There are a few reasons why your meter may not be visible on the Customer Portal. Please check the following:

How to view your meter details

You can find information about your meter, including:

• Meter serial number
• Meter location
• Meter readings

To view this:

1. Log in to the Customer Portal.
2. Select Meters from the left-hand menu.
3. Click View my meters.
4. Select the meter you would like to view.

 

Make sure you are viewing the correct account

If you have more than one account with us, you can access them all using the same email address.

To switch accounts:

1. Select View All Accounts from the left-hand navigation menu.
2. Choose the account you would like to view.

Your meter details will only appear under the account linked to that supply.

 

Unmetered customers

If you are on a Business Assessed or Unmeasured tariff, you will not have a physical water meter.

Business Assessed tariff

With an assessed tariff, your water wholesaler estimates your usage based on information about your premises. This may include:

• Opening hours
• Number of employees
• Water fixtures and fittings
• The type of business activity

Castle Water calculates your bills using the usage volume provided by your wholesaler.

Unmeasured tariff

Unmeasured tariffs are typically used where installing a meter is not practical.

Under this arrangement, your charges are calculated using the Rateable Value of your premises rather than meter readings.

A further guide to unmeasured billing can be found here: What is an unmeasured tariff?

 

Recent meter exchange

If your wholesaler has recently replaced your meter, the new details may not yet appear on the portal.

We rely on a central industry database to update meter information. This is typically refreshed at least once a month. Your new meter details should appear shortly after the update is processed.