Vacant properties are not charged.
A premises is considered to be a Vacant Premises if all of the following criteria are met:
It is the occupants who are liable for paying charges, not landlords – although we may agree to bill the landlord under certain specific circumstances.
If you are a landlord of a premises with an active supply, you are liable to pay for any fixed water, wastewater and drainage charges levied against the property, as well as any usage that may be recorded on the meter. This will all be detailed on your invoice. You are also responsible for advising us of any change of tenancies at the property. You may be able to save money on your charges, as an occupant of a premises, by entering into a contract for your water and wastewater services, and paying your bill by Direct Debit.
If you are concerned that your business premises is part of a shared supply, you can check it by locating your external stop taps. This is usually at the boundary of your property in the pavement. A single supply will have a stop tap for every premises, however, a shared supply will only have one stop tap for all premises connected to the supply.
If your premises is currently part of a shared supply, you may benefit from a separate connection. A shared supply can sometimes reduce water pressure at your property. An approved plumber can install the new pipework needed to split your shared supply, however, the Wholesaler must approve any new pipework before connection to assure it meets the required standards. Please get in touch with us to discuss this if you think your business could benefit from a single supply.
If you are concerned that a supply you are not responsible for has been set up as an account in your name, please get in touch with us as soon as possible to discuss this. Your landlord is responsible for notifying the water provider of a premises when there is a change of tenancies, so if you have just moved into a new premises, this may be what has happened.
If you have moved into a new business premises then you need to update us, as your water supplier, of your business and contact details. You can get in touch here.
To get a bespoke quote for the provision of water and wastewater services, you can request this here. Alternatively, call our dedicated sales line on 0808 196 2299.
Accounts are normally only placed on hold for the following reasons:
If you have been advised your account is on hold, and you are still receiving requests for payment, please contact us us soon as possible.
If your water bills are becoming more expensive, there may be a number of reasons for this. You should consider:
If none of the above applies, and your bill shows you are using more water than usual, this may mean that you have a leak. If this leak is on your premises, you are responsible for finding and repairing it.
If you think you have a leak, you can follow these simple steps:
If recent meter readings indicate higher then predicated usage, this may result in a higher bill being generated to accurately reflect usage.
You can get further assistance and guidance on leaks here.
Get a quote – Find out if you can save more money on your water and wastewater bill with Castle Water.
Set up Direct Debit – We make it easy to set up a Direct Debit online.
Leak assistance - Water leaks can occur unexpectedly and can be very costly to your business. Use our helpful FAQs to help find out if you have a leak.
Moving premises? If you're moving into or out of your business premises, provide us with the details and we’ll take care of the rest.
Contact Us – If you still have a query, please do not hesitate to get in touch. Our customer services are available from 8 am - 6 pm, Monday to Friday.