I was helped by Jacksson, who explained everything clearly to me and gave me an update on my water meter case. They explained the situation, answered all my questions and told me what the next st... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
I had a problem with a new smart meter, with the sender having become detached from the meter cover. The advice I received was clear, precise, and rapid. Kelseigh made sure I had all the information I... Toon meer
Under no circumstances deal with these people. They are very underhand and likely to over bill you and at the same act unlawfully by turning up to your premises threatening cut off when they know the... Toon meer
The experience was great thanks to Michelle Sek. I was online and she was prompt to take the query and efficient in dealing with it and also very helpful in explaining in a quick and efficient manner... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over Castle Water
Geschreven door het bedrijf
Unlike many water retailers, Castle Water is not associated with any of the UK’s traditional water network owners. We are wholly independent. We only act in the interests of our customers and have an excellent track record of working proactively with water network owners to deliver the right results.
Our customer services are delivered in the UK and we have account management teams to support customers nationwide.
We operate extended hours: Monday to Friday, 8am to 6pm, and you can contact us in a variety of ways.
We operate extended hours: Monday to Friday, 8am to 6pm, and you can contact us in a variety of ways.
Looking to switch water supplier?
Geschreven door het bedrijf
- Switch to Castle Water and save on your fixed water charges
- Switch now to the UK's leading independent water retailer. Visit castlewater.co.uk/switch to get your instant quote.
Contactgegevens
1 Boat Brae, PH10 7BH, Rattray, Blairgowrie, Verenigd Koninkrijk
- 01250 718700
- castlewater.co.uk
4,5
Uitstekend
28K reviews
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Heather Stevenson was very…good
Heather Stevenson was very professional, friendly and helpful on the phone , she has explained my query very well . Very happy with the service and using castle water in my other business also recommended to the new tenant and they will get castle water too
20 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Tom,
Thank you for leaving us a 5-star review. We are glad to hear that Heather was very professional, friendly and helpful when resolving your query.
Kind regards,
Ellis
Heather was very helpful with my meter…
Heather was very helpful with my meter problem
20 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Nick,
Thank you for leaving us a 5-star review. We are happy to hear that Heather was very helpful when resolving your query.
Kind regards,
Ellis
William Reid was fantastic…
William Reid was fantastic on the phone. He was very helpful and managed my issue very well and in great timing.
20 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Tahera,
Thank you for leaving us a 5-star review. We are pleased to hear that William provided fantastic service when resolving your query.
Kind regards,
Ellis
Jamie Hulme was very efficient and…
Jamie Hulme was very efficient and helpful
20 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Ian,
Thank you for leaving us a 5-star review. We are glad to hear that Jamie was very helpful and efficient when resolving your query.
Kind regards,
Ellis
Even though I was querying a charge
Even though I was querying a charge, Melissa was extremely helpful in cancelling the charge an in fact pointing out we were due a credit
20 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Melissa was extremely helpful when resolving your query.
Kind regards,
Ellis
Very efficient service dealing with our…
Very efficient service dealing with our exemption application by Declan Drysdale at the Ayr office. Thank you for making it no hassle at all
19 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that Declan was very efficient when resolving your query.
Kind regards,
Ellis
Jamie from castle water responded to…
Jamie from castle water responded to all my queries.
"Excellent customer service and accurate billing"
Thankyou
19 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Junaid,
Thank you for leaving us a 5-star review. We are pleased to hear that Jamie provided excellent service when resolving your query.
Kind regards,
Ellis
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that your advisor provided excellent service when resolving your query.
Kind regards,
Ellis
Castle Water is an absolutely fantastic…
Castle Water is an absolutely fantastic company! I am extremely happy with their excellent service. The team is always very helpful, friendly, and professional. They truly care about their customers and go above and beyond to help. Highly recommended!
19 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided excellent service was very helpful, friendly and professional when resolving your query.
