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Your Questions Answered – Invoices

Great customer service is at the forefront of what we strive for here at Castle Water. Our customer service teams have been listening to your queries and taking note of the most frequently asked questions. We’ve created this mini-blog series to answer those questions. Next topic – your Castle Water invoice.

I don’t understand my invoice

Water and wastewater bills can be complicated. Over the years, we have worked hard to simplify your water bill to make it easier to navigate and understand. We have also created an interactive sample bill which will give you a detailed explanation on each section of your invoice. Please click here to learn more.

When will I next receive an invoice?

Your billing cycle will depend on a number of things, such as your payment method. If you are not sure how often you should expect to receive an invoice, please get in touch here.

Which supply does this invoice relate to?

Please refer to page two of your invoice. Here you will find the details of which supply address your bill is for.

I have switched to Direct Debit – why am I being billed in advance?

Paying by Direct Debit is the easiest way to pay your bills and spread the cost of your water services. When you switch to Direct Debit, we work out your estimated annual usage using actual meter readings and apply this to an annual invoice. We then take this annual invoice and spread it across 12 monthly payments. Sometimes you’ll be in credit and sometimes you’ll be in debit, but we’ll review your invoice each year to make sure you’re paying the right amount and let you know if your payments need to change.

If your business considerably changes the way it uses water, please submit a meter reading and then get in touch. We may be able to review your bill before your next one is due.

How is my bill calculated?

For a standard water and wastewater service, your bill will be made up of a number of components. To find out how each of these components are calculated, please refer to page 2 of our online interactive bill. You can also find the Scheme of Charges related to your wholesale area in our Useful Resources section.

Can I be invoiced every month?

The bulk of our customers are billed annually, at which point usage reviews are conducted to make sure your payments are reflective of your consumption. If your consumption is extremely high, you may be classed as a key account, which means you could benefit from more frequent billing. Please get in touch if you wish to discuss this further.

I think I’m being overcharged

There may be a number of reasons your bill is higher than you expect. The best place to start is to look at your meter readings and your volumetric consumption noted on your bill. This should reflect how your business uses water. You should consider:

  • Seasonal usage
  • New appliances using more water than expected
  • Faulty appliances
  • Higher footfall in your business
  • If you’ve recently had a meter replaced or installed
  • That your bill covers the period you expected
  • Balances brought forward from previous bills

You can find water efficiency advice to help your business save water and money here. If you are still worried that your bill doesn’t reflect your consumption, please get in touch with one of our expert advisors.

Useful links

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

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.

Submit a meter reading – You can submit your own meter readings at any time using our online form.

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