Castle Water Reviews 

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

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.

Spoke to William Read and was very polite and helpful

Kesleigh Clark was so helpful and very professional. My enquiry was dealt with quickly and efficiently. Excellent service

Great Service from Robert and situation resolved quickly

initial experience not great , although we were dealing with my debt there was very off handish communication and huge charges . Finally someone who listens Josh Sturrock listened to my concern and actually arranged a refund of what i considered grossly expensive and unfair charges , Thankyou Josh You would have got a 5star if it was just you

I spoke to Robert - I was closing the account as we have just sold the property.
Robert took my final meter reading and advised me of the balance on our account, which was the reason for my call.

Spoke to William Reid who helped with our issue of a high bill and sent me relevant forms to assist in sorting out a sewerage issue

I spoke to Heather who was most helpful and gave me everything I needed in today's call.

Carole Logan was brilliant today, finally got this issue resolved with Castle Water/Thames Water, she was thorough and got the job done! Well done Carole.

Robert was extremely helpful, friendly and polite.

Great service today from Castle Water. Called and got to talk to a human quickly (that alone is five stars). Christopher Milligan was polite, helpful and very speedy sending me the information required. Thank you for your assistance today, CM. :)

Our Leak allowance claim was very complicated but after a detailed application it was successful which I don't think would have been the case without the support form Castle Waters staff with Rebecca Dewar helping with what was required for the application and then keeping us informed during the process.
The whole process took from October 2025 until June 2026

Jamie Hulme gave me simple to understand sympathetic and useful help and advice He cleared up a problem completely for me I send my recommendation
Yours Susan Birdh

After a few emails and a telephone confrontation with a previous customer services agent who obviously did not know what she was doing another agent named Mhaini Grant has looked at our case and converted a £908 debt and threat of disconnection into a £193 credit. Great job Mhaini shame some of your fellow service agents are not as knowledgable as you

We've been getting calls from some-one saying they are Castle Water, so I thought I'd phone and check, definitely not from Castle Water. Thankyou William Reid for checking for me, and suggesting "who called me" as the number comes up as negative, and from a Telephone Holdings company

Joe Murtagh......
Only because of Joe's tenacity, patience and for the fact he kept on the chat - did I not throw the towel in and give up!

EXCELLENT customer service

Remember to share the dividend with our workers and not just with your shareholders!

What a helpful member of staff. Dreaded dealing with the chat bot but was put through to a member of staff who was incredibly helpful and really understood my problem and what I wanted to achieve. Walked my through it, answered further questions and I left feeling a great sense of relief. Thank you Joe Murtagh for all the assistance

Brilliant service from Carole at Castle Water today, solved my problem quickly and very professionally, she’s an asset to their team!

Actually spoke to a brilliant person who sorted everything out