Castle Water Reviews 26.954

I have had to raise multiple complaints with Castle Water over excessive estimated bills, incorrect charging and repeated service failures. Several complaints had to be escalated to CCW because they were not resolved at retailer level.

I have now discovered that Castle Water misclassified my residential property as a non‑household account for years. Had I genuinely been a business customer, I would have switched retailer long ago based on the customer service alone. The standard of service and complaint handling has been the poorest I have experienced from any utility provider.

Spoke to Patricia, she was really helpful , friendly & patient.

William dealt with my enquiry efficiently, professionally and promptly...great service from William Reid.

The call was answered swiftly and very courteously by Heather Stevenson. She answered all my questions.
I have spoken with many Customer Support people at Castle Water, and would like to say William Reid on 9th April was also very very good.

I spoke with Craig McWalter regarding a query on a new meter we had installed. My query was very quickly taken on, Craig came back with all the information i needed, and we resolved it within minutes. Im very pleased with the customer service i received, so thank you Craig!

Many thanks to Helen for her excellent assistance and for efficiently following up on my case.

Leanne was very informative, knowledgeable and responded to my query quickly. We spoke by phone and then she followed up my issue with emails. Thank you

The operator Craig was super efficient going through security and linking the account to our login.

Efficient and friendly as always from the webchat team.

Thank you Craig and the web chat team!!!

Francesca helped me with all my queries. Very professional and swift service.
Thanks you,
Jess

Excellent customer service from Joseph Cabena
issue resolved

I was unable to resolve my issue as the matter had to be referred to a third party. The staff were helpful but did not resolve my issue.

Heather Stevenson provided the best customer service I have ever experienced. Truly the best I’ve received in my entire life so far—absolutely exceptional. All customer service departments should have someone like her, she would be a great asset to any company and help it grow. Thank you.

Helpful, prompt and polite staff member who explained everything I needed to know professionally and accurately

Thank you Chris
You provided a fast, supporting and excellent customer service.

Jamie, who attended my call was very helpful and resolved the issue immediately.

HEATHER WAS LOVELY. VERY VERY HELPFULL AND KNOWLEDGABLE.

I have just had a really positive experience with Castle Water's Customer support. They have a good set up of AI support that sends a number of useful articles to cover most issues. My issue was more complicated and the on-line Live agent was quick to respond. Connor was really helpful and resolved my issue inside 5 minutes.