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At Castle Water, we understand the pressures facing industrial and commercial (I&C) businesses — and we know that when you need support, every second counts.
That’s why we’ve focused on making it easy to get the help you need, when you need it. Whether it’s a billing question, usage update, or supply issue, our customers are speaking to the right person quickly.
Response Times That Support Your Business
Over the past 12 months, our I&C customers experienced an average phone wait time of just 56 seconds, improving to 53 seconds year-to-date, and down to 49 seconds over the last six months.
- 94% of calls are answered within 3 minutes
- 30% of calls are answered within 15 seconds
- No customer has waited more than 7 minutes
Our digital channels are just as responsive — with webchat wait times averaging 33 seconds over the past three months, making it even easier to manage your account on your terms.
Consistent, Customer-Focused Support
These response times reflect our ongoing investment in systems and service teams that prioritise reliability, clarity and ease of contact.
Combined with our leading performance in meter reading — including 1.3 million on-time reads and a missed read rate of just 1.89% — and monthly in-arrears billing, we help put our customers in control of their water services.
You’ll benefit from:
- Accurate, up-to-date billing
- Better visibility of your usage
- No advance charges based on estimates
- More time to focus on running your business
Here When You Need Us
Whether it’s through phone, webchat or our self-service tools, Castle Water is committed to making business water simple and stress-free.
If you’re looking for greater billing accuracy, more predictable budgeting, and responsive support — we’re here to help. Get your instant quote now
