The provision of your water and/or wastewater services from Affinity for Business has changed.

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.

What do I need to do now?

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

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.

Download Welcome Pack

Your MyAccount

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.

Paying by Direct Debit

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.

Remittance advice 

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 payments@castlewater.co.uk.

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.

You may not have to pay VAT on your water services

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.

Meter readings

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 metering@castlewater.co.uk.

Don’t miss out!

As a valued customer, you can take advantage of the great services we have on offer.

  • If you haven’t already, register for your MyAccount - our online self-serve customer portal providing secure 24/7 access to your Castle Water account(s) – simply visit myaccount.castlewater.co.uk
  • Sign up to our mailing list to get a first look at our latest news, blogs and case studies
  • Check out our website for the latest water efficiency advice, hints and tips
  • Access a wide range of additional water management services, no matter the size of your organisation, such as leak detection audits and automatic meter reading
  • Our online self-serve options include paying your bill, submitting a meter reading, viewing previous invoices and telling us if you’re moving premises
  • Did you know, we might be able to cut costs on your energy bills too. Get a quote at castlewater.co.uk/energy and find out how much you could save

What to do in an emergency

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.  


We’re here to help

You can contact our friendly Customer Service Team on 01250 718700 or email support@castlewater.co.uk, quoting your name and customer account number. We’re available Monday to Friday, 9am to 5pm.

Key Account & Trade Effluent customers

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.

  • Key Accounts: call 01250 718718 or email keyaccounts@castlewater.co.uk
  • Consolidated Billing: email consolidatedbilling@castlewater.co.uk
  • Trade Effluent: call 01250 718718 or email trade.effluent@castlewater.co.uk

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 additionalservices@castlewater.co.uk.