Independent Water Networks Reviews 

Just started with this company in a new build property, called today to set up account and direct debit etc, Russell was polite, friendly and very helpful. 5 star service, thanks Russell 😊

I encountered an issue with a payment increase where the bill almost doubled. Upon calling, I spoke with Hannah who was very polite and explained clearly how everything was calculated.
I should just need to give a meter reading for the next couple of months to provide more accurate usage data for the bill to be re-calculated.

Good afternoon IWNL, I have this week received details that this company is my service provider, I’ve reviewed the Companies House information mainly because I’ve never heard of them, please confirm that IWNL, did actually install the network for Princes Meadow Kirkham Preston.
My post code is PR4 2FL
Kindest regards
Neil

Can I just say how amazing Paige is with helping me retrieve my active account in IWNL?? Such a life saver!!! I can’t thank you enough for the patience and the constant reassurance she has provided me!!!

8 months on from original water contamination issue. Still waiting for roads and pathways to be reinstated.

Communications and expediency still appalling. Plenty of sympathy but action would have been better.

I am currently out of the UK and want to login to know the bill and pay, but I find that maybe because of the network problem, I cannot login. I cannot contact IWNL by phone because international call is expensive. I cannot find any email address in the website to contact IWNL. Very inconvenient. I only want to know the bill and pay.

Mains burst last night. I keep being taken off priority list and every time I speak with someone I have to check it still shows as I am registered disabled. I was told late this afternoon that there was fresh water delivered to top of the estate. Asked if I could get help or it be delivered as when on priority it should be. I was then told I have to collect it. How am I supposed to carry all that back to my house. I was then asked if I could get a family member to drive up to help... its disgusting. I'm getting small amounts of water come through pipes and have been told that as I'm getting some that's apparently all fine.... what makes it worse is that fresh water which Is a basic was inaccessible for me due to my disability.

I was getting pretty flustered about my new move to property supplied by IWNL and did a live chat with Ollie. I must say that he and all staff have beeen very helpful and nothing was a bother to solve my querry. Ollie is certainly a credit to the company.

All the customer service staff have always been helpful but I wasn’t really getting anywhere with my problem. I spoke to a lady called Florina who was exceptional. I just could not log in no matter what was tried. She tracked down what the problem was and now all is up and running. I do not like estimated bills because as a customer you are always overcharged but now I can read my meter and send in an actual reading on the website. Thank you Florina for being so patient and helpful. You are a star.

Already 1 week basically whole customer support of IWNL team (part of BUUK) can't change incorrect details that they incorrectly set up in my account.

Three customer support employers basically did nothing to help me with the following:
- Change Address from Flat XX to flat NN
- Change meter serial number from TTTTTT to NNNNNNN

They are fully aware of situation, but basically can't change anything. This is ridiculous. Why do you have 24 hours a day and 7 day a week support team that barely can't help with basic things? This is a third time that I'm trying to reach with this issue! How many people required to change two numbers?

Horrendous company. To cut it short, firstly the water supply was contaminated - (For how long this was the case before they advised of this and issued a 'Do Not Use' notice they wont say) then they installed 'temporary' overground pipes that freeze in cold conditions and require the taps to be left running. Now, with as yet no compensation having been offered for the distress and inconvenience of all this, they want to excavate residents drive's and back gardens in order to install a new underground system 5 months later. When they couldn't even install a water supply correctly in the first place what are the chances these cowboys will do it properly the second time? Avoid them at all costs and do not buy a property on a new build estate where Independent Water Networks operate. They couldn't run a bath, never mind a professional company, and if they tried, the bathwater would probably be contaminated too!

No water supply since Saturday 14th of January 2023 from midday until 6pm and today 15th of January again no water supply from 9am. The customer service are not aware of anything and it will take an hour or more for an engineer to contact me. Not even a notification from the company to inform their customers for any shortage or problems in my area.
Your company is not trustworthy. I am very generous to give one star but in fact it should be zero star.

Just moved into a new build and was extremely nervous about how to go about paying for utilities so I made sure to call first thing. I got through to Kourney and I just want her recognised for the wonderful customer service she provided because she wasn't only lovely to talk to but extremely informative advising I needed to call seven trent too, even providing the number. She is personable and knowledgable and an asset to your team- please make sure you recognise her in some way as she surely deserves it.

Shocking out of hours emergency customer service. Put through to essentially what was clearly a call centre. The staff here had no ability to take details, update or contact an engineer.
Advised to check the website only to be taken around in circles and directed back to the call centre.
Absolutely appalling!!!!

When I first moved in to the house, I contacted Severn Trent Water as they supply to my area. They told me it'll take a few weeks for them to set up my account and I won't be charged for this period. Then I receive a £400 bill for Independent Water Networks (IWN). I raised a complaint and a result established that there was a leak at the meter. The engineer told me he had reported this leak at least 4 weeks ago, yet when I contacted IWN they had no idea about the leak. The complaints team who contacted me was very patronising. I wanted my DOB taken off the records as it's not necessary or relevant piece of information for a water company to have, they couldn't do that straightaway. Any leak outside of the property is the water companies responsibility yet they haven't taken that money off my bills straightaway. Very unhappy with the service. Doesn't a £400 bill for 2 months need investigation at straight away, without a customer complaint?

The company themselves are fine but the damn website just times out over and over. For the last few months it's been a nightmare trying to get my bill paid. I get the email, click pay now and.... Time out. Everything I try, logging in via the website, email links... Just fails every time. What should be a twenty second job takes me ages of messing around. Anyone else having this or just me?!!!

We had an issue as our payments and estimated readings were incorrect this was then discovered because we had the wrong meter serial number assigned to our house. All issues resolved!

I would like to say a massive thank you to Gabrielle, who was fantastic from start to finish and a credit to the team.
Please pass this onto one of the senior managers as Gabrielle deserves to be rewarded for the amazing customer service.

Thank you once again for resolving all the issues and correcting our DD amount and the credit refund.

You are a star!!

Fantastic experience with customer service today by Gabriella (Gabbie), she was too friendly, kind, understanding and really helpful and sleek!
Many thanks for sorting me out today!

Issam

The company is slightly pricey compared to others but being on a new estate I'm kinda tied into them.
Had my DD increased ~28% in a month so called them to check. I cannot fault the gent on the phone, Lewis, who helped a lot.
After some math's, checking of the meter, turning stop cocks on-off, and running round the house playing with taps we confirms the problem wasn't internal i.e. a leak or similar.
They claimed I had used 3000L of water over the last 10d! I mean I do wash regular but 3000L, c'mon! The next plan is to read meter each day to compare with what I have used.
Looks like fewer toilet flushes, shorted showers, and 1 bowl of water to wash dishes in ;-)
Anyway, overall positive but feel they could lower their prices