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Some customers will shortly receive a small refund in their next bills, says Castle Water CEO John Reynolds:
“Ofwat has drawn to our attention an error in Castle Water’s interpretation of the price control provisions in a code (the ‘Retail Exit Code’) affecting a small number of customers. Ofwat’s view is that this has resulted in Castle’s charges to some medium-sized customers being slightly higher than the code allows. Castle apologises to any customers affected by the error, and will correct swiftly any discrepancy in those bills.”
The error affects fewer than one in ten of Castle’s customers. The refund is no more than £17 for the majority of those customers. This compares with their current average annual bill of c. £5,450 (or £454 per month).
Castle expects most adjustments to result in a small reduction to those customers’ next bills, which will be automatically adjusted.
In addition, Castle will review its internal processes and practices to ensure customers are charged correctly.
