Castle Water Reviews 

what a relive Lysa Cruz. thanks for your help.

Always a bonus to speak with the same advisor for me it was Mr Ferguson who dealt with my query efficiently.

Thank you Curtis Sutherland you were extremely friendly & helpful on the phone today.

I called today following some difficulties logging into the online portal. Our hold time was not too long and we spoke with Chris, Chris was immediately friendly and thorough in solving our queries and we're super pleased to have castle, their employees, and notably Chris as our suppliers. Thanks so much !

Jack Ford was very helpful. Also I got through to a real person in in a couple of minutes so GREAT. (compared to BT where I spent one hour waiting for their chatline yesterday). Well done Jack and well done castle water

Sarah Byers was a great help, she answered evey single question in full detail and was extremly helpful with getting the case resolved and proving all information and copies.

I had a very professional experience with Castle Water. I had an issue with a bill which I was unable to resolve. I was then referred to Jack Dickson, who made the whole experience smooth and transparent, I received regular updates and finally got a satisfied conclusion. I cannot recommend Jack enough, who took the responsibility upon himself to ensure the issue was resolved in a professional and orderly manner with regular updates. Communication was second to none both on the phone and via the portal(email). Thank you to Jack and Castle Water.

I needed to make what I thought were going to be some quite complicated changes to our account, but Leanne dealt with them all cheerfully and without fuss. She made the whole experience completely stress free so a big thank you to her!

Fast and engaging service provided

Carol was spot on with her customer service

Avoid this company!!!!!!!!
Trigger happy to disconnect water without the opportunity to put a payment plan in place.
Then charge a £960 disconnection fee & a further £450 to reconnect.
How cruel, in this heatwave.
Even though we did not receive the original bills.
Rude, unhelpful, condescending & unwilling to help

A utility Company should not act so rash, neither have the power to be so aggressive in particular as a water supplier.

Engage is just as useless. Payment in full or it's a waste of time talking to them.

Chris was knowledgable and polite and able to resolve my problem with ease.

Competent and faster

Excellent customer service very helpful,friendly and knowledgeable member of staff

Absolutely shocking experience with Castle Water. One of the worst companies I have ever had to deal with.

We took over our site on 16 February 2026 and the premises have been under refurbishment/construction since then. The previous owners operated a water garden centre, so their historic water usage would obviously be much higher than ours. Despite this, Castle Water have continued billing us using estimated readings that appear to reflect the old usage, not our actual current use.

We are not open to the public, the site is not trading as a water garden centre, and our water use is currently mainly toilets, hand washing and basic refurbishment needs. Yet Castle Water have billed us as though we are using around 50–53m³ per month, which is around 50,000–53,000 litres. That is completely unrealistic for our current situation.

I contacted them numerous times over more than two months requesting an actual meter reading. I explained that I cannot safely access the meter because it is under a heavy stone/concrete-type cover that I cannot physically lift. Instead of arranging a proper meter reading and resolving the issue, they continued sending estimated bills and chasing payment.

The worst part is the constant calls. I was being called several times a day, sometimes 3–4 times a day, over a balance that I had already disputed. In the end, I paid under protest just to stop the constant pressure and harassment. That payment should not be taken as acceptance that the bills are correct.

They also added late payment charges and interest while the account was in dispute, even though the issue was caused by their failure to arrange an actual meter reading.

In my opinion, this is completely unacceptable customer service. Castle Water need to stop relying on unrealistic estimates, arrange proper meter readings when requested, remove unfair charges, and refund any overpayment.

I would strongly advise any business to be very careful before dealing with Castle Water. Based on my experience, their billing, communication and complaint handling have been extremely poor.

Heather was incredibly helpful and explained everything I needed to know very clearly. Very friendly and excellent customer service!

Thomas Mills was more than helpful . Very polite and reassuring manner and relived our issue with no problem .
10/10⭐️

Joe Murtagh helped me resolve a billing issue via chat and this was much appreciated. I find the customer online portal clunky, and have had a bad customer experience via phone in the past, but today's interaction with Joe helped to put that right.