Castle Water Reviews 

We are extremely dissatisfied with our experience with Castle Water.

We moved into our business premises in 2025 and, despite being responsible for the water at the property, we did not appear to receive any bills or correspondence from Castle Water. We therefore had no idea who the water supplier was.

we eventually received a large bill covering a number of periods, which we paid in full for whole year bill in fact in advance for until 31/03/2026 after receiving correct period of bills on 12th Nov 2025 we paid as per bill received on 8 Nov 2025 £203.81 and again bill generated on 11/11/2025 £406.71 paid whole bill on 02/12/2025 and still charged £105 as late payment fee

We have now received another bill which includes over £101 in collection charges. total bills without any water usage is £206. in fact whole bill covers up to 31.03.2026 and paid in full still charging late payment fee.

We have never deliberately avoided paying our water bills. In fact, our history shows that whenever a bill has actually reached us, we have paid it. We have also already made a £200 payment towards the current water charges.

We are now formally disputing the additional collection charges and have asked Castle Water, but no respond or communication from castle water with clear answer.

We are happy to pay legitimate water charges, but we do not believe it is fair to add hundreds of pounds in collection charges when there appears to have been a serious issue with the billing and communication process.

We hope Castle Water will investigate this properly and resolve the matter fairly.

I spoke to Craig McWalter on the live chat. He resolved my query within a few minutes.

Lovely young man in customer services

Very helpful and fully explained my query

Francesca was very efficient

I spoke on the telephone today with Jamie Hulme, who was professional and polite at all times.
Jamie was very helpful in resolving my issue and I finished the call feeling a lot less stressed than beforehand. Great customer service.

Mr William Reid was extremely effecient and helpful.

Very kind man

Francesca, provided the information needed as promised.

Got through to contact centre fairly quickly. Heather dealt with query efficiently and was polite and friendly. Great customer service provided

Customer service (especially Sarah Byers) are quick and helpful responses, polite and friendly staff, consistently able to resolve my issue and reassure me in the process.

Ewan was a great help when I received an unexpectedly rather high bill. He looked into it thoroughly for me and realised there had been an error and went about rectifying it. Great work and communication.

What a fantastic experience I had with customer service. Completely understood the issue and resloved immediately. Thank you!!

The service I received was so good that I am considering switching to Castle water

My queries were answered swiftly and very efficiently by Sarah Byers in an online chat. She advised me on steps I could take to check whether I do have a water leak which is what I suspect and also advice regarding my invoice.

Amazing person he talk to me Nicely I really appreciate that guy he understand situation

I was extremely angry with Castle Water & expressed my anger. Heather was very patient, calmed me down & dealt with my complaint in the way i wished ie to close the account & render a final invoice

We are extremely dissatisfied with our experience with Castle Water.

We moved into our business premises in 2023 and, despite being responsible for the water at the property, we did not appear to receive any bills or correspondence from Castle Water. We therefore had no idea who the water supplier was.

In 2024, we eventually received a large bill covering a number of periods, which we paid. The same thing happened again in 2025, and we paid that bill as well. As this appeared to be the way Castle Water was billing us, we assumed they were simply billing periodically.

We have now received another bill which includes over £400 in collection charges.

What is particularly concerning is that we have discovered that Castle Water appears to have the wrong town and postcode recorded against our account. This raises serious questions about where the invoices and payment reminders were actually being sent.

We have never deliberately avoided paying our water bills. In fact, our history shows that whenever a bill has actually reached us, we have paid it. We have also already made a £200 payment towards the current water charges.

We are now formally disputing the additional collection charges and have asked Castle Water to explain why we were not receiving regular bills, where the invoices and reminders were sent, why our address details were incorrect, and how they believe these substantial collection charges are justified.

We are happy to pay legitimate water charges, but we do not believe it is fair to add hundreds of pounds in collection charges when there appears to have been a serious issue with the billing and communication process.

We hope Castle Water will investigate this properly and resolve the matter fairly.

I just had a conversation with Edward Traynor , who was extremley helpfull , he listened to my request , and answered me with full confidence ,