IWNL

IWNL: independent water and wastewater networks in England and Wales

IWNL is an independent water company that owns and operates water and wastewater networks in the UK. Its activities cover water supply, wastewater services, metering and billing for customers connected to its networks. The company operates under the New Appointments and Variation (NAV) model, which allows it to serve areas that previously belonged to the incumbent regional company.

NAV model and regulatory framework

A NAV designation occurs when Ofwat (The Water Services Regulation Authority) appoints a company to provide water or wastewater services in an area previously served by the established regional provider. IWNL receives these designations on a site-by-site basis and, in those areas, assumes the same duties and responsibilities as the previous statutory water company. Its licence enables it to operate public water and sewerage networks under the Water Industry Act 1991. The company states that it is regulated by Ofwat and adheres to the codes of practice and guaranteed standards applicable to water companies.

Services for homes, businesses and developers

The company serves three main audiences: homes, businesses and developers. For domestic and commercial customers, in addition to supply and wastewater services, it offers metering and billing services. It has a UK customer service team dedicated to the homes and businesses connected to its networks. Customer management tools include account registration, online access to view and pay bills, review past payments and update details, and checking charges by area using a postcode.

Customer support and service standards

IWNL publishes its service commitments and the payments customers may be entitled to if those standards are not met. It offers support with paying bills, which may include payment plans, social tariffs or periods of flexibility. It also has a Priority Services Register for customers who need extra help due to age, health, disability or difficult personal circumstances. The company maintains information on its annual performance and its customer statement for 2025-2026.

Infrastructure adoption and group expertise

As an independent licensed company, IWNL also adopts newly installed water and wastewater infrastructure networks. The company is part of BUUK Infrastructure Group, which presents itself as a provider of last-mile multi-utility networks in the UK, with more than 2000 employees and networks serving more than two million homes. According to its presentation, it was the first independent company to own networks in the water, electricity, district heating, gigabit fibre and gas markets. The company states that it is the market leader in asset adoption, with more than 25 years of experience, and offers asset valuation on networks it owns and operates long-term.

Resources and responsible management

The site includes sections on water resources, drought measures and water saving, with tips for reducing consumption in the home and garden. It also publishes sustainability, environmental, modern slavery, whistleblowing and asset management policies, as well as information on website accessibility.

Location and contact

Phone: 02920 028711 · Hours: Emergency lines open 24 hours a day, 7 days a week