Frequently Asked Questions

Please email myaccountsignup@castlewater.co.uk with a list of the account numbers, and premises addresses.  Please include your login email address that you use for MyAccount.

Our invoicing system for Trade Effluent – TEIP – is designed to produce the most accurate invoices possible, which will always reconcile against Wholesale charges. Many customers want to know that their charges are auditable and can be tracked back to these Wholesale charges. Unfortunately, if the Wholesaler enters sampling data in the Central Market Operating System after the month in which it is due to be recorded, this gives rise to a change in charges. This is an issue affecting all areas of England, not just Castle Water. We prefer to always be transparent, and therefore will send a revised bill. We are working with the Market Operator to stop the late upload of sampling data, which we think is unnecessary, and hope that sometime soon we will be able to eliminate the need for these reconciliations.

Trade Effluent is any liquid waste discharged into the sewers from a business or industrial process. Trade Effluent is regulated to ensure the sewerage network can adequately handle and treat the waste. This is to protect the health and safety of staff and to protect the environment.

The types of businesses that normally require a consent include: car washes, launderettes and dry cleaners, transport depots, breweries, dairies and commercial swimming pools. Trade effluent customers can be large or small businesses.

Trade effluent does not include waste that is classed as regular sewerage – waste water from kitchens, bathrooms and toilets; therefore, most hotels, restaurants, cafes, pubs, and hairdressers.

To regulate Trade Effluent, businesses are provided with a licence, or discharge consent. Samples of the trade effluent discharge are taken regularly to ensure customers are complying with the terms of their consent. 

It is a criminal offence to discharge trade effluent waste without a consent.

If you believe that your business may require a Trade Effluent consent, please complete the application form and send it to us

Application form

• For premises in Scotland
• For premises in England

Application guidance note

• For premises in Scotland
• For premises in England

or alternatively email Castle Water’s Trade Effluent Team, if you have any further queries.

To be considered for Key Account status, we expect you to have multiple locations and to have an annual spend of £30,000 or more on your Castle Water bills. Our Key Accounts are managed by a specialist team. You can request to have a dedicated Customer Relationship Manager, who is based in London and will be able to visit your site. This is managed on a case by case basis. If you would like more information, please contact us.

Many of our customers have temporarily closed and reopened in recent months so it’s taking us longer than normal to close and open accounts when our customers move. Thank you for your patience. If your premises is metered and you haven’t already done so, please provide us a meter reading.

You can pay by debit or credit card online here.

We’ll update your account and update your Wholesaler to ensure charges are stopped. We’ll then send you a final bill up to the date you closed. If you normally pay by Direct Debit, we will collect the total balance of your final bill. If you have overpaid, a refund will be arranged as soon as possible.

Many of our customers have temporarily closed and reopened in recent months so it’s taking us longer than normal to process things. Thank you for your patience. If your supply is metered please provide a meter reading here.

If your premises have been temporarily closed during the lockdown and/or you are struggling to pay because of the effects of Covid-19 on your business, please let us know by applying for our Repayment Scheme. It’s important that there is sufficient funding to provide a clean, safe water supply but you may be able to spread out payments.

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.

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

We have received a large number of temporary closure forms and therefore ask for your patience and understanding as we continue to process these.

Whilst we work through the Temporary Closure forms and until we can process yours, you will find that your Direct Debit payments are still being taken each month. If we identify that you have overpaid, on updating your account, a refund will be arranged as soon as possible. If you’re struggling to pay your normal fixed Direct Debit, please email payments@castlewater.co.uk.

When we process your temporary closure form, a refund will be arranged if you have overpaid.

If you are ready to re-open or 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 new bill that’s as accurate as possible.

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.

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.

Many of our customers have temporarily closed and reopened in recent months so it’s taking us longer than normal to process things. Thank you for your patience. If your supply is metered please provide a meter reading if you haven’t already done so.

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.

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.

If your business was operating on reduced consumption during covid-19, please ensure you have completed our Reduced Consumption form. 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.

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.

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.

If your premises is metered, please ensure you have provided meter readings so we can ensure your new bill is as accurate as possible.

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.

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

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/register.

Many of our customers have temporarily closed in recent months and we’re experiencing high levels of contact as they reopen. The fastest way to get a copy of your bill is to register for our self-serve customer portal, MyAccount. To register for MyAccount go to myaccount.castlewater.co.uk/register. Once registered, your bills will be available immediately however, please note that this may take a little longer for trade effluent and consolidated billing customers.

If there’s a water meter at your premises the water and wastewater charges will be calculated using meter readings. We use actual readings and estimates based on what we know about your normal consumption. You can provide meter readings at any time at castlewater.co.uk/meterread. For more detail and help understanding your bill, go to castlewater.co.uk/billexplained.

If there is no water meter at your premises, your bill is calculated based on an estimate set by the Wholesale supplier. This may be based on the Rateable Value of your premises or what’s called an 'assessed volume' which depends on what the Wholesaler knows about your business and what water is being used for. If you think the estimate is wrong or if you are interested in having a meter installed, let us know.

Please provide a meter reading and a photograph if it is safe for you to access your meter. Submit this via our website at castlewater.co.uk/meterreading and we will use this reading when we calculate your next bill.

Register for our 24-hour self-serve customer portal, MyAccount. You can submit meter readings, view and download your bills, view details of your premises and more. To register for MyAccount, please click here. Once registered, your bills will be available immediately however, please note that this may take a little longer for trade effluent and consolidated billing customers.

We require a meter reading for your business premises so that we can bill your account accurately. A meter also allows you to monitor your water usage. If you do not have a water meter and would like to enquire about getting one installed, please contact us.

The cost of having a meter fitted will depend on your location, and the size of the meter required. In some cases, it may be free of charge. To find out more fill in this form and a member of our team will contact you shortly.

Wherever possible - this is sometimes inside your business premises on the supply pipe close to your stop tap. Occasionally they are placed on the outside edge of the property boundary. The installation of a meter will be subject to a survey by the water wholesaler responsible for the water and waste networks in your area.

There are some properties where it might not be possible for us fit a water meter at all. The water wholesaler in your area will determine alternative options.

Meter reads can be submitted here.

Automatic Meter Reading can be particularly beneficial for larger customers with complex sites, particularly if your meter is hard to reach (for example farms), your site is prone to leaks or water usage is difficult to control (for example universities).

Castle Water has framework partners who we can put you in touch with in order to help you get set up with AMR. We can either communicate with these companies on your behalf or put you in touch with them directly.

Castle Water will take at least one meter reading each year. You can also submit a meter reading at any time.

We are currently experiencing high levels of contact as many of our customers reopen after a temporary closure. To avoid a wait, please take time to browse our other Frequently Asked Questions.

You can call us between 8am and 6pm, Monday to Friday on 01250 718 700. Alternatively, use web chat, our contact form at castlewater.co.uk/contact, or email support@castlewater.co.uk.

Every business premises receiving water or wastewater services has one or two unique Supply Point Identifiers, one for water and one for wastewater. The Supply Point Identifier is also known as a SPID number. Click here to find out more.

You can find the SPID for your premises on your Castle Water bill at the top of page 7.

You can pay online by debit or credit card at castlewater.co.uk/paybill, or by calling 01250 718 700 and selecting our automated payment line. The fastest way to get a copy of your bill is to register for our self-serve customer portal, MyAccount. To register for MyAccount go to myaccount.castlewater.co.uk/register. You should be able to see your bill within 24 hours of registering.

If your payment is late you may incur Late Payment Charges and Interest.