Skip to content
Castle Water, the UK’s leading independent business water retailer, is this week celebrating review number 20,000 on Trustpilot.
Castle Water’s customers have collectively rated its service as ‘Excellent’ with a 4.5 TrustScore and 16,067 5-star reviews. As Castle Water celebrates this hallmarking of trust, the business water company remains steadfast in its commitment to delivering innovative, honest, and customer-focused services.
A hallmark of trust
Castle Water values the trust of its customers and their insightful feedback.
John Reynolds, CEO of Castle Water, emphasised the value of customer perspective in shaping the company’s services, saying, “At Castle Water, we put the needs of our customers first, and this milestone is a reflection of the confidence our customers have in us. We listen to customer feedback to gain a greater understanding of what our customer’s need and the challenges they face, and with that insight we enhance our services to make their working lives easier and cheaper water bills more attainable. We’re switching on even more online self-service options so our customers can get answers and complete tasks with us quicker than ever before. We continue to challenge the market in areas we feel businesses are being unfairly served. We’re grateful to all our customers for their continued support, valuable input, and are committed to maintaining the highest standards of service in everything we do.”
Fairer pricing and transparency
Castle Water ensures customer integrity and the right to a fair and transparent contract free of hidden charges. A recent market update from the Consumer Council for Water (CCW) validated that Castle Water offers fairer prices, after five other retailers were exposed for over-charging their customers for 3 years running. Castle Water offers its customers fair, transparent charging at all stages of the customer journey. From instant online quotes to bills, Castle Water ensures all customers can understand the unit rates being charged. These rates are updated annually in line with regulatory requirements.
Castle Water also extends sincere gratitude to its entire team, notably the exceptional dedication of its Customer Service Advisors, for delivering unparalleled service.
A dedicated team
John expressed his appreciation, saying, “Hitting 20,000 Trustpilot reviews is a testament to the hard work and dedication of the entire team at Castle Water, our incredible Customer Service departments and advisors, and not forgetting our brilliant field team of meter readers. Their commitment to excellence is the driving force behind our success.”
Outperforming the competition
Water market operator MOSL recently confirmed that Castle Water outperforms other major water retailers on key meter reading tasks, with a remarkable 96% success rate year-to-date. Furthermore, MOSL’s “Holistic Reporting” ranks Castle Water above other major national business water retailers with a score of over 94%, a noteworthy achievement considering logistical complexities.
Revolutionising industry standards
An industry-leader, Castle Water has more 5-star reviews than all its competitors combined. Rated ‘Excellent’, an impressive 90% of Castle Water’s total reviews on Trustpilot are 4 and 5-star ratings. This overwhelming majority of positive reviews showcases the consistent delivery of exceptional service and reflects Castle Water’s commitment to revolutionising industry standards.
