Meeting your needs

Our wholesale services team works closely together to keep operations running smoothly and resolve issues as quickly as possible.

The team also provides a point for escalation of issues or problems.

It's important that we understand your needs, so we provide an account manager to handle your business with us.

They'll:

• talk through and agree contractual issues
• manage regular liaison meetings
• work to find the right solutions for you

Our account managers are experienced professionals with extensive knowledge of the wider water industry and Northumbrian Water.

They have expertise in a broad cross-section of relevant activities, including metering, trade effluent, customer service and commercial water activity.

To achieve compliance with our Level Playing Fields, we've got a dedicated compliance officer in our team.

We can produce regular data on compliance and performance matters and are available to investigate and resolve and compliance related issues.

The wholesale service desk, property data team, settlement and reconciliation and compliance teams are based in Durham, in our northern operating area.

Our account management team is based in offices in Durham and near Chelmsford, in our southern operating area.

Our team is available Monday to Friday, from 9am to 5pm (excluding bank holidays).

Additional business hours may also be available on a required basis.

Out of office hours

You can contact our operations team at Northumbrian Water on 0345 717 1100, and our operations team at Essex & Suffolk Water on 0345 782 0999.

Other ways to contact us

If you prefer, you can email us at wholesale@nwl.co.uk.