We're here to support you during COVID-19

If your business was closed due to the lockdown between 16 March and 31 July 2020, there are some things we can do to help ensure your water bills are minimised for that period.

Please note, as per OfWat's instructions, charges remain in place outwith this time period regardless of the latest COVID-19 restrictions.

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.

Covid-19 Closure Form

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.

Frequently Asked Questions

Your business premises may have been (or still is) temporarily closed due COVID-19 restrictions. Some commonly asked questions are listed below. Go to our FAQs page and select 'COVID-19' where you may find the answer to your query.

  • My business is still closed, why are you charging me from 1 August?
  • My business was closed during lockdown; why have you charged me volumetric charges throughout that period?
  • My business has reopened but I'm using less water than normal. Will you take this into account?
  • Why is my bill for less than 6 months?
  • How will you calculate my metered water charges?
  • There’s a local Lockdown and my business has closed again. What now?

Go to FAQs

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 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.

Temporary Closure

To let us know you were closed between 16 March and 31 July 2020, complete our Covid-19 Closure Form.

Please note; we can only reduce charges due to temporary closure between 16 March 2020 and 31 July 2020. This is because Ofwat have decided that water charges are payable from 1 August by all customers who temporarily closed during the lockdown, even if you haven’t reopened or your business has not returned to normal. 31 July is the latest date Ofwat permits us to treat you as having been closed. Find out more here.

However, from 1 August, your charges can be reduced if your premises is “vacant”, but not just closed. It’s vacant if, among other criteria, there is no stock or furniture in the building. Find out more here or complete our permanent closure form.

If your water consumption has reduced, send us meter readings which we will use when we calculate your next bill. 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 / Charges Review Form

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). 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

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


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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