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At Castle Water, our commitment to fairness isn’t just something we talk about it’s something we deliver.
When proposed tariff changes threatened to significantly raise costs for large users of water, we stepped in and took action. The result? A saving of nearly £500,000 for just one major UK infrastructure provider – and a clear message that we are in our customers’ corner.
Standing Up for Customers – Before the Cost Hits
A water wholesaler proposed moving to an increasing block tariff, where the more water a business used, the more it would pay per unit. This marked a significant change from the current structure, where high-volume users benefit from lower unit rates.
We quickly recognised that this change could have a serious financial impact on many of our customers. So, we acted early to protect their interests.
Collaboration in Action: Listening and Influencing
To ensure customer voices were heard, we hosted a Large User Seminar in London in early December, bringing together customers most affected by the proposed change. This open forum gave businesses the chance to share feedback directly with us – insights we took forward in our discussions with both the wholesaler and Ofwat.
We also coordinated the attendance of key large customers on a follow-up Ofwat call, making sure their concerns reached the regulator directly.
The outcome: the proposed tariff increase was stopped – saving one of our largest customers nearly £500,000 in 2026 alone.
The Only Water Retailer Raising Disputes for Customers
Castle Water is the only water retailer in the market that raises disputes through the trading system on behalf of customers. In fact, 100% of trading disputes about customer charges in the market have been raised by us.
And here’s the key difference: we don’t charge for it. We don’t take a fee or a cut of any savings. Every penny saved is passed directly back to our customers. That’s part of our promise to be fair, transparent, and fully committed to doing what’s right.
Trusted for Service, Proven on Performance
Our work on tariffs is just one example of the impact we make for customers. We’re also leading the market in key areas:
- Ranked number one for meter reading performance in 2025, helping ensure accurate billing and better data.
- Rated 4.55 on Trustpilot, with thousands of five-star reviews and fast response times via phone and webchat.
Why Castle Water?
Fair and Independent
We’re not tied to any network owner, which means we’re free to challenge wholesalers and act solely in your best interests. Our independence gives us the freedom to fight for fair pricing and better outcomes for our customers.
Proactive and Tenacious
We don’t wait for problems to land – we identify risks early and take action before they impact your business. From tariff changes to billing issues, we go the extra mile to protect you.
Expert and Supportive
With the size, systems, and sector knowledge to serve large and complex organisations, we provide expert guidance and tailored solutions. And we’re with you every step of the way.
Open and Transparent
You’ll always know where you stand. We don’t charge for raising disputes, and we pass every penny of savings back to you. No hidden fees. No small print. Just real results.
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Castle Water doesn’t just supply your water. We fight your corner.