Kind regards,
Ellis
Lewis Dorward was very patient whilst…
Lewis Dorward was very patient whilst helping me to gain access to the portal
19 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Paula,
Thank you for leaving us a 5-star review. We are happy to hear that Lewis was very patient when resolving your query.
Kind regards,
Ellis
Avoid Castle Water – Overbilled on non-existent water usage & forced to correct billing back to 2021
If you are a business owner considering Castle Water, take this as a clear warning. My experience with them has been a complete nightmare of improper billing and administrative friction.
Castle Water billed us based on guessed invoices and an inflated Rateable Value (RV 165) for unmeasured internal water for a premises that has no sink, no toilet, and uses no internal water at all.
Despite this, they continued to issue estimated bills and push unfair late payment charges (including an automated £105 fee) while ignoring the reality on the ground. It was only when United Utilities stepped in, conducted a proper site inspection, and forced Castle Water to correct the RV from 165 down to 95, ordering them to retrospectively revise every single bill going all the way back to May 2021 that they finally applied hundreds of pounds in complaint credits to fix their mistakes.
To top it off, we then had to fight to get them to unblock our request to switch to a new supplier and process the refund of our overpaid credit balance.
Do not waste your time or money with Castle Water. Check your bills closely, double-check your rateable value, and look for a reputable supplier that treats business customers fairly.
18 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a review and sharing your concerns. The billing adjustments followed a review and revision of the property's charging information by the water network provider. We then updated the billing to reflect the revised information.
Thank you for providing your details, any further clarification about your account can be addressed directly.
Kind regards,
Ellis
not keen on online services but the is one not bad
I’m not keen on online services. But this one was not bad. As usual Telephone assistance should be clearly marked which it is not currently
16 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a positive review. The most effective way to manage your account is via the portal, this puts everything in one place, makes it easy to see your invoices and account history and to make payment, If you need any further assistance please do not hesitate to contact us via the portal to review your account.
Kind regards,
Ellis
Crap company with rude customer…
Crap company with rude customer services…takes an hour to speak to somebody & the information they give changes with the mood whoever answers their calls. They hang up on you and make you wait again and laugh at you by asking the same datails over and over again. Time wasters! They’re expensive as compared to other suppliers. Please avoid them if you can!!!
16 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Muhammad,
Thank you for taking the time to leave us a review and sharing your concerns. In order for us to investigate your account, we have requested some additional information through Trustpilot. Once we have received this we will be in touch.
Kind regards,
Ellis
chris camble
16 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Chris provided 5-star service when resolving your query.
Kind regards,
Ellis
Spoke to Heather
Spoke to Heather. Excellent customer service.
15 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Edith,
Thank you for leaving us a 5-star review. We are happy to hear that Heather provided excellent service when resolving your query.
Kind regards,
Ellis
Heather was very helpful and…
Heather was very helpful and sympathetic, and has efficiently passed me on to the next stage
15 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that Heather was very helpful, sympathetic and efficient when resolving your query.
Kind regards,
Ellis
friendly helpful with correct…
friendly helpful with correct information, Tom I think his name was
15 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Ted,
Thank you for leaving us a 5-star review. We are happy to hear that Tom was helpful and friendly when resolving your query.
Kind regards,
Ellis
Quick and easy information
Customer service were able to answer my questions very efficiently.
15 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was very efficient when resolving your query.
Kind regards,
Ellis
Thank you Rhys for making the change of…
Thank you Rhys for making the change of premises request very easy.
15 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Christine,
Thank you for leaving us a 5-star review. We are glad to hear that Rhys resolved your query with ease.
Kind regards,
Ellis
Very satisfactory service
The speed in which my enquiry was handled was refreshing. The helpfulness of the operative named Melissa. The whole process and outcome of my call was painless.
15 oktober 2026
Review zonder uitnodiging
Antwoord van Castle Water
Hello Simon,
Thank you for leaving us a 5-star review. We are happy to hear that Melissa was very helpful when resolving your query.
Kind regards,
Ellis
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