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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
⭐️⭐️⭐️⭐️⭐️📞☺️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
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Helpful and easy to deal with
7 July 2026
Unprompted review
Reply from Castle Water
Hello Alex,
Thank you for leaving us a 5-star review. We are glad to hear that your advisor was helpful when resolving your query.
Kind regards,
Ellis
Very helpful person who was ready to…
Shelby Bowerman is a very helpful person who was ready to give advice and had an understanding of the situation.
7 July 2026
Unprompted review
Reply from Castle Water
Hello Mrs Woods,
Thank you for leaving us a 5-star review. We are pleased to hear that Shelby was very helpful and understanding when resolving your query.
Kind regards,
Ellis
Disgusting company
Where do I begin? Huge bill appears out of nowhere despite the fact I am already paid up to date with Southern Water and have been since 2018.
All started in February and still ongoing. Bill gone up by £1000 because I am not paying for my water twice!
Incredibly rude on the phone, closed my case when they deemed it ready to close even though nothing is resolved. Lied about having correspondence with Southern Water. Caused me sleepless nights and no end of stress and still they continue to send huge bills.
Horrible company who dont care about you at all - I never even entered a contract with them as am very happy with Southern Water. They appeared completely out of no where. AVOID AT ALL COSTS!!!!!!!
30 June 2026
Unprompted review
Reply from Castle Water
Miss Annie
Thank you for leaving a review. I've sent a request via TrustPilot for more information - if you can give your account number I'll be able to look into this and check why your bills have increased.
John
William Reid was great at handling my…
William Reid was great at handling my issues and resolved the case quickly and efficiently.
6 July 2026
Unprompted review
Reply from Castle Water
Hello Norman,
Thank you for leaving us a 5-star review. We are happy to hear that William provided great service when efficiently resolving your query.
Kind regards,
Ellis
Excellent service
Excellent service from Leanne at castle water.
She was polite, helpful and checked that the information she gave me was correct.
Thankyou Leanne.
6 July 2026
Unprompted review
Reply from Castle Water
Hello Jill,
Thank you for leaving us a 5-star review. We are glad to hear that Leanne was very helpful, polite and well informed when resolving your query.
Kind regards,
Ellis
My call was handled impeccably by Lewis…
My call was handled impeccably by Lewis Dorward who sorted out the issues I'd had with my account in a very pleasant and efficient manner. Thanks Lewis
6 July 2026
Unprompted review
Reply from Castle Water
Hi Mark,
Thank you for leaving us a 5-star review. We are pleased to hear that Lewis was very efficient when resolving your query.
Kind regards,
Ellis
Very helpful and all solutions and…
Very helpful and all solutions and answers provided with ease
6 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 helpful when resolving your query.
Kind regards,
Ellis
Castle Water - Toxic Profit Culture
Castle Water operate a toxic culture designed for maximum profit at the expense of their customers. They bill based on inflated estimated readings, even though they have access to actual visual readings. Their customer services approach is one of deflection rather than transparency. In many years in business I have not come across a business with such shady practice and disregard for the law, regulations and customers
6 July 2026
Unprompted review
Reply from Castle Water
Richard
I'm very concerned about your experience, as we do everything we can to produce accurate bills based on actual meter readings. I've sent an info request via TrustPilot - if you can reply with your account number I'll look into this as a matter of urgency.
John
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.