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 subsequen... See more
Company replied
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Review summary
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Reviews shaping this summary
Thank goodness for Steven Simpson. I was trying use your online form, forms which so often do not work. People like Stephen are so important for customers, he was competent, professional and polite,... See more
Company replied
⭐️⭐️⭐️⭐️⭐️📞☺️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 a... See more
Company replied
I contacted Castle Water and spoke with Connor Neale about a direct debit requirement. He answered promptly and was very helpful, he was able to resolve the query there and then and assisted with the... See more
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Company details
About Castle Water
Written by the company
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?
Written by the company
- 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.
Contact info
1 Boat Brae, PH10 7BH, Rattray, Blairgowrie, United Kingdom
- 01250 718700
- castlewater.co.uk
4.5
Excellent
27K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Castle Water are not as joined up as…
Castle Water are not as joined up as they could be but Jamie Hulme was able to resolve the issue to our satisfaction and did it professionally , politely and efficiently.
8 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that Jamie was very professional, polite and efficient when resolving your query.
Kind regards,
Ellis
I needed help with the DD set for an…
I needed help with the DD set for an invoice and the issue got resolved. The customer assistant was very help and polite.
8 July 2026
Unprompted review
Reply from Castle Water
Hello Ade,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was very helpful and polite when resolving your query.
Kind regards,
Ellis
Highly recommend castle water to any small business.
One thanks is definitely not enough to Ryan Crawford. I made mistake when I moved out from Everflow. He help to understand their final invoice and give me many suggestions. He is very patient with me as English isn't my first language.
The another big reason I would like to highlight castle water is that they reply my call or email, or any questions super fast. You won't feel stress when you contact with them. That's what I feel in those stressful days.
6 July 2026
Unprompted review
Reply from Castle Water
Hello Jing,
Thank you for leaving us a 5-star review. We are happy to hear that Ryan was very patient and helpful when resolving your query.
Kind regards,
Ellis
I got a £7000 bill with no warning due…
I got a £7000 bill with no warning due to a leak . I then had to spend 15 minutes on hold to get through to someone to speak to , who had no useful advice other than get a plumber and explanation that they had no
Liability.
7 July 2026
Unprompted review
Reply from Castle Water
Hello Nicholas,
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
Heather was extremely helpful regarding…
Heather was extremely helpful regarding payments and information about my account.
Thank you
7 July 2026
Unprompted review
Reply from Castle Water
Hello Charlotte,
Thank you for leaving us a 5-star review. We are happy to hear that Heather was extremely helpful when resolving your query.
Kind regards,
Ellis
Having several queries over the account resolved
My queries were resolved to my satisfaction. I was guided through the online procedure which would have defeated me without your help. I had to wait some time to get through on the phone but the result was worth it.
7 July 2026
Unprompted review
Reply from Castle Water
Hello Denise,
Thank you for leaving us a positive review. We are glad to hear that your advisor was very helpful when resolving your query.
Kind regards,
Ellis
So Castle Water overcharge me by £1,000…
So Castle Water overcharge me by £1,000 and then confirm the charge is to much but still after 2 weeks have refunded my money.
I have now spent several hours fighting this and lost interest on the funds
7 July 2026
Unprompted review
Reply from Castle Water
Hello AG,
Thank you for leaving us a review and sharing your concerns.
We appreciate your feedback, upon reviewing your account we can see the balance was calculated using the meter readings provided for the property, rather than estimated readings where actual readings have been submitted. We have been in contact regarding your account and if you have any outstanding questions please do not hesitate to contact us via the portal or using our online webchat.
Kind regards,
Ellis
Helpful and easy to deal with
7 July 2026
Unprompted review
Reply from Castle Water
Hello Alex,
Thank you for leaving us a 5-star review. We are glad to hear that your advisor was helpful when resolving your query.
Kind regards,
Ellis
Very helpful person who was ready to…
Shelby Bowerman is a very helpful person who was ready to give advice and had an understanding of the situation.
7 July 2026
Unprompted review
Reply from Castle Water
Hello Mrs Woods,
Thank you for leaving us a 5-star review. We are pleased to hear that Shelby was very helpful and understanding when resolving your query.
