Independent Water Networks Reviews 

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

Usually when I spend 28 minutes on the phone to someone, it’s either my Dad needing help with the computer or a customer service department who are less-than-helpful.

The same can’t be said about my experience on the phone to Aggie just now. According to a slew of IWNL emails, my account had been closed, so I phoned up to get things resolved. There was no wait time whatsoever (refreshing) and I was connected to Aggie, who took my details after I explained the issue.

Aggie was properly on the ball with things and found the problem quickly, before looking for a way to resolve it. It turns out my housing developer has already created an account in my name and I was being billed for the water they’d used before I moved in. Charming! Aggie redirected that bill to them and left me with the three days of £0.086 standing charge to pay. A whole 26 pence, which was ultimately written off when the payment system didn’t like my card - lucky me!

It didn’t feel like a 28 minute phone call, which goes to show how good Aggie’s customer service was. In fact, I quite enjoyed it. We both had a laugh at the situation and it improved my day.

If I was Aggie’s boss, I’d be promoting her as quickly as possible; or giving her star of the week at the very least!

Thank you, Aggie. I hope your boss agreed to write off that 26p!

We moved into a new built house where IWNL are the water provider. Unfortunately, the water meter was leaking, which was raised to us by the housing developer. After lengthy back and forth between IWNL and the developer we finally had an IWNL engineer scheduled to fix the issue. Despite raising my concerns that coming water bills won't be reflective of our water usage due to the leak at the time, 6 months on we have received a water bill that you would expect to run a water park rather than a 2 bedroom semi-detached. IWNL have been unable to retrieve any of our exchanges from that time, which has left me having to explain the entire case history again. IWNL now still claim that the amount to pay is justified despite the fact that the water usage is clearly unrealistic and obviously due to the leakage.

Ceri was super helpful and got my account set up very quickly with no issues. She also helped me out with a few follow up emails, where I got respones very quickly again. Thanks!

ho un depuratore IWM da quasi 2 anni e mi trovo benissimo.
lo consiglio a tutti

Amazing service.
Quick response time.

Excellent service

Great customer service, helping me efficiently with my request. Thank you.

The agent on the phone was extremely polite and professional. Even though she said she is new to the team she definitely provided the information I needed. Very impressed how quick and painless it was.

Worst company ever they are taking advantage of covid-19 which is appalling they charged me for march over 300% which is very bad i wouldn’t recommend to use this company

Great and professional

Excellent customer service. Very professional and helpful.