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 subsequen... See more
Company replied
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Review summary
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⭐️⭐️⭐️⭐️⭐️📞☺️Had to phone Castle water today due to issues I was having with my bill linked to my dyslexia and organisation. Francesca, was very supportive to me and patient while I had to try a... See more
Company replied
My Live Agent on Chat, Sarah Byers, was on it right from the start. Completely understanding my query and resolving it in very quick time. Really helpful and a credit to Castle Water. In my e... See more
Company replied
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... See more
Company replied
Company details
About Castle Water
Written by the company
Unlike many water retailers, Castle Water is not associated with any of the UK’s traditional water network owners. We are wholly independent. We only act in the interests of our customers and have an excellent track record of working proactively with water network owners to deliver the right results.
Our customer services are delivered in the UK and we have account management teams to support customers nationwide.
We operate extended hours: Monday to Friday, 8am to 6pm, and you can contact us in a variety of ways.
We operate extended hours: Monday to Friday, 8am to 6pm, and you can contact us in a variety of ways.
Looking to switch water supplier?
Written by the company
- Switch to Castle Water and save on your fixed water charges
- Switch now to the UK's leading independent water retailer. Visit castlewater.co.uk/switch to get your instant quote.
Contact info
1 Boat Brae, PH10 7BH, Rattray, Blairgowrie, United Kingdom
- 01250 718700
- castlewater.co.uk
4.5
Excellent
27K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Very helpful.Easy to speak to and…
Very helpful.Easy to speak to and understanding of my initial problem. Special mention to Rhys Ferguson for his support. Thanks.
16 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Rhys was very helpful when supporting you with your query.
Kind regards,
Chloe
Top clas support
I was really struggling with the required online forms, but Sarah Byers provided top class help. Rather than just pointing me in the right direction, they filled in the forms on my behalf, asking me the relevant questions one by one and clearly explaining what each one meant. It made a stressful process feel simple and stress free. I Highly recommend!
16 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Sarah provided great service and made resolving your query stress free.
Kind regards,
Chloe
I dealt with an extremely helpful…
I dealt with an extremely helpful advisor Craig McWalter who was able to resolve my query without any issues!
16 July 2026
Unprompted review
Reply from Castle Water
Hi Kelly,
Thank you for leaving us a 5-star review. We are glad to hear that Craig was extremely helpful when resolving your query.
Kind regards,
Chloe
Extremely helpful competent courteous…
Extremely helpful competent courteous customer adviser called Jamie who went out of his way to sort out my query .
Over the years I’ve found Castle Water to be top notch!
16 July 2026
Unprompted review
Reply from Castle Water
Hi Shirley,
Thank you for leaving us a 5-star review. We are very happy to hear that Jamie was extremely helpful and knowledgeable when resolving your query.
Kind regards,
Chloe
Curtis Sutherland was so helpful
Curtis Sutherland was so helpful, he sorted out our iuue and organised a amended bill, which we received in a few days. Thank you Curtis
9 July 2026
Unprompted review
Reply from Castle Water
Hi Alan,
Thank you for leaving us a 5-star review. We are very glad to hear that Curtis was helpful in resolving your query.
Kind regards,
Chloe
Terrible company to deal with.
Terrible company to deal with.
do not pay over the phone as they take double the amount owed and then it is a nightmare to get the money refunded.
No communication & long wait times on the phone.
Harassment phone calls daily.
Worst company I have ever had to deal with.
All staff say different things when you call up.
They do not even check meter readings.
30 January 2026
Unprompted review
Reply from Castle Water
Hello Laura,
Thank you for taking the time to leave us a review and sharing your concerns. In order for us to investigate your account, we have requested some additional information through Trustpilot. Once we have received this we will be in touch.
Kind regards,
Ellis
Joe M listened (or read over chat) my…
Joe M listened to (or read as the interaction was over chat) my query and was able to deal efficiently with the question.
15 July 2026
Unprompted review
Reply from Castle Water
Hello Clare,
Thank you for leaving a positive review. It is great to hear that Joe was very helpful when resolving your query.
