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Castle Water continues to set the standard for performance and reliability in the business water retail market. Our Market Performance Score (MPS) for September 2025 has reached an exceptional 98.26% – the highest among the top 10 UK water retailers, with 194,452 tasks completed on time.
That’s not just a monthly achievement; it’s a testament to the consistency and quality our customers have come to expect. Our year-to-date performance stands at an equally impressive 98.08%, with nearly 1 million tasks (978,913) completed on time in the first half of the year. Once again, Castle Water is ranked #1.
What this means for customers
Our MPS scores directly reflect our commitment to service excellence:
- More timely and accurate meter reads
- Fewer estimated bills
- Faster issue resolution and improved customer experience
These scores aren’t just numbers, they represent our promise of precision, dependability, and putting customer needs first.
A unique in-house advantage
Unlike most retailers, Castle Water operates an in-house meter reading team. This gives us greater control over data accuracy and means we can respond faster and more flexibly to our customers’ needs. Whether it’s a complex, multi-site business or a small enterprise, we deliver the same high standard of service – every time.
Why accuracy matters
With our advanced billing platforms and robust digital systems, customers benefit from:
- Greater visibility into their water usage
- Fewer surprises in billing
- Clearer data to support sustainability goals and cost control
Castle Water’s performance isn’t just about operational metrics, it’s about creating real, tangible value for businesses across the UK.
Fair. Transparent. Tenacious.
Our market-leading results stem from the values that define Castle Water. We do the right thing for customers, challenge industry norms when necessary, and deliver service that’s not only efficient, but fair and transparent.
Looking ahead
With continued investment in our systems, people, and digital innovation, we’re not standing still. Castle Water remains focused on setting new benchmarks in performance and customer service, building on our success for the future.
