Independent Water Networks Reviews 

Shambolic.

Trying to bill me for the water used by the Developer! This is despite giving them a reading upon moving in.

I’d hate to think how many residents have been incorrectly billed by this incompetent company!

Bring back Severn Trent Water!

Unfortunately not having a positive experience with this company. They have refused to cancel my direct debit verbally over the phone and completely ignoring my requests in writing to cancel my direct debit.
Unhelpful company. I could go on but I have an active written complaint so we shall see if iwnl ignore my complaint.

I have tried to speak to this company to sort out problems with the residential/corporate side of the business. that has been set up totally incorrectly. We are a school who are locked to I.W.R. with spids on the national water database. I.W.R are set up as both wholesale and retail. I have been hung up on multiple times, advisors have stated that they will go and get someone who can help, left me on the phone for over 20 minutes then hung up. over 2 hours have been wasted trying to sort out what should be a very easy problem

I am compelled to express my extreme disappointment with the handling of support services by Independent Water Networks during a recent incident at the Marleigh development on Newmarket Road, Cambridge, CB5. Despite acknowledging the disruption caused, their decision-making regarding resident assistance has left much to be desired.

The assertion that IWNL made the decision to offer a range of support services" appears more like a token gesture rather than genuine assistance. While they provided communication outlining which expenses could be claimed for, it is evident that their definition of support falls drastically short of residents' actual needs.

In particular, the refusal to cover the costs of guests' meals is utterly unreasonable and demonstrates a lack of empathy towards residents facing unexpected circumstances. Under the pretext of assessing "reasonable costs," they have callously dismissed a legitimate request for reimbursement, leaving residents to shoulder additional financial burdens during a time of crisis.

This dismissive attitude towards resident concerns is unacceptable. As a resident impacted by the incident, I expected better from IWNL. Their failure to recognize and address the genuine needs of residents reflects poorly on their commitment to resident welfare and highlights a glaring lack of compassion.

In light of this disappointing experience, I urge prospective residents to reconsider their choice of property management company carefully. It is evident that IWNL falls short in providing meaningful support and assistance when it matters most, leaving residents feeling abandoned and disregarded.

In conclusion, I am deeply disappointed by Independent Water Network's handling of resident support services during the recent incident. Their refusal to cover reasonable expenses, including guests' meals, showcases a troubling lack of empathy and highlights their disregard for resident well-being. Such behavior is unacceptable and warrants serious reconsideration by both current and prospective residents.

Sincerely,
Ambonglu Marcus

Just started with this company in a new build property, called today to set up account and direct debit etc, Russell was polite, friendly and very helpful. 5 star service, thanks Russell 😊

I am not happy with the fact that they put meters readings by themselves by using incorrect data which increasing my bills. On 29th they put 55, I looked today on 31st it's still 55 when I used water between these days. I believe they looked on the meter of my neighbour. I know it's not a big difference, but I want to pay for what I was used. last year they were increased my bills on 5 cubic meters more than it was in reality and it was changed because photograph was provided.
When I asked them to provide me with the photograph evidence they couldn't, they said by the law they not allowed do not check meter readings, but it looks like they allowed by the law to use their position to interfere with your accounts and bills.
Unfortunately next negative review.

I encountered an issue with a payment increase where the bill almost doubled. Upon calling, I spoke with Hannah who was very polite and explained clearly how everything was calculated.
I should just need to give a meter reading for the next couple of months to provide more accurate usage data for the bill to be re-calculated.

Good afternoon IWNL, I have this week received details that this company is my service provider, I’ve reviewed the Companies House information mainly because I’ve never heard of them, please confirm that IWNL, did actually install the network for Princes Meadow Kirkham Preston.
My post code is PR4 2FL
Kindest regards
Neil

Can I just say how amazing Paige is with helping me retrieve my active account in IWNL?? Such a life saver!!! I can’t thank you enough for the patience and the constant reassurance she has provided me!!!

8 months on from original water contamination issue. Still waiting for roads and pathways to be reinstated.

Communications and expediency still appalling. Plenty of sympathy but action would have been better.

