Northumbrian Water

Northumbrian Water: water and wastewater services in the northeast of England

Northumbrian Water (NWL) is a utility company that supplies water and manages wastewater services for 2.7 million customers in the northeast of England. Its operations are organised around four segments: household, business, building and developing, and group. The company offers customers the ability to manage their account online, make payments, set up payment plans, view usage, and request water and wastewater-related services.

Household services and account management

The company provides residential customers with digital tools to manage their account: online registration, bill payment, Direct Debit, payment plans, and usage tracking. It also offers detailed information about the 2026 bill, with explanations of charges and payment options. For those moving home, Northumbrian Water has specific processes depending on whether they are existing customers, new customers, students, or landlords. The company allows customers to check if it supplies water to a specific address and offers a moving day checklist.

Water meters and savings

Northumbrian Water offers customers a usage calculator and the option to apply for a water meter, so users can assess whether switching to this system would benefit them. The company also manages meter readings, explains how to find meters, and provides information about smart water meters. On savings, the website includes tips to reduce consumption and resources about water resources.

Supply and wastewater issue support

The company provides assistance for issues such as no water, low pressure, leaks, or changes in water quality. Customers can check water quality in their area, learn about discoloured water, tastes and smells, hard water, mould and biofilm, lead pipes, fluoride, and mains flushing. In wastewater, Northumbrian Water provides information on sewer flooding, blocked drains, pipe responsibility, managing rainwater, and plumbing misconnections that can pollute rivers and beaches. The company also publishes a Drainage and Wastewater Management Plan (DWMP) with methodologies, customer engagement, and strategic environmental assessment.

Financial support and priority services

Northumbrian Water has financial support programmes for customers struggling to pay their bill, with an eligibility checker to access the various schemes. It also has priority services for people who need extra support due to age, disability, reduced mobility, illness, or having children under five. The company also offers support in cases of bereavement.

Emergencies and home maintenance

The company maintains a 24-hour emergency helpline to report heavy leaks, bursts, or sewer flooding inside homes. It also offers home emergency cover through HomeServe, which covers issues such as burst pipes, blocked drains, or leaks in taps and toilets, and helps find approved plumbers.

Natural environment and community

Northumbrian Water manages Waterside Parks with fishing, lakeside walks, cafés, and play areas. The company provides information on bathing water quality and offers an interactive map with near real-time updates on storm overflows. It also publishes information about its community projects and local events to improve rivers and waterways, and operates Kielder Waterside, a luxury accommodation complex in Northumberland.