Independent Water Networks Avis 

Awful, awful, awful, awful, evil company.

Refuse to fix water pressure issue even with a pregnant woman and toddler in the house, what if my toddler gets a burn and we need to run the cold tap and there's no water due to the pressure or we need to feed the newborn baby but can't get access to water ? They literally do not care one single bit.

I've never hated a company so much in my life.

*Despite IWNL comments below this has not been resolved, they lie as well evil people.

Shit place to work for. They will bully you unless you tow the company line and don't make waves which is impossible if they want any feedback at all. Would never work for this company again or the parent company of BUUK total nightmare 2 years of my life. If your thinking of working for them Run Run far and fast!

Exemplary service levels from IWNL today. Reported a loss of water at 4am, received a follow up call within the hour outlining what was happening, and a further two calls during the near 12 hour outage - one advising when they expected the water to be back on, and the second advising they were delivering bottled water to the area. All calls were from very friendly staff members. We live on a new development which is serviced by IWNL, but the majority of the village is served by Anglia Water - Anglia Water didn’t provide their customers with any water during the lengthy outage.
Well done IWNL - Very impressed!
CM3 postcode - customer

I previously lived in a property supplied by iwnl I informed them I was moving to another house also with the water supplied by iwnl. But since I moved into my new property I have tried accessing my new account online with password resets galore and still I cannot log in. This is absolutely pathetic. I've been on the online chat, I've constantly emailed them to try and get access to my online account so that I can pay my monthly bill online, but still cannot log in. My bills are now mounting up and my stress levels and anxiety have gone through the roof. Don't know what else I'm supposed to do. They ask me to try logging in on another device....and yes I've even tried that. They are not helpful at all.

I have tenants moving out and moving into a property. Their meter in broken and inaccessible. These clowns are trying to tell me to set it up and finalise it based on their made up estimates. This is all fine until the current tenant moves out in maybe 3 years like the other tenants and then refuses to pay their water bill because it is based on estimates. You need to close the last account with and ACTUAL reading that you need to supply me with because your stupid meter cover in the back yard under a fence is broken.

UPDATE I phoned this number, no one can find the account or the complaint. Someone from complaints called and left a mumbled message and I could not hear the name. When I called they could not find who called. I now have an email for billing, which is of no use to me, because I do not have an actual meter reading for the last tenants or the new tenants. THIS IS AN UTTER SHAMBLES.

My water bill keeps going up, i have seen my bank account saying ××× amount will be taken from your bank account after me paying my bill 3 days back, mind you my water bill is set to direct debit. I pay x3 what I was paying from my last address with yorkshire water. I don't get it, I live by myself as my last address. I didn't change any of my routine on the new address, it is still me from the old address to the new address but the water bill with IWN is high can someone explain to me what is happening here. THis is so annoying.

Almost double the cost of our last provider - can’t believe I’m saying this but wish we had United Utilities back!

Tried to charge me nearly £150 (completely wrong!) for a month’s water usage in a single occupancy property. First excuse was that this was done because they estimated the occupancy as 3 people. They then changed their mind and said it was because of a jump in the first initial read provided by the developer. Now it’s apparently my fault for not setting up an account when they hadn’t even provided me with the paperwork to do so. But according to them, their rubbish customer service and non-attempts at resolution are all OK because at least they’re still meeting the Offwatt minimum standards (supposedly). Haven’t had to make a single phone call to a water company in a decade but since switching to IWN I’ve had 5 calls in 2 days. Will actively avoid living in any property that I know is supplied by IWN in the future.

Have to prove a paid a bill as the bill was sent to occupier as we are a new build..want my bank statement..no way. Rude child on phone with no authority to fo anything. Sent me a monthly will for 51.00 but want a direct debit of 61.00 setting up and will review in 6 months. That's an overpayment in their pockets of 60.00 no way. Will pay on demand if they can put my money to the right account.

I've only been with them for a couple months, but the billing, account process and everything else seems simple and straightforward. I have had to ring customer support a couple times and I greatly appreciate their larger available times for the customer support and ther representatives have been great whenever I have spoken to them.

Compared to other utilities I have had to deal with before, they're shining brighter than the others.

I take this opportunity to say big thank you to Merula for his support and patience. Very professional service and excellent customer service.
Thank you for helping me to get my online account and refund sorted.

Kind regards, Cristian

I wanted to write a really positive review about the customer service team.

My meter was changed yesterday (without notice) not by IWNL but an independent contractor. They didn’t bother to check if everything was fine and disappeared. It was sometime later the toilets wouldn’t flush and the heating didn’t come on that I knew I had a problem.

It was a completely isolated incident so I called IWNL. Graham and Laura were bloody fantastic. They were caring and kept me updated. I received a follow-up call today by another lady (sorry I forgot your name but I think it might be Hannah). I mean come on, great service or what.

Anyway, the out of hours team were out an hour after I reported it and there were 5 of them digging up my garden around the meter but they got it done at 9pm! Thank you all so much.

There is still some work to do but I’m confident it will be sorted asap.

Great work!

The direct debit guarantee is £65
But this rubbish company charged me £84

CHEATER!!!!!!!!!

VERY EXPENSIVE!!!not allowed to change company...

Definitely, Definitely, worst.
Other companies charge base on water meter.
This company charge based on their own estimation hahahaha.
And even I say I was in holiday and send them real water meter reading?
They reject it because it is unreasonably low fk
And then If I ask to provide my real water meter reading?--> They said wait until next year and providing is my responsibility wow. I provided water meter reading with photo and you rejected it because it is "UNREASONABLY LOW"
And Also based on customer rights law, protection law, if customer request actual billing, suppliers should provide details not saying wait recipte until next year when out engineer go for yearly review and say "we won't do actuall meter reading before it".
You guys have my record of calling. Go and listen it.
I also have email you reject three times my water read photo because of unreasonably high or low hahahaha.
All my writing is true.
Why customer need to spend too much time to prove t and get so much stress and wasting too much time to correct your stupid estimation?
Please use another company, Please.
Than No stress, No time waste for you building residents and no complaintes.
My building concierge needed to check my water reading so many times,
And even if I prove it, I got rejected hahahaha .
Definitely need to report to Ofwat Reguations, Consumer Council for Water (CCW), Consumer protection organisations.

Awful company! I have been getting over charged for nearly a year despite complaining & getting no resolution.

To add, they sent me an email stating in 2 weeks time my bill is going up significantly, I will be escalating to the CCW for further investigation & would recommend everyone does so!

Have been moved in over 1 year & they are still not charging us correctly after countless calls & emails, their service is appalling.

More expensive than our local water board and really slow communication response.
Not impressed and would not recommend.

Hi and yet again I received my out of date estimated invoice from IWL and yet again I have had to spend 40 minutes on the phone to latterly Chris and a lady before Chris.

All we want is an accurate Invoice from the last one - 10th May reading 19 to today 11th June reading 30 ....how simple is that? Well clearly to IWNL this is very difficult. ..AHH but we do it this way we do ....etc etc Sorry but unless you do what other companies do eg invoice for the right usage and therefore right amount you will continue to have such negative reviews - my third

Shambolic.

Trying to bill me for the water used by the Developer! This is despite giving them a reading upon moving in.

I’d hate to think how many residents have been incorrectly billed by this incompetent company!

Bring back Severn Trent Water!