We’ve been listening to your queries! Here, we answer some of the most common questions our customer service teams get asked. First up – payments.

How long will it take to set up my Direct Debit?

We will process a Direct Debit request the same day it is received (within business hours) and send your Direct Debit schedule to you the following day. This will detail when your next and subsequent payments will be taken. The first payment is usually taken around 3 weeks after we receive your request.

Why can't I set up a Direct Debit over the phone?

We want to make it simple for our customers. Signing up to Direct Debit online ensures compliance with the Direct Debit Guarantee as we need your signature on the mandate. You can set up a Direct Debit here.

Why hasn't my payment been allocated?

There are a number of reasons which stop us allocating a payment promptly. Some of these are:

  • an incorrect or missing account number
  • an incorrect or missing invoice number
  • your payment is part of a bulk payment for multiple accounts without instruction on which accounts to allocate the payment to

When you are making a payment to your Castle Water account, please make sure to accurately provide the following:

  • Your business name
  • Email address
  • Payment type (BACS, cheque, card etc)
  • Total payment amount
  • Account number(s)
  • Invoice number(s)
  • Tell us if you are making a single payment covering multiple accounts
  • Tell us if you are making multiple payments at the same time

You can use our remittance advice form if you are making a payment across multiple accounts.

The easiest way to ensure your payment is allocated quickly and accurately is to set up a Direct Debit.

payment

I have received a late payment charge - which account does this relate to?

When we apply a late payment charge, a postal invoice is sent to you detailing this. The invoice also specifies the account number it relates to.

Can I get a copy of my late payment charge letter?

Yes – please contact us stating that you require an additional copy of your late payment invoice, providing your business name, email address, supply address and account number to ensure we send you the relevant document.

I am due a refund – where is it?

If you have already spoken with Castle Water and been advised you are due a refund, this should be with you in no more than 10 working days. If this time has passed, and you have not received your refund via the method requested, please get in touch and we will escalate the request.

I am struggling to pay - what support is available?

If you’re having financial difficulty, please get in touch as soon as possible – we’re here to help. If you’ve got a debt on your account, we may be able to help spread your repayments.

Useful links

How to pay your bill

We offer a variety of flexible payment options to help make paying your water bill easy.


Pay your bill online

Pay your bill securely online. You’ll need your customer account number and invoice number to hand.


Set up Direct Debit

We make it easy to set up a Direct Debit online.


Your bill explained

Our interactive online bill will help you understand each section of your invoice.


Submit a meter reading

You can submit your own meter readings at any time using our online form.


Remittance advice form

This form is handy if you wish to split a single payment between multiple accounts or make multiple payments at the same time.


Contact Us

If you still have a query, please do not hesitate to get in touch. Our customer services are available from 8am-6pm, Monday to Friday.