Northumbrian Water Group plc Opiniones 171

Using WhatsApp for customer support with Northumbria Water is exceptionally convenient. The team is quick to respond and offers great assistance, which truly saves time and effort. Kudos to Northumbria Water for delivering such an excellent customer experience.

I contacted customer service this morning with a problem of water pressure from my bathroom taps only.
Not only was the problem sorted quickly and professionally but the complete experience from first contact to resolution was handled exceptionally.
I cannot praise the staff or service enough for an excellent service.
Many thanks and a happy New Year to all.

Molly was an absolute star today. Got a technician out next week to try and locate the leak.
Excellent service.
Much appreciated 😊

I used the WhatsApp service to liaise regarding a potential leak. Very happy with service received from ‘Molly’. I hope you’re real, thanks

Disgraceful price rises to fund thier 15 million pound fine for sewerage spills and pollution! What other companies could do this !? Crazy wages for chief execs and shareholders dividends will still be there whilst most of us struggle with constant price rises. MERRY CHRISTMAS,love from NORTHUMBRIAN WATER.

This is a continuation of an on-going matter since October, reviewed first in November.

After reviewing my cctv it turned out Northumbrian Water using a grab back filled the holes they had dug, which located nothing, with the blocks for my driveway. They never came back to fix the second hole they dug and there are insufficient blocks to cover the first hole so there is just a pot hole filled with water at the front of my drive.

They told me they would look into getting me £60-£70 (different people) compensation for the pointless digging, mess and failure to put right, and after a 4k repair bill and weeks of stress I was very grateful but weeks more later, that has not materialised.

After the backfilling of the holes with the blocks from my drive I told them to only come around after making an appointment. Within a couple of weeks I caught someone trying to avoid my ring doorbell sneaking around on the ground near the doorstep. I rang to find out why he was there and what did he want. Don’t know, we will ring you back. Never did.

Then for the past fortnight I have been making queries about getting my meter re-fitted and got an appointment for mid Jan. I asked if it would be a new meter or the old one which I still have and they said they would decide on the day. I asked what would happen about my billing in the meantime and they said they didn’t know and someone would ring me back.

Today someone rang me back and told me they would estimate my billing when it was refitted based on previous usage prior to disconnection. Fortunately I asked further questions and they looked back at their records and it turns out they have been getting ‘radio’ errors from my meter for the past two years and have been guesstimating the usage all this time. I asked when they were going to tell me and was advised ‘they would have done eventually’…after 3 failed readings taken every 6 months? That means I haven’t had an accurate reading since September 2023.

I asked if the meter department knew this as they were contemplating refitting the old (obviously broken) meter and was advised they would be contacted now.

One consistent factor I have had while dealing with this company is that no-one talks to each other, no-one records any information and if there is a file no-one reads it. Every day is like day one and you have to put all the effort in yourself trying to guess what they are not saying.

Something needs to be done to make the water companies accountable. They are all talk and no substance, no follow-up, no accountability. I couldn’t bear the thought of someone I cared about, maybe someone older or vulnerable having to deal with them. It is excruciating and exhausting and this issue has gone on for months now and at their doing.

I can’t think how much customer money has been spent on these people jollying about and visiting peoples homes and gardens, trashing their driveways for no purpose, talking, talking, talking and achieving nothing.

Editing to add my complaint (about my drive being dug up for no reason and about a dozen blocks lost) was escalated but when I tried to add on about my bills being wrong for 2 years because NWL knew they were not getting readings they deescalated it back to the lowest group and they say they will not deal with it. You make a complaint, there is no direct line to speak to anyone, no one replies or calls you, you get transferred and ‘accidentally’ cut off and meanwhile you are have a lower quality of life due to the decisions of a utility company and no fault or choice of your own.

I used the WhatsApp messaging service to contact Northumbrian Water about a non-emergency issue. They replied within the hour. Molly, the customer service agent, was very helpful. She answered my question and the matter was resolved very promptly. Molly also suggested I get in touch again if I had any other questions relating to the water supply. I was very happy with this service, and in particular with Molly who was extremely polite and helpful. Thank you.

