homeowners_banner_669633322

Customer assurance

At IWNL, we pride ourselves in offering you the highest possible quality of customer service and simple & transparent pricing. We have a dedicated UK customer service team attending to the needs of all homes connected to our water and wastewater networks.

Please visit our advice section for tips and guidance on a range of topics from understanding your bill and reading your water meter, to minimising your water usage.

To find out more about our Codes of Practice and Guaranteed Standards please see our useful documents section below.

Extra help where it’s needed

We understand that we have customers with vulnerabilities, so we have developed a range of free services to help make it easier to manage your account. If you identify as vulnerable, or are living with a person who identifies as vulnerable, we can place you on our Priority Services Register.

All you need to do is inform us when you register for our services, either online or by phone. You can also update this information at any time should your circumstances change.

Priority Services Register

Homeowners icons v6

Our water licence

As an independent water company, we can serve sites in all areas run by an incumbent regional water company across England and Wales. We are regulated by Ofwat (The Water Services Regulation Authority) and adhere to the Codes of Practice and Guaranteed Standards for water companies. Our licence enables us to operate public water and sewerage networks under the Water Industry Act 1991. To find out more please see the useful documents section below.

Where we are appointed by a developer, a New Appointment Variation (NAV) is made by Ofwat. IWNL owns and operates the water and wastewater network in these areas, providing services to customers including supply of water, wastewater services, metering, and billing. IWNL has all the same duties and responsibilities as the previous statutory water company.

Find out more

Our charges

We calculate the water, drainage and sewerage charges using the amount recorded by your water meter, plus any standing charges. We calculate sewerage charges based on the assumption that a certain percentage of the water you consume will end up as waste.

We will aim to read your meter at least once a year. If we are unable to read your meter, your bill will be an estimation based on your average consumption. If you receive an estimated bill, and wish to let us know your current meter reading please login to your account. 

Need help with high bills? We are here to help and may be able to find ways to support you. If you are worried about the cost of your bills please let us know as soon as possible.

Find out more

Video

Login to your account

View and pay your bill, check past payments and update your details

Go to page
Video

New to IWNL

Register for an account with us

Go to page
Video

Reading your meter

How to take and submit your meter reading

Go to page

Document

Charges scheme for the Affinity Water Network – Download

Document

Charges scheme for the Affinity Water and Thames Sewerage Network 2022-2023 – Download

Document

Charging Scheme for Anglian Waters Network 2022-2023 – Download

Document

Charging Scheme for Bristol Water 2022-2023 – Download

Document

Charging Scheme for Cambridge Water Network 2022-2023 – Download

Document

Charges Scheme for the Castle Hill and Eastern Quarry Inset Networks, 2022-2023 – Download

Document

Charging Scheme for Essex Suffolk Inset Networks 2022-2023 – Download

Document

Charges Scheme for the Forgewood NES Crawley Inset Network 2022-2023 – Download

Document

Charging Scheme for Gascoigne West 2022-2023 – Download

Document

Charging Scheme for Lincolnshire Lakes Inset Network 2022-2023 – Download

Document

Charges Scheme for the Martello Lakes, Archers Court Road & Folkestone Inset Networks, 2022-2023 – Download

Document

Charges scheme Naisberry Farm 2022-2023 – Download

Document

Charges scheme Northumbrian 2022-2023 – Download

Document

Charges scheme for the Portsmouth Water Networks 2022-2023 – Download

Document

Charging Scheme for the Severn Trent Water Inset Networks 2022-2023 – Download

Document

Charging Scheme for the South East Inset Networks 2022-2023 – Download

Document

Charges Scheme for the South East Water and Thames network 2022-2023 – Download

Document

Charging Scheme for South Staff Water and Severn Trent Sewerage Network 2022-2023 – Download

Document

Charges scheme for the South West Water network 2022-2023 – Download

Document

Charging Scheme for Southern Inset Networks 2022-2023 – Download

Document

Charging Scheme for the Thames Water Inset Networks 2022-2023 – Download

Document

Charging Scheme for United Utilities Inset Network 2022-2023 – Download

Document

Charges scheme for the Wessex Water network 2022-2023 – Download

Document

Charging Scheme for the Yorkshire Inset Networks 2022-2023 – Download

Document

Charging Scheme for Abbey Gardens 2021-2022 – Download

Document

Charging Scheme for Alton Brewery 2021-2022 – Download

Document

Charging Scheme for Anglian Water 2021-2022 – Download

Document

Charging Scheme for Ashby Road and Goscote Lane 2021-2022 – Download

Document

Charges Scheme for Affinity Water 2021-2022 – Download

Document

Charging Scheme for Bishops Stortford and Nestles Avenue 2021-2022 – Download

Document

Charging Scheme for Bristol Water 2021-2022 – Download

Document

Charging Scheme for Castle Hill and Eastern Quarry 2021-2022 – Download

Document

Charging Scheme for Chesterfield Road 2021-2022 – Download

Document

Charging Scheme for Essex Suffolk 2021-2022 – Download

Document

Charging Scheme for Forgewood and NES Crawley 2021-2022 – Download

Document

Charging Scheme for Gascoigne West 2021-2022 – Download

Document

Charging Scheme for Goodmores Farm 2021-2022 – Download

Document

Charging Scheme for Harbour Place, Spires, Windmill Views and Shopwhyke Lakes 2021-2022 – Download

