1. Switch Today
and start saving
Lower prices
without compromising customer service
Licensed by the Water Industry Commission for Scotland
to provide water services in Scotland
Registered company number SC475 583
www.castlewater.co.uk

2. Account Managers
For larger and more complex customers, we can offer dedicated Account Managers, who as well as
offering you a competitive deal, can work with you to help ensure you are managing your water usage
efficiently.
If you have switched on line, you can still talk to one of our Account Managers about your water usage
and bills. Contact us at info@castlewater.co.uk and we will arrange for an Account Manager to call or
visit you.
We know that our customers want to
keep their costs down, but still have
good customer service.
We aim to be the most competitive supplier of
waterservicesinScotland,withoutcompromising
on service.
I am always keen to know your feedback if there’s
anything that stands out about our service, and
want to continuously improve how we do things.
You can email me on ceo@castlewater.co.uk or
call us and ask to speak to me – I am always
happy to talk to our customers.
John Reynolds CEO
About Castle Water
Castle Water is a Licensed Provider of water and
waste services in Scotland, and from 2017 will provide
water services throughout the UK. Castle Water was
formed in order to provide an alternative to the choice
between using the retailing subsidiaries of big water
companies, and small independents. We are able
to service the requirements of the largest national
organisations with complex multi-site requirements,
to standalone small businesses.
We want to offer the lowest prices and the best
service. We keep our business efficient, so we can
offer you the lowest possible prices.
We don’t outsource customer service or make you
talk to a machine. All our customer services are
operated in-house and located in Scotland, and we
are a Scottish company.
What our customers say
“I appreciate your professionalism and amazing
customer service. I like what you are doing and
the way you are doing it”
“Thank you for your time and help, it is such a
nice change to get excellent customer service.”
“We are delighted to be switching to Castle Water
as our water supplier due to their competitive
rates and fantastic direct customer service”
“switching was easy, and the savings are real and
worthwhile”
“Having completed a comparison of current rates,
the annual standing charges, waste water and
road drainage charges are all very favourable”
www.castlewater.co.uk

3. How to Switch
In Scotland, business customers have been able to choose their water supplier since 2008 (England
& Wales are due to catch up in 2017). Scottish Water continues to supply the water, the water quality
does not change, and there are no changes to pipes, meters or connections.
To see how much you can save by switching to Castle Water, go to www.castlewater.co.uk and hit the
fastquote button. You can switch in a few simple steps.
If you have a previous water bill, you can enter the SPID (the reference number for your supply) and
usage details, and we will be able to give you a detailed estimate of your annual and monthly charges,
as well as showing you the tariff on which your charges are based.
Don’t worry if you don’t have details of your water bill, you can still get a firm quote of our charges in
the form of a detailed tariff, and can be confident of the discount it will give you against the industry
default tariffs.
Payment Terms and Billing
The lowest cost way to collect payments
is through direct debit, and we operate
monthly direct debit for customers on
contracts with us. Once you have accepted
our quote, we will send you a direct debit
form to complete.
Choose Your Own Contract Length
Castle Water offers a 36 month contract as
standard – we believe this offers stability,
without being a constraint on businesses.
However, we know that this isn’t right for all
customers. With prices set until 2021, we
can offer contracts for any period up until
April 2021.
If you are vacating premises, you can give us
14 days notice and we will end your contract
when you leave. So, if you are unsure how
long you will stay in your premises, you can
still save on your water charges now, without
worrying about termination payments if
you decide to move.
For multi-site customers, we can help
manage your water bills across a property
portfolio where you may change sites during
the course of your water supply contract,
including managing new connections and
disconnections for you.
For customers with multiple sites, or complex
requirements, contact us to arrange for one
of our Account Managers to visit you, and we
can tailor a quote to suit your business needs.
We can offer additional discounts for customers paying in advance, normally annually or six-monthly.
This can be an attractive option for businesses with predictably high cashflows at certain times of the
year. If you are interested, please contact us.
For multi-site customers, you are able to choose how you want your sites billed, whether separate or
aggregated, and we can tailor management information packages for you. For large sites, we will install
automatic meter reading equipment free of charge. Please contact us for details.
www.castlewater.co.uk

