Castle Water Reviews 

I spoke to Heather who was most helpful and gave me everything I needed in today's call.

Carole Logan was brilliant today, finally got this issue resolved with Castle Water/Thames Water, she was thorough and got the job done! Well done Carole.

Robert was extremely helpful, friendly and polite.

Great service today from Castle Water. Called and got to talk to a human quickly (that alone is five stars). Christopher Milligan was polite, helpful and very speedy sending me the information required. Thank you for your assistance today, CM. :)

Our Leak allowance claim was very complicated but after a detailed application it was successful which I don't think would have been the case without the support form Castle Waters staff with Rebecca Dewar helping with what was required for the application and then keeping us informed during the process.
The whole process took from October 2025 until June 2026

Jamie Hulme gave me simple to understand sympathetic and useful help and advice He cleared up a problem completely for me I send my recommendation
Yours Susan Birdh

After a few emails and a telephone confrontation with a previous customer services agent who obviously did not know what she was doing another agent named Mhaini Grant has looked at our case and converted a £908 debt and threat of disconnection into a £193 credit. Great job Mhaini shame some of your fellow service agents are not as knowledgable as you

We've been getting calls from some-one saying they are Castle Water, so I thought I'd phone and check, definitely not from Castle Water. Thankyou William Reid for checking for me, and suggesting "who called me" as the number comes up as negative, and from a Telephone Holdings company

What a helpful member of staff. Dreaded dealing with the chat bot but was put through to a member of staff who was incredibly helpful and really understood my problem and what I wanted to achieve. Walked my through it, answered further questions and I left feeling a great sense of relief. Thank you Joe Murtagh for all the assistance

Brilliant service from Carole at Castle Water today, solved my problem quickly and very professionally, she’s an asset to their team!

Actually spoke to a brilliant person who sorted everything out

I want to thank Sarah Byers for being super prompt in supportive with my query. Thank you and wish you all the best!

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.

I needed help with the DD set for an invoice and the issue got resolved. The customer assistant was very help and polite.

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.

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.

Heather was extremely helpful regarding payments and information about my account.

Thank you

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.

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