Castle Water Reviews 

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.

I had a very professional experience with Castle Water. I had an issue with a bill which I was unable to resolve. I was then referred to Jack Dickson, who made the whole experience smooth and transparent, I received regular updates and finally got a satisfied conclusion. I cannot recommend Jack enough, who took the responsibility upon himself to ensure the issue was resolved in a professional and orderly manner with regular updates. Communication was second to none both on the phone and via the portal(email). Thank you to Jack and Castle Water.

I needed to make what I thought were going to be some quite complicated changes to our account, but Leanne dealt with them all cheerfully and without fuss. She made the whole experience completely stress free so a big thank you to her!

Fast and engaging service provided

Carol was spot on with her customer service

Avoid this company!!!!!!!!
Trigger happy to disconnect water without the opportunity to put a payment plan in place.
Then charge a £960 disconnection fee & a further £450 to reconnect.
How cruel, in this heatwave.
Even though we did not receive the original bills.
Rude, unhelpful, condescending & unwilling to help

A utility Company should not act so rash, neither have the power to be so aggressive in particular as a water supplier.

Engage is just as useless. Payment in full or it's a waste of time talking to them.

Chris was knowledgable and polite and able to resolve my problem with ease.