Document

Charging Scheme for Lincolnshire Lakes 2021-2022 – Download

Document

Charging Scheme for Martello Lakes, Archers Court Road and Folkestone Seafront 2021-2022 – Download

Document

Charging Scheme for Naisberry Farm 2021-2022 – Download

Document

Charging Scheme for South Staffs and Cambridge Water 2021-2022 – Download

Document

Charging Scheme for Northumbrian 2021-2022 – Download

Document

Charging Scheme for Oakwood Park, Turpins Farm and Weeley Road 2021-2022 – Download

Document

Charging Scheme for Severn Trent Water 2021-2022 – Download

Document

Charging Scheme for Southern 2021-2022 – Download

Document

Charging Scheme for South East 2021-2022 – Download

Document

Charging Scheme for South Staff Water and Severn Trent Sewerage Network 2021-2022 – Download

Document

Charging Scheme for South West Water 2021-2022 – Download

Document

Charging Scheme for Thames Water 2021-2022 – Download

Document

Charging Scheme for United Utilities 2021-2022 – Download

Document

Charges Scheme for Wessex Water Network 2022-2023 – Download

Document

Charging Scheme for Yorkshire Water 2021-2022 – Download

Document

Affinity Water and Thames Region Watersure Form 2022 – 2023 – Download

Document

Affinity Water Watersure Form 2022 – 2023 – Download

Document

Anglian Water Watersure Form 2022 – 2023 – Download

Document

Ashby Road and Goscote Lane Inset Networks Watersure Form 2022 – 2023 – Download

Document

Bristol Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Cambridge Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Castle Hill and Eastern Quarry Inset Networks Watersure Form 2022 – 2023 – Download

Document

Essex and Suffolk Inset Network Watersure Form 2022 – 2023 – Download

Document

Forgewood, NES Crawley Inset Network Watersure Form 2022 – 2023 – Download

Document

Gascoigne West Inset Network Watersure Form 2022 – 2023 – Download

Document

Lincolnshire Lakes Inset Network Watersure Form 2022 – 2023 – Download

Document

Martello Lakes, Archers Court Road & Folkestone Inset Networks Watersure Form 2022 – 2023 – Download

Document

Naisberry Farm Inset Network Watersure Form 2022 – 2023 – Download

Document

Northumbrian Inset Network Watersure Form 2022 – 2023 – Download

Document

Portsmouth Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Severn Trent Water Inset Network Watersure Form 2022 – 2023 – Download

Document

South East Water Inset Network Watersure Form 2022 – 2023 – Download

Document

South East Water and Thames Waste Water Inset Network Watersure Form 2022 – 2023 – Download

Document

South Staff Water and Severn Trent Waste Water Inset Network Watersure Form 2022 – 2023 – Download

Document

South West Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Thames Water Inset Network Watersure Form 2022 – 2023 – Download

Document

United Utilities Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Wessex Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Yorkshire Water Inset Network Watersure Form 2022 – 2023 – Download

Document

Southern Water Inset Network Watersure Form 2022 – 2023 – Download

Document

AquaCare Plus Application Form – Download

Document

WaterSure Application Form 2021-2022 – Yorkshire Water Region – Download

Document

WaterSure Application Form 2021-2022 – Oakwood Park, Turpins Farm and Weeley Road – Download

Document

WaterSure Application Form 2021-2022 – Anglian Region – Download

Document

WaterSure Application Form 2021-2022 – Ashby Road and St Neots Road – Download

Document

WaterSure Application Form 2021-2022 – Bidwell and Fishers Green – Download

Document

WaterSure Application Form 2021-2022 – Bishops Stortford, Nestles Avenue and Hadham Road – Download

Document

WaterSure Application Form 2021-2022 – Bristol Water, Parklands, Cribs Causeway and Bonnington Walk – Download

Document

WaterSure Application Form 2021-2022 – Castle Hill and Eastern Quarry – Download

Document

WaterSure Application Form 2021-2022, Essex & Suffolk Water – Maylons Lane, Limebrook Park, London Road, Ashingdon Road, Marsh Road and Fossett – Download

Document

WaterSure Application Form 2021-2022- Forgewood and NES Crawley – Download

Document

WaterSure Application Form 2021-2022 – Harbour Place, The Spires, Windmill Views, Shopwhyke Lakes, Drove Lane and Fareham Reach Business – Download

Document

WaterSure Application Form 2021-2022 – Lincolnshire Lakes – Download

Document

WaterSure Application Form 2021-2022 – Martello Lakes, Archers Court Road and Folkestone Seafront – Download

Document

WaterSure Application Form 2021-2022, Naisberry Farm and Upper Warren – Download

Document

WaterSure Application Form 2021-2022 – Newmarket Road – Download

Document

WaterSure Application Form 2021-2022 – Northumbrian Water Area – Download

Document

WaterSure Application Form 2021-2022 – Severn Trent Region – Download

Document

WaterSure Application Form 2021-2022 – South East Water Region – Download

Document

WaterSure Application Form 2021-2022 – Southern Water Region – Download

Document

WaterSure Application Form 2021-2022 – Thames Water Region – Download

Document

WaterSure Application Form 2021-2022 – United Utilities Region – Download

Document

AquaCare Plus Application Form – Download