Customer Notice

Our offices and phone lines will be closed on Monday 27 May for the Bank Holiday. We will reopen on Tuesday 28 May at 8am. You can still make a payment online. If you experience an emergency or unplanned disruption to your water supply and/or wastewater service whilst we are closed, please call your Water Network Owner. You can find a list of emergency numbers here. If you experience a problem with the water pipework inside your own building/site, you should call your plumber in the first instance.

Castle Water’s 2018 Customer Service Performance

Castle Water answered 346,801 phone calls in 2018, with an average speed of answer of under 30 seconds.

Over the past 6 months, 87% of Trustpilot reviews have rated Castle Water at 4* or 5*, and Castle Water has now received over 800 reviews rating its service at 5*.

Castle Water delivered a number of major and innovative developments to its services during 2018, including the first customer-referral programme in the water market, free Automatic Meter Reading provided to farmers, a new online account management system, and commissioning a new state of the art customer service centre.

John Reynolds OBE, CEO of Castle Water said “Everyone at Castle Water is committed to providing great service to all our customers, and we will continue to roll out new services in 2019, building on the significant investment we have made over the past 2 years in customer services”.

He added “Castle Water is unique in combining the independence to be genuinely on the side of customers, combined with the scale of resource to help customers with the whole range of services to minimise water bills. We are particularly pleased to have reduced our customers’ bills by tens of millions”.

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