Castle Water customer service update for March 2022

  • Trustpilot score 4.6 October 2021 to March 2022, with 1,756 reviews (as at 21 March 2022); 90% of customer reviews 4 or 5-star.
  • Castle Water answered 95,421 calls and 37,525 webchats between 1 October 2021 and 18 March 2022.
  • 100% of live webchats were answered within 30 seconds
  • 9,607 customers completed our satisfaction survey after getting in touch with us between October 2021 and February 2022 – feedback which helps us improve our service.
  • 52,882 customers submitted meter readings online on MyAccount between 1 October 2021 and 28 February 2022
  • Customers are signing up for new online monthly Customer in Control Plan. With Customer in Control, you submit your meter reading online before the end of each month and pay by Direct Debit for what you’ve used that month.
  • Over 93% of Castle Water customers in Scotland successfully enrolled to paperless billing

Castle Water earns it’s 10,000th 5-star customer review on Trustpilot

In December 2021, Castle Water received it’s 10,000th 5-star customer review on Trustpilot. This milestone followed more good news for Castle Water, that in November 2021 won an award for its Customer Service Excellence. Today, Castle Water is fast approaching it’s 11,000th 5-star Trustpilot review.

52,882 customers submitted meter readings on MyAccount

Castle Water make it easy for customers to submit monthly meter readings online on MyAccount to help ensure bills are up-to-date and customers only pay for the water they use. Submitting monthly water meter readings is especially important for businesses where recent water usage may be less than normal due to the impact of Covid-19. A further 4,366 customers submitted meter readings via the online form on the company website during the same period.

The Customer in Control Plan means Castle Water customers never pay in advance

In response to customer feedback, Castle Water’s Customer in Control Plan allows its customers to pay for their business water and wastewater as they use them, meaning customers never pay in advance. Castle Water customers can register online to move to Customer in Control.

93% of customers in Scotland are now on paperless billing

Paperless billing provides customers with a fast, reliable, and eco-friendly way of billing, that removes the delays often associated with postal delivery. Following a robust series of postal and email communications, Castle Water auto-enrolled thousands of eligible customers in Scotland to paperless billing from 1st March 2022. Customers not eligible for auto-enrolment were invited to opt-in to paperless billing online. Today, 93% of Castle Water customers in Scotland are enjoying the benefits of paperless billing.

Castle Water customers in England and Scotland can already choose to opt-in to paperless billing on the 'Premises' tab on MyAccount.

Register or log in to MyAccount here.

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