Independent Water Networks has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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 better chap. Well done Heath, IWNL give this man a raise.
Very easy to use
Easy to register.
Clear instructions to set up new account
No description available yet.
Website
www.iwnl.co.uk100 total • Write a review
US
Utterly useless website, you sign up, then log in with your sign up details and it won't recognise them. I've renewed my password 3 times because of this and still it won't let me log in. Total pointless website you cannot access and customer service isn't much better. I've done a bank transfer for thankfully my final bill with them and I hope that I don't have to use them every again.
Date of experience: June 29, 2025
This company is peak degenerate garbage in customer service. They ask you hundreds of questions wasting time before you are able to speak about a single simple enquiry. What is worse is that after speaking with them, out of nowhere someone else reply the same question and pretends that they don't know you in the middle of the chat, asking the same hundreds of "security questions" again. Wait, but there is more - after about 5 minutes, someone else answers you and asks the same questions again! Ain't no way they don't do this on purpose. So passive ggressive tactics to say fu** off to the customers so they won't bother you again. This company is trash and should be investigated and should not be allowed to provide services at all. They don't even have an email address where you can simply write an enquiry, but they're hiding behind a lot of nonsense just to make it as hard as possible to contact them. And yes, almost every time it says "There are currently no advisers available." I had 3 different water utility companies in the past and nothing can even be compared with this IWNL. Even those people in customer service speak like brainless bots even if you send them a picture explaining in detail, they still write like dumb bots. Maybe they are AI bots, and if not, they should be replaced asap because there are no such difference between both.
Date of experience: June 26, 2025
Bought a new build and got these by default. First impressions were really good. Problems started when i asked to pay by monthly direct debit. They asked for £65 pm. Only 2 of us and we go away about 15 weeks a year. Pointed this out, and the fact that yorks water charged us £35 and we were still in credit. Got a very terse email saying its £65 pm for couples in our size of house and totally ignored our comments and reasoning as to why £65 was far too much.Must be very short of cash if they want me to pay so much more than needed! Anyway, i now read the meter monthly and pay by card. Guess what the average monthly bill is- £35 - but of course they know best....
Date of experience: June 18, 2025
US
this company lies to you all the time. thieves and scammers. I reported unable to read THE METER. They keep sending estimated bills. then they tell you no its been read. Not showing as read on the invoice. Lies. I WILL NOT PAY ANY CHARGES UNTIL I CAN READ THE METER. You say call you... Why would I do that you trat people like crap. send out letters that look like scam letter. you are the pits. You shoukd neber have been given a licence to sell water your a bunch of see you next tuesday.
Date of experience: June 6, 2025
I spoke to Heath today as I was still concerned about my bill that’s nearly tripled. I also rang yesterday but the lady I spoke to did not do what she was supposed to do. But I rang again today as I was still not happy and it seems that when I originally started the account the service agent wrote the wrong reading so it was way off So hopefully is now sorted Heather was great and very knowledgeable and couldn’t do enough to help. Once I am refunded and the new figure is calculated I will then renew my DD. Thankyou Heath you were truly a fantastic help. I will now wait and see what happens.
Date of experience: June 4, 2025
Really poor experience with this company, as a priority customer too. Issues for two years, unresolved. Phone calls not returned. When there are issues, they fail to notify priority customers. When I put a complaint in, they kept it to what they're 'legally obliged to give'. Not what is fair given repeat service issues. UPDATE following response: I already have an active complaint open and have asked for an appropriate level of compensation. IWNL have said that even though the water pressure was so bad for the last two years (so bad I thought my boiler was broken as I got no hot water upstairs) - that as they had no report of poor water pressure in the first year - they will only compensate £25. I would add the infrastructure for the new build estate (1,200 houses ish) was wrong and on-one obviously checks water pressure from IWNL?
Date of experience: June 1, 2025
Terrible company. Shocking service. This company makes me think you have to be corrupt, non communicative and lazy to run a water company, as they are all as bad and misleading as each other. Let my household rack up a debt for nearly 2 years after THEY set up the direct debit and told us how much it would be. Not even a call or a letter to say we were behind. Now they have quadrupled my bill with no explanation. After calling we then found out they had made a mistake and put us on estimate bills and acknowledged they should have contacted us much sooner. When the phone call ended we then had a email saying “we are concerned about your debt”. You had 2 years to put this right. How can anyone just afford a massive increase like that. You’re borderline criminal but will get away with it just like southern water and Thames water. Unfortunately you can’t just swap water companies.
Date of experience: May 22, 2025
As an alternative to the negative comments I actually found them very helpful and assuring on the phone and despite the recent price increases which we were all made aware of and a hike in my prices, they were polite, considerate and offered helpful advice going forward. I spoke to a very lovely and helpful lady named Paula who was patient and dealt with my query with empathy and consideration which is very much appreciated!
Date of experience: May 20, 2025
