Castle Water welcomes the Consumer Council for Water’s report on Non Household Market Complaints for 2018-19, published on 3 July.

The report states “CCWater received more complaints per 10,000 SPIDs about all retailers apart from Castle Water”.

Customer Service performance

Castle Water’s Customer Service performance during Q1 2019-20 financial year:

  • Castle Water has now received more than 2,000 5-star customer reviews on TrustPilot.
  • Answered 71,487 calls in the 3 months to 30 June 2019. Average call waiting time of 53 seconds.
  • 99.36% of calls had a call-waiting time of less than 5 minutes.

Mystery shopping exercise

Castle Water carried out a “mystery shopping” exercise in March 2019. The aim was to test the call answering times of 10 business water retailers. This exercise found that Castle Water’s call answering was faster than any of the business water retailers who were called.

With the failure of one water retailer, Aquaflow, and Ofwat blocking a second from taking on new customers, it is important that water customers carefully scrutinise their chosen water supplier:

  • Do they have sufficient net assets?
  • Are they profitable?
  • Is their Experian score above 90?

Read more advice on the top 6 questions customers should ask their business water retailer.

Castle Water is completely independent of any water wholesaler, and has established the leading track record of challenging wholesalers over incorrect charging. This includes raising more disputes through the market operator than all other retailers combined.

As the first independent water retailer to acquire customers in England, Castle Water is committed to delivering the unrivalled service its customers deserve and expect. Since 2017, Castle Water has already saved its customers tens of millions of pounds and has delivered a number of innovations to the market. These include the PAYG water tariff, the most flexible customer-led payment option available to business water customers in the UK. With UK businesses using millions of gallons of water every day, and Castle Water empowers its customers to use water more efficiently to reduce costs and improve sustainability.

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