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If you can't find the answer to your question in our FAQs get in touch using our contact form.

Click on the questions to view the answers.

What services do you provide for customers with vulnerabilities?

Vulnerability register

We understand that we have customers with vulnerabilities, so we developed these range of free services to help make it easier to manage your account:

  • Talking bills
  • Dialysis register
  • Braille bills and documents
  • Large print bills and documents
  • Minicom
  • Translated bills
  • Nominee service – You can nominate a third party to discuss your account on your behalf

To nominate an authorised third party to help you manage your IWNL account please download our Third Party Nomination Form

To sign up to our vulnerabilities register, log in to your online account or contact us.

Doorstep Password Scheme

Bogus callers often pretend to be from your water, gas or telephone company to gain entry into your home under false pretences.

To discourage this, we operate a doorstep password scheme which is free and open to all our customers.

Once you have set up a password, any engineer from IWNL will need to quote this, so you have peace of mind when letting someone into your home, that it is a genuine IWNL representative.

To sign up to our Doorstep Password Scheme, log in to your online account or contact us.

How do I know if an Independent Water Networks employee who comes to my door is genuine?

All of our employees and service providers who work on our behalf carry ID cards with their picture on it. Ask to see the ID card before you let them into your home. If you're unsure, call us on 02920 028 711 to check the validity of a caller. Do not phone the number on the caller's ID card. You can also take advantage of our password scheme, which we use to help identify ourselves. This service is free and available to all our customers.

Remember if you are in any doubt - do not open the door! If you would like to sign up for the password scheme, please log into your account and fill in our Individual Services form, or call us on 02920 028 711 and one of our Customer Service team will be happy to help you.

How do I make a complaint?

Please direct your complaints to our Customer Service team on 02920 028 711, or use our Contact Us page. Our dedicated team are prepared to ensure that your complaint is dealt with quickly, efficiently and in line with our Customer Complaints Procedure This means we will respond to all written complaints within 5 working days and all verbal complaints within 10 working days.

What standards of service do you have?

IWNL understands the importance of a good quality service. We are committed to building our customers' confidence and trust.

There are certain standards that we will always strive to meet on your behalf. These include, but are not limited to:

  • Maintaining Appointments
  • Payment Arrangements
  • Written Complaints
  • Interruptions to supply

You can find more information on our standards of service here or by viewing our Guaranteed Standards Scheme Guaranteed Standards Scheme .

How do I make a complaint?

Please direct your complaints to our Customer Service team on 02920 028 711, or use our Contact Us page. Our dedicated team are prepared to ensure that your complaint is dealt with quickly, efficiently and in line with our Customer Complaints Procedure This means we will respond to all written complaints within 5 working days and all verbal complaints within 10 working days.

How are IWNL regulated?

IWNL is regulated by Ofwat (The Water Services Regulation Authority) which is the economic regulator of the water and sewerage industry in England and Wales.

IWNL are appointed by Ofwat on a site by site basis to provide water services; this is known as a New Appointment and Variation (NAV).