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The quickest way to set up a Direct Debit on your account is via our customer portal. If you are not the account holder or if you are not the only person required to authorise debits, you will need to complete a paper mandate.
We’ll work out how much you’ll need to pay each month based on how much water you’re likely to use. At times, you’ll be in credit or debit. But we’ll review your payments each year to make sure you’re paying the right amount and let you know if your payments need to change.
If you don’t already have a login, it’s quick and easy to register.
Make sure you have your bank details and an up-to-date invoice to hand, and also ensure you are logged in to access the form.
If you are not the account holder and require a Direct Debit to be setup, or if you are not the only person required to authorise debits, you will need to complete a paper mandate.
Customers in England should send the completed mandate by email to payments@castlewater.co.uk or by post to Castle Water Limited, 1 Boat Brae, Blairgowrie, Perthshire, PH10 7BH.
Customers in Scotland should send the completed mandate by email to customersupport@castlewater.co.uk or by post to Castle Water Limited, Lismore House, 32 Miller Road, Ayr, Scotland, KA7 2AY.
When you choose to pay by monthly Direct Debit you avoid paying a lump sum twice each year. We calculate your bills and check your account every six months to make sure you are paying the right amount.
If you are on course to build up a credit balance, we will reduce your monthly payments; and if you are on course to build up a debit balance, we will increase your monthly payments to make sure you don’t have to pay a lump sum at a later date. We will always write to you to give 10 working days’ notice before your monthly payments change.
If your account is in credit when we issue your new bill, we’ll first calculate your new account balance, then we use your new account balance to calculate your monthly Direct Debit payment.
If you want to cancel your Direct Debit, simply take a meter reading and contact us. We’ll use your reading to update your account. We’ll also discuss how you’d like to pay your bills in future. If you’ve got a debit balance on your account but you don’t want to set up a payment plan, you’ll need to pay the balance in full.
If you’re changing to another supplier, you can cancel your Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. We’ll refund any credit back to you or take a one-off payment for the balance when you get your final bill.