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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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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

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Login to your account

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

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Paying your bill

Help and advice on the different payment options available

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Reading your meter

How to take and submit your meter reading

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