Castle Water Reviews 

Our company received out of the blue several invoices for our waste water that we had no knowledge of. SES water had sold that part of our service to Castle Water without our knowledge, who then opened an account without our permission. I tried several times to contact customer services via phone (no one answered) and via chat which then timed me out on several occasions. I finally raised a complaint and Sarah Byers, a customer service agent responded. I found her to be very helpful and efficient and we have finally resolved our issue. Castle Water need more employees like Sarah.

Very helpful on-line chat with Connor Neale, who looked up my details and provided the answer to my query very promptly, after I was guided to him by the chat-bot, when my query did not fit the FAQs

Thomas was very helpful and friendly and managed to sort my request quickly and efficiently

Sarah Byers dealt with my query very quickly when I contacted support.

Sarah Byers was very good and very efficient.

It was a pleasure to talk to Deborah Ebikwo.

My experience with Castle customer services was very profestional & Thomas was extremely helpful in dealing with & concluding my issue.

Received excellent customer support from Connor Neale

William was brilliant and took the time to resolve our query efficiently.

Quick response and resolution. Jacksson from the Ayr office branch resolved our issue very quickly.

Having had this site in query for 2 months, I have finally made headway with the assistance of Castle Water employee Christopher Milligan. He looked into the query in depth to try to give me the most up to date information, and advise the correct way to take this query forward. Thanks Chris, you deserve a Blue Peter Badge :)

I spoke to William at Castle Water this morning, and I wanted to say what an outstanding experience it was.

From the moment he answered the phone, William was friendly, cheerful, patient, and genuinely helpful. I had been very concerned about a large bill, but he took the time to explain everything clearly and concisely, answered all of my questions, and put the necessary actions in place to resolve my issue.

What really stood out was how reassuring and organised he was. He reminded me to make a note of all the reference numbers and ensured I understood exactly what would happen next. By the end of the call, I felt completely at ease and confident that everything was being dealt with properly.

Excellent customer service is becoming increasingly rare, and William is a real credit to Castle Water. Thank you for turning what had been a stressful situation into such a positive experience. I truly appreciate your professionalism, kindness, and dedication.

Bayarmaa at OEP

Lewis D was very friendly, understanding and helpful. Lovely tone and a joy to speak to.

Excellent service again today from castle water. as a business customer with multiple utilities accounts they are by far the easiest to deal with. Prompt to answer the phone, clear step by step assistance, very polite and helpful - today with the call handling agent Jamie was no exception - the same high quality i have come to expect. Great stuff

Not very compassionate, when you have an issue

I had to contact Castle Water today as, unfortunately, we have fallen three months behind with our payments. The outstanding balance was paid yesterday, 30 June 2026, however, we missed the deadline by one day. As a company, we do not currently have the facilities to make immediate payments.
I spoke to Robert this afternoon and asked whether the late payment charges, which were only applied today, could be removed. Robert was very understanding and is reviewing the request.

Tracey Arthur was polite, knowledgeable, and helpful in responding to my questions. On a couple of occasions, she needed to place me on hold, but I prefer that to being given incorrect information. The issue is still not resolved, but I now have the information I need to take it forward.

Kelseigh Clark was very helpful in understanding my frustration.

only given 4* as the problem has yet to be resolved and no contract received from Castle Water after my chat over a week ago - Not call handlers fault
Castle water are awful

Kirsty who took my call, listened carefully to my call and request and helped our registered Charity to solve the problem. Really pleased with the outcome and support provided. Thank you Kirsty for your exceptional listening skills and willingness to help.