Customer Notice

Our offices and phone lines will be closed for Good Friday. Our Scotland offices and phone lines will reopen at 8am on Monday 22 April. Our England offices and phone lines will reopen at 8am on Tuesday 23 April. To make a payment, click here. 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.
  1. 1. Licences
    1. Sewerage Licence
    2. Water Supply Licence
  2. 2. Scheme of T&Cs
    1. National Scheme of T&Cs
    2. Scheme of Terms & Conditions
  3. 3. Scheme of Charges
    1. Scheme of Charges 17/18 – Castle Water (Thames area)
    2. Scheme of Charges 18/19 – Castle Water (Thames area)
    3. Scheme of Charges 18/19 – Castle Water (Portsmouth area)
    4. Scheme of Charges 18/19 – Castle Water (South East Water area)
    5. Scheme of Charges 19/20 – Castle Water (Thames area)
    6. Scheme of Charges 19/20 – Castle Water (South East Water area)
    7. Scheme of Charges – Wholesalers
    8. Scheme of Charges – Retailers
  4. 4. Emergencies Information
    1. Emergency Contact Information
  5. 5. Payment Info
    1. Direct Debit Mandate
    2. Remittance Advice Form
    3. VAT Water Service Charges & SIC Form
    4. Assessed Charges Review Form
  6. 6. Ofwat Codes
    1. Customer Protection Code of Practice
    2. Interim Supply Code Draft
    3. Retail Exit Code
  7. 7. Water Industry Guides / Information
    1. OfWat Industry Overview
    2. How Non-Household Customers Are Charged
    3. Setting Price Controls Overview
    4. Surface Water Drainage
    5. OfWat Forward Programme
    6. Water is Open For Business
    7. Link to MOSL website
  8. 8. Water Industry Act
    1. Water Act 2014
    2. Water Industry Act 1991
  9. 9. Policies & Standards
    1. Privacy Policy
    2. Complaints Procedure
    3. Our Ethics and Values
    4. Castle Water Anti Slavery Policy
    5. Environmental Policy
    6. The Guaranteed Standards Scheme
    7. Subject Access Request Form
    8. Unacceptable Actions Policy
    9. Data Protection Policy
    10. 2018 Gender Pay Gap Report
  10. 10. Portsmouth Specific Information
    1. Advance Payment Form – Mains for New Developments
    2. Portsmouth Water Scheme of Charges
    3. Moving Premises Form
  11. 11. Thames Specific Information
    1. Business Assessed Guidance Notes
    2. Business Assessed Charges Form
    3. Waste Water Abatement Guidance Notes
    4. Waste Water Abatement Bilateral Form
    5. Waste Water Abatement Commercial Inserts Form
    6. Leak Allowance Guidance Notes
    7. Leak Allowance Bilateral Form
    8. Moving Premises Form
    9. Loss of supply
    10. Trade Effluent Discharge Application (Permanent) – G/02
    11. Trade Effluent Discharge Application (Permanent) Guidance Notes – G/02
    12. Trade Effluent Discharge Application (Temporary) – G/03
    13. Trade Effluent Discharge Application (Temporary) Guidance Notes – G/03
  12. 12. FAQs
    1. England FAQs
    2. CB50/02 FAQs
  13. 13. Contract and special agreement T&Cs
    1. Cashback 50 – PayOnBill T&Cs
    2. Quote Tool T&Cs
  14. 14. Local Supply Issues
    1. Water Supply Issues
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