Castle Water Reviews 

Excellent customer service and finding the what was the cause of the problem.

I would like to thank Lysa Cruz for her excellent support and customer service. Lysa was proactive, responsive, and kept us informed throughout the process. She worked diligently to resolve the issue and provided regular updates until the matter was completed.

Thank you, Lysa, for your support.

I have been a Castle Water customer since 2019. My email address changed, and important communications continued to be sent to my old email. I received no SMS, no phone call and no letter that reached me warning that my account was seriously overdue. Instead, the balance was allowed to increase until it was referred to a debt collection agency, which was the first time I became aware of the issue. I immediately contacted Castle Water, offered to pay the outstanding balance in full and requested that the additional late payment and debt recovery charges be reviewed as a goodwill gesture. Despite this, my request was refused twice without any consideration of the circumstances. Very disappointing customer service and poor communication.

I contacted Castle Water as a new customer having recently taken over a shop in Surrey. I spoke with Francesca Cafolla who was kind, understanding and professional in her dealings with me. I subsequently received a couple of emails to register and set up our online account all of which seems good. Francesca also advised that if I provided meter readings, it would make our bills accurate. Thank for your customer service both Francesca and Castle Water. 27th July 2026

Excellent customer service from Heather Stevenson, she handled my query quickly, kept me updated throughout and resolved everything without any hassle. Clear communication and a smooth experience from start to finish!!

I have had countless issues with my most recent bill. I have set up direct debits on 3 occasions now, been assured all have been successful but my direct debit still doesn’t appear to be set up.
I have tried to pay my bill probably around 20 times on multiple different days but each time there has been issues out of my control (usually just inexplicable faults on the website). I ended up with a late charge but thankfully they were kind enough to remove this when I called to explain the situation. However I have now just had a letter to say I will be being visited by debt collection services.
I am very fed up with this company, who already charge me an extortionate amount for a very small amount of water that I use. I would not recommend.

Its always hit and miss, but today was a hit with a very helpful customer service advisor - Ewan Davidson

Really easy to connect to someone, helpful advice and the issue was quickly resolved

A little bit of a wait on the phone before i spoke to somebody, but overall the gentleman serving me was very helpful, very clear, and very friendly.

Disgusting treatment by their representative (sadly I didnt get a name) and absolutely zero resolution. Avoid at all costs. I took over a business which had an account with Castle Water and they have been an absolute nightmare to deal with ever since. I have just called to try and understand why a payment was taken without authorisation and I spoke to one of the rudest staff members I have ever had to deal with. She kept interupting me as I tried to explain what had happened historically, and then accused me of interupting her and being rude. I hadnt even been able to complete a sentence. She then put the phone down on me. This is after 15 minutes of being on hold. At no point was my voice raised or was I being rude. Utterly disgraceful. There is no resolution. All I want to do is get the account paid off so I can leave this company once and for all.

I had a great experience dealing with Sarah Byers. She was extremely helpful, accommodating, and took the time to answer all of my questions clearly and thoroughly.

Sarah explained the billing and liability position in detail, ensuring I understood why the account had been opened, who was responsible for the charges, and how the water supply was linked to the property. She was knowledgeable, patient, and made what could have been a complicated issue very straightforward.

Most importantly, she resolved the issue quickly and efficiently. Her excellent customer service and willingness to help were greatly appreciated.

Thank you, Sarah, for your professionalism and support.

I was put through quickly to an agent, Kelseigh Clark, who helped direct my query to the relevant department.

Sarah Byers was very helpful and polite during my live chat. She answered my questions clearly and provided excellent customer service. Thank you for making the process quick and easy.

After a long struggle to understand the reason why our direct debit was cancelled the team at Castle Water finally sorted it out with us. It is impossible to explain how complicated it was. Rachel Shaw Jamie, Robert and Tyler are just a few of the team whose names I recall but everyone pulled the stops out to help.

Sarah (Byers) was extremely helpful and patient with my many questions. She went out of her way to find out solution and see if she could overcome my issues. While not all were resolvable, I felt I could go back in the future and ask again when i had more details.

Great customer service from Craig McWalter, good communication and fixed my problem quickly

Problem solved. Profession and efficiency
Thank you very much

Craig M was really quick & efficient. Really appreciate his responsiveness in sorting my query

I have been a Business owner for 11 years. My interaction with Utility companies is almost always negative. Not this time however. After replacing a faulty water meter, Castle Water recalculated our bills in favour of us (the customer) and credited our account accordingly. Super trustworthy. Well done Castle Water. And thankyou to Rhys who handled the issue very professionally and was a fantastic help.

Tracey was polite, helpful and I think sorted things out.