I have submitted my Re-opening Premises Form. What happens now?

We’ll update your account. We’ll then send you a new bill, with charges starting from the date you re-opened. If you previously paid your bills by fixed Direct Debit, we’ll recalculate this and update you of the change 10 working days before the first payment is collected.

Will I still be charged if any water was used whilst my business premises has been closed?

If your property is metered, any consumption recorded on the meter while you were closed will be subject to charges in line with Ofwat requirements.

I submitted a Re-opening Premises form. Why haven’t I heard anything back?

We have received a large number of re-opening premises forms and therefore ask for your patience and understanding as we continue to process these.

Although I am now re-opening my business premises, it was temporarily closed for a period but I was still billed for water. Why?

If your premises is metered and water consumption was recorded on the meter while you were closed, Ofwat states that charges will still be due.

You may have closed earlier than 25 March or remain closed beyond 31 July, but Ofwat only allows temporary closures associated with Covid-19 for that 4-month period. Beyond this, charges will be due.

If your business premises was temporarily closed due to Covid-19 restrictions, please complete the Temporary Closure form at castlewater.co.uk/temporary-closure to let us know.

If you have already submitted this form then we ask for your patience and understanding as we continue to process these. Whilst we work through the applications and until we can process yours, you will find that your Direct Debit payments are still being taken each month. If you’re struggling to pay your normal fixed Direct Debit, please email payments@castlewater.co.uk.

Although I am now fully re-opening my business premises, I was operating on reduced hours and staff but still being charged the same. Will I be able to get a refund for the money I am owed?

If your business was operating on reduced consumption during covid-19, please ensure you have completed our Reduced Consumption form at castlewater.co.uk/reduced-consumption. On processing your form, a refund will be arranged if you have overpaid.

If your premises is metered and water consumption was recorded on the meter while you were closed, Ofwat states that charges will still be due.

My business has been open during COVID-19 but I am struggling to pay my bill. What can I do?

If your business has been operating on reduced hours/staff during Covid-19, please pay what you can for this period or contact us at payments@castlewater.co.uk if Covid-19 has made it difficult for you to pay. It’s important that there is sufficient funding to provide a clean, safe water supply.

I’m ready to re-open my business premises. What should I do?

If you are ready to re-open / have already re-opened your business premises, please let us know at castlewater.co.uk/reopening. Please provide meter reads on this form if your premises is metered to ensure we can provide you with a bill that’s as accurate as possible.

Now that I am re-opening, what can I do to make managing my business water bills as easy as possible?

Set up a Direct Debit, the quickest and easiest way to pay your bills. Go to castlewater.co.uk/dd-setup. You can also register for MyAccount – our online self-serve customer portal giving you 24/7 access to manage your Castle Water account(s). Register at myaccount.castlewater.co.uk/login.

How can I ensure that my new bill is as accurate as possible?

If your premises is metered, please ensure you have provided meter readings so we can ensure your new bill is as accurate as possible. Go to castlewater.co.uk/meterread.

My business is not yet re-opening. Will I need to start paying for my business water again?

Ofwat only allow temporary closures associated with Covid-19 for the period 25 March to 31 July 2020. Charges will be due before and after this period even if your business was or still is closed.

My business will be closing permanently

If you will not be re-opening your business, please let us know by completing a Move Out form at castlewater.co.uk/movingpremises. Let us know on the form when you first closed your business and the date you moved out permanently.

Go to Reopening Business Premises Form.