Meet The Team: Richard Hudson

Tell us about your role at Castle Water

I manage all aspects of Castle Water’s relationships with our wide range of Public Sector customers. This includes query resolution, invoice and payment management, industry expertise and advice on how to make the most of your Castle Water account. My role is to make it as easy as possible for customers to manage their Castle Water accounts and provide a tailored service.

How do you build strong relationships with Castle Water customers?

I believe that customers value the support and knowledge that a Portfolio Manager brings. The aim is to ensure that the customer feels supported, particularly at times when an incident such as a water outage challenges that organisations core values.

We have robust plans in place so we can act quickly to ensure contingency of supply in an emergency, and as a dedicated point-of-contact I offer reassurance and take responsibility for our obligations to the customer. For our customers who want to establish contingency plans of their own for emergencies, we can support them to make that happen through our professional network of Additional Services partners.

What benefits can large and multi-site customers expect from Castle Water?

Castle Water provides a one stop approach and is available to assist 24/7 with your water services. Whatever your question, we are available at the end of a phone/email/live web chat to assist. We cater to a wide variety of billing and invoicing needs including single site and multi-site invoicing, and EDI.

We offer unrivaled trade effluent expertise to our customers and we are recognised as a market leader in trade effluent billing. Our unique trade effluent invoicing system produces billing with the highest degree of accuracy.

What added value does Castle Water provide to its customers?

Castle Water can provide data reporting to assist with carbon reduction strategies as well as access to Additional Services ranging from providing interval data, identification of a leak, and support with any remedial or water savings needs.

Our customers can use our free online resources to engage with their staff and encourage cultural changes that result in less water being used.

We also make it easy for our customers to submit their own meter readings through MyAccount so bills stay up-to-date and they only pay for the water they use. MyAccount itself is another fantastic feature as it gives our customers complete control to manage their Castle Water account via a secure online portal that’s available 24/7, 365 days a year.

Finally, we have received great feedback on our Crown Commercial Service (CCS) customer eNewsletter, which is created exclusively for them.

Can large organisation use Castle Water’s self-service customer portal, MyAccount? 

Yes! MyAccount has everything you need to stay in control of your Castle Water account and you can log in anywhere, anytime. Customers with multiple meters and multiple accounts can view everything using one log in so it keeps things nice and simple. With MyAccount customers can view and download invoices, check account balances, update account details, submit meter readings, access FAQs and tell us if they are moving premises.

How are you making a difference for Castle Water customers?

I have a good understanding of the needs of public sector customers from my time with Castle Water and in previous roles. This helps with providing solutions to our customer’s needs, to make the ‘day job’ easier for all.