Kind regards,
Ellis
I'm sorry reading other reviews i…
I'm sorry reading other reviews i thought i was dealing with a different company ,put' un' in front of most words and it sums up my experience with them ,unhelpful uncooperative ,unfair, uncompromising in fact a bloody nightmare to deal with ,my last bill for 6 month in advance was more than i spent last year ,give us £1400+ upfront on estimated meter readings for water up until october 26 .
Oh and if you don't pay we will fine you and effect your credit score .
NO discussions......I'M OFF but no doubt they will make that awkward.
15 July 2026
Unprompted review
Reply from Castle Water
Clive
Thanks for leaving a review. About 90% of Castle customers are billed monthly in arrears, with most paying by direct debit. There wouldn't normally be any problem moving you to this - you can provide monthly meter reads via the portal (on or around the 25th of the month in order for the read to be used in the next bill), and only be billed for water you know you have used. I'm sending an info request via TrustPilot - if you can confirm your account number and your preferred contact details we'll look into your billing and see what has gone wrong, and contact you to move you to monthly billing.
John
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that you received excellent service from your advisor when resolving your query.
Kind regards,
Chloe
Lysa Cruz was great
15 July 2026
Unprompted review
Reply from Castle Water
Hi Aileen,
Thank you for leaving us a 5-star review. We are pleased to hear that Lysa provided great service when resolving your query.
Kind regards,
Chloe
Perfection
Heather Stevenson was the perfect person to speak with. She listened, wanted to make things right and give a positive experience. If only every employee one needs to connect with was like this! Thank you!
15 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Heather provided a positive experience when resolving your query.
Kind regards,
Chloe
Helpful
Friendly, helpful, patient and cheerful man called William Reid helped me with my payment. Thank you.
10 July 2026
Unprompted review
Reply from Castle Water
Hi Jane,
Thank you for leaving us a 5-star review. We are glad to hear that William was very friendly and helpful when answering your query.
Kind regards,
Chloe
Excellent chat service
I was unable to upload a photo from my computer for the meter reading.
I used the chat box and was able to give the reading and upload the photo.
Great service, thankyou.
14 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided great service when resolving your query.
Kind regards,
Chloe
Michelle Sek is the most helpful agent…
Michelle Sek is the most helpful agent I have dealt with at Castle Water. I have not had a great experience overall with the company and find their processes very complex, but she was very helpful, clear and fast at resolving my query.
14 July 2026
Unprompted review
Reply from Castle Water
Hi Joseph,
Thank you for leaving us a 5-star review. We are very happy to hear that Michelle was clear, quick, and helpful when resolving your query.
Kind regards,
Chloe
Advisor was very helpful and polite
Advisor was very helpful and polite. Sorted out my query there and then. Thank you very much.
14 July 2026
Unprompted review
Reply from Castle Water
Hi Sally,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor was very polite and helpful when resolving your query.
Kind regards,
Chloe
call handler was patient and knowledgeable
13 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor was very patient and knowledgeable when answering your query.
Kind regards,
Chloe
Excellent service by Francesca
13 July 2026
Unprompted review
Reply from Castle Water
Hi John,
Thank you for leaving us a 5-star review. We are happy to hear that Francesca provided excellent service when resolving your query.
Kind regards,
Chloe
Excellent service.
The person to whom I spoke was able to do what I asked.
13 July 2026
Unprompted review
Reply from Castle Water
Hi Keith,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided excellent service when resolving your query.
Kind regards,
Chloe
Helpful
The officer was able to answer my questions and deal with my queries.
1 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor was helpful when resolving your query.
Kind regards,
Chloe
Thomas Mills
Thomas Mills
Was extremely helpful! He was also very pleasant and friendly to talk to. He was very informative and helped me solve the issues I was having in no time. This is exactly what you need when you call the customer service. Thomas Mills made my experience with the customer service team! He was just so unbelievably helpful! He was very polite, understanding and patient with me. We need more Thomas Mills in the world! Thank you so much Thomas I am very grateful for your help and sorting out the issues I was having I feel much more at ease now! Thank you
13 July 2026
Unprompted review
Reply from Castle Water
Hi Maria,
Thank you for leaving us a 5-star review. We are happy to hear that Thomas was extremely pleasant, friendly, and informative when resolving your query.
Kind regards,
Chloe
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