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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Craig McWalter was very efficient and…
Craig McWalter was very efficient and polite. Sorted my problem immediately
23 June 2026
Unprompted review
Reply from Castle Water
Hello Bracey,
Thank you for leaving us a 5-star review. We are glad to hear that Craig was very efficient and polite when resolving your query.
Kind regards,
Ellis
Great Service
The call handler was really good — friendly, patient, and very helpful. They dealt with my issue quickly and made the whole call easy and stress-free. Great customer service
23 June 2026
Unprompted review
Reply from Castle Water
Hi Tanya,
Thank you for leaving us a 5-star review. We are pleased to hear that your advisor was very helpful, friendly and patient when resolving your query.
Kind regards,
Ellis
quick service no waiting on the phone
23 June 2026
Unprompted review
Reply from Castle Water
Hi Oliver,
Thank you for leaving us a 5-star review. It is great to hear that you did not have to wait on the phone and your query was resolved quickly.
Kind regards,
Ellis
Customer Service Experience.
Customer Service Experience.
I wanna give 5 stars to Michelle Sek for helping and personally taking care of a opened case that needed to be solved.
Thanks!
23 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that Michelle was very helpful when resolving your query.
Kind regards,
Ellis
Christopher Milligan was very helpful.
Christopher Milligan was very helpful.
What was not good was being held on line for a very long time before I got to speak to anyone.
23 June 2026
Unprompted review
Reply from Castle Water
Hello Leonie,
Thank you for leavings us a positive review. We are glad to hear that Christopher was very helpful when answering your query. We strive to keep wait times as brief as possible and appreciate your feedback.
If you have further concerns regarding your account, please do not hesitate to contact us via the portal or using our live webchat.
Kind regards,
Ellis
agent was very helpful,
agent was very helpful,, thank you for sorting my issue!
23 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that your advisor was very helpful when resolving your query.
Kind regards,
Ellis
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided good service and was very helpful when resolving your query.
Kind regards,
Ellis
I contacted Castle Water and after…
I contacted Castle Water and after waiting over 20 minutes I got Mr. Ferguson to answer. He was very helpful and professional I wish that the Company would have been as good as him ! I send letters in the past and never got a reply🙈
22 June 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 and professional 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
Chris Campbell
The Advisor, Chris Campbell was very helpful and resolved my issue.
22 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. It is great to hear that Chris was very helpful when resolving your query.
Kind regards,
Ellis
Craig Dunbar is a Star
Craig Dunbar is an asset to this company, what a gentleman, he went far beyond my expectations and delivered the result that looked very difficult 6 months ago when we first found about some underground leakage in our property. Thank you Craig, Castlewater and Affinity water for your amazing services.
16 June 2026
Unprompted review
Reply from Castle Water
Hello Aj,
Thank you for leaving us a 5-star review. We are happy to hear that Craig was very helpful when resolving your query.
Kind regards,
Ellis
Good customer service and sorted my…
Good customer service and sorted my issue out
17 June 2026
Unprompted review
Reply from Castle Water
Hello Linda,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided good service when resolving your query.
Kind regards,
Ellis
Having had a query with my water bill
Having had a query with my water bill, showing the wrong postcode and the wrong address, I spoke to Curtis, who was the only one who I have dealt with on this issue, took the time to sort this problem out. Others who I have contacted in the past said , you will have to pay the bill then try and claim it back!!.
17 June 2026
Unprompted review
Reply from Castle Water
Hello Malcolm,
Thank you for leaving us a 5-star review. It is great to hear that Curtis was very helpful when resolving your query.
Kind regards,
Ellis
Francesca cafolw
Francesca cafolla was extremely helpful and dealt with my enquiry very prompt and professional. Thank you
18 June 2026
Unprompted review
Reply from Castle Water
Hi Ash,
Thank you for leaving us a 5-star review. We are pleased to hear that Francesca was extremely helpful, prompt and professional when resolving your query.
Kind regards,
Ellis
Talking to a human being was good
Talking to a human being was good - by that I don’t mean AI, I mean someone who talks rather than reads from a card - Chris Mulligan was his name, good personality, saw both sides of the situation - smashing bloke.
18 June 2026
Unprompted review
Reply from Castle Water
Hello Tony,
Thank you for leaving us a 5-star review. We are happy to hear that Chris provided good service when resolving your query.
Kind regards,
Ellis
Bad situation made better with EXCELLENT customer service!
What had the potential to be a very unpleasant call actually turned into an incredible demonstration of outstanding customer service from Jade Bourne. Jade was able to assist in EVERY question I had, gave excellent information and was able to help us get to a point where the issues we're facing are being fully investigated and I'm confident that our issue will reach a suitable solution. Jade's calls should be used as teaching material for what EXCELLENT customer service looks and sounds like.
17 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are pleased to hear that Jade provided excellent service and answered all your questions with confidence to reach a solution to your query.
Kind regards,
Ellis
Thomas was 10/10
Thomas was 10/10. He was very helpful by quickly sorting my query
17 June 2026
Unprompted review
Reply from Castle Water
Hi Nicola,
Thank you for leaving us a 5-star review. We are happy to hear that Thomas was very helpful and efficient when resolving your query.
Kind regards,
Ellis
I needed to organise payment details…
I needed to organise payment details for my accounts.I spoke with Robert young who was helpful,informative and courteous . All in all a excellent service with the outcome I needed.
17 June 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are glad to hear that Robert was very helpful, informative and courteous when resolving your query.
Kind regards,
Ellis
Thank you Thomas Mills for your…
Thank you Thomas Mills for your patience and helping with my questions.
17 June 2026
Unprompted review
Reply from Castle Water
Hi Edith,
Thank you for leaving us a 5-star review. We are pleased to hear that Thomas was patient when answering your queries.
Kind regards,
Ellis
Excellent professional service.
17 June 2026
Unprompted review
Reply from Castle Water
Hi Philip,
Thank you for leaving us a 5-star review. We are happy to hear that your advisor provided excellent and professional service when resolving your query.
Kind regards,
Ellis
Delightful Thomas Mills
I spoke with Thomas Mills who was very helpful and delightful to speak to. He sorted out the issue and followed up with confirmation emails and a phone call.
17 June 2026
Unprompted review
Reply from Castle Water
Hello Richard,
Thank you for leaving us a 5-star review. It is great to hear that Thomas was very helpful and delightful when resolving your query.
Kind regards,
Ellis
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