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Contact us

Contact us


We’re following government health advice to make sure our customers and our people stay safe, while making sure we continue to deliver our critical services to you. This might mean we need to change the way we do things for a while or some activities may take a little longer.

With a number of our employees working remotely from home, there may be a delay in responding to letters. With this in mind, if you need in get touch, we would encourage you to contact us either online at or through Social Media on Facebook and Twitter.

You can also chat to us live between 08:00-20:00, Monday-Sunday using our new Web Chat channel – just click the icon chat icon on the bottom right of this page to start a live chat.

For emergencies, billing queries, complaints or feedback, please click on the related link on the top of this page.

For everything else, contact Waterline on 03457 440088.

(Customers with hearing difficulties can use ‘Text Relay’ through Waterline 03457 440088.)

Our Waterline service is staffed 24 hours a day, every day of the year.

If you want to contact us in writing, you have a number of options:


Email:  waterline[AT]niwater[DOT]com

Our self-service and email communication channels are not monitored outside of normal office hours, on public holidays or during weekends. So, if you need to inform us about a matter that requires immediate attention, please contact us using the telephone number above.

If you want to send a letter, our postal address is below:

Northern Ireland Water
PO Box 1026

The Press Office handles all media enquiries on behalf of Northern Ireland Water and its employees.

Access to Information

You have a number of avenues to request information from Northern Ireland Water, detailed on our Publication Scheme.

To access your own personal information, you can make a Subject Access Request (SAR) under the General Data Protection Regulation/Data Protection Act 2018. Read our Privacy Notice here, and complete this SAR form, returning it with an appropriate form of ID.

You can also contact our Information Management Unit at imu[AT]niwater[DOT]com or via Waterline at 0345 7440088, if you have any queries about how best to request information from us.

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