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A year of growth, strength, and customer success
2024 has been a transformative year for Castle Water, marked by milestones that demonstrate our resilience, innovation, and unwavering commitment to our customers. From enhancing digital tools to advocating for our customers and breaking records to setting industry standards, we’ve made significant strides in shaping the future of business water services.
Our customer portal
This year, our online portal proved to be an essential tool for customers, making account management more convenient than ever. With 1,446,000 logins, it’s clear that our customers value the flexibility and accessibility it provides. Whether submitting meter readings, viewing bills, or managing account preferences, the portal has become the go-to place for staying in control of your business water account.
Our customers submitted an impressive 140,535 meter readings through the portal this year—proof of just how easy it is to stay on top of water usage with just a few clicks. And for those looking to make a sustainable impact, 56% of portal users have now gone paperless, reducing waste and embracing greener practices.
The portal isn’t just a tool; it’s a testament to how we’re evolving to meet the needs of our customers, delivering control, convenience, and sustainability all in one place.
Standing up for our customers
Our commitment to our customers goes beyond accurate billing and smooth service – it’s about standing by you when challenges arise. In 2024, we handled 669 wholesaler disputes across 186 SPIDs, including legal trading disputes, resulting in a 77% reduction in withheld settlement costs, from £1.2 million in 2023 to £271k in 2024. These disputes often involve complex market data discrepancies and have been pivotal in ensuring fair outcomes for our customers.
We also secured over £1.63 million in leak allowances, helping customers recover costs for unexpected leaks. These efforts demonstrate our dedication to minimising the financial impact of unforeseen water loss.
Whether it was resolving disputes, securing leak allowances, or navigating complex challenges, our team remained steadfast, turning obstacles into opportunities to support our customers when they needed it most.
Performance that leads the pack
Castle Water’s dedication to excellence was recognised in the Market Operator Services Limited (MOSL) 2023/24 Annual Market Performance Report, showcasing our strides in metering. As the only water retailer with a dedicated team of field agents for customer meter readings, we took full control of our metering operations, introducing a national service complemented by regional capabilities. By redesigning scheduling rules, enhancing data validation, and automating key processes like skip management, we improved accuracy, efficiency, and customer engagement.
These efforts led to a 60% reduction in long-unread meters and secured our position as the top-performing large retailer for Market Performance Standards (MPS) in 2023/24. Despite challenges with difficult-to-access meters and limited wholesaler services in key regions, our hands-on approach and targeted investments set a new benchmark for operational excellence and customer satisfaction.
Feedback that drives us forward
It’s one thing to deliver results; it’s another to know that those results truly make a difference. This year, we received an impressive 3,208 new Trustpilot reviews, including 2,582 5-star ratings. These additions bring our overall total to 23,237 reviews, with a remarkable 80% of those being 5-star experiences.
Your feedback is more than just a measure of our success – it’s the foundation of our commitment to continuous improvement. From thoughtful suggestions to kind words of appreciation, each comment fuels our drive to set even higher standards in customer care. Thank you for every review, rating, and suggestion.
Looking ahead to 2025
As we wrap up 2024, we’re proud of what we’ve accomplished – but we’re not stopping here. From digital innovation to new customer-focused initiatives, 2025 is shaping up to be another year of growth and success.
Thank you to every customer who submitted a reading, logged into the portal, or shared their feedback. Castle Water Wrapped isn’t just about us – it’s about the relationship we share with you. Here’s to another year of delivering exceptional service, driving innovation, and shaping the UK’s water industry.
