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.

Wholesale Charge Deferral Schemes

Castle Water will match all the conditions of the WICS scheme, but without asking Scottish Water to defer our wholesale charges.  This allows us further flexibility to find a suitable payment plan for each customer, while ensuring that Scottish Water are fully protected.

Deferral of volumetric charges (metered sites only)

Under this Scheme, you can request that we defer your metered volumetric charging for water and sewerage.  A payment plan would be agreed based on fixed charges only.  Volumetric charges will continue to accrue, and your full outstanding balance will be visible on your invoice or statement of account.  The scheme is currently anticipated to end in September or December 2020, at which point we will be happy to negotiate a further payment plan to cover the accrued and ongoing charges.

Deferral of wholesale fixed charges

Additionally, if you have a 25mm or smaller meter or are unmetered, you can also apply for a 60% deferral of wholesale fixed charges (the standing meter or the unmeasured water and sewerage wholesale charges and the drainage wholesale charges). A payment plan would be agreed based on fixed charges only, minus 60% of the fixed wholesale charges.  For simplicity, this also defers the metered volumetric charges, but you are free to increase the agreed payment amount if you have concerns about volumetric charges accruing unnecessarily.  The scheme is currently anticipated to end in September or December 2020, at which point we will be happy to negotiate a further payment plan to cover the accrued and ongoing charges.

Applying for deferral

Applications will be assessed based on the same eligibility criteria used by Scottish Water, based on the guidance on business closures issued by the Scottish Government. For example, businesses which have not been forced to close and may be trading successfully would not be eligible, although we would be happy to discuss alternative support options.

Any deferred charges will become payable on terms to be negotiated upon exit from the scheme.

Apply for deferral of wholesale volumetric charges

Apply for deferral of wholesale fixed 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. A credit will be raised for the wholesale charges element for water and sewerage services that have not yet been provided. Credits will not be available for the services that you have used to date.

Any customer requiring a refund must contact us directly to confirm the bank account details where payment is to be made. For security purposes, we are accepting telephone contact only for this. Please call us on 01250 718700 and select business in Scotland.

If you do not wish for your normal payment schedule to be changed, you must contact us to opt-out of this scheme.

Opt out of monthly invoicing

Standard monthly invoicing and payment schedules will not be changed unless specifically requested. However, we want to help during these unprecedented times and to that end would welcome the opportunity to discuss the many options we have available for those customers who need support.

Payment options

We can offer a range of payment options including:

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

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