Castle Water Reviews 

Received excellent customer support from Connor Neale

William was brilliant and took the time to resolve our query efficiently.

Quick response and resolution. Jacksson from the Ayr office branch resolved our issue very quickly.

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 :)

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

Lewis D was very friendly, understanding and helpful. Lovely tone and a joy to speak to.

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

Not very compassionate, when you have an issue

I had to contact Castle Water today as, unfortunately, we have fallen three months behind with our payments. The outstanding balance was paid yesterday, 30 June 2026, however, we missed the deadline by one day. As a company, we do not currently have the facilities to make immediate payments.
I spoke to Robert this afternoon and asked whether the late payment charges, which were only applied today, could be removed. Robert was very understanding and is reviewing the request.

Tracey Arthur was polite, knowledgeable, and helpful in responding to my questions. On a couple of occasions, she needed to place me on hold, but I prefer that to being given incorrect information. The issue is still not resolved, but I now have the information I need to take it forward.

Kelseigh Clark was very helpful in understanding my frustration.

only given 4* as the problem has yet to be resolved and no contract received from Castle Water after my chat over a week ago - Not call handlers fault
Castle water are awful

Kirsty who took my call, listened carefully to my call and request and helped our registered Charity to solve the problem. Really pleased with the outcome and support provided. Thank you Kirsty for your exceptional listening skills and willingness to help.

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.