The customer support via WhatsApp is incredibly easy to use , the team are very responsive and helpful and it really saves time and effort. Well done e Northumbria Water on a very good customer experience

Molly on WhatsApp & Nadia over the phone were excellent. My bills have increased hugely clearly due to a fault but both reps were very good in assisting and arranging an engineer to attend in under a week.

Very prompt response from representative today and quickly set up an appointment with technician to resolve my issue

This Company installed a water meter a year ago on a 3 year trial, when installing it they removed my stopcock, now we think we have a water leak due to the above excessive readings and the property being vacant for 2 days yet the reading increased !!!!..On contacting them they said I need to turn the stopcock off then do readings. I told them they removed it so I can't. "Is there anything else we can help you with" was the reply !!!!!!

Great advice on checking for a leak. Brilliant that we could chat via WhatsApp over the weekend to make all the appointment arrangements.

Great communication, responsive and helpful.

Team of lads came to change over lead piping at our home. Cannot fault the work. All of the team were friendly helpful and kept me informed. They were a pleasure to have around my home.

I moved in with my mum who is on Pension Credit. She was paying £28 a month for a long time on a meter. This month, they suddenly increased it to £61 and said usage is like that of 5 people. I am barely home and families of 5 get charged £61, not 2 people.
I asked to revert back to a non-metered connection but the woman at the call centre, who was very patronising and arrogant, said no. I said I had meant when the leak was resolved but she kept saying no and did not listen. I rang back and complained about her attitude and now waiting to speak to landlord about the leak.
Once the leak was resolved, the response was still not ideal. The woman at customer service promised a full comprehensive calculation but did not deliver that only allowing £70 for a leak allowance and billing us for £94 a month on the non metered alternative until March.
It was escalated to a complaint again and went to a mam who was rude and told me I am wrong and sung the praises of Northumbrian Water like a trained robot. It was escalated to stage 2 when it was finally resolved.

Surely, there shouldn't be such a monopoly on water. There is no competition for these people or accountability. It is therefore very likely that they don't even read these reviews. Why does the government not intervene and nationalise this or put better protection measures in for consumers? Surely it it unhealthy for Northumbrian Water to be allowed to monopolise the market in this way. It is too much power in the hands of one company.

After sitting in queues of traffic trying to get out of a hospital due to the water board fixing repairs which I know need doing but the impact it was having trying to get off site was ridiculous. I messaged and received a lovely response from Molly who said she would speak with the planners. And the very next night the cones had been pushed to the side to let the traffic move freely. I know it may not seem much, but getting off James Cook Hospital Site is bad enough any night never mind with having road works to contend with. There is 1100 car park spaces, three housing estates, a Gym, Football courts and Tennis Courts all trying to get out of one little road which I know is not the water boards fault it is the council and planners who do not think before they act. All I can say is THANK YOU Molly you are a star 🌟

Water meter application.
My family applied for a water meter due to the rising costs of the latest price increases.
Easy it will be fitted 22/07/25 after the normal inspection process.
Heard nothing not a text, email, phone call ( what’s one of them ) or what’s app message.
So today I contacted them to prompt a response only to be told due to high demand they were unable to provide this service on time. So contact customers to inform them would be nice, courteous and
Professional.
I noticed 2 things from starting this review they don’t even respond to trust pilot which in today’s world is very poor and secondly they don’t care whether they’re bad or not.
Water companies aren’t regulated really they clearly do as they wish and play lip service to good customer service or just put their head in the sand and hope it all goes away.
I’ll update this review when I have something to say or the fit a water meter as promised.
Not holding my breath. ( waters to dirty )

Had to contact the customer services today to sort out a direct debit payment.
I spoke to Jacqui who was a breath of fresh air. She was very professional, friendly and knowledgeable an asset to the company.
Thanks for the great experience

worst system ever, put bills on name based on the Trans Union. if your living any shared property or hostel for temporary for few months, they'll put year bill on your name and threaten you by paying bill or tell the owner to change until owner not pays it wont remove from your account and it'll affect your credit report. great system, appreciate there idea and saving money and staff to find and recover the bills.

Excellent service via WhatsApp, Molly clearly explained what was needed and arranged for a technician to assist with our problem within minutes.