In most cases, you can submit your own meter reading on the Customer Portal . This is usually the quickest and easiest way to keep your account up to date and ensure accurate billing.

We understand there may be times when you’re not able to take a reading yourself, for example, if the meter is difficult to access or it’s not safe for you to do so. This article explains when how to locate your meter, how to submit a reading if you can access it, and when you should ask us to arrange a visit to read the meter for you.

Locating Your Meter

If you're not sure where your meter is located, you can use the interactive map on the Customer Portal to help find it. If available, there will also be a helpful ‘meter description’ to guide you.

• Internal meters are typically found where the water pipe enters the property — often near the stop tap, usually under a sink or in a utility area.
• External meters are usually outside the property, often in the pavement or driveway. These are typically located under a small cover marked with “W” or “Water”. The lid is usually easy to lift to access the meter inside.

 

Still can’t find your meter?

If you're unable to locate your meter using the guidance above, you can report this through the Customer Portal.

1. Log in to the Customer Portal.
2. Go to the Reporting a problem with your meter form.
3. Fill in the form and in the ‘Issue’ dropdown, select ‘I can’t find my meter’.

Once you’ve submitted the form, we’ll review your request and let you know if we’re able to provide a photograph or further location details.

Submitting a Meter Reading

If you've located your meter and can read it safely, you can submit a reading through the Customer Portal:

1. Visit the Meter page, you may be asked to log in, if you are not already.
2. Find the meter you want to submit a reading for and click ‘Submit a meter read’.
3. Enter the reading and the date it was taken.
4. If you have multiple meters, make sure to submit a reading for each one.

 

If you need help taking a reading, see our How to submit a meter read guide for step-by-step instructions and examples.

When We Can Arrange a Reading on Your Behalf

Castle Water will arrange regular visits to read your meter, normally twice per year. You don’t need to ask us to do this but we will need you to keep the area around the meter clear and give us access when we visit. If we miss you when we visit, we will always leave a card asking you to provide your own reading through the portal.

You can view your latest reading, along with your full reading history, on the Meter page of the Customer Portal by selecting the meter you'd like to view.

If you are unable to safely read your meter and we have not successfully read it ourselves in the last six months, you can ask us to arrange a visit. Contact us to request this via webchat or the General Enquiry form. 

If your meter has been read in the last six months, we may ask you to pay for any extra readings you request.  

An extra meter reading visit costs £29.75 and this is detailed in our Scheme of Terms & Conditions. If you need us to arrange an appointment and let you know when we’re coming, there will be an additional charge.

Please note:

• A request may not be accepted if the meter has been read recently.
• Not all supply arrangements allow for manual reading visits to be arranged.