If you’ve lost your water supply, this is usually related to an issue with the local water network rather than your account or billing.
In most cases, water supply interruptions are managed by your Wholesaler, who is responsible for supplying water and maintaining the pipes in your area. Castle Water will support where needed, but the Wholesaler is best placed to investigate and restore supply issues.
Check your Wholesaler’s website
Each Wholesaler has a dedicated section on their website for service issues and outages.
If you’re experiencing a loss of supply, the first step is to check your Wholesaler’s website for:
If you’re unsure who your Wholesaler is, Water UK provides a simple lookup tool to help you find them.
Contact your Wholesaler’s emergency number
If there are no reported issues for your area, you should contact your Wholesaler directly using their emergency phone line to report the loss of supply.
A list of Wholesaler emergency contact numbers is available on our website.
Compensation and insurance
Guaranteed Standards Scheme (GSS)
In some circumstances, you may be entitled to compensation under the Guaranteed Standards Scheme (GSS).
If you’re eligible, any GSS payments will be applied to your Castle Water account.
To request a GSS payment for loss of supply:
Business insurance
If you have business insurance, your policy may include cover for loss of profits caused by an interrupted water supply.
We recommend checking your policy details to understand what cover is available.