Welcome to the Have Your Say Forum

We would like the Forum to be a friendly place where you can share your experiences, opinions and ideas and engage with us and other customers in a positive way. These user guidelines are designed to help you understand what is expected of you when you interact in the Forum.

Be ‘family friendly’

The Forum is a family friendly environment. When you make your comments always try to use language that would be appropriate to use in front of children. Any offensive or abusive language posted will be removed by the Forum moderator, Explain Market Research.

Be civil

Please avoid writing anything likely to cause offence to another member. We encourage healthy debate but also expect our members to show consideration and respect to the beliefs and opinions of others.

Please try not to react or respond to deliberately inflammatory messages. If you feel it necessary you can report the post to a moderator using the message form on the ‘Contact Us’ section of the site, or the ‘flag as inappropriate’ section on each post.

Plain English

Please use plain English so that other members can understand your comments.

There is currently no provision for translation to other languages.


The experiences, ideas and opinions posted on the Forum are those of individual members. We cannot guarantee the accuracy of information posted by our customers.

People who work at Northumbrian Water or Essex & Suffolk Water will participate in conversations and provide accurate information and answers to questions as needed. You will be able to see who these people are as they will have the company logo on their profile picture.

Posting guidelines

Post in the right area

Posting in the right areas of the Forum will make it easier for others to respond to your comments. Carefully choose which ‘Subject’ or ‘Discussion’ area to post in.

‘Subjects’ are set by us and are key areas where we are looking for your feedback. Topics will change on a regular basis so you can keep checking back and give your views in a number of different areas.

‘Discussions’ are found within subjects, and are where you can discuss what’s most important to you with other members of the Forum.

When posting a comment please be aware that the Forum is designed as a space for you to share your experiences of the services we provide and your ideas and opinions for how we can improve in future. If you have a question, query or complaint about anything to do with your account (e.g. making a payment, providing meter readings or telling us if there is an issue with your water or sewerage service) our Customer Centre will be happy to help. You can call the Customer Centre on 0345 733 5566, between 8am and 8pm (Monday to Friday) and 8am and 1pm (Saturday).

Posting comments and engaging with others

We strongly encourage you to be open and honest in your comments. We want you to share your opinions, whether they are positive or negative. Try to follow up your discussion threads and comments where appropriate and engage with other members who respond to you.

Content standards 

Any posts or links containing inappropriate, profane, defamatory or illegal material, or anything that would constitute a violation of the User Guidelines or Terms and Conditions will be deleted.

As a general guide please don’t post any of the following:

  • Sexually explicit, racist, threatening, rude, or abusive comments
  • Pornographic language, material, or images
  • Comments encouraging illegal activity or violence
  • Comments about religion or politics
  • Derogatory or threatening personal comments
  • Anything likely to identify an individual (personal data)
  • Any links to a blog, Facebook page, Twitter account or similar online footprint
  • Spam (see below)
  • Links to images.

Members can flag anything inappropriate to the moderator using the message form on the ‘Contact Us’ section of the site, or on individual comments using the ‘flag as inappropriate’ option.

Protect your privacy

We recommend that you refrain from posting anything that would be likely to identify you or another user as an individual, including your full name, addresses, home or mobile phone numbers, Northumbrian Water/Essex & Suffolk Water account numbers or email addresses, passwords, credit card numbers, copies of private emails or messages and any private images of yourself.

We advise against posting links to your blog, Facebook page, Twitter account or similar online footprint.

In the interests of protecting your privacy all members have usernames. You are free to choose whatever you like. When choosing your username remember that all other members in the Forum will see this when you post comments, unless you choose to post anonymously.

To access our Privacy Policy please refer to our website here.

No commercial activity or advertising

The Forum may not be used for commercial activity. Promoting, commenting on or linking to any commercial activity is not allowed.

Posted comments or links to products, services, commercial marketing, advertising or other such sites including gambling, trading and bidding websites (e.g. eBay) will be removed.

Be a legitimate user

We expect you to be a legitimate user and ask you to not:

  • Use an alias or create more than one account.
  • Use proxy servers (e.g. layeredtech, ev1servers and others).
  • Allow others to use your account.
  • Use another person’s account

No spam

If you post the same message multiple times across the Forum, they will be removed by the moderators. Please post your message in the most appropriate section of the Forum for your topic.

Posting any spam such as advertisements, promotions, junk mail, chain letters, or any other commercial solicitation is not allowed on the Forum.

How is the Forum moderated?

Northumbrian Water/Essex & Suffolk Water employees and others (including Explain Market Research) will act as moderators and administrators for the Forum.

The Forum is moderated to ensure that your experience of using the site is positive and that messages posted meet our content standards. All comments will be regularly reviewed and any that don’t meet our content standards and guidelines will be removed.

We have the final say on any moderation decision including the right to delete any post for any reason. An explanation of any moderator action is provided voluntarily and may be withheld in certain circumstances.


If you have a question, query or complaint about anything to do with your account (e.g. making a payment, providing meter readings or telling us if there is an issue with your water or sewerage service) please do not post it on the Forum. Instead please contact our Customer Centre online at www.nwl.co.uk/your-home/contact.aspx or on 0345 733 5566, between 8am and 8pm (Monday to Friday) and 8am and 1pm (Saturday).

If you have a specific query about the Forum and cannot find the answer within these guidelines or the FAQs you can contact the moderator using the form provided in the ‘Contact Us’ section of the site.

Please also see our Terms and Conditions of use and note that our Privacy Policy is accessible on our websites; Northumbrian Water’s Privacy Policy.