Castle Water is a business water retailer based in the UK, serving thousands of businesses, charities, and public bodies across England and Scotland. The company specializes in providing tailored water supply solutions, offering quick online quotes that can be obtained in as little as three minutes. Customers can easily manage their accounts online, which includes options for bill payments, meter readings, and usage tracking. With a commitment to transparency, Castle Water guarantees no hidden fees in their pricing structure, distinguishing themselves from other retailers in the market. They offer a monthly billing option in arrears, ensuring that clients do not pay their water bills in advance. Additionally, Castle Water is recognized for its expertise in trade effluent services, making the process straightforward for businesses that require specialized support.
Castle Water receives high praise for its customer service, with many reviewers highlighting the helpfulness and professionalism of the staff. Customers frequently mention the polite and efficient assistance provided by representatives like Curtis Sutherland, Mhairi Grant, and Scott, who resolve issues promptly and clearly.
The overall sentiment reflects satisfaction with the service quality, as many appreciate the friendly and knowledgeable approach of the team. However, some consumers express frustration regarding billing practices, particularly concerning late payment fees that they find disproportionate, which has led to significant charges for some small businesses. Despite these concerns, the majority of feedback remains overwhelmingly positive, showcasing Castle Water's commitment to excellent service. Overall, Castle Water is viewed favorably by its customers.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.5 | 100 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Jun 25 | 4.5 | 42 |
| Jul 25 | 4.5 | 58 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 100 most recent reviews.
“Extremely helpful, polite well informed lady answered all my questions very succinctly and resolved my problem”
“As a small farm we were charged a late payment fee disproportionate to the amount owing”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Water Services.
| Company | Overall | Legit | Service | Value | Trend | Reviews |
|---|---|---|---|---|---|---|
 | 4.5 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 2.3 out of 5 (poor) | — | 100 |
| 4.5 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 2.0 out of 5 (poor) | — | 1,000 | |
| 1.5 out of 5 (poor) | 100 out of 100 | 1.8 out of 5 (poor) | — | — | 40 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 2.7 out of 5 (poor) | — | 1,000 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 3.8 out of 5 (good) | — | 999 |
Bottom line: Castle Water is #2 of 5 on overall rating in this group. On value, So Energy scores higher (3.8 vs 2.3).
100 reviews of Castle Water. Filter by what matters to you.
Over a year ago
I spoke to Curtis Sutherland who was very polite and he was easy to understand. He asked for my account number and was able to answer my questions straightaway. I was completely satisfied after my tel... See more
Over a year ago
Chris Friel was my contact. He readily understood my difficulty as our office manager has left and I was trying to clarify my contact with Castle - who we pay by direct debit. He guided my carefully a... See more
Over a year ago
Extremely helpful, polite well informed lady answered all my questions very succinctly and resolved my problem. Such a very cheerful and friendly person. A real asset to your business.
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I spoke to Curtis Sutherland who was very polite and he was easy to understand. He asked for my account number and was able to answer my questions straightaway. I was completely satisfied after my telephone call. Thank you.
Resolved the problem without delay. Mhairi Grant
Chris Friel was my contact. He readily understood my difficulty as our office manager has left and I was trying to clarify my contact with Castle - who we pay by direct debit. He guided my carefully and was patient in solving the problem.
Extremely helpful, polite well informed lady answered all my questions very succinctly and resolved my problem. Such a very cheerful and friendly person. A real asset to your business.
Great service very helpful 👍 Thank you Alfred so helpful and brilliant telephone manner ⭐️⭐️⭐️⭐️⭐️ for Alfred
Very helpful friendly service and a well informed operator who was able to answer all my needs.
As a small farm we were charged a late payment fee disproportionate to the amount owing. Then when we missed the new paper free email reminder we were charged £431 collection fee plus interest on BOTH our home account (personal use) and the farm. For small bills that were a few months late. A phone call would have helped. As busy farmers who live in debt this feels inhumane. The new IT website for all billing is not easy to understand or navigate. Which no doubt has charged Castle Water ££ to install. The heavy handed penalties are a disgrace.
Castle Water Service Desk where very helpful to address a problem with my account. Heather Stevenson was very professional and efficient with a pleasant and caring attitude. Many Thanks PS
Scott was able to answer all my questions constructively and has followed up immediately. Much appreciated
Scott who dealt with our enquiry was very helpful.
Spoke to two people at Castle Water.. I actually can't remember the name of the first lovely lady I spoke to but hopefully you can fish it out from the account details. The second chap I spoke to - Euan Campbell - was very good, quick, knew his stuff, helped me get set up to access invoicing, info on what I need to do, sent through statement of accounts I needed promptly. Phone manner perfect.
Callum from Castle Water was great when we needed to close down our account and transfer to the new owners of the building. Great to have a call centre that's still in the UK.
Scott was helpful, friendly and super fast. Although a brief call - that's exactly what I needed with no jargon and no transferring to several different teams.
Ewan was very professional and helpful on the call.
Fantastic help in switching supplier from Rebecca Hodge from the Ayr Office.
The customer service person was very helpful. The name was Rhys. He answered my questions and also confirmed the date I need to complete the action by
Louisa was helpful in dealing with our query in an efficient manner.
I called Castle Water with a query about if my bill could be changed based on a new meter reading. Heather Stevenson was very helpful and worked on changing my invoice on the system.
Scott was very helpful and his response were very quick!
Moved into a new premises only to find external issues with an unreported leak by the previous tenants and then hit with an outrageous bill. Customer service providing conflicting advice and no one really interested in sorting out the issue. Will be changing provider
Castle Water is a business water retailer based in the UK, serving thousands of businesses, charities, and public bodies across England and Scotland. The company specializes in providing tailored water supply solutions, offering quick online quotes that can be obtained in as little as three minutes. Customers can easily manage their accounts online, which includes options for bill payments, meter readings, and usage tracking. With a commitment to transparency, Castle Water guarantees no hidden fees in their pricing structure, distinguishing themselves from other retailers in the market. They offer a monthly billing option in arrears, ensuring that clients do not pay their water bills in advance. Additionally, Castle Water is recognized for its expertise in trade effluent services, making the process straightforward for businesses that require specialized support.
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