Castle Water handled 34,960 calls in January with an average call waiting time of 26.1 seconds.

Customer Services Director Iain McPherson comments:

Castle Water targets call waiting times of no more than 1 minute. We will bring in further improvements in customer service in 2018. Our website offers our customers self-serve capability on many common queries, including paying bills, requesting a copy invoice, submitting a meter read, and informing us that they are moving premises.

For customers wanting to avoid the risk of a short delay, Iain advises:

Calls are busiest between 10-11:30 and 2-3:30 each day, with a peak of activity on Monday each week. Our lines are open 8-6 Monday-Friday, and we also offer webchat via our website, which receives 5-star reviews from customers.

During 2018, Castle Water will continue to invest in its billing and customer service platforms, including extending its online account management system to all customers, which is already being trialled with customers across England; as well as redesigning the format of invoices; and opening an additional customer service centre.

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