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If something does not look right, please call us. We can resolve most account and billing issues immediately over the phone.
One of our advisors will discuss your concerns and put things right during the call.
Call us on 01250 718700 Monday to Friday, 9am to 5pm.
We are proud of the service we provide to our customers and of our performance in the non-household water market.
Outstanding market performance
Getting customers to the right team quickly
A fast way to contact us
Castle Water customers have the most accurate bills in the market, with the latest performance statistics from market operator MOSL showing we are number 1 for meter reading, with over 1.3 million on-time meter reading and a market-leading missed read rate of just 1.98%.
If you have concerns about water quality, loss of water supply or sewer flooding, please contact the water network owner (e.g. Thames Water). You can find the correct network owner and its contact details on our website. Between 9am and 5pm, Monday to Friday, you can also call Castle Water on 01250 718700 and we will provide the details or transfer you to the relevant company.
At Castle Water, we understand that you need accurate bills and reliable service and we do everything we can to get your bill right. Our customer service advisors are trained to understand issues and empowered to solve problems when they arise.
If something does not look right on your account or bill, please contact us so we can investigate and help put things right.
The quickest ways to get in touch are:
If you’ve already contacted us and you’re unhappy with the service you have received or how we have handled your concerns, you can make a complaint.
Complaints received by telephone and web chat will be dealt with immediately wherever possible.
Please note that if we have initiated the process to recover costs through legal channels, any concerns you may have should be addressed directly to our Recoveries Team at recoveries@castlewater.co.uk. Such concerns will not be treated as a complaint.
Alternatively, complaints can be made via the customer portal. Log in to complete a complaints form online, or send a copy of your complaint in writing to: Complaints, Castle Water Limited, 1 Boat Brae, Rattray, Blairgowrie PH10 7BH