Castle Water is your water retailer, which means we manage your account, billing, enquiries, and customer support for your water and wastewater services.
Your Wholesaler (sometimes referred to as a water company) is responsible for the physical water network. This includes maintaining pipes, supplying clean water, removing wastewater, and managing emergency situations.
In most cases, Castle Water should be your first point of contact. However, there are specific situations where you’ll need to contact your Wholesaler directly.
What does my Wholesaler look after?
Your Wholesaler is responsible for:
Because Wholesalers manage the physical network, they are best placed to deal with urgent or safety-related issues.
When should I contact my Wholesaler directly?
You should contact your Wholesaler using their emergency phone number if you experience any of the following:
Loss of supply or pressure
Water quality issues
Health and safety concerns
Leaks on Wholesaler-owned pipework
Responsibility for repairing a leak depends on where it is located. You can find guidance on leak responsibility on the Customer Portal.
How do I contact my Wholesaler?
All Wholesalers operate a dedicated emergency contact number for urgent supply and safety issues.
You can find a full list of Wholesaler emergency phone numbers on the Customer Portal.
When should I contact Castle Water instead?
For all non-emergency issues, including:
Please contact Castle Water as usual. If needed, we’ll liaise with your Wholesaler on your behalf and arrange the appropriate next steps.