We're here to support you during COVID-19

If your business was closed during the November lockdown in England, or remains closed in line with government guidelines for your region, you will still be charged for water services. To keep your charges as low as possible, remember to provide regular meter readings whenever you can.

You can submit meter readings at castlewater.co.uk/meterread or by using the button below. We'll add them to your account right away and ensure they are used when we calculate your next bill.

If your business is closing permanently, let us know using our Moving Out Form.

Submit a meter reading

Reduced charges between 16 March and 31 July 2020

Ofwat allowed a period of reduced charges for businesses who were closed due to Covid-19 between 16 March and 31 July 2020. The period was ended by Ofwat on 31 July so we are required to charge in full from 1 August onwards (unless your business premises was fully vacated). Find out more here. Premises are only treated as vacant (and therefore not charged except for any consumption) if they satisfy the requirements of i) being unfurnished; and ii) having no stock.

Let us know the dates you were closed by completing our Covid-19 Closure Form. If you have previously submitted a form to let us know you were closed and you’re unsure whether your bills have been updated to reflect the closure period, complete the form below and we’ll review your account and let you know.

Remember, metered consumption will still be charged even if your business was closed. If you haven't already, please provide up-to-date meter readings so your reduced water usage can be reflected in your next bill.

Covid-19 Closure Form

If you have faced a downturn due to COVID-19, there are some things we can do to help ensure your business water bills are minimised.

We want to help you if you have been temporarily closed during the lockdown period (16 March - 31 July 2020) and/or are unable to pay as a consequence of the effects of Covid-19. If you have had a temporary closure as a result of Covid-19 and are unable to pay your water bill, Castle Water will not take action, including serving a notice of disconnection, recovering default interest or impose late payment charges for the non-payment of invoices issued from 1 June 2020 up to 31 July 2020, or seeking to enforce the non-payment of invoices.

Let us know you are unable to pay and apply for our Covid-19 Repayment Scheme here

If you are able, you should continue to pay your water charges on time, as it is important that there is sufficient funding to pay for the provision of a safe and clean water supply.

Unmetered Customers - (Business Assessed)

If your bills are calculated through Assessed charges and your consumption / hours previously reduced, we can apply for a reassessment - in some cases this can significantly reduce bills.

Reduced Consumption Form (Unmetered Customers)

Metered Customers

If you have a water meter, the calculation of charges on your bill from the Central Market Operating System (CMOS) are 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, depending on when we take our normal meter readings at your premises.

You can take two meter readings yourself, 1 month apart, and submit them to us (submit each reading on the day you take them). We will use your readings in your next bill to ensure you are charged accurately for the water recorded on the meter.

Submit a meter reading

Find out more about water meters

Permanent Closure

If you have had to permanently close your business due to COVID-19, please complete our permanent closure form.

Monthly Direct Debit

If you are on bi-annual or annual billing and pay your bills on demand, why not consider switching to Direct Debit and spread your payments over 10 months.

Sign up to Direct Debit

MyAccount

If you haven't already, register for your MyAccount - our online self-serve customer portal providing secure 24/7 access to your Castle Water account.

MyAccount Registration

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

Contact details

Our customer services are available Monday - Friday, 8am - 6pm. Call 01250 718700, email support@castlewater.co.uk or use our webchat at castlewater.co.uk.

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

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