Castle Water logo. Castle Water customer service update June 2018

Loss of water supply or pressure

Although loss of supply or loss of water pressure is the responsibility of your Water Network Owner, Castle Water is responsible for administering payments, where they are due, under Ofwat’s Guaranteed Standards Scheme (GSS) for customers in England. A summary of the standards and conditions is available at

Castle Water will work with your Water Network Owner to administer GSS payments in certain situations if your supply has been interrupted or if your water pressure falls below the minimum pressure standard. This includes identifying customers who are entitled to GSS payments and ensures we have accurate details of the supply losses suffered.

Customers in England seeking GSS payments can contact Castle Water directly to provide information and ensure that you receive the correct payment.

Simply submit your details online at

We are open 8am-6pm, Mon to Fri. Call us on 01250 718700 or why not use our 5 star webchat service at

Castle Water provides water services to business customers throughout England and Scotland, with offices in London, Blairgowrie, Glasgow, Leeds and Portsmouth. We are independent of Thames Water and other Water Network Owners. All our customer services are based in the UK. Castle Water is regulated by Ofwat and the Water Industry Commission for Scotland.

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