As Team Leader for Onboarding, I am responsible for the onboarding of all new customers who have changed business water supplier to Castle Water, and existing customers that have signed a new contract with Castle Water. Whether it’s an online quote for SME customers, or bespoke contracts for tenders, I ensure all customers experience a smooth switch to Castle Water.
Businesses switch water supplier for better prices and service. Castle Water offer very competitive prices, and as the UK’s leading independent retailer we can fight for fair rates for our customers. Right now, we are offering our ‘Best Deal Yet’* which has proved to be very popular with businesses that want to change water supplier, and with our eligible existing customers.
At Castle Water, we pride ourselves on our 5-star customer service. We have more 5-star Trustpilot reviews than all other water retailers combined. Our Sales and Onboarding teams are here to provide support to customers switching to Castle Water to ensure a smooth transfer and answer any questions that they have.
Very easy! All you need to do is visit our website, click ‘Get and Instant Quote’ (the green button at the top of the homepage), pop in your postcode and select your business address, then it takes just a few minutes to complete the remaining steps on the online quote tool. When you receive your quote and you are happy to accept, the quote process is completed online via Doc-U-sign, that once signed is received by our Onboarding team.
It’s easy to switch business water to Castle Water. The switch process itself takes 2 weeks. You are kept up-to-date on the status of your switch throughout this time. We will arrange for a Meter Reader to attend your site/sites to obtain a meter reading, (for metered customers only). This reading will be used as your ‘closing’ reading for your previous retailer, and your ‘opening’ reading for your first Castle Water bill.
On your transfer date, your new Castle Water account will be created, your account number and details will be confirmed by our dedicated Onboarding team, and you’ll get access to your customer portal, MyAccount.
Switching water supplier should not cause any disruption to your business. Our Onboarding team work hard to ensure the transfer process is as smooth and simple as possible.
Having an account with Castle Water is easy and flexible. We will provide you with one simple bill for both water and sewerage elements, particularly helpful for an SME. The simplest way to pay is by Direct Debit. This will help to avoid any late payment charges, and your invoices will be payable by equal monthly instalments.
We also offer tailored billing solutions for large and multi-site customers, including Consolidating Billing, that combines charges for all sites into one single invoice. We also offer EDI billing. Our customers can choose the options that’s right for their business.
We make it easy to manage your Castle Water account online. Pay bills, submit a meter reading or tell us you’re moving premises in just a few clicks, or sign up to MyAccount where you can do all this and more, anywhere, anytime! We recently announced that customers can now view their account balance in MyAccount, which is an extremely helpful addition to its existing features.
Our Customer Service team are available to customers from 8am to 6pm, Monday to Friday. Customers can choose to contact us by phone, email, or on our instant online chat function on our website. Our dedicated Out of Hours team can support with any emergencies out-with our normal hours.
Once a Castle Water customer, you will have access to our experts for dedicated support with your water services, from trade effluent consent and advice to Water Management Services including Leak Detection, Automatic Meter Reading, Water Audits, and Standby and Emergency Water Supply.
We give free, practical advice to help your business use less water to become more sustainable and lower bills. There’s a range of free water efficiency resources on our website, and our blog is full of helpful information for businesses.
Our customer portal, MyAccount, has everything you need to stay in control of your account, keep your bills up-to-date and your costs down. With MyAccount, you can view and download invoices, submit meter readings, update your details, tell us you’re moving premises, get quick access to FAQs and you can now view your account balance. MyAccount is quick and easy to use.
By providing the same level of high quality customer service for all customers during the switching and onboarding process, whether it be an SME, multi-site or tender customer, and by ensuring we find the right deal for each customer.