Castle Water Reviews 

After coming to the end of the fixed deal with Brightwater/Castle Water the charges jumped so after shopping around , Castle Water offered to price match a competitor . All agree and signed/processed in the 7th July yet on the 21st July it’s still the original higher price . I’d assumed having signed a new deal the next bill would be the agreed price . Not impressed at all .

The person on the phone was calm and controlled and resolved my issue fairly

Very nice caring man from Scotland. Very polite and helpful.

Excellent service from Heather this morning, thank you.
Opened a new account and the details of which were added to our company profile in the portal immediately! If only all utility providers acted this promptly, wouldn't that be wonderful!

I spoke to Ewan Davidson and he was very helpful and explained the problem I had with my invoice received from Castle Water

Thomas was a lovely person to talk to and made the service very pleasant and helpful.

Castle Water’s handling of our account has been absolutely appalling.
We took over a commercial property and, instead of billing us based on genuine meter readings and our actual usage, Castle Water applied estimated readings that resulted in a bill of more than £5,000. The meter could not be read at the time because the cover was too heavy for the previous managers to open, yet Castle Water still relied on estimates and treated them as though they were accurate.
We have submitted regular meter readings showing that our actual water usage is far lower than their estimates. Despite this, we have received confusing and contradictory information from their staff about what was owed, what had been credited and which account payments had been allocated to.
We paid £927.42 while the account was disputed because of the repeated calls and pressure, and we still believe this amount should be refunded. The previous owner also made a separate payment, yet Castle Water continued sending unclear responses and failed to provide a simple, transparent explanation of how the remaining balance was calculated.
Their complaint handling has been poor, repetitive and unhelpful. Instead of properly investigating the account, they appear to rely on automatically generated estimates and generic responses.
Running a business is stressful enough without having to spend hours correcting a water company’s inaccurate billing. Based on our experience, I would strongly advise other businesses to be extremely cautious before using Castle Water.

I was able to get through very quickly and the response for respectful, thorough and clear. They were able to provide details and solutions in an effective manner

Having some issues with our water supply upstairs and Rhys provided great guidance on the call today.

Very helpful.Easy to speak to and understanding of my initial problem. Special mention to Rhys Ferguson for his support. Thanks.

I was really struggling with the required online forms, but Sarah Byers provided top class help. Rather than just pointing me in the right direction, they filled in the forms on my behalf, asking me the relevant questions one by one and clearly explaining what each one meant. It made a stressful process feel simple and stress free. I Highly recommend!

I dealt with an extremely helpful advisor Craig McWalter who was able to resolve my query without any issues!

Extremely helpful competent courteous customer adviser called Jamie who went out of his way to sort out my query .
Over the years I’ve found Castle Water to be top notch!

Curtis Sutherland was so helpful, he sorted out our iuue and organised a amended bill, which we received in a few days. Thank you Curtis

Terrible company to deal with.
do not pay over the phone as they take double the amount owed and then it is a nightmare to get the money refunded.
No communication & long wait times on the phone.
Harassment phone calls daily.
Worst company I have ever had to deal with.
All staff say different things when you call up.
They do not even check meter readings.

Joe M listened to (or read as the interaction was over chat) my query and was able to deal efficiently with the question.

I'm sorry reading other reviews i thought i was dealing with a different company ,put' un' in front of most words and it sums up my experience with them ,unhelpful uncooperative ,unfair, uncompromising in fact a bloody nightmare to deal with ,my last bill for 6 month in advance was more than i spent last year ,give us £1400+ upfront on estimated meter readings for water up until october 26 .
Oh and if you don't pay we will fine you and effect your credit score .
NO discussions......I'M OFF but no doubt they will make that awkward.

Excellent service

Heather Stevenson was the perfect person to speak with. She listened, wanted to make things right and give a positive experience. If only every employee one needs to connect with was like this! Thank you!