4. New Connections and Site Works
You do not need to choose between saving on the
cost of a new connections and saving on your water
bill. You can save on the cost of new connections
and your water bill at the same time, by appointing
Castle Water to manage your new supply. We can
handle all aspects of liaison with Scottish Water to
install a new supply on your behalf.
We believe that in probably all cases our charges
for a new connection will give significant savings,
especially when combined with our low tariffs.
In addition, Castle Water is licensed to use accredited
entities other than Scottish Water, which in some
cases can offer significant savings, especially for
multi-utility connections on large sites.
Castle Water is also able to source specialist
contractors to carry out site works to your
specifications.
The Small Print
We believe that customers should be able to see how their bills are calculated, and be able check their accuracy.
This is why we show on our quotes the individual elements of bills, even though at first sight this can look overly
complex.
Our standard terms and conditions can be found on our website. They are designed to be fair to both parties. We
are always happy to discuss T&Cs to make sure you understand and are happy with them before you accept our
quote. Our T&Cs may occasionally be updated, to take account of any changes in regulatory requirements. If this
happens, we will notify you and explain any changes. If you would like an additional printed copy at any time, please
contact us and we will be happy to send you one.
Affinity Partnership with NFU Scotland
Thought to be the first water sector affinity partnership, NFUS has agreed a unique and exclusive
affinity deal offering substantial savings on water bills through Castle Water. Castle Water offers
NFUS members a group discount with a 3 year contract. Prices are guaranteed not to rise above
inflation for the length of the contract. Castle Water also offers a unique “Evergreen” clause, each
year offering NFUS members the opportunity to switch tariffs.
John Reynolds, CEO of Castle Water explained “this offer will enable NFUS members to get big
and immediate savings on their water bills, and we are confident that nearly all NFUS members
can save by switching to Castle Water”. NFUS member Kevin Gilbert switched to Castle Water in
December 2014. He said “switching was easy, and the savings are real and worthwhile”.
In the first six weeks of the partnership, all but one of the NFUS members who received quotes
from Castle Water switched and started saving on their water bills. Castle Water has technical
expertise in regulation, engineering and environmental science, provides services such as new
connections, and is always happy to talk informally to NFUS members about more complex issues
and challenges with water and waste.
www.castlewater.co.uk

5. Added Value Services
Castle Water can advise you regarding your water supply, water usage
and waste water. We have experience of providing services to major utility
customers throughout the UK, and can assist in reducing costs and help
apply complex regulatory requirements efficiently and reliably.
Castle Water is able to offer bill auditing, checking the accuracy of historic
bills.
Castle Water also has specialist expertise in related areas including
environmental science and regulation.
Charities
Most charities can benefit from full or partial exemption from water charges.
For larger charities, we can offer guaranteed discounts and tailored payment
arrangements.
Charities are now able to apply for the Scottish Government scheme for exemption
from water charges from 1 April 2015. Charities will need to register for the new scheme
through their licensed provider each year. Any charity which was exempt prior to April
2015 will automatically receive the exemption in the first year of the new scheme, but
will need to apply for the exemption each year thereafter.
The scheme offers a full exemption for charities and Community Amateur Sports Clubs
with revenue of under £200,000, and a partial exemption (from wholesale charges only)
for charities with revenue of £200-300,000. Charities should take care to ensure they apply
for the exemption in respect of each SPID, as the exemption is registered for each supply
point, rather than for each organisation.
There are exclusions to the exemption scheme, which include activities competing with
commercial entities – retailing, operating cafes, possessing a permanent alcohol licence. If
this may apply to you, we are happy to talk through your application with you. Castle Water
will administer the scheme for those of its customers which qualify, and application forms for
the scheme can be accessed at www.castlewater.co.uk together with scheme details and FAQs.
We can help you ensure you qualify for the exemption scheme, and if not we can offer you
guaranteed discounts. For larger non-exempt charities such as schools or sports clubs where
revenue comes in at only certain times of the year, we can offer payment terms which match your
cashflow profile. Completed applications should be sent to Castle Water at info@castlewater.co.uk.
If you have any queries, please complete our online enquiry form, email us or call us on 01250
833101. We will review all forms before submission to Scottish Water, and check that they have been
properly completed.
Castle Water will only charge a supplier margin on non-exempt portions of water bills. For example,
charities with between £200-300,000 of revenue are exempted only from 50% of the wholesale charges
component of their bills. Castle Water commits to only apply a supplier margin in respect of non-exempt
elements of bills.
For charities with revenue of over £300,000 which are not exempt from charges, Castle Water can offer
special discounts, flexible contract lengths, and alternative payment methods.
www.castlewater.co.uk

6. Contact Details
Castle Water
Craighall Castle
Blairgowrie
PH10 7JB
www.castlewater.co.uk
Contact us by completing the enquiry form on our website
email: info@castlewater.co.uk
Tel: 01250 833101
Office Hours
Our offices are open 8-6 Monday to Friday, except for public holidays.
For urgent out of hours help with a water emergency outside your premises, you can call
the Scottish Water emergency number 0845 600 8855
Customers can also call their Account Manager directly for help and advice.
Location
Castle Water is headquartered at Craighall Castle in Perthshire. We are centrally located
to serve national organisations, with Edinburgh, Glasgow and Aberdeen all within 75
minute travel, but without the high cost of city centre offices.
www.castlewater.co.uk