Skip to content
Castle Water provide a high standard of customer service and support to all our customers. We recognise that some customers may require additional support and guidance when managing their water utilities due to ongoing, or unexpected, personal or business circumstances.
This Vulnerability Strategy sets out Castle Water’s commitment to providing an inclusive service to all our customers, including those who are vulnerable.
Ofwat defines a vulnerable customer as:
“A Non-Household Customer who, due to the personal circumstances of a key individual associated with the customer, or the business circumstances of the customer, may require additional provisions beyond those typically provided to a Non-Household Customer in order to access an inclusive service.”
In alignment with Ofwat’s definition, Castle Water recognise that a vulnerable customer is someone who may be disadvantaged, or have difficulty, when accessing our services due to either temporary, or permanent, personal or business circumstances.
Castle Water’s front-line agents are trained to identify vulnerable customers and direct them to the appropriate resources to ensure they receive a fair, inclusive and equitable service.
Customers may also self-identify, or request additional support, through the following channels:
Tel: 01250 718700
Email: support@castlewater.co.uk
Or via webchat at https://www.castlewater.co.uk
If you believe you require extra assistance, please inform us of your specific needs and we will do our best to support you.
Castle Water are committed to providing an inclusive service to all customers, regardless of the existence of vulnerabilities. To support this objective, Castle Water have a range of support measures available which are designed to ensure equitable treatment for all.
Our customer communications are designed to be clear, concise, and easy to understand, using plain language and accessible formats.
We offer customers a choice of how they engage us with and receive essential information about their services. Customers can choose from the following communication methods to ensure they receive information in a manner that best meets their needs:
Customers may also appoint a representative to manage their account with Castle Water by providing a letter of authority.
We provide a high-quality service across all communication channels to ensure that our customer support is fair and consistent.
We may offer flexible payment arrangements of up to 12 months, with options for weekly or monthly instalments to meet the needs of customers.
Our front-line agents provide support and guidance to all customers who require an explanation of their water charges. We also have a dedicated page on our website at https://www.castlewater.co.uk/business-water-help/bill-explainer which breaks down the invoices in an easy to understand, accessible format.
Our front-line agents have been trained to communicate with customers in a clear and transparent manner, to recognise the signs of vulnerability and what support Castle Water can offer to vulnerable customers to ensure that they have access to an equal and inclusive service.
We ensure that all front-line agents receive appropriate training on how to serve vulnerable customers and implement mandatory annual training which covers the (i) recognition of potential vulnerabilities; (ii) Castle Water’s procedures and support processes; and (iii) management of customers’ personal data, as a means of improving our service to customers.
Castle Water will continue to review its policies and procedures to ensure they align with the objective of providing an equal and inclusive service to all customers, including those who are vulnerable, and adapt such policies and procedures where required.
This policy will be reviewed annually or earlier if regulatory or legal changes are required.