I am currently out of the UK and want to login to know the bill and pay, but I find that maybe because of the network problem, I cannot login. I cannot contact IWNL by phone because international call is expensive. I cannot find any email address in the website to contact IWNL. Very inconvenient. I only want to know the bill and pay.

Mains burst last night. I keep being taken off priority list and every time I speak with someone I have to check it still shows as I am registered disabled. I was told late this afternoon that there was fresh water delivered to top of the estate. Asked if I could get help or it be delivered as when on priority it should be. I was then told I have to collect it. How am I supposed to carry all that back to my house. I was then asked if I could get a family member to drive up to help... its disgusting. I'm getting small amounts of water come through pipes and have been told that as I'm getting some that's apparently all fine.... what makes it worse is that fresh water which Is a basic was inaccessible for me due to my disability.

I was getting pretty flustered about my new move to property supplied by IWNL and did a live chat with Ollie. I must say that he and all staff have beeen very helpful and nothing was a bother to solve my querry. Ollie is certainly a credit to the company.

All the customer service staff have always been helpful but I wasn’t really getting anywhere with my problem. I spoke to a lady called Florina who was exceptional. I just could not log in no matter what was tried. She tracked down what the problem was and now all is up and running. I do not like estimated bills because as a customer you are always overcharged but now I can read my meter and send in an actual reading on the website. Thank you Florina for being so patient and helpful. You are a star.

Already 1 week basically whole customer support of IWNL team (part of BUUK) can't change incorrect details that they incorrectly set up in my account.

Three customer support employers basically did nothing to help me with the following:
- Change Address from Flat XX to flat NN
- Change meter serial number from TTTTTT to NNNNNNN

They are fully aware of situation, but basically can't change anything. This is ridiculous. Why do you have 24 hours a day and 7 day a week support team that barely can't help with basic things? This is a third time that I'm trying to reach with this issue! How many people required to change two numbers?

Horrendous company. To cut it short, firstly the water supply was contaminated - (For how long this was the case before they advised of this and issued a 'Do Not Use' notice they wont say) then they installed 'temporary' overground pipes that freeze in cold conditions and require the taps to be left running. Now, with as yet no compensation having been offered for the distress and inconvenience of all this, they want to excavate residents drive's and back gardens in order to install a new underground system 5 months later. When they couldn't even install a water supply correctly in the first place what are the chances these cowboys will do it properly the second time? Avoid them at all costs and do not buy a property on a new build estate where Independent Water Networks operate. They couldn't run a bath, never mind a professional company, and if they tried, the bathwater would probably be contaminated too!

No water supply since Saturday 14th of January 2023 from midday until 6pm and today 15th of January again no water supply from 9am. The customer service are not aware of anything and it will take an hour or more for an engineer to contact me. Not even a notification from the company to inform their customers for any shortage or problems in my area.
Your company is not trustworthy. I am very generous to give one star but in fact it should be zero star.

Just moved into a new build and was extremely nervous about how to go about paying for utilities so I made sure to call first thing. I got through to Kourney and I just want her recognised for the wonderful customer service she provided because she wasn't only lovely to talk to but extremely informative advising I needed to call seven trent too, even providing the number. She is personable and knowledgable and an asset to your team- please make sure you recognise her in some way as she surely deserves it.

Shocking out of hours emergency customer service. Put through to essentially what was clearly a call centre. The staff here had no ability to take details, update or contact an engineer.
Advised to check the website only to be taken around in circles and directed back to the call centre.
Absolutely appalling!!!!

When I first moved in to the house, I contacted Severn Trent Water as they supply to my area. They told me it'll take a few weeks for them to set up my account and I won't be charged for this period. Then I receive a £400 bill for Independent Water Networks (IWN). I raised a complaint and a result established that there was a leak at the meter. The engineer told me he had reported this leak at least 4 weeks ago, yet when I contacted IWN they had no idea about the leak. The complaints team who contacted me was very patronising. I wanted my DOB taken off the records as it's not necessary or relevant piece of information for a water company to have, they couldn't do that straightaway. Any leak outside of the property is the water companies responsibility yet they haven't taken that money off my bills straightaway. Very unhappy with the service. Doesn't a £400 bill for 2 months need investigation at straight away, without a customer complaint?