Mid Ulster District Council DUP councillor Paul McLean has called for a full review of NI Water's operations following concerns raised at a recent council meeting. He highlighted difficulties in contacting the organisation and flaws in its customer service systems.

McLean pointed to the customer portal's navigation issues and instances where staff failed to reply to multiple emails from clients due to lack of updates. He contrasted this with council structures, where directors remain identifiable and reachable, and noted high staff turnover alongside financial strains.

The councillor stressed the need for better staff training on correspondence and clearer contact points to rebuild public trust. He argued that such lapses erode confidence in public servants.

NI Water confirmed contact with McLean post-meeting and listed contact options including a 24/7 Waterline at 03457 440088, webchat, online services, Facebook Live Chat, X updates, and a dedicated representatives' line. The utility reported 87 percent of enquiries resolved on first contact, 99.97 percent of complaints answered within 10 days, and 93 percent of 1,000 annual representatives' calls picked up in under 45 seconds.

NI Water acknowledged wastewater capacity limits across Northern Ireland councils, linked to long-term funding shortages. The organisation reviews all feedback for improvements amid infrastructure pressures.