Independent Water Networks Avis 

Awful customer service - awful service provision

My bills were £15 a month and suddenly shot up to £53, I thought this seemed high but first time living alone so guessed it was normal, they they went up to £68 so I called was asked to take a picture of my meter, nothing happened it then went up to £132 I called again, again was told to send a picture of my meter and that they have the wrong meter attached to my flat, again nothing happened, called again was told an engineer had to come out, that’s right to take ANOTHER picture of my meter, again NOTHING happened! Still paying £132 a month and still no one seems to be doing anything to sort it out! Absolutely disgusting!!!!

While I was disappointed by the recent, unexpected raise in water fees from Independent Water Networks, I have to acknowledge that the company consistently provides reliable and efficient service. Throughout my experience, water quality has always been high, with stable pressure and prompt resolution of any supply issues. Customer service is courteous and responsive, making it easy to get in touch and have questions answered quickly.
However, it is frustrating that this significant price increase came without any clear communication about enhanced services or infrastructure improvements. Aside from the reliable day-to-day operations, I have not noticed any noticeable upgrades or added benefits for customers that would help justify the higher fees.
Overall, while the core service remains dependable and support is professional, I hope that future changes will be paired with greater transparency and tangible improvements for customers.

Very polite very informative knowledgeable quick service. On the whole customer service was excellent.

My experience was a very positive one. The staff member was very friendly, polite and professional. He explained everything really simply and well. The whole registration process was quick and easy to follow.

I have just moved to a new build property and contacted IWNL to set up a new account. The process was clearly explained by the staff and any questions dealt with in a professional manner. Overall a very pleasant experience 😃😃😃

Zero. Trying to speak to a sensible person £140 for 3 weeks based upon an estimate when we moved in. Our actual useage for 3 days is £1

Honestly this company takes the piss!! Considering legally supposed to keep their prices LOWER or at least MATCH regional prices! Just had no water for over 12 hours and then send an email saying their prices are going up AGAIN!!! Absolute JOKE! £78 for a 2 bed flat in which barely any of us are at home due to working!!!

IWNL do not even deserve a star.

The only reason IWNL still has customers is because many of us don't have a choice. They serve new-build developments, leaving residents effectively trapped with a company they never chose. When customers have nowhere else to go, it certainly doesn't feel like there's much incentive to provide decent customer service, transparent pricing or any sense of accountability.

We're a household of just two people and somehow pay well over £100 per month for water. Despite repeatedly questioning our bills, there has never been any meaningful transparency as to how these charges are justified. You simply receive a bill and are expected to accept it.

The customer service is beyond frustrating. Their WhatsApp service is nothing short of a farce. They ask one security question, disappear for hours or even until the next day, return with another question, disappear again, and the whole process repeats itself. A conversation that should take five minutes somehow takes weeks. It feels less like customer service and more like a deliberate obstacle course designed to test how much patience customers have before they give up.

The most shocking part, however, is their complete disregard for customer safety. We reported that our water meter had been left exposed with protruding nails around it, and one of us was actually caught by them while trying to read the meter. This wasn't a cosmetic issue or a minor inconvenience - it was a genuine safety hazard. Months later? Absolutely nothing. No meaningful update, no acknowledgement of the seriousness of the issue, no ownership and no urgency. It was simply ignored.

Trying to make a complaint is equally painful. The complaints process is unnecessarily confusing, opaque and seemingly designed to make customers jump through endless hoops before getting anywhere. Rather than giving customers confidence that their concerns will be investigated fairly, it leaves you with the impression that the process exists to discourage complaints rather than resolve them.

What says it all is that none of this appears to be unusual. Spend five minutes reading the reviews and you'll see the same themes repeated time and time again - poor communication, excessive bills, unanswered complaints, painfully slow responses and customers left feeling completely ignored. When the same criticisms are raised over and over again by different people, the company should be asking itself some very serious questions.

For an essential utility provider, the standard of service is astonishingly poor. Customers shouldn't have to chase for weeks, fight to get simple answers or worry that reported safety issues will disappear into a black hole. Yet that has been my experience from start to finish.

This company has demonstrated, at every opportunity, how little it values its customers. Poor communication. Poor accountability. Poor transparency. Poor complaint handling. And a level of customer service that falls well below what anyone should reasonably expect from a company providing an essential public service.

I will be taking my complaint further because this simply isn't good enough. If regulators want to understand why so many customers are dissatisfied, they only need to look at the volume and consistency of the reviews left by people who, like me, have been left feeling they have nowhere to turn.

Avoid if you can. Sadly, many of us can't.

I have been experiencing a recurring skin issue after showering. Each time I use the water, I develop small spots and irritation on my skin, followed by intense itching that can be very uncomfortable.
I am concerned about whether this could be related to water quality or other factors in the supply, as the issue consistently appears after contact with tap water.
I would appreciate it if the company could look into potential water quality issues or let me know if other customers have reported similar experiences. At the moment, this has been quite distressing and affects my daily comfort.
I live Norfolk area in King's Lynn

Setting up new home account was very easy.

Just know its going to be HELL with this company. Not even signed up yet (there useless website splits everything with an @ symbol to make life harder. Pressing the whats app button on there website also deleted the data already in the website. Great. You just know when its this awful they are clearly a monopoly and have you by the throat.

Already a trial and looking at reviews I just KNOW its going to be awful. So sad I can't just use Anglian water.

Carl & Baylie came out today to check our new water meter.

I complained about my low water pressures from 2 years ago, and with no hesitation they came into the house to have a look and made recommendations. I thought they were absolute gems, with how they handled my distress and offered their kind help.

Thank you guys!

Same problem as most other reviewers - new build and stuck with this company. It started at £50 a month and has somehow climbed to £74 on a Direct Debit (in credit). The worst part is that the waste water company, United Utilities, is separate, and their charges are scaled from the IWNL payment, but they're charging £96 a month...much more for sewage treatment than water being used at the property?

It’s getting too expensive, especially with my wife on maternity leave (more washing being done and bottles being made for baby), and we’re expecting it to only get worse.

Revised prices and review rating because United Utilities is more at fault, but still annoyed as no support.

We had an outage for a short while today, so they came to test our water supply for bacteria, etc. Charlotte was brilliant, she explained everything that she was doing, while she was doing it and when we would get the results.

If there was a zero star, I'd give to this useless company.
I have given a review some months back on how terrible they are, I just came back here to re-iterate it - this is the worst company on the surface of the earth. And I have decided to come here every month and give them a review until they get better. They just bill you whatever they feel like! My bill keeps increasing every month for no reason. If anyone know a way on how to report this shitty company, please feel free to share with me

Wery fast wery clear wery frendly thank you

I’ve struggled with this company since I moved into my new build. They estimated all my readings (getting one done is not simple) and left me with a significant bill. I questioned whether I had a leak as it was so high. They sent their employee Steve who was brilliant. He did all the due diligence, explained and tracked my usage and provided reassurance. Without Steve this review would be terrible. You are saved by your great employee who went out of his way to provide a good customer experience.

Terrible company, they overcharge, they don't have smart meters. I was charged almost £300 for two months. There's no email contact. The company was imposed by the developer, and there's no way to change it.

Had a lovely experience with Joe today. He was very helpful, knowledgable and helped me solve an issue I was having. Calling for help is normally such a pain, and you end the call with no useful answers. I only wish when I had to call for support everyone could be like Joe!