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Our mission to provide quality and trusted water retail services to businesses in England and Scotland with an unwavering commitment to fairness and transparency is as true today as it was when we first launched in 2014.
As we celebrate our 10 year anniversary, we want to thank our customers for choosing and trusting us, our partners for supporting and collaborating with us, and our colleagues at Castle Water for your commitment and valuable contributions.
From defying industry norms by being the only retailer to have its own meter reading team, to leveraging our independence to challenge the Wholesalers more than any other retailer in the market, we continue to live up to the high standards we set ourselves 10 years ago.
In the last 12 months alone, water market operator MOSL confirmed that Castle Water is outperforming other major water retailers on key meter reading tasks. Our 96% success rate in meter reading tasks surpasses all other major retailers, and MOSL’s “Holistic Reporting” score of over 94% also ranked Castle Water above other national retailers.
We’ve built what we believe to be the most accurate billing system in the market. Unlike other retailers, we have invested in an omni-channel customer service system, and a billing platform that can take real time meter readings and apply them to bills.
Our online account management experience is unmatched. We re-launched our customer portal in February 2024 with a raft of new features and improvements.
And we’re not stopping there. Exciting developments in the pipeline include consumption charting to help our customers improve their water efficiency, and online banking options.
Building trust with the local community and helping young people to fulfil their personal ambitions is an important part of our culture.
Our work with local schools and educational programs has helped to ignite the sparks of potential in young people. From promoting creative writing, to easing the transition back into the classroom, to sponsoring team kits and competition trips, we show up for our local schools and community.
We launched our Modern Apprenticeship program in 2018 to provide opportunities for young people aged 18 to 24 to earn as they learn in a full time role. Today, 95% of our Apprentices choose to stay at Castle Water after completing their Apprenticeship. In 2021 we launched our fully-funded Graduate Apprenticeships in partnership with the University of Dundee.
