After a long struggle to understand the reason why our direct debit was cancelled the team at Castle Water finally sorted it out with us. It is impossible to explain how complicated it was. Rachel Sha... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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 assis... See more
Company replied
I got a problem with direct debit set up unsuccessfully without knowing that I got fine from Castle water. Luckily Mitchell and Craig McWalter help me sorted out the bills quickly as I reached them. T... See more
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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
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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
Answered the call promptly
Answered the call promptly. a real person, delt with my query and solved the issue.
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 your advisor promptly resolved your query.
Kind regards,
Chloe
I spoke with Thomas Mills and he was…
I spoke with Thomas Mills and he was very friendly and helpful. He answered my questions and dealt with my enquiry in a very efficient and professional manner.
13 July 2026
Unprompted review
Reply from Castle Water
Hello Lawrence,
Thank you for leaving us a 5-star review. It is great to hear that Thomas was very helpful, friendly and professional when resolving your query.
Kind regards,
Ellis
the new chat app is easy to use
the new chat app is easy to use, Lauren has been very helpful and solved my question under 2 minutes.
13 July 2026
Unprompted review
Reply from Castle Water
Hello Rui,
Thank you for leaving us a 5-star review. We are happy to hear that Lauren was very helpful when resolving your query via the live webchat.
Kind regards,
Ellis
Sarah Byers was extremely helpful
Sarah Byers was extremely helpful, looked up the answers to my questions and gave me a website to look at to find out additional information needed for our concerns
thank you Sarah
13 July 2026
Unprompted review
Reply from Castle Water
Hi Dianna,
Thank you for leaving us a 5-star review. We are pleased to hear that Sarah was extremely helpful when resolving your query.
Kind regards,
Ellis
Excellent Customer Service
Excellent Customer Service: Spoke to Lewis with a number of queries I had regarding our account. He handled the whole thing in an excellent and friendly and helpful manner. Then confirmed it all in an email
10 July 2026
Unprompted review
Reply from Castle Water
Hello Marios,
Thank you for leaving us a 5-star review. We are happy to hear that Lewis provided excellent service was helpful and friendly when resolving your query.
Kind regards,
Ellis
Jacksson Vadera from Ayr office was exceptional- thank you
I was very fortunate to be under the care of Jacksson Vadera from the Ary office during my account opening process. I struggle with forms and numbers and he was incredibly patient and went out of his way to be as helpful as he could. He was so professional and courteous. He also was very diligent and picked up errors on my form that were very subtle but significant. Again, he showed great patience and enabled me to fill out the forms correctly. I do find the castle water systems quite clunky to use. I feel the process could have been a lot smoother. If it hadn't been for Jacksson's help I would have taken my business elsewhere. Hopefully now it will all be plain sailing. But I really can't thank Jacksson enough. He is a credit to the company.
10 July 2026
Unprompted review
Reply from Castle Water
Hello,
Thank you for leaving us a 5-star review. We are happy to hear that Jacksson was very professional and helpful when resolving your query.
Kind regards,
Chloe
Spoke to William Read and was very…
Spoke to William Read and was very polite and helpful
10 July 2026
Unprompted review
Reply from Castle Water
Hi Veronica,
Thank you for leaving us a 5-star review. We are glad to hear that William was very polite and helpful when resolving your query.
Kind regards,
Ellis
Kesleigh Clark was so helpful and very…
Kesleigh Clark was so helpful and very professional. My enquiry was dealt with quickly and efficiently. Excellent service
10 July 2026
Unprompted review
Reply from Castle Water
Hello Stuart,
Thank you for leaving us a 5-star review. We are happy to hear that Kesleigh was very helpful, professional and efficient when resolving your query.
Kind regards,
Ellis
Great Service from Robert and situation…
Great Service from Robert and situation resolved quickly
9 July 2026
Unprompted review
Reply from Castle Water
Hi Karen,
Thank you for leaving us a 5-star review. We are pleased to hear that Robert provided great service when resolving your query.
Kind regards,
Ellis
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