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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

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Help with paying your bills

We understand sometimes it can be difficult to pay for all your household bills. Find out how we can help give you extra support.

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Priority Services Register

We provide a range of services to support customers who feel they need a little extra help, perhaps because of their age, health or a disability, or if they’re going through a difficult time in their lives.

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New to IWNL

Register for an account with us

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Login to your account

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

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What are my water charges?

Find out the water charges for your area.

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Reading your meter

How to take and submit your meter reading

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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.

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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

PDF Document

Charges scheme for the Affinity Water Network and Anglian Waters Waste Network – Download

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Charges scheme for the Affinity Water and Thames Sewerage Network 2023 – 2024 – Download

PDF Document

Charging Scheme for Anglian Waters Network 2023-2024 – Download

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Charging Scheme for Bristol Water Inset Network and Wessex Waters Waste Network 2023 – 2024 – Download

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Charging Scheme for Cambridge Water and Anglian Waters waste network 2023 – 2024 – Download

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Charging Scheme for Essex Suffolk Water and Anglian Waters waste Inset Networks 2023 – 2024 – Download

PDF Document

Charges scheme Northumbrian Water 2023 – 2024 – Download

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Charges scheme for the Portsmouth Water and Southern waste networks 2023 – 2024 – Download

PDF Document

Charging Scheme for the Severn Trent Water Inset Networks 2023 – 2024 – Download

PDF Document

Charging Scheme for the South East water and Southern Water waste network 2023 – 2024 – Download

PDF Document

Charges Scheme for the South East Water and Thames network 2023 – 2024 – Download

PDF Document

Charging Scheme for Southern Inset Networks 2023 – 2024 – Download

PDF Document

Charging Scheme for South Staff Water and Severn Trent Sewerage Network 2023 – 2024 – Download

PDF Document

Charges scheme for the South West Water network 2023 – 2024 – Download

PDF Document

Charging Scheme for the Thames Water Inset Networks 2023 – 2024 – Download

PDF Document

Charging Scheme for United Utilities Inset Network 2023 – 2024 – Download

PDF Document

Charges scheme for the Wessex Water network 2023 – 2024 – Download

PDF Document

Charging Scheme for the Yorkshire Inset Networks 2023 – 2024 – Download

PDF Document

Charges Scheme for Anglian Water (Hartlepool) and Northumbrian Water’s Waste Network 2024-2025 – Download

PDF Document

Charges Scheme for Anglian Waters Network 2024-2025 – Download

PDF Document

Charges Scheme for Bristol Water Inset Network and Wessex Water’s Waste Network 2024-2025 – Download

PDF Document

Charges Scheme for Cambridge Water and Anglian Water’s waste network 2024-2025 – Download

PDF Document

Charges Scheme for Essex Suffolk Water and Anglian Water’s waste Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for Essex Suffolk Water and Thames Water’s waste Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for South Staff Water and Anglian Water’s Sewerage Network 2024-2025 – Download

PDF Document

Charges Scheme for South Staff Water and Severn Trent Sewerage Network 2024-2025 – Download

PDF Document

Charges Scheme for Southern Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for Southern Water and Thames Water Waste Inset Networks 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (Central) and Thames Sewerage Network 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (Central) Network and Anglian Water’s Waste Network 2024-2025 – Download

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Charges scheme for the Affinity Water (East) Network and Anglian Water’s Waste Network 2024-2025 – Download

PDF Document

Charges scheme for the Affinity Water (South East) Network and Southern Water’s Waste Network 2024-2025 – Download

PDF Document

Charges scheme for the Portsmouth Water and Southern waste networks 2024-2025 – Download

PDF Document

Charges Scheme for the Severn Trent Water and United Utilities Waste Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for the Severn Trent Water Inset Networks 2024-2025 – Download

PDF Document

Charges Scheme for the South East (East)water and Southern Water waste network 2024 – 2025 – Download

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Charges Scheme for the South East (West) Water and Southern Water’s waste network 2024-2025 – Download

PDF Document

Charges Scheme for the South East (West) Water and Thames network 2024-2025 – Download

PDF Document

Charges scheme for the South West Water network 2024-2025 – Download

PDF Document

Charges Scheme for the Thames Water Inset Networks 2024-2025 – Download

PDF Document

Charges scheme for the Wessex Water network 2024 – 2025 – Download

PDF Document

Charges Scheme for the Yorkshire Inset Networks 2024 – 2025 – Download

PDF Document

Charges Scheme for the Yorkshire Water and Severn Trent waste Networks 2024 – 2025 – Download

PDF Document

Charges Scheme for United Utilities Inset Network 2024 – 2025 – Download

PDF Document

Charges scheme Northumbrian Water 2024-2025 – Download

PDF Document

Charges-scheme-for-the-Affinity-Water-Network – Download

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

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Charging-Scheme-for-Anglian-Waters-Network-2022-2023-1 – Download

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Charging-Scheme-for-Bristol-Water-2022-2023 – Download

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Charging-Scheme-for-Cambridge-Water-Network-2022-2023-1 – Download

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Charges-Scheme-for-the-Castle-Hill-and-Eastern-Quarry-Inset-Networks-2022-2023-1 – Download

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Charging-Scheme-for-Essex-Suffolk-Inset-Networks-2022-2023-1 – Download

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

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Charging Scheme for Gascoigne West 2022-2023 – Download

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

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

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Charges scheme Naisberry Farm 2022-2023 – Download

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Charges-scheme-Northumbrian-2022-2023-1 – Download

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Charges-scheme-for-the-Portsmouth-Water-Networks-2022-2023-1 – Download

PDF Document

Charging-Scheme-for-the-Severn-Trent-Water-Inset-Networks-2022-2023-1 – Download

PDF Document

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

PDF Document

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

PDF Document

Charging-Scheme-for-South-Staff-Water-and-Severn-Trent-Sewerage-Network-2022-2023-1 – Download

PDF Document

Charges-scheme-for-the-South-West-Water-network-2022-2023-2 – Download

PDF Document

Charging-Scheme-for-Southern-Inset-Networks-2022-2023-1 – Download

PDF Document

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

PDF Document

Charging-Scheme-for-United-Utilities-Inset-Network-2022-2023-2 – Download

PDF Document

Charges-scheme-for-the-Wessex-Water-network-2022-2023-3 – Download

PDF Document

Charging-Scheme-for-the-Yorkshire-Inset-Networks-2022-2023-1 – Download