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When something needs sorting – a billing query, a meter reading, a change to your account – the last thing you need is to be kept waiting. Over the last two months, Castle Water’s industrial and commercial customers have experienced average call wait times of just 47 seconds, with nearly half of all calls answered within 30 seconds.
That’s not luck. It’s the result of a sustained focus on responsive, reliable service for businesses.
At Castle Water, we continue to focus on delivering responsive support that helps our largest customers get answers quickly and keep day-to-day operations moving. Our latest customer service performance figures highlight consistently fast response times across both phone and digital support channels.
Recent customer service performance:
- Average call wait times were just 47 seconds
- 46% of all I&C calls were answered within 30 seconds
- 82% of calls were answered within 3 minutes
- The longest customer wait time was 6 minutes 31 seconds
Customers contacting us through webchat also continued to receive fast responses, with average wait times remaining under one minute at 52 seconds.
Our passion for delivering excellent service is borne out of a respect for our customers’ time and a belief that they deserve a true champion in the market fighting for their interests.
Making business water easier to manage
Responsive customer service is only part of the experience businesses expect from Castle Water. Alongside fast access to support, we continue to invest in services that help customers stay in control of their accounts, including accurate meter reading, transparent billing, and digital account management tools.
This helps businesses maintain greater visibility over water usage, reduce unnecessary admin and manage costs more effectively throughout the year.
Focused on reliability and service
We know that good customer service is about consistency as much as speed. Whether customers contact us by phone, webchat or through our online services, our focus remains the same, providing clear, reliable support when it matters most.
Combined with dedicated account support, proactive service management and one of the UK’s largest in-house meter reading teams, we continue to support large and complex businesses by delivering a transparent approach to water services.
