Castle Water customer service update for September 2021

  • £6 million saved for Castle Water customers during pandemic.
  • £2.67 million saved for Castle Water customers, and up to £9 million per year saved in potential leakage costs, as Castle Water approaches it target to install 5000 free AMR devices for eligible customers by 2022.
  • Trustpilot score 4.6 July to September, with 1,121 reviews; 90% of customer reviews 4 or 5-star.
  • Castle Water answered 57,222 calls and 23,311 webchats between July and September.
  • 100% of live webchats were answered within 30 seconds.
  • Customers are signing up for new online monthly Pay As You Go. With online PAYG, you submit your meter reading online before the end of each month and pay by Direct Debit for what you’ve used that month.
  • Royal Mail postal delays are affecting delivery of Castle Water bills, customer payments by post, and other postal communications. Castle Water customers can login to MyAccount to update mailing preferences, switch to paperless billing, and access bills and account information online, anywhere, anytime.

£6 million saved for customers during the pandemic

Castle Water’s market-leading initiative to stop charging many of its customers for the lockdown, resulted in millions of pounds worth of savings for its UK business customers. Following a rigorous communications plan to inform customers of their options during the pandemic, Castle Water reduced bills for 61,300 customers, saving £6 million for its customers.

5,000 free AMR devices to be installed by 2022

Castle Water is on track to install 5,000 Automatic Meter Reading devices free of charge for eligible customers by 2022, saving customers over £2.67 million in installation costs, and up to £9 million per year in potential leakage costs.

Postal delays

Ongoing delays in the postal network may mean that it takes longer than normal for Castle Water customer bills to arrive, and it is taking longer than normal for Castle Water to receive any payments and communication customer send by post.

Castle Water customers can register or log in to MyAccount to update mailing preferences to receive bills by email, and to access bills and account history at any time.

Further improvements to MyAccount

Castle Water continue to invest in and improve its customer portal, MyAccount, so customers can access more account information instantly online and avoid call waiting times during busy periods.

A major platform update is planned for release on MyAccount by the end of 2021. Currently, all Castle Water customers in England and some eligible customers in Scotland have access to the portal. The imminent update will give all remaining Castle Water customers access to register for and start enjoying the benefits of MyAccount.

MyAccount has everything you need to stay in control of your account, keep your bills up-to-date and your costs down, all in one place.

  • View and download invoices
  • Check your account balance
  • Submit meter readings
  • Tell us if you are moving premises
  • Update your details
  • Access a range of useful FAQs
  • Use the interactive map to find your water meternew
  • View your Statement of Account to see all your account transactionsnew

Register or log in to MyAccount here.

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