The easiest way to pay your bill is by Direct Debit.

We’ll work out how much you’ll need to pay each month based on how much water you’re likely to use. At times, you’ll be in credit or debit. But we’ll review your payments each year to make sure you’re paying the right amount and let you know if your payments need to change. When you pay by Direct Debit, you'll be covered by the Direct Debit Guarantee.

Setting up your Direct Debit

It’s easy to set up a Direct Debit. Make sure you have your bank details and an up-to-date invoice to hand. You’ll need to confirm your Customer Account Number.

Set up my Direct Debit in England

Customers in England should send the completed mandate by email to payments@castlewater.co.uk or by post to Castle Water Limited, 1 Boat Brae, Blairgowrie, Perthshire, PH10 7BH.

Set up my Direct Debit in Scotland

Customers in Scotland should send the completed mandate by email to customersupport@castlewater.co.uk or by post to Castle Water Limited, Lismore House, 32 Miller Road, Ayr, Scotland, KA7 2AY.

How we calculate your monthly Direct Debit

With a Direct Debit in place, you don’t need to worry about your payments. If your supply is metered, we will review your monthly payments every six months to make sure you are paying the right amount.

When you choose to pay by monthly Direct Debit you avoid paying a lump sum twice each year. We calculate your bills and check your account every six months to understand how your consumption is affecting your charges. If you are on course to build up a credit balance, we will reduce your monthly payments; and if you are on course to build up a debit balance, we will increase your monthly payments to make sure you don’t have to pay a lump sum at a later date. We will always write to you to give 10 working days’ notice before your monthly payments change.

Calculating your monthly Direct Debit when your account is in credit

If your account is in credit when we issue your new bill, we’ll first calculate your new account balance, then we use your new account balance to calculate your monthly Direct Debit payment.

Calculating your monthly Direct Debit when your account is in debit

If your account is in debit when we issue your new bill, we’ll first calculate your new account balance, then we use your new account balance to calculate your monthly Direct Debit payment.

What to do if you can’t afford your payments

If you’re struggling to pay your bills, get in touch as soon as possible – we’re here to help. If you’ve got a debt on your account, we may be able to help spread the repayments.

Alternatively, if you have any queries about your current Direct Debit payments, please contact us and we’ll be happy to help.

Cancelling your Direct Debit

If you want to cancel your Direct Debit, simply take a meter reading and contact us. We’ll use your reading to update your account. We’ll also discuss how you’d like to pay your bills in future. If you’ve got a debit balance on your account but you don’t want to set up a payment plan, you’ll need to pay the balance in full.

If you’re changing to another supplier, you can cancel your Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required.  We’ll refund any credit back to you or take a one-off payment for the balance when you get your final bill.

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