Castle Water Reviews

Name: Castle Water
Rating: 1.06

1.1 Rating 267 Reviews

1 %

of reviewers recommend Castle Water

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1.1

Based on 267 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1 out of 5

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Castle Water 1 star review on 6th September 2025

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Castle Water 1 star review on 24th July 2025

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Castle Water 4 star review on 12th June 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was equally upset, annoyed and relieved thread these reviews. We moved house to a farm and 'inherited' castle water. we noticed an immediate leak which we arranged to have fixed and paid the first bill without issue as we didn't know history. The leak was not fixed and started again. Again I arranged th local water company to fix but it took some time and I was nt hap with our next bill. So I queried it ands asked to fill in a leak allowance form, which I did and which I returned. I was assured that whilst this was being investigated our bill was on hold. Despite this I received a demand for money 2 weeks later, but no response to my leak allowance query. I then received another threatening letter so despite no resolution on the issue I paid the £180. I did email Castle to explain that I only paid to stop the letters and still didn't agree with the bill. I received an email to give me advice contrary to what I had previously received and told that they had acknowledged and accepted my payment. However, one week later I received a 'notice of intended further action' !!! Unbelievable and the bill, which I don't think I should even have ;paid had been paid in full. Where does this company get off in not communicating between departments and threatening their customers??? It is interesting because my father in law who recently Brought a pub for renovation also received threatening letters addressed to the previous owner and he emailed customer services to explain that he was the new owner and the pub had been vacant since he purchased it and that all demands should stop and 3 weeks ago he received a letter from bailiffs !!! I agree with other reviews the worst company I have ever had the misfortune to deal with. I never write reviews, I have 4 children and lots of animals and frankly I don't have time but I am just so exasperated with Castle Water that I had to get it off my chest and warn other customers...”

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Posted 5 years ago

“We've been trying to set up an account with Castle Water (the only provider available to us) for 10 months. I have wasted so many hours on the phone to them, sending emails, filling out forms and we still don't even have an account number. The recorded messages direct me to an online chat service that doesn't work, or suggest sending emails which I have never received an answer to, the only way to get a response is on the phone but I have spoken to countless customer services advisors, every single one promises to 'escalate' things and then I hear nothing and have to chase again. It is soooo frustrating. i cannot believe a company this appalling is still in business.”

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Posted 5 years ago

“I have just changed from Castle Water best thing i have ever done. Kept sending conflicting bills, charging for water i had not had , sending debt collector letters when bill had been paid in full list of problems to long to write. All these other bad reviews cant all be wrong.”

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Posted 5 years ago

“Do not use this company or they will take money from your account and avoid trying to sort it out. Rude , arrogant, zero customer service, Avoid at all costs”

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Posted 5 years ago

“This is one of the worst companies I have ever had to deal with in 25 years of business. Disorganised, rude, unhelpful and nasty. AVOID.”

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Posted 5 years ago

“Worse company ever 2 years ago told my account was deactivated and we are still be charged up to now for premises we left 2 years ago . Dreadful customer service and just lie all the time.”

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Posted 5 years ago

“We had a monthly direct debit which they stopped collecting. We had plenty of money in our bank account and the direct debit is still active - but the money just wasn't taken. Then we got a threatening letter, saying that they were involving a debt collection agency, in the same envelope as they said they would take payment for the rest of the year by direct debit. No response to my subsequent correspondence to them. Worst customer service I have ever encountered in business. In process of changing supplier.”

Helpful Report

Posted 5 years ago

“The most useless, incompetent, and unprofessional company that we have ever had to, unfortunately, have to deal with. We have a wrongly invoiced and billed for over 11k in JANUARY. The actually used amount was more 200-300 GBP. We have spoken to almost every single customer service advisor (Mark K, Sam K, Lynne C, Kat C, Sam S, Mohammed, Hassen K......) and to date even though they have admitted they have made an error and falsely charging us for 3000 units of water WE DID NOT USE, we have received yet another threatening letter of further action and penalties THIS MORNING! This is mentally tormenting creating unnecessary distress and harassment. One star is one star too many !!”

