Castle Water customer service update for January - March 2021

Customer service statistics

  • Trustpilot score is 4.5, with 1,202 reviews over the quarter; 91% of customer reviews were 4 or 5-star
  • Castle Water answered 19,143 live webchats, up from 10,811 in the same period in 2020
  • 80% of Castle Water customers say they are Happy with the service they receive on webchat
  • Castle Water customer campaign has doubled the number of meter reading submissions to 19,325 in the time since launch
  • Castle Water answered 52,549 calls in the quarter, with an average wait time of 5 and a half minutes
  • Responses to customer satisfaction surveys are helping Castle Water to identify any service shortcomings and address them immediately

91% of Trustpilot reviews were 4 or 5-star

With more 5-star Trustpilot reviews than all other water retailers combined, Castle Water’s Trustpilot score remains at a strong 4.5 out of 5. Castle Water received 1,202 customer reviews over the quarter, with 91% of customers giving Castle Water 4 or 5-stars.

Castle Water continues to work hard to improve its service offering to ensure its customers have everything they need to stay in control of their business water, keep bills up-to-date and costs down. Responses to customer satisfaction surveys are helping Castle Water to identify any service shortcomings and address them immediately.

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. In March 2021, Castle Water announced a new account balance feature on MyAccount. The improvement means Castle Water customers can now check their water and wastewater account balances on MyAccount. Other MyAccount features already available include submitting meter readings, updating details, and viewing and downloading invoices.

Register or log in to MyAccount here.

Customer meter readings up to 19,325

Castle Water are continuing to make it easy for customers to submit regular meter readings, to help ensure bills are up-to-date and customers only pay for the water services they use. The quickest way to submit a meter reading to Castle Water is on MyAccount, or by using the self-service buttons on the homepage. This has been especially helpful to Castle Water customers in the last 12 months, when long term, temporary premises closures have resulted in irregular water consumption patterns. Castle Water launched a campaign in October 2020 to further support its customers to submit regular accurate meter readings. In the time since the campaign launched, Castle Water customer meter readings submissions have more than doubled to 19,325.

Increased capacity on webchat

Castle Water answered 19,143 live webchats, up from 10,811 in the same period in 2020. 80% of customers say they are “Happy” with the service they receive on webchat. As restrictions are lifted and more customers reopen their businesses, Castle Water expect to see an uplift in customer contact. Castle Water have increased capacity for handling webchat to help resolve more customer queries, faster.

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*MyAccount is currently unavailable to Scotland customers that do not have Consolidated Billing or Trade Effluent. Customers not eligible for MyAccount can use our quick online self-service buttons at the top of the homepage to pay a bill, submit a meter reading, or tell us they are moving premises.