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At Castle Water, we’re committed to supporting our customers whenever problems arise
Recently, we helped one of our customers resolve a complex billing issue affecting a vulnerable resident, securing a swift resolution and ensuring all incorrect charges were removed.
The challenge: An incorrect billing issue
Properties supplied through a bulk meter operate differently from individually billed premises. The property owner or operator is responsible for water charges for the entire building, meaning residents should not receive separate household water bills.
Following a move between properties, a vulnerable resident living in a bulk-metered building was incorrectly registered from the water network owner as an individual household customer. As a result, charges were being applied that should never have existed, creating confusion and concern for both the resident and the property operator.
The customer attempted to resolve the issue through normal channels with the water network owner but struggled to make progress. Concerned about the impact on the resident, they turned to Castle Water for support.
Stepping in when it matters most
While household billing issues fall outside the normal remit of a business water retailer, we recognised that our customer was being affected, so we chose to get involved.
Using our established industry relationships and market expertise, we contacted the water network owner directly to investigate the issue and ensure the circumstances were fully understood.
By working closely with the water network owner’s account management team, we were able to highlight the issue, explain the impact on the resident, and help move the case towards a resolution.
The outcome: A swift resolution
Our intervention helped secure a positive outcome for both the customer and the resident:
- Reversed the incorrect billing activity
- Updated the account records to reflect the correct supply arrangements
- Removed any outstanding balance linked to the issue
- Confirmed the matter had been fully resolved
Most importantly, a vulnerable resident was no longer facing incorrect charges, and our customer received the support they needed after previous attempts to resolve the issue had stalled.
Why Castle Water?
- Proactive and supportive: We don’t simply manage water accounts. When our customers face challenges, we work with them to find solutions and deliver the support they need.
- Strong industry relationships: Our scale and experience allow us to work closely with water network owner across the market, helping us resolve issues efficiently.
- Putting customers first: Whether it’s helping customers navigate complex processes or stepping in when additional support is needed, we’re committed to doing the right thing and delivering fair outcomes.
More than a water retailer
This case is a great example of how we exceed the basics of a water retail. By combining industry expertise, strong relationships and a customer-first approach, we’re able to support customers when it matters most.
Castle Water doesn’t just manage your water services. We help solve problems and support our customers every step of the way.
Need a better business water partner?
When issues arise, you need more than a water retailer. Whether it’s resolving billing challenges, helping you navigate complex water management issues, or ensuring you receive the service and support your organisation deserves, Castle Water is here to help.
Try our instant quote tool to see how much your business could save. If you are an existing customer, log into our portal to review your account.
Castle Water doesn’t just supply your water. We stand up for our customers when it matters most.
