We're here to support you during COVID-19

We appreciate that current circumstances mean it is a difficult time for many businesses across the UK. Castle Water is working with the water regulator and Scottish Water in order to provide as much support to our customers as possible.

Scottish Water have now agreed to relax the standard pre-payment arrangements for wholesale water charges on Licensed Providers who supply water to businesses in Scotland.

Although regulations set by the Scottish Government mean that all water service charges are still payable in full, regardless of whether or not your premises is occupied, we are keen to pass on support to our customers that find themselves in financial distress at this time.

Scottish Government Guidelines

Government guidelines state that if a business ceases trading, whether temporarily or permanently, charges will continue up to the point that the business no longer has a legal right to occupy the property e.g. a lease has ended naturally or has been terminated by a landlord.

At this point, Castle Water would be required to issue a final bill which would include charges up to the move out date. After this bill, either the landlord or the property owner would be liable. If your premises falls under these circumstances, we would advise you to provide us with your move out date and final meter read at castlewater.co.uk/meterread, if safe to do so, in order to avoid any additional charges.

We want to help

We want to support you in keeping your water bills as accurate and as manageable as possible.

Payment support options

We can offer a range of payment support options including:

  • Temporary invoicing schedule and frequency changes
  • Extended payment terms
  • Extended payment plans

To discuss, please contact us on 01250 718700 and select business in Scotland or email customersupport@castlewater.co.uk.

Let us know your status

We're also encouraging customers to contact us so we can update our billing, based on your situation. If your premises is temporarily vacant or operating reduced hours / reduced staff numbers, we can decrease the volume we charge on our bills if meter reads can be provided. Let us know using one of the forms below.

Temporary Closure Form

Reduced Consumption Form

Wholesale Charge Deferral Schemes

Working closely with the Scottish Government, Scottish Water and the Water Industry Commission for Scotland (WICS), Castle Water have introduced two new schemes for non-household customers that require support, due to the COVID-19 outbreak.

Find out more & Apply for Deferral of Wholesale Charges

Prepayment Refund Scheme

All customers who have pre-paid for their water, waste or drainage services in advance are entitled to a refund of the pre-paid wholesale element of their charges.

Customers currently invoiced quarterly or annually in advance will now receive a monthly invoice unless they explicitly opt out of this scheme.

Find out more & Request a Prepayment Refund or Opt-Out of Monthly Invoicing

Go paperless

Choose paperless billing for all of your bills. Start saving time and money - pay online! Enjoy fast and secure email invoicing and reduce your carbon footprint. We’re sure you’ll love the benefits of paperless billing, but if not, you can easily switch back to paper bills anytime you like.

Paperless Billing

Please be advised, if we receive returned mail from your premises and have an email address for your account, we will automatically send future correspondence via email to ensure that you receive this - even while your premises may be closed.

Monthly Direct Debit

Paying by Direct Debit helps you to manage your payments conveniently, fully protected by the Direct Debit Guarantee.  By setting up a Direct Debit, you may be eligible for discounted pricing.

Sign up to Direct Debit

Scottish Government support

The Scottish Government have also provided some support to help pay your bills. Click here.

Metered Customers

If you have a water meter, the calculation of charges on your bill will be based on your previous meter readings. This means charges are calculated for each month based on your average daily consumption.

Although you can reduce your water usage, your bills may not be reduced for several months if we don't have an up-to-date reading, and due to current circumstances, we are currently unable to take meter readings on your behalf.

To assist us with this and ensure your bill is as accurate as possible, you can take two meter readings yourself, 1 month apart, and submit them to us (submit each reading on the day you take them).

Once you have provided your second reading, please email customersupport@castlewater.co.uk with your account number so we can recalculate your bill.

Submit a meter reading

Find out more about water meters

Standby water

We are not aware of any problems relating to the supply of water currently. However, if you are concerned about the risk of interruptions to your water supply we can provide a standby contract for deliveries of bottled or tankered water with a guaranteed SLA, normally 1,000 x 1 litre bottles, or a 30,000 litre tanker. Separate charges and terms apply.

If you are interested in discussing this with one of our specialist advisers, please email us at additionalservices@castlewater.co.uk

Re-opening your premises

If your business is now re-opening following COVID-19 restrictions, you can complete our Re-opening Premises form. Please provide an up-to-date meter reading so that your next invoice is as accurate as possible.

Re-opening Premises Form

Contact details

Our customer services are available Monday - Friday, 8am - 6pm. Call 01250 718700 or email customersupport@castlewater.co.uk

You can find advice and guidance on managing your water consumption at castlewater.co.uk/services/water-management