Get to know Customer Service Advisor, Rachel Tripney, and find out what makes her a Castle Water Expert.



  • Name Rachel Tripney
  • Occupation Customer Service Advisor at Castle Water
  • Ready to... continue my fourth year working for Castle Water. Taking on new challenges everyday with a team of great people.
  • Passionate about... working as hard as I can every day, learning new skills, and I love cleaning my house.
  • Unpopular opinion... ketchup (and other sauces) should be kept in the fridge.
  • Guilty pleasure… the film ‘Dirty Dancing’. I have watched it at least 80 times.
  • You may be surprised to know… both myself and my twin sister work for Castle Water
  • Ask me about… deduction meters on shared supplies and Volumetric Adjustments.

Tell us about your role at Castle Water

I am currently working within the Customer Service Back Office team, transferring my knowledge from having previously worked in the Complex Resolution team and internal training team. Ensuring customer queries are dealt with professionally and as quickly as possible.

How important is good communications to your team?

Communication is everything in any team. Castle Water’s Customer Service teams all have brilliant internal communication between its departments (whether it be Front Office telephony, Back Office, or Complex Resolutions) to ensure that everyone is as knowledgeable and supported in dealing with queries as they can be.

What is the most common question that you are asked by customers and what answer would you provide?

At the moment, it would probably be… 

Q: ‘Why is there an estimated meter reading for the end date of my invoice when that date is in the future?”

A: “Castle Water uses up to date meter readings to project consumption until the end date of the invoice to create an accurate estimated figure. If this is over/under estimated, this will be highlighted and resolved within your next scheduled invoice. To ensure your invoices are as accurate as possible, you can provide meter readings as often as you wish online, via telephone to 01250 718700 or by email to”

Why should businesses switch to Castle Water?

Castle Water’s main aim is to provide customers with excellent customer service, which is clear from our customer feedback and is reflected within our Trustpilot score! (That is why we are the UK’s leading independent water retailer). We are transparent with our invoices and have dedicated teams to deal with your business needs including trade effluent and consolidated billing for customers with multiple sites. We care about our customers and I think that is why we have so many loyal happy customers.

What would you say are the 3 main customer benefits of MyAccount?

  • 24/7 access to manage your own account.
  • Access to view and download your invoices.
  • Update your own details easily e.g. billing address updates.

How are you making a difference for Castle Water customers?

Whether I am speaking to a customer who owns a small local shop, or the Accounts Payable of a multinational company, I will provide them with the same level of customer service. We appreciate every customer here. No question is too big or too small and I strive every day to ensure that queries are answered, and any issues are resolved as quickly as possible.