Many significant milestones and industry-first’s have shaped Castle Water into the UK’s largest independent water retailer.
2014
- The Water Act 2014 is passed by Parliament
- Castle Water starts up
2015
- Acquires business customers of network owners Portsmouth Water – 16k SPIDs
2016
- Acquires business customers of network owners Thames Water – 513k SPIDs
2017
- Business water market opens in England
- Holds first annual customer conference
- Acquires Cobalt Water – 7.5k SPIDs
- Launches partnership with Save the Children
- Awarded contract for Crown Commercial Services
2018
- Opens second office in Boat Brae, Blairgowrie
- Acquires business customers of South East Water – 52k SPIDs
- Launches online customer self-serve portal
- Winner ‘Business of the Year’ Courier Business Awards
2019
- Winner ‘Service Business of the Year’ Courier Business Awards
- Rebrand
2020
- Awarded ISO 9001 certification
- Acquisition of Affinity for Business – 75k SPIDs
- Adopts new state of the art billing system
2021
- Receives 10,000th 5 Star review on Trustpilot
- Wins Ofwat’s inaugural Water Breakthrough Challenge for Innovation
- Wins Save the Children’s ‘Outstanding Support for Children in Emergencies’ award
- Wins Customer Service Award at Perthshire Chamber of Commerce Star Awards
2022
- Launches ‘Customer in Control’ payment option
- Awarded ISO 27001 certification
Castle Water celebrates 8th anniversary
A bumper year
The last twelve months we've invested significantly in our service platforms, fulfilled ambitious plans to improve self-service options for customers, demonstrated our commitment to reducing our carbon footprint, and save millions of pounds for our customers through market leading initiatives.
Millions saved for customers
Castle Water saved its customers over £6 million in a market leading initiative during the lockdowns in 2020 and 2021.
John said, “We found a way to reduce customers’ fixed charges at the start of the lockdown, which made life easier for them. It resulted in a lot of work for us, but it means that we were able to save customers about £6m total in charges, which is significant. A lot of customers have said we’re the only utility supplier that’s actually been helping them. We take a long-term view of customer relationships and wanted to do as much as possible to be helpful and it helps us if it helps our customers.”