We're here to support you during COVID-19

If you are facing a downturn due to the Covid-19 virus, 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 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, 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.

Temporary Closure

If you are having to temporarily close your business premise(s) due to Covid-19, please complete the Temporary Closure Form below - before you close if possible. Please ensure you provide a forwarding address and an email address.

Temporary Closure Form

Vacant premises won't normally incur charges (unless you are in Scotland), although we may have to charge if water is being used. We can send you a final bill, and make sure you don't incur further charges while your business is closed. You should contact us again when you are ready to re-open.

Business Assessed

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

Charges Review Form

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).

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

Submit a meter reading

Find out more about water meters

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

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, 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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