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IWNL is prioritising the work we undertake during COVID-19 to make sure we keep your taps flowing, toilets flushing and providing you with a safe and reliable water supply.

Visiting your home

We will continue to offer a great service, whilst keeping our teams and customers safe and we practice the following additional safety measures:

  • If you have a scheduled appointment with IWNL and you need to postpone, we will be happy to re-arrange for another time.
  • If we need to arrange an appointment with you, we will ask before we visit if anyone in the home is ill or in self-isolation, to keep both you and our teams safe.
  • If we should call at your home and you are unwell, please let our teams know immediately so we can take the necessary precautions to keep both you and our teams safe.
  • If an engineer does visit your home, they will always maintain social distancing rules during the appointment.
  • Our engineer will be wearing protective clothing and gloves during appointments.

Flushing Advice - Restoring Supplies

With the ongoing lockdown restrictions, many buildings may have become vacant. If taps are not in regular use it can affect the quality of the water. Therefore you must flush the system to maintain the standard and quality of your drinking water.

All water systems within the building should be flushed before it reopens , including showers, toilets and sinks.

This advice also applies to industrial units, construction sites and commercial buildings

Please refer here for guidance on recovering drinking water supplies in buildings.

What should you flush?

Just a friendly reminder that only pee, poo and paper should go down the toilet. Anything else can cause major blockages in the sewers and could cause external flooding. Please help keep our sewers and your communities clear. Please click here for more information on keeping sewers clear.

Frequently asked questions

I'm worried about paying my bill – what can I do?

During this time of uncertainty we do understand at times it can be difficult to manage your finances. If you're having problems paying your bills, please call us on 02920 028 711 to discuss alternative payment options. We can always help, but we won't know unless you tell us.

I'm a vulnerable customer – can you help?

We have a range of services to support our customers who are identified as vulnerable, due to age, ill health or disability, whether that's on a short or long-term basis.

Some of the ways in which we can help are by:

  • Providing bills and documents in alternative formats such as large print, or Braille.
  • Dealing with someone you nominate to manage your account.
  • Priority service, providing help if the water supply is interrupted.

To sign up to our vulnerability register, log in to your online account or contact us.

For more information, please visit

Contacting us

There are many ways you can self-help, at any time of the day or night, by signing into your online account:

  • View and pay your bills online.
  • Switch to Direct Debit and E-billing.
  • Submit your meter reading.
  • Make changes to your personal details.
  • Add a secondary account holder.

If you do still need to contact us, you can:

  • Phone 02920 028 711 (lines are open 8am to 8pm Monday to Friday, and 9am to 1pm on Saturdays)
  • Chat to us online via our webchat service.
  • Submit a contact form.

Many thanks for your cooperation and understanding, and from all of us at IWNL, please stay safe.