northumbrian will either fully resolve it or issue its final response. At that point it will tell you how to contact CCW if you remain unhappy, or if you do not want to wait beyond eight weeks.
4
Escalate to the Consumer Council for Water (CCW)
Free, independent help to investigate and mediate.
Typical responseVaries
What happens
CCW is the independent consumer body for water. It is free and will investigate and try to resolve your complaint with Northumbrian Water. Contact CCW on 0300 034 2222 or via www.ccw.org.uk. CCW does not make binding decisions but mediates before the final redress stage.
5
Refer to the Dispute Resolution Ombudsman
Independent adjudication that binds the company if you accept it.
Typical responseBinding decision
What happens
If your complaint remains unresolved after Northumbrian's full process and CCW's review, you may be eligible to refer it to the Dispute Resolution Ombudsman, the water sector's alternative dispute resolution provider appointed via Water UK in 2026. It provides an independent, evidence-based decision that is binding on the water company if you accept it. You have six months from the date of CCW's closing letter to apply.

Response times

Northumbrian Water promises to respond to a complaint within a maximum of 10 working days from the date it receives it, and to automatically pay £50 if it misses that standard. Complaints made in person are acknowledged with a response within 10 working days if it cannot be resolved at the time. Within eight weeks it will either fully resolve the complaint or issue its final response. An internal review by the Customer Care Review team is also answered within ten working days. If the case reaches the Dispute Resolution Ombudsman, customers have six months from CCW's closing letter to apply.

If your complaint isn’t resolved

If Northumbrian Water can’t put things right, you can escalate — free of charge — to an independent body:

Consumer Council for Water

Recent news

4 June 2025
Ofwat concluded its investigation into Northumbrian Water's management of its sewage treatment works and sewerage networks, with the company agreeing a £15.7m enforcement package over storm-overflow and wastewater failings. The package is funded by the company and its shareholders, not customers, and includes commitments such as reducing spills at specific storm overflows and upgrading the Tyneside sewer network.
Read more

Earlier cases

1 October 2021
Historic: Northumbrian Water was fined £540,000 at Durham Crown Court, plus £142,500 costs, after pleading guilty to a sewage pollution offence at Heads Hope Burn, Castle Eden, County Durham. A blockage in a combined sewer on 22 May 2017 caused sewage to discharge into the watercourse.
Read more
18 September 2019
Historic: CCW told Northumbrian Water it 'must show a marked improvement' after complaints rose in 2018-19 - written complaints up 64.5% - much of it linked to a new billing-system rollout, and required the company to submit quarterly progress reports.
Read more

Know your rights

Guaranteed Standards Scheme (GSS)
Under Ofwat's Guaranteed Standards Scheme, water and sewerage companies must make set payments - often automatically - when they miss defined standards, such as failing to keep an appointment, restore supply after an interruption, or respond to a written account query on time. Northumbrian also promises a £50 payment if it fails to meet its complaint-response standard. If a due payment is not made automatically, you can usually claim it within three months. This is general information, not legal advice.
Consumer Rights Act 2015
Where Northumbrian supplies a chargeable service, the Act's requirement that services be carried out with reasonable care and skill can be relevant to service-quality complaints. Much of the water relationship is instead governed by sector-specific rules (the Water Industry Act 1991 and the GSS). This is general information, not legal advice.

Frequently asked questions

Who regulates Northumbrian Water and who resolves my complaint?

Ofwat is Northumbrian's economic regulator, with the Environment Agency for pollution and the Drinking Water Inspectorate for water quality - but regulators do not settle individual disputes. Complaints go to Northumbrian first, then free to the Consumer Council for Water (CCW), and finally to the Dispute Resolution Ombudsman for a binding decision.

How long does Northumbrian Water have to respond to my complaint?

Northumbrian promises to respond within a maximum of 10 working days and to automatically pay you £50 if it misses that standard. It will fully resolve the complaint or issue its final response within eight weeks.

Can I get money back if Northumbrian misses a service standard?

Yes. Under the Guaranteed Standards Scheme, set payments apply - often automatically - for things like missed appointments or delayed supply restoration, and Northumbrian pays £50 if it fails to meet its complaint-response promise. If a payment is not made automatically you can usually claim it within three months.

Can I switch away from Northumbrian Water if I'm unhappy?

No. Northumbrian is the monopoly water and sewerage provider for the North East, so household customers cannot switch supplier. The way to press a complaint is to escalate it - to CCW and then the Dispute Resolution Ombudsman - not to change company.

What is the water ADR route and is its decision binding?

The Dispute Resolution Ombudsman is the water sector's alternative dispute resolution provider, appointed via Water UK in 2026. Once your complaint has been through Northumbrian's full process and reviewed by CCW, you can refer it to the Ombudsman for an independent, evidence-based decision that is binding on Northumbrian if you accept it. You have six months from CCW's closing letter to apply.

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