Independent Water Networks Avaliações 

Spoke to a rep on WhatsApp and helped me out after going through security questions.

I was going to write a longer review but seeing how much bad stuff they have already is it worth it? Anyway, they decided to increased direct debit 90% and I have for 2 days tried to understand if this is an estimate of usage or actual reading [ must be estimate] . Over an hour on the phone, just rings out. Tried live chat and 'not operating' No email alternative. Tried What's up route - no reply. Went to try complaint route and says you contact them first ....by phone. You cant run a business for customers like this but of course with a captive market [ to an extent] why should they go that extra mile...or even provide a basic customer experience.? Shocking

Helpful knowledgeable staff, made the process very quick and easy.

I spoke to Eleanor
on the phone to set up a new account and she was so helpful and friendly! Didn’t wait long on hold either.

I normally don’t write reviews but today about 12.30 I called and Sean was outstanding nice friendly and very helpful in setting up my account he also advised me on couple of good things in setting up my account. I do hope that this gets back to Sean

I spoke to Dan today who was very professional, helpful and friendly!
Thanks every company should have a Dan!

Setting up a new account.
I don’t remember the ladies name but she was very helpful and made the whole experience a very easy one.

I have been with with this company for 6 years, recently I faced financial hardship and was full of anxiety as I had never been behind on my bills until a unexpected hospital admission. I spoke to Toby who was absolutely amazing, Toby helped me to take the water reading, update me on a priority register (which I didn't realise 8 wasn't on) Toby was extremely patient with me which helped my anxiety as i have a neurological condition im rubbish at navigating online and forms. Toby went above and beyond to help me and support me. Absolutely brilliant customer service.

AVOID! Water rates are sky high! Monthly bill has gone up by 33% and they say it’s in line with all water rates yet a friend in a similar property (size, age, location, etc) who is also single with 2 children pays 25% of what I pay! After 2 and a half hours on their WhatsApp chat I was continuously told I was on the best tariff, when I asked for the criteria for any of their plans to help they are unrealistic. Absolutely disgusting company for what they charge! I’m looking to move in the next year and I will add to my list not to move into a property supplied by IWNL.

Thank you Dan - A. Customer service advisor who went above and beyond I give you 10/10

We had no choice in provider. They came with our new build house! :) Early days, so a bit hard to write a review... so far so good!

Independent Water Networks have proven to be untrustworthy and inefficient, with ongoing discrepancies, poor communication, and a complete lack of professionalism. After multiple phone calls and emails requesting my monthly bills, they refused to provide them. Later, they sent a bill exceeding £1,000, claiming it was due to a meter mix-up with my neighbour and assured me it would be resolved immediately. However, nothing was done, and I ended up paying the full amount. When I asked for a detailed breakdown of my usage which I’m entitled to, they refused again. This ongoing poor service has significantly impacted my mental health. This whole experience has been extremely stressful and disappointing.

After almost a year of wrangling with the water network over charging me 2 yrs of bills when i wasnt even living in England ( previous tenant cant have had an account) i today watsapped with DAVE. He did more in the half hour than anyone has done to try and sort this so far.
Fingers crossed it works out as it should and i arent left still paying the previous tenants debt.
Bigthanks to DAVE 28 JULY 25.

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.

Update:
Their comment is pointless as I’ve already been in contact with them and they’ve told me that’s their final response

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.

Clear instructions to set up new account

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.

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.