Customer Notice

Our offices and phone lines will be closed on Monday 27 May for the Bank Holiday. We will reopen on Tuesday 28 May at 8am. You can still make a payment online. If you experience an emergency or unplanned disruption to your water supply and/or wastewater service whilst we are closed, please call your Water Network Owner. You can find a list of emergency numbers here. If you experience a problem with the water pipework inside your own building/site, you should call your plumber in the first instance.
Castle Water logo. Castle Water customer service update June 2018

Castle Water delivers £multi-million reduction in water charges

Castle Water, the UK’s leading independent water retailer, has reduced the annual wholesale charges paid by customers by £6.9 million since the new water market opened on 1 April 2017 by resolving historical errors. This is on top of saving customers £0.6 million per annum from discounts on bills.

This multi-million-pound reduction in charges has come from identifying several thousand errors in billing details which were in place before the market opened. In some cases, customers have identified the errors while others have been picked up by Castle Water employees. Castle Water has then processed changes to billing data using the provisions of the new market codes.

Richard Fairbank, Wholesale Services Manager at Castle Water, explained “Castle Water’s bills provide significantly more detailed information than was available in the past. This makes errors easier to spot. Once we become aware of an error, we ask the wholesaler to correct it.”

John Reynolds OBE, CEO of Castle Water added: “Separating retail from wholesale activities has allowed greater focus on individual items which make up bills. In turn this helps us to ensure that customers are charged fairly.”

Castle Water is continuing to work on behalf of its customers to eliminate any incorrect charges and is in the process of resolving thousands more cases.

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