Northumbrian Water Our Group Home Help COVID-19 COVID-19 (Coronavirus) information COVID-19, or Coronavirus, is still causing lots of confusion and concern, but we want to reassure you, your essential services from us will continue to be unaffected. This help centre is here to answer some questions we've had from our customers and communities. Read our full statement on COVID-19 here. Contacting us You can use our website to: tell us you're moving home make payments set up or change Direct Debits give us meter readings sign up for Priority Services, and more. It's quick and easy to create an online account at nwl.co.uk/register Create an online account Financial support and payment breaks With everything going on this year, the last thing we want is for you to worry about your water bill. How can we help? We have lots of financial help schemes, from discounts to bill caps. We know everyone's situation is different, so please get in touch to talk about what we can do to support you. You can apply for a payment break online. The form is very simple and we will try to get back to your application within 10 working days. Please note, we're helping lots of customers who have been affected by COVID-19, so we may take longer to respond. If you can't afford your usual payments, we can support you with flexible payment plans. Talk to us by: phone on 0345 733 5566 Facebook Messenger, or email supportplus@nwl.co.uk Apply for a payment break online Our range of financial help schemes Extra support with Priority Services We also offer extra support, with our Priority Services. They're free to all our customers who need them. Even if you don't need these services, you may know someone who does. If you have received a shielding letter from your GP in regards to protecting yourself from COVID-19, we strongly recommend you sign up to Priority Services, so we can assist you as much as we can. There's no need to call, it's easy to sign up online. Appointments As you may already know, we cancelled non-essential appointments and activities, such as meter readings and replacements, to do our part and protect our teams and customers. We’ve started to put new processes in place so we can pick back up where we left off, and continue to keep our key workers and customers safe. We’re following government guidelines, and making sure our teams are confident that they are able to work safely. This means you may see our teams out and about more. We appreciate the support shown to all key workers, including our teams, so when you do see us, give a wave – from a 2 metre distance, of course! Please be aware, we’re restarting our activities slowly. If you have had a cancelled appointment, please be patient. We will be in touch with you when we’re sure we can work safely. FAQS Your water and sewerage services Is my water safe? Will you run out of water with all the extra hand washing? What should I do if I spot a leak? Will the water stop if your employees are sick or self isolating? What should I do if I have an urgent issue with my sewerage services? How do I report blockages? How do I report pollution? What if I need water to my new development? Bills and payments I'm struggling to pay due to Coronavirus, what can I do? How can I pay my bill? Will my bill go up with all the extra hand washing and cleaning? Will you turn the water off if I can't pay my bill? Can I apply for a payment break? Managing your account How can I tell you I'm moving home? How do I create an online account? Your contact centres are really busy, how can I manage my account? Can I manage a business account online? More information When every penny counts You're not alone. If you're struggling to pay your bill, we want to help Talk to us about financial support Create an online account Manage your account, any time, anywhere... well, anywhere with an internet connection Create an online account When you need support Take away the worry, with our Priority Services and financial support schemes Find out more Our Group Business Landlords Developers Wholesale services Contact us Legal Privacy Accessibility Modern slavery statement Cookies Careers Accessibility and language options Northumbrian Water Limited Registered in England and Wales Company Number: 02366703 Registered office: Northumbria House, Abbey Road, Pity Me, Durham, DH1 5FJ This website uses cookies By using our website you consent to all cookies in accordance with our Cookie Policy. Read more I AGREE I DISAGREE ×