Kind regards,
Ellis
Disgusting company
Where do I begin? Huge bill appears out of nowhere despite the fact I am already paid up to date with Southern Water and have been since 2018.
All started in February and still ongoing. Bill gone up by £1000 because I am not paying for my water twice!
Incredibly rude on the phone, closed my case when they deemed it ready to close even though nothing is resolved. Lied about having correspondence with Southern Water. Caused me sleepless nights and no end of stress and still they continue to send huge bills.
Horrible company who dont care about you at all - I never even entered a contract with them as am very happy with Southern Water. They appeared completely out of no where. AVOID AT ALL COSTS!!!!!!!
30 June 2026
Unprompted review
Reply from Castle Water
Miss Annie
Thank you for leaving a review. I've sent a request via TrustPilot for more information - if you can give your account number I'll be able to look into this and check why your bills have increased.
John
William Reid was great at handling my…
William Reid was great at handling my issues and resolved the case quickly and efficiently.
6 July 2026
Unprompted review
Reply from Castle Water
Hello Norman,
Thank you for leaving us a 5-star review. We are happy to hear that William provided great service when efficiently resolving your query.
Kind regards,
Ellis
Excellent service
Excellent service from Leanne at castle water.
She was polite, helpful and checked that the information she gave me was correct.
Thankyou Leanne.
6 July 2026
Unprompted review
Reply from Castle Water
Hello Jill,
Thank you for leaving us a 5-star review. We are glad to hear that Leanne was very helpful, polite and well informed when resolving your query.
Kind regards,
Ellis
My call was handled impeccably by Lewis…
My call was handled impeccably by Lewis Dorward who sorted out the issues I'd had with my account in a very pleasant and efficient manner. Thanks Lewis
6 July 2026
Unprompted review
Reply from Castle Water
Hi Mark,
Thank you for leaving us a 5-star review. We are pleased to hear that Lewis was very efficient when resolving your query.
Kind regards,
Ellis
Very helpful and all solutions and…
Very helpful and all solutions and answers provided with ease
6 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor was very helpful when resolving your query.
Kind regards,
Ellis
Castle Water - Toxic Profit Culture
Castle Water operate a toxic culture designed for maximum profit at the expense of their customers. They bill based on inflated estimated readings, even though they have access to actual visual readings. Their customer services approach is one of deflection rather than transparency. In many years in business I have not come across a business with such shady practice and disregard for the law, regulations and customers
6 July 2026
Unprompted review
Reply from Castle Water
Richard
I'm very concerned about your experience, as we do everything we can to produce accurate bills based on actual meter readings. I've sent an info request via TrustPilot - if you can reply with your account number I'll look into this as a matter of urgency.
John
I needed to change my email address
I needed to change my email address. Castle Water answered the phone quickly and Thomas Miles was very helpful in resolving the issue.
3 July 2026
Unprompted review
Reply from Castle Water
Hi John,
Thank you for leaving us a review. We are pleased to hear that Thomas was very helpful when resolving your query.
Kind regards,
Ellis
Reply from Castle Water
Hi Nicholas,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was thoughtful, helpful, and prompt when resolving your query.
Kind regards,
Ellis
Carole really helped resolve an invoice…
Carol really helped resolve an invoice issue. Star performer. Thank you.
3 July 2026
Unprompted review
Reply from Castle Water
Hello Steve,
Thank you for leaving us a 5-star review. We are glad to hear that Carol was helpful when resolving your query.
Kind regards,
Ellis
Very good communication skills and very…
Very good communication skills and very good customer support
3 July 2026
Unprompted review
Reply from Castle Water
Hello Suela,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided very good communication and support when resolving your query.
Kind regards,
Ellis
Castle water mskes everything very…
Castle water mskes everything very easy.
Thomas was very professional and prompt.
Thank you so much
3 July 2026
Unprompted review
Reply from Castle Water
Hello Ayhan,
Thank you for leaving us a 5-star review. We are pleased to hear that Thomas was very professional and prompt when resolving your query.
Kind regards,
Ellis
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