We’re delighted to announce that Brightwater has been acquired by Castle Water, the UK’s leading independent business water retailer. This acquisition took effect on 7th February 2025, and we’re excited to welcome Brightwater customers to our trusted and customer-focused service.
All Brightwater customers will receive direct communications about their transition, including important information on their new account numbers, billing schedules, and payment details.
If you have any questions, please visit our FAQs section below or get in touch with our customer support team via our webchat service.
We’re looking forward to serving you as a Castle Water customer!
On 7th February 2025, Castle Water acquired Brightwater, supplier of water and wastewater services to approximately 12,000 business customers across Scotland. Customers will benefit from Castle Water’s award-winning customer service, market-leading billing systems and meter reading to ensure fair and transparent charges.
No. You do not need to take any action, and your water services will continue as usual.
Castle Water is the UK’s largest independent business water retailer, providing market-leading water services to businesses of all sizes, from large multi-site customers with complex needs to SMEs, start-ups, and sole traders. You can find out more on our website at castlewater.co.uk.
We are committed to delivering first-class service, transparent billing, and practical support to customers of all sizes, and have more 5-star Trustpilot reviews than all other water retailers combined. Check out some of our reviews here.
Your account number is being simplified. If your current account number is BSL000123, it will now be BSL00123 (simply removing a leading zero).
Your bill may look a bit different and you may be billed on a different day, but there will be no change to your water charges as a result of the acquisition. There will be no change to your terms and conditions, and your payment terms will remain the same.
Your invoices will have a new format, but they will still contain all the key details you need. Any discounts you receive will now be included within your tariff charges for greater transparency.
If you were previously billed two months in advance, we will now bill just one month in advance, meaning you won’t receive a bill for one month, providing an immediate cash flow benefit.
If you would like for someone to further explain these invoices to you, please do not hesitate to contact us.
Castle Water will provide full retail services. Retail services include meter reading, billing, customer service, collection and account management.
Customers were sent a dual letter-headed announcement on 20th December 2024, via post and/or email, from Brightwater and Castle Water informing them about the planned acquisition. Customers will also receive a welcome letter as they are onboarded to Castle Water systems outlining key information. If you would like to update your contact information, please call us on 01250 718700, email us at customersupport@castlewater.co.uk or use our webchat service at castlewater.co.uk.
If you currently pay for your bills via Direct Debit, you don’t need to do anything and we will continue to collect from your existing Direct Debit.
Direct Debit is the easiest way to ensure payments are made on time. If you haven’t set up a Direct Debit yet, please contact us and we can help you arrange this. Please contact our Customer Service Team on 01250 718700, email us at customersupport@castlewater.co.uk or use our webchat service at castlewater.co.uk.
For customers who prefer to pay manually, we offer a range of convenient payment options, which can also be found at castlewater.co.uk/how-to-pay:
Your existing Payment Plan will not be affected, and we will take over the collection of your outstanding balance.
If you are no longer occupying the property at the site address stated on the invoice, please advise us as soon as possible by completing our online Moving Out Form, so we may update our records: https://www.castlewater.co.uk/help-support/moving-premises/scotland
To have your credit balance refunded, we will require you submit your refund request through the online portal: https://portal.castlewater.co.uk/
If you paid by Direct Debit, we must refund the same account as the Direct Debit was collected from. If you require a refund into an alternative account, we require written confirmation of your change of bank account details.
Once you have provided the required details, we will arrange the refund, and you will receive the funds in due course.
To renew your exemption status for the upcoming tariff year, please complete your application via our online portal:
https://portal.castlewater.co.uk/csm
Once logged in, please click “Help & Support” and search for “Charitable Exemption” to find the application form.
If you have any difficulties, please get in touch. Completed forms can also be returned via email to customersupport@castlewater.co.uk, or may be posted to the following address:
Castle Water
Lismore House
32 Miller Road
AYR
South Ayrshire
KA7 2AY
Submitting regular meter reads helps ensure the accuracy of your invoices, so we encourage you to submit monthly reads at least 2 weeks prior to your scheduled invoice date to allow for processing and validation. Reads can be submitted via our online portal, where you can also view historic readings and usage trends, as well as your invoices: https://portal.castlewater.co.uk/
We will register you automatically using the email address that was provided to us by Brightwater. If you have not received an email requesting that you set up a new password, you can register using the https://portal.castlewater.co.uk/. All you require to do so is your Account Number and Billing Postcode. Alternatively, if you do not have this information to hand, please contact us and provide us with your preferred email address and we will set you up.
Your contract will not change. When your Brightwater Contract is due to expire, we will contact you to discuss a new contract with Castle Water, unless any alternative arrangements have already been made.
For issues relating to the quality of water, or if you experience a loss of supply, you should contact Scottish Water’s Emergency Line on 0800 0778 778. This freephone number is available 24 hours a day, 7 days a week.
For questions relating to bills or your account after 7th February 2025, you should contact Castle Water on 01250 718700 or via webchat on www.castlewater.co.uk. Alternatively, you can email us at customersupport@castlewater.co.uk. Castle Water’s Customer Services are open Monday to Friday from 9am – 5pm.
Yes, you can switch supplier at any time however, Castle Water customer benefit from a high standard of customer service and our expertise in market-leading systems. To find out more about switching, visit www.scotlandontap.gov.uk. Customers will be required to pay outstanding charges before switching and may be subject to an early termination fee within the guidelines set by the regulator.