Independent Water Networks Avaliações 

I registered my new house very quickly and easily.

Call centre staff have been good since we moved to this new build. Set up was straightforward, with the staff attentive and thorough. Subsequently felt we had water pressure issues and having conducted a flow test the call centre arranged an engineer but somehow it got lost in translation between morning and afternoon and did not receive advance notice before the engineer, Bradley turned up on the doorstep.

Very thorough and informative in his information gathering and responses both in the property and outside. Little he could do to improve matters but a worthwhile exercise in eliminating the greatest potential cause of the problem.

Fantastic customer service. Telephone calls great dealt with sending water engineer quickly and efficiently. Great communication.
Engineer that visited property was Baylie. He was great explained everything he did and showed me tests he completed. Baylie is a credit to the company. A***

Water leak outside school Friday am. Throughout the Friday intermittent water supply to a large number of houses. Then lunchtime Sat, zero water! Coming up to 24 hours and still no water. No communication or updates from the company and no bottled water deliveries until the Sunday morning, meaning people went around 16+ hours without access to clean drinking water.

When eventually got hold of someone through the emergency number (over 45 mins waiting) they gave false information, that the problem was being worked on overnight....lies.

Also the website hasn't been updated since 2021.

Also they said they send out texts to your phone number when issues arise etc...complete lie, no one in the area received one.

Shocking company, shocking communication.

Outrageous bullying behaviour

This company have written to me insisting they supply the property with services despite this being with another provider. They have continued to harass me despite me providing proof that the bills are paid elsewhere. They say they have a legal right to do this and will continue despite the above information. I have asked them to contact the other provider and they have refused. I have never set an account up with them yet they continue to send me bills. Its very stressful and unsettling. This all leads me to believe this is a scam company who practice bullying tactics in the hope of forcing unsuspecting people to pay. Avoid at all costs!

Complete scam of an organisation, £140 a month water bills, November bill over £200, unacceptable billing, unacceptable bills and prices, I’d rather they take me to the county court and they can explain to the court how it’s over £200 a month for water 2 adults and 2 children

IWNL is recording a significant increase in water usage at my property despite no change in household size (single occupant) or daily habits. The figures equate to over 7,000 litres per month, which is entirely unrealistic for one person and does not reflect actual use.

IWNL’s own guidance shows how much water 1,000 litres represents, making the recorded usage clearly implausible. Several neighbours on the same estate are experiencing similar unexplained increases, suggesting a wider issue with meters or data collection.

I’ve raised a formal complaint requesting meter testing, estate-wide investigation, and transparency around how usage is shared with ICOSA for sewerage charges. Until this is properly investigated, I have serious concerns about billing accuracy and fairness.

Nice and easy company to set up online account

I am deeply concerned about the decision by the developer to choose this particular water company. The monthly water bill of £83 is excessively high and completely disproportionate to normal household usage. Despite this cost, there has been no clear, reasonable, or transparent explanation provided to justify such charges.

This situation is unacceptable and places an unfair financial burden on residents. Basic utilities such as water should be affordable and reasonably priced, not treated as a means for exploitation. The lack of accountability and justification makes this arrangement appear driven by greed rather than the welfare of residents.

I strongly believe this matter requires urgent review, transparency, and corrective action, as the current charges feel exploitative and unjust. The tyranny of a tyrant is sustained by the silence of the oppressed.
I cannot continue with this.

Awful Company! AVOID! Single tenant and water bill doubled in price and units used and no change in circumstances. Couldn’t find my meter anywhere and refused to locate it for me so everything was based on estimates even tho they’ve put “actual” reading on my account. They’re adamant the readings are correct but definitely aren’t I said abouts potential Leak and didn’t investigate. Thankfully left the property now and this is useless water company but they hadn’t even informed the new tenants.

Great customer service,very clear and helpful

As many others have said, costs seem high. Moved to a new build house, no option in supplier. Same amount of people, less bathrooms/ toilets than previous but monthly cost roughly 40% higher than last house

It was all ok for a while however now had a bill for £84 a month when we don't use that much water. I admit the direct debit they set was low and over 8 months now owe £84 on top but why say our direct debit will go to £84 a month from now on! Thats only 10.50 a month more not £60 a month more. The chat feature wasn't answered for over 24 hours however the telephone customer service staff was much more helpful and saved the day added more stars because of them.

New property 12 months ago. They contacted me in March to say my usage required a D/D of £19 a month, agreed. Now, November, they tell me the D/D is increased to £44 a month. Questioned why and was told that in April OFWAT said they could increase charges from £1.77 per 1000 litres to £2.54 and standing charge from 10p a day to 14p a day because pipework needed replacing. It’s a new property!!!
it is around. 50% increase, and I have used (they claim) more water than they thought I would use when settling up to D/D in March. I had no advice of increased charges although the customer service guy said they sent me an email, then said it was a mail…..never seen them.
It smells to me, I want to go back to STrent, is that possible?

I had no choice but to switch to this company when I moved into a new-build property. If I’d had any say in it, I would have stayed with South East Water, who always provided excellent customer care. Unfortunately, many other people on Trustpilot seem to be in the same situation — stuck with this supplier and dealing with the same problems.

Since joining, it has been nothing but stress. My bills are wrong month after month, full of estimates and random extra charges. Even when I submit my own meter readings, the system somehow makes things worse. I was even told I shouldn’t have used the “generate bill” button, despite there being no warning on the website that this would cause issues.

I’m on the WaterSure scheme due to medical needs, which should cap my bills at the local average, yet every bill I receive is higher. I’ve contacted them repeatedly by phone and WhatsApp, and I never receive a clear answer or any real help. Just vague messages and promises that go nowhere.

Judging from the other reviews, this is not an isolated issue. The billing system is chaotic, customer service is appalling, and they do not seem equipped to support vulnerable customers or anyone simply trying to understand their charges.

If you have a choice of water supplier, I strongly advise you to avoid this one. I wish I could.

Steve Caress explained fully reason for being on my property in my water meter. I felt he should have rung
doorbell first to explain but he was very polite and friendly with his explanation hence ghe 5 stars.

If only every company had a Steve Caress. He really went above and beyond.
My bill is so expensive compared to my neighbors, I happen to see Steve and asked a few questions and he went out of his way to do a full check. We now believe there is an issue. Hopefully now the service from Steve is followed through with the other departments.
Thank you Steve you are really made a difference.

Warning to others: Avoid Independent Water Networks at all costs. Their lack of transparency, inability to set up accounts properly, and fictitious billing practices suggest a company in serious trouble in my opinion.

I am disturbed by the conduct of Independent Water Networks. On 28th October, I received a letter from their Finance Manager, Andrew Walters, claiming I had an outstanding payment and that they had previously sent me an invoice—which is completely false.

When I moved into these premises in early September, I applied for an account with Independent Water Networks (no option but to use them) and received an email confirming they were setting up my account and would respond with the details. Two months later, I have received no account details, no proper communication—only an invoice for an amount that is outrageously inflated for the water I could have used.

They never took an initial meter reading, so this charge appears baseless and borders on fraudulent. This is not just poor service; it raises serious questions about their integrity and financial practices.

To make matters worse, they provide no email address for contact—only a phone number. On 28th October, I called at 9:30 AM and was left on hold for over 30 minutes with no queue information. I eventually gave up. It seems impossible to reach them.

I demand that they provide a valid email address immediately so I can resolve this professionally and be billed honestly.