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Posted 5 years ago

“After about a dozen emails, many chats on the phone after waiting 30 minutes plus each time I had been promised they would sort out my invoice. But no, they still have not. I received a letter chasing payment within 14 days. I decided to pay this and continue trying to get my invoice sorted. I paid within the 14 days of their letter. But also with the 14 days they imposed interest and a £40.00 late payment fine. Their on line chat is a total waste of time, you fill in all the questions and then it says busy or times out. They definitely are the worst company that after 40 years in business I have ever had the misfortune to deal with.”

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Posted 5 years ago

“Quite possibly the worst experience I have had dealing with any company in 38 years in business. They are incompetent, intransigent, unhelpful and simply do not listen. When they are proven wrong no apology or compensation is forthcoming. A truly dreadful company. Avoid at all cost.”

Helpful Report

Posted 5 years ago

“This is awful customer service, no one ever get back to you, all they do is keep sending bills when you have an issue to sort out”

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Posted 5 years ago

“Absolutly awful customer service. Send me an estimated bill for £3200 and when I say its waaayyy too high they need to come get the meter read, they say they cant send engineers out due to Covid (even tho meter is outside in the footpath) and I have to pay it ontime or incurr penalty charges!! No help, no give just a scripted unreasonable response!”

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Posted 5 years ago

“They are the Pitts! all the comments are exactly the same as I experienced, I managed to rid myself of them in 2017 and went with everflow water no problem and a quarter of the price and have no problem with them. I have just had a bill from Castle water July 2020 for £3.97 + interest of 4pence, when I moved from them I had over paid £19.86 for the same period in 2017 wrote to them and no reply just another bill. I have a collection of email's automated responses and no email reply's over the unfortunate time I was with them. Avoid them!!”

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Posted 5 years ago

“They billed us for water when we hadn’t opened an account with them ( business). They were quite aggressive asking for payment. I tried to change suppliers and they blocked the change until I had payed them monies I wasn’t even sure we owed. A year plus later they billed us more with no explanation. I wrote to them / phoned them to say I didn’t owe them money. No response to the letter and the rep on the phone couldn’t help me because there was no account number on the letter. They then started threatening legal action (miraculously an account number started appearing on the letters) I paid them money I don’t owe to get rid of them once and for all. Awful, awful company”

Helpful Report

Posted 5 years ago

“Had my account taken over by them in July 2018. received one bill for advanced charges which was paid promptly. An invoice with an incorrect reading was never sent in March 19 and that reading was used as the basis for an estimated reading for the March 20 bill. This resulted in an voice for approximately 3 times what it should be. castle water are intransigent on the 'phone, take 10 days (if you are lucky) to respond to emails but are quick to tell you what they can't do and seem unable to tell you what they can. I have now reported them to Ofwat. Avoid this company at all costs, quite possibly the most incompetent and unhelpful business I have ever had the misfortune to deal with.”

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Posted 5 years ago

“Kaffkaesque company, it seems. Have just spent 40+ minutes unanswered on the phone to their customer service on a Tuesday afternoon. I wanted to clarify 2 conflicting bills, one of which I understood I'd paid by direct debit already. Confirmed my impression of a company that is hopelessly understaffed - and so many people out of work. P.D.Walsh”

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Posted 5 years ago

“Unable to receive a response to my letters. I am a domestic customer but appear to be paying Castle Water. What for ? My water and sewage is provided by South East water.”

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Posted 5 years ago

“Worst company ive come across, ask them to sort out accounts quite a few times they never did, then they send threatening letters, speak to them again and woman said someone will be in touch , still nothing, today i get letter saying now passed to debt recovery and will be charging interest and late payment costs, i cannot pay as the company is different name to what is on invoice. The 2 different people i spoke to were initailly Carol then Scott”

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Posted 6 years ago

“Appalling customer service and infuriating and infathomable billing system. Calls are never returned, systems not updated. It’s mind boggling how this company is still operating.”

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Posted 7 years ago

“Very poor response from customer support, billed me for a meter which doesnt exist and when questioned was told the meter has in fact been removed - but by whom! They just pass the buck back and forth between Thames water and themselves.”

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Posted 7 years ago

Castle Water is rated 1.1 based on 267 reviews