If you are moving from one business premises to another that is also supplied by Castle Water, there are a few important steps you’ll need to complete to make sure your accounts are set up correctly.

This article explains what you need to do and what to expect when you move premises.

What you need to do

Even if your new premises are already supplied by Castle Water, your move cannot be processed automatically. You’ll need to complete two separate actions.

1. Complete a Move Out request for your current premises

You must tell us when you are leaving your current site by submitting a Move Out request through the Customer Portal.

2. Complete a Move In request for your new premises

You’ll also need to submit a Move In request for your new site through the Customer Portal.

Both actions are required to ensure your charges are accurate and correctly applied.

Once processed, we will close the account for the premises you are leaving and create a completely new account for your new site. Even if both premises are supplied by Castle Water, accounts are linked to individual premises and cannot be transferred between locations.

However, you will still be able to manage both your old and new accounts using the same Customer Portal login. This also applies if you manage multiple premises.

What does not transfer to your new account

Because a new account is created for your new premises, the following will not transfer from your old account:

• Payment history
• Named contacts
• Billing and correspondence addresses
• Active Direct Debits
• Communication preferences
• Credit balance

You’ll need to include these in your Move In or set them up again once your new account is live.

Important: If you want to pay by Direct Debit at your new premises, you’ll need to set up a new Direct Debit for the new account.

When should I submit my move requests?

You should submit your Move Out and Move In information as soon as you know your moving dates.

To help us produce accurate bills, please provide:

• Accurate move in and move out dates
• Opening meter readings for your new premises
• Closing meter readings for your old premises

 

Final bills and outstanding balances

You will receive a final bill for the premises you are leaving.

Any outstanding balance shown on the final invoice must be paid within 14 days of the invoice date.