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At Castle Water, we’re committed to providing outstanding customer service that’s transparent, supportive and continuously improving. As the UK’s leading independent business water retailer, we believe great service means giving customers the tools and support they need—when and how they need it.
Here’s a look at some of the latest highlights from our customer service teams this quarter.
25,000+ Trustpilot Reviews – and Counting
We’re proud to have reached a major milestone – more than 25,000 customer reviews on Trustpilot, with more than 20,000 five-star ratings. That makes Castle Water the most positively reviewed water retailer in the UK, and it’s a reflection of the service we work hard to deliver every day.
Our Trustpilot score of 4.55 continues to lead the industry.
Shortlisted for the NatWest British Business Awards 2024
We’re delighted to have been shortlisted for the prestigious NatWest British Business Awards, recognising the strength of our service, our growth, and our innovation in the utilities sector. It’s fantastic recognition for our dedicated teams and our ongoing investment in improving the customer experience.
Market-Leading Accuracy and Performance
Castle Water’s Market Performance Score (MPS) now stands at an industry-leading 97.98% – the highest of the UK’s top 10 water retailers. This means more timely meter reads, fewer estimated bills, and faster resolution for customer issues.
Thanks to our in-house meter reading team – a capability unique among water retailers—our customers benefit from more accurate data and billing, with greater visibility and control over their water usage.
Smarter Customer Support with AI & Webchat
To make Castle Water customer service even faster and more accessible, we’ve expanded our webchat and chatbot capabilities – giving customers instant answers to common queries and reducing wait times across our contact channels.
Over 50% of customer webchats are now handled with AI-driven assistance, providing a smoother and more efficient experience.
Investing in Better Self-Service
We’ve recently rolled out a range of upgrades to our online customer portal, designed to make account management faster, simpler, and more flexible. Customers have 24/7 access to tools that help them:
- Submit meter readings
- Track usage and predict future bills
- Switch payment methods
- View invoices and update account details instantly
We’ve also updated our billing format based on customer feedback—reducing the number of pages for clarity and adding QR codes to make paying quicker and easier. In addition, we’ve introduced Pay by Banking App, offering a secure and seamless way to settle bills in just a few taps.
These enhancements are all part of our commitment to delivering smarter service and giving customers greater control—without the need to pick up the phone.
Listening, Improving, Evolving
At Castle Water, we never stand still. Our approach to customer service is guided by continuous improvement, innovation and fairness. We’re expanding our use of AI, enhancing service training, and working closely with partners to ensure every touchpoint is accurate, fast, and transparent.
If you’re searching for Castle Water customer service that puts your needs first, or want to know how we reduce Castle Water complaints through smarter systems and personalised support, we’re here to help.
Thank You
We’d like to thank all our customers for their continued support and feedback. Your input helps us deliver the high standards of service we’re known for—and push for even better.
Stay tuned for more updates in the next quarter as we continue to lead the way in business water retail.
