Castle Water, the UK's leading independent business water retailer, has now assumed full responsibility for your water retail services including billing, account management, meter reading, payments and customer service.
We may have already been supplying your water or wastewater services. For many customers, this means that both services are now combined and you’ll enjoy a simpler approach to managing your business water. You can find out more information about this change at castlewater.co.uk/merger-faqs.
Following this change, you do not need to take any action and we’ll handle everything for you. We have worked closely with Affinity for Business to ensure that this process is seamless.
Your Welcome Pack will tell you everything you need to know about getting started with your new account. We’ll send you your first bill between May and July 2020.
Castle Water will create a new account for you on the MyAccount customer portal in due course, once your previous invoices up to 31 March 2020 have been transferred across. You’ll then be able to manage your new account and submit meter readings, view and download your invoices, tell us if you are moving & view details of your premises.
If you normally pay your bills by Direct Debit - you don’t need to do anything and you may continue to enjoy the benefits of using this payment option.
Paying by Direct Debit is the easiest way to pay your bills and spread the cost plus you’re covered by the Direct Debit Guarantee. To start using this payment method, go to castlewater.co.uk/directdebit.
Sending us your remittance advice will help us process and allocate your payment(s) accurately and in good time, especially if you are making a single payment covering multiple accounts, or multiple payments at the same time. Please email a copy of your remittance slip to firstname.lastname@example.org.
Alternatively, you can complete our online remittance form at castlewater.co.uk/remittanceform. You can use this to let us know that you have made a payment or if you wish to move money between your accounts.
It is possible that we will not have to charge VAT on your water services, but to ensure that you are invoiced correctly, it is important that you complete and return a SIC Form. HMRC use SIC codes to determine the nature of your business and identify whether you are liable to pay VAT. Until we receive this, VAT will be added to your invoices at the standard rate. You can access a downloadable SIC Form under ‘Payment Info’ for England customers at castlewater.co.uk/info.
To help improve the accuracy of your water bill, you can submit your own readings at any time at castlewater.co.uk/meterread. Please only read the meter if it is safe for you to do so. If you are in doubt about the location of your meter, please email us at email@example.com.
As a valued customer, you can take advantage of the great services we have on offer.
You can report an emergency, a disruption to your water or wastewater supply, or a water quality incident by calling us during operating hours on 01250 718700. We 're available Monday to Friday, 9am to 5pm.
For support out with our operating hours please call your water network owner directly. A list of all UK water networks and their contact details can be found at: castlewater.co.uk/emergencies.
You can contact our friendly Customer Service Team on 01250 718700 or email firstname.lastname@example.org, quoting your name and customer account number. We’re available Monday to Friday, 9am to 5pm.
If you have a query about any aspect of your service, it’s easy to get in touch. Your new Key Account Team is available to answer any questions you have about your account from submitting meter readings to setting up Direct Debit payments.
We are available from Monday to Friday, 9am to 5pm and you can contact us using the following details.
It is reassuring to know that you can access water wherever and whenever you need it. We can connect you to a range of additional services. From advice on water efficiency and reducing your costs, to disposing of waste responsibly and maintaining your green credentials, Castle Water can help. To find out more, please contact email@example.com.