Castle Water Reviews 

I needed to call Castle Water to resolve some invoicing problems that had arisen with my account. Thomas Mills resolved all the issues with knowledge, professionalism and patience.

Super fast and efficient and resolved the query - thank you Mitchell Bennett

Mhairi Grant has been great support and very helpful. Definitely an asset to your company.

Very poor features

Sarah Byers was very eager to assist and helped me greatly

Castle water as a company we do not like but the staff we normally speak to go above and beyond to try and help the situation. We spoke to Christopher today and he was more the helpful, he tried every which way to try and get our bill sorted including getting onto his manager and trying to reduce our charges.
A credit to the company.

Patrica was great she answered my questions and now everything is sorted on both accounts hopefully.
It really makes a difference when you can speak with a Human!

Francesca Cafolla Extremely helpful really made me feel comfortable , I had to close account and she made it very efficient and easy

Francesca was brilliant. Very helpful and professional.

⭐️⭐️⭐️⭐️⭐️📞☺️Had to phone Castle water today due to issues I was having with my bill linked to my dyslexia and organisation.
Francesca, was very supportive to me and patient while I had to try and reset my account and ended up supporting by sending a link. She listened and help explain the situation and help find ways to support me now and going forward,

Really very kind and understanding and didn’t make me feel stupid for my errors. Definitely her customer service is worth a five star review. ⭐️⭐️⭐️⭐️⭐️

Shameless. They do not accept or ignore complaints, even from established utility agents. Caste Water add daily interest on to unjustifed created charges. Daily telephone harassment and final demand letters with no-reply for an empty mixed use property with no water use. Meter reads and photos supplied.
This is for a property owned by a long established limited company, and despite requests not, continues to include an officers full name in their demands.

Excellent customer service and finding the what was the cause of the problem.

I would like to thank Lysa Cruz for her excellent support and customer service. Lysa was proactive, responsive, and kept us informed throughout the process. She worked diligently to resolve the issue and provided regular updates until the matter was completed.

Thank you, Lysa, for your support.

I have been a Castle Water customer since 2019. My email address changed, and important communications continued to be sent to my old email. I received no SMS, no phone call and no letter that reached me warning that my account was seriously overdue. Instead, the balance was allowed to increase until it was referred to a debt collection agency, which was the first time I became aware of the issue. I immediately contacted Castle Water, offered to pay the outstanding balance in full and requested that the additional late payment and debt recovery charges be reviewed as a goodwill gesture. Despite this, my request was refused twice without any consideration of the circumstances. Very disappointing customer service and poor communication.

I contacted Castle Water as a new customer having recently taken over a shop in Surrey. I spoke with Francesca Cafolla who was kind, understanding and professional in her dealings with me. I subsequently received a couple of emails to register and set up our online account all of which seems good. Francesca also advised that if I provided meter readings, it would make our bills accurate. Thank for your customer service both Francesca and Castle Water. 27th July 2026

Excellent customer service from Heather Stevenson, she handled my query quickly, kept me updated throughout and resolved everything without any hassle. Clear communication and a smooth experience from start to finish!!

I have had countless issues with my most recent bill. I have set up direct debits on 3 occasions now, been assured all have been successful but my direct debit still doesn’t appear to be set up.
I have tried to pay my bill probably around 20 times on multiple different days but each time there has been issues out of my control (usually just inexplicable faults on the website). I ended up with a late charge but thankfully they were kind enough to remove this when I called to explain the situation. However I have now just had a letter to say I will be being visited by debt collection services.
I am very fed up with this company, who already charge me an extortionate amount for a very small amount of water that I use. I would not recommend.

Its always hit and miss, but today was a hit with a very helpful customer service advisor - Ewan Davidson

Really easy to connect to someone, helpful advice and the issue was quickly resolved

A little bit of a wait on the phone before i spoke to somebody, but overall the gentleman serving me was very helpful, very clear, and very friendly.