Castle Water Reviews 24,526

Chris Friel is vey helpful! He explained my queation in detail and directed me to settle things down.

Date of experience: 17 April 2025

Worse customer service by someone called Jamie Hulm when I asked him to help us with extra charges and late payments due to financial difficulties when his answer was if you have financial difficulties why did you open a business !!!!!

Date of experience: 17 April 2025

I’ve just been informed that my water supply has been disconnected — a complete shock, as I received no letters, emails, calls, or disconnection notice. Until today, I was unaware of any significant outstanding balance.

I was told the water usage was around £122, which I’ve paid. The rest — over £700 — is apparently all late fees. This feels punitive and unfair, especially given the total lack of communication.

To add context, Castle Water previously overcharged me by thousands in December 2023 — which took over six months to resolve with no apology or compensation. That experience led me to cancel my standing order for protection against further errors.

I cannot operate my business, already under extreme pressure, without water. I’m tied into a commercial lease, and this disconnection is causing serious harm. My only mistake was being unaware — not negligent.

I request immediate reconnection and am open to a reasonable payment plan for any valid charges. Please treat this as urgent and respond promptly.

Date of experience: 16 April 2025

Chris Friel was a great help in setting up a direct debit for our account and sorting out the balance. Very professional and helpful!

Date of experience: 17 April 2025

Overcharged me £993.00 It might ruin the business if not regulated strongly.
My bill is £56 every 6 months but They didn’t send any bills in last 8 months as they used a trick then received final warning with £993 payment immediately or to be disconnected as they threatened me. I phoned them as a request to remove unnecessary charges but they’re so rude and they have very bad comments on their website www. castlewater.co.uk exactly opposite with Trustpilot reviews.

Date of experience: 11 April 2025

Paul was really helpful and helped me efficiently

Date of experience: 17 April 2025

Chasing an Invoice not showing on our account, so spoke to Edward Traynor who resolved my query efficiently and professionally quickly so thank you Edward!

Date of experience: 17 April 2025

Submitting a meter reading usually is straightforward but today it wasn’t. Rhys resolved this issue in seconds though Thanks.

Date of experience: 17 April 2025

Chris Friel was very helpful and sorted out my query with ease.

Date of experience: 17 April 2025

Had a question about our business account which I thought would be a bit tricky, but their customer service chap, Rhys Ferguson, sorted it out straight away! Efficient and polite.
Thank you.

Date of experience: 17 April 2025

Such a pleasure to hear a happy person at the end of the line. Sorted the query out in record time.

Date of experience: 17 April 2025

The phone was answered promptly. The responder was called Ewan. He was helpful and courteous. I have been given a case number to follow up with my request. I am satisfied with the result of my call.

Date of experience: 17 April 2025

Raj was excellent and dealt with my issue with efficiency and professionalism. He answered all my questions and helped me resolve a worrying issue immediately - I am very happy!

Date of experience: 17 April 2025

I have paid the bill you sent on the 8/4/25 THREE TIMES NOW.0n the 8th April by Debit card reciept no 17440914273747754, again by BACS transfer from my NATWEST account on 15th APRIL,and a third time yesterday reciept number 17447768406256398.I called a polite customer service gentleman yesterday who said my account would be corrected.Could you PLEASE,PLEASE correct my account which is still showing OUTSTANDING AMOUNT OF £171.10.
I don't mind a credit Just PLEASE UPDATE MY ACCOUNT.
My bill number was 10006116535 I have given my account in the trustpilot optional box below.
UPDATE
A lady called Lauren Christie has taken my case and sorted this out for me.So I'm grateful to her.
I actually don't understand why it takes someone to do this when accounts should be updated within 48 hours but it's been 10 days and nothing shows as paid on your portal.

Date of experience: 08 April 2025

Had the pleasure of speaking with Alfred D., he was really helpful and found all the relevant information very quickly, unlike the person I spoke with earlier in the day which effectively said I was lying

Date of experience: 16 April 2025

I have been charged £4894 , the name of the business the are mentioned in them bill are different from my company I called them and provided my name and address, and I try to get more information regarding this bill and how to solve the issue. But the woman from their customer service team was very rude and keep repeating the same thing that I have to pay the bill in full or they are going to disconnect my water supply. I asked why I have to pay for somebody else's account because I didn't open any account with castle water, but she said the same thing asking me to pay the bill in full or they will disconnect my business water supply. They aren't listening to any reason .I have to complain against them with Ombudsman hopefully they can help because I am struggling as it is and don't have the amount they are demanding. The way they are treated me is like some mafia organisation, not care at all what I am saying they just keep adding money to them bill which is gone up from 4k to £4894 from 08 April until now

Date of experience: 08 April 2025

I Spoke with a lady called Jade, she was very helpful indeed

Date of experience: 16 April 2025

Helped me with the query I had straight away.

Date of experience: 16 April 2025

We had an issue with None-Return to Sewer allowance and had been in communications with Castle Water for a while.
The issue was looked into and communicated to us professionally and clearly by Erum Kasmani who brought the matter to a satisfactory conclusion.

Date of experience: 16 April 2025

Lysa was extremely help, friendly and polite. Not the far to frequently uncounted 'grumpy' utilities customer service person.

Date of experience: 14 April 2025