Customer Notice

Our offices and phone lines will be closed on Monday 27 May for the Bank Holiday. We will reopen on Tuesday 28 May at 8am. You can still make a payment online. If you experience an emergency or unplanned disruption to your water supply and/or wastewater service whilst we are closed, please call your Water Network Owner. You can find a list of emergency numbers here. If you experience a problem with the water pipework inside your own building/site, you should call your plumber in the first instance.

A monthly Direct Debit is the easiest way to pay your bills and spread the cost. You’ll also be covered by the Direct Debit Guarantee.

We’ll work out how much you’ll need to pay each month based on how much water you’re likely to use. At times, you’ll be in credit or debit. But we’ll review your payments each year to make sure you’re paying the right amount and let you know if your payments need to change.

What is a direct debit?

Setting up or changing your Direct Debit

It’s easy to set up or change a Direct Debit.

Make sure you have your bank details and an up-to-date invoice to hand. You will need to confirm your Customer Reference Number and you will find this on your bill.

You can also use this form if we’ve changed the amount you pay us and you’d like us to review it.

Set up my Direct Debit in England

Set up my Direct Debit in Scotland

Send your completed form by email to or by post to Castle Water Limited, 1 Boat Brae, Blairgowrie, Perthshire, PH10 7BH.

What to do if you can’t afford your payments

If you’re struggling to pay your bills, get in touch as soon as possible – we’re here to help.

If you’ve got a debt on your account, we may be able to help spread the repayments.

Cancelling your Direct Debit

If you want to cancel your Direct Debit, simply take a meter reading and contact us. We’ll use your reading to update your account. We’ll also discuss how you’d like to pay your bills in future. If you’ve got a debit balance on your account but you don’t want to set up a payment plan, you’ll need to pay the balance in full.

If you’re changing to another supplier, you can cancel your Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required.  We’ll refund any credit back to you or take a one-off payment for the balance when you get your final bill.

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