Last week, Castle Water, the UK’s largest independent water retailer, received its 12,000th 5-star customer review on Trustpilot.

Castle Water has long held the title of the most reviewed UK water retailer on Trustpilot, with more 5-star reviews on the platform than all other water retailers combined. With over 15,000 reviews, Castle Water’s TrustScore remains at a strong 4.6 out of 5.

In June, Castle Water held the first dedicated helpdesk for submeter customers. The level of interest, and the complexity of queries, highlighted shortcomings in the non-household water market for many customers with submeters. Castle Water’s CEO, John Reynolds, wrote to Ofwat, MOSL, CCWater and the Strategic Panel, explaining the problems submeter customers were facing and asked for them to prioritise reform to the market arrangements.

Castle Water continues to listen to all customer feedback and remains committed to improving its service offering; ensuring customers have everything they need to stay in control of their business water, keep bills up-to-date and costs down. As well as being able to opt-in to paperless billing, customers can login to MyAccount to view and pay bills, see account balances, submit meter readings, check account transactions, view consumption data, update account details and use the interactive map to find their water meter.

Trustpilot is a popular online consumer review platform, that hosts reviews to help consumers shop with confidence.

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Notes For Editors

About Castle Water

Castle Water is the largest independent water retailer in the UK. We supply business water services to hundreds of thousands of nationwide companies, charities and public bodies. Castle Water are licensed providers of water services in Scotland and England; and are regulated by the Water Industry Commission for Scotland and Ofwat. Our customer services are all UK based and delivered in-house. For further information about Castle Water, visit our website:

For press enquiries, contact:

Emma Smith
Marketing Communications Manager