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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I needed to change my email address
I needed to change my email address. Castle Water answered the phone quickly and Thomas Miles was very helpful in resolving the issue.
3 July 2026
Unprompted review
Reply from Castle Water
Hi John,
Thank you for leaving us a review. We are pleased to hear that Thomas was very helpful when resolving your query.
Kind regards,
Ellis
Reply from Castle Water
Hi Nicholas,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was thoughtful, helpful, and prompt when resolving your query.
Kind regards,
Ellis
Carole really helped resolve an invoice…
Carol really helped resolve an invoice issue. Star performer. Thank you.
3 July 2026
Unprompted review
Reply from Castle Water
Hello Steve,
Thank you for leaving us a 5-star review. We are glad to hear that Carol was helpful when resolving your query.
Kind regards,
Ellis
Very good communication skills and very…
Very good communication skills and very good customer support
3 July 2026
Unprompted review
Reply from Castle Water
Hello Suela,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided very good communication and support when resolving your query.
Kind regards,
Ellis
Castle water mskes everything very…
Castle water mskes everything very easy.
Thomas was very professional and prompt.
Thank you so much
3 July 2026
Unprompted review
Reply from Castle Water
Hello Ayhan,
Thank you for leaving us a 5-star review. We are pleased to hear that Thomas was very professional and prompt when resolving your query.
Kind regards,
Ellis
Our company received out of the blue…
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.
17 June 2026
Unprompted review
Reply from Castle Water
Hi Jacqueline,
Thank you for leaving us a review. We are happy to hear that Sarah was very helpful when resolving your query. If you have any further question please do not hesitate to contact us via the portal or using our live webchat.
Kind regards,
Ellis
Very helpful on-line chat with Connor
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
3 July 2026
Unprompted review
Reply from Castle Water
Hi Renee,
Thank you for leaving us a 5-star review. We are glad to hear that Connor was very helpful and prompt when resolving your query on the live chat.
Kind regards,
Ellis
Thomas was very helpful and friendly…
Thomas was very helpful and friendly and managed to sort my request quickly and efficiently
3 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Thomas was very helpful and friendly when efficiently resolving your query.
Kind regards,
Ellis
Sarah Byers
Sarah Byers dealt with my query very quickly when I contacted support.
3 July 2026
Unprompted review
Reply from Castle Water
Hello Simon,
Thank you for leaving us a 5-star review. We are glad to hear that Sarah was provided very quick support when resolving your query.
Kind regards,
Ellis
Sarah Byers was very good and very…
Sarah Byers was very good and very efficient.
3 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that Sarah provided very good service and was very efficient when resolving your query.
Kind regards,
Ellis
It was a pleasure to talk to Deborah…
It was a pleasure to talk to Deborah Ebikwo.
3 July 2026
Unprompted review
Reply from Castle Water
Hello Lee,
Thank you for leaving us a 5-star review. We are glad to hear that Deborah was a pleasure to talk to when resolving your query.
Kind regards,
Ellis
My experience with Castle customer…
My experience with Castle customer services was very profestional & Thomas was extremely helpful in dealing with & concluding my issue.
3 July 2026
Unprompted review
Reply from Castle Water
Hello Simon,
Thank you for leaving us a 5-star review. We are happy to hear that Thomas was extremely helpful and professional when resolving your query.
Kind regards,
Ellis
Received excellent customer support…
Received excellent customer support from Connor Neale
2 July 2026
Unprompted review
Reply from Castle Water
Hello Emily,
Thank you for leaving us a 5-star review. We are pleased to hear that Connor provided excellent service when resolving your query.
Kind regards,
Ellis
William was brilliant and took the time…
William was brilliant and took the time to resolve our query efficiently.
2 July 2026
Unprompted review
Reply from Castle Water
Hi Paul,
Thank you for leaving us a 5-star review. We are glad to hear that William provided brilliant service and was efficient when resolving your query.
Kind regards,
Ellis
Quick response and resolution
Quick response and resolution. Jacksson from the Ayr office branch resolved our issue very quickly.
2 July 2026
Unprompted review
Reply from Castle Water
Hello Toni,
Thank you for leaving us a 5-star review. We are happy to hear that Jacksson was very efficient when resolving your query.
Kind regards,
Ellis
Aged query not resolved
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 :)
2 July 2026
Unprompted review
Reply from Castle Water
Hello Cathryn,
Thank you for your positive review. It’s great to hear that Christopher reviewed your query in depth to ensure you had the most up to date information. If you have any further question, please do not hesitate to contact us for an update on your account.
Kind regards,
Ellis
I spoke to William at Castle Water this…
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
1 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that William was very professional, friendly and patient when ensuring your query would be resolved.
Kind regards,
Ellis
Lewis D was very friendly
Lewis D was very friendly, understanding and helpful. Lovely tone and a joy to speak to.
2 July 2026
Unprompted review
Reply from Castle Water
Hi Lexi,
Thank you for leaving us a 5-star review. We are happy to hear that Lewis was very friendly, helpful and understanding when resolving your query.
Kind regards,
Ellis
Excellent service again today from…
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
2 July 2026
Unprompted review
Reply from Castle Water
Hi Sarah,
Thank you for leaving us a 5-star review. We are happy to hear that Jamie provided excellent service was very helpful and polite when resolving your query.
Kind regards,
Ellis
Reply from Castle Water
Hello Kim,
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
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