10 months ago
Had a company come out asked me to call IWNL. I called them, spoke to Heath. Who resolved our issue, put us back onto water-sure and gave a proper professional service. Can't ask to be dealt with by a... See more
10 months ago
Clear instructions to set up new account
This is my first time as a IWN customer and I have to say the service I recieved on the phone was excellent. The lady was very pleasant and very clear with the company T&C's. I look forward to seeing if the rest of my customer service continues in the same manner.
Over priced. Conflicting customer service
Very helpful, got everything solved in one phone call. I’m sorry I didn’t catch the lady’s name who I spoke too but she was really good, thank you
Very helpful and polite service
Very professional, Friendly and helpful
They didn’t put the infrastructure in for a new development I purchased a house on correctly. So I had two years of poor water pressure. I didn’t report in the first year, as it didn’t realise this was causing the loss of hot water I was experiencing upstairs. I instead was attempting to have my boiler investigated and repaired. It cane out at the end of year two that it was impacting lots of people and being reported. We had to go to our MP to get action. Then it was identified the infrastructure hadn’t been set up correctly so we had really poor water pressure. I’m a priority customer and they rang me to speak about the repeated low water pressure issues being reported. I arranged a 6pm callback after work, but they didn’t ring back. Alongside this we had a water outage due to an unrelated issue, I wasn’t notified as a priority customer. They gave me £25 compensation for the two years of low water pressure, loss of hot water upstairs and having my boiler investigated investigated for faults. That’s based on industry requirement for compensation per year for poor water pressure. They know the issue has been ongoing for 2 years, but as I only realised the hot water loss was water pressure this year when lots of people on the development started discussing similar issues, they’ve said they’re not required to pay for year 1 compensation. They don’t check the infrastructure or do any checks to ensure water pressure is set up correctly. I got £10 for them not calling me back. Nothing for them not notifying me of a water outage. I asked for £70 and was given £35. For the issues, I think that’s unreasonable. I will be complaining to the external regulator.
Company is telling me I’ve used 50% more water than last year. Won’t listen to say I’ve had no changes and I’m the only person living here. Very unhelpful and don’t recommend, won’t be paying bills in full ongoing and refusing to locate my meter for me.
By far the worst water company in the UK .. waiting for a response to my email and complaint after we have been left with no water ..
Awful company. Had 2 occasions now where I have been left with no running water for over 12 hours and being a single parent with a young child this is simply unacceptable. No apology issued or compensation. When trying to call customer services they had just disconnected the phone lines so you can't get through.
Excellent, quick response, solving the problem.
Very helpful member of staff who resolved my query quickly.
I just joined Independent Water Networks and so far I am impressed with their customer service.I spoke to Jonathan last Friday -17th of January and he gave me a comprehensive and precise information about how my billing works and and how to make sure I am on top of my bills and paying for the real consumption of my water . Thank you for putting my mind at rest and gaining my trust.
Excellent service provided. Well Done
Quick reply to my phone call. Rapid response to enquiry and results. Thank you
Very efficent
Alex was fab sorted is out
Good feedback call
Excellent customer service and very patient and customer friendly service. You can ask as many questions as you please and they’d answer with utmost patience.
Very good service and great knowledge
Customer service was excellent.
Based on analysis of 48 reviews rated 1-2 stars for Independent Water Networks
“I’m a priority customer and they rang me to speak about the repeated low water pressure issues being reported”
“Utterly useless website, you sign up, then log in with your sign up details and it won't recognise them”
“They didn’t put the infrastructure in for a new development I purchased a house on correctly”
“Utterly useless website, you sign up, then log in with your sign up details and it won't recognise them”
“I WILL NOT PAY ANY CHARGES UNTIL I CAN READ THE METER”
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Independent Water Networks (IWNL) is a UK-based company that specializes in the ownership and operation of water and wastewater networks. The company provides essential services to both residential and commercial customers, including the supply of water, wastewater management, metering, and billing. As an independent water provider, IWNL operates in areas served by incumbent regional water companies, functioning under the regulatory oversight of Ofwat (The Water Services Regulation Authority). IWNL is committed to delivering reliable water services and adheres to established Codes of Practice and Guaranteed Standards that govern water companies in the UK. The company also offers additional support for customers facing challenges in paying their water bills, including payment plans and social tariffs, thereby ensuring accessibility and assistance for its diverse customer base.
Independent Water Networks receives mixed feedback from customers, with a notable divide in experiences. Many reviewers praise the helpfulness and professionalism of staff, particularly highlighting positive interactions with representatives like Heath and Paula, who resolve issues effectively and provide clear guidance. However, a significant number of consumers express frustration with the company's service, citing problems such as poor water pressure, inaccurate billing, and unresponsive customer support. Complaints about the website's functionality and the handling of meter readings are also prevalent, with some customers feeling misled or ignored. While some find the registration process straightforward, others report ongoing issues that remain unresolved.
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