The easiest way to pay your bill is by Direct Debit.
Setting up a Direct Debit
It’s easy to set up your Direct Debit. Just log in to the Customer Portal or if you don't already have an account register here. Once logged in go to Set Up Direct Debit.
Payment Calculation
If you are billed monthly in arrears, your monthly Direct Debit payments will match the value of the bill calculated for the preceding month. Otherwise, your monthly Direct Debit payments will be calculated based on your annual or six-monthly bill and reviewed up to twice each year to ensure you are paying the right amount. We will notify you of any changes.
When you pay by Direct Debit, you'll be covered by the Direct Debit Guarantee.
Setting up your Direct Debit
Here's how to set up both variable and fixed Direct Debits:
- Make sure you have your bank details and an up-to-date invoice handy.
- Ensure that you are logged in to the Customer Portal.
- Confirm your Customer Account Number.
- Set up my Direct Debit
Paper Direct Debit mandate forms
If you are not the account holder and require a Direct Debit to be setup, please complete a paper mandate:
Customers in England should send the completed mandate by email to payments@castlewater.co.uk or by post to Castle Water Limited, 1 Boat Brae, Blairgowrie, Perthshire, PH10 7BH.
Customers in Scotland should send the completed mandate by email to customersupport@castlewater.co.uk or by post to Castle Water Limited, Lismore House, 32 Miller Road, Ayr, Scotland, KA7 2AY.
Calculating your monthly Direct Debit when your account is in credit
If your account is in credit when we issue your new bill, we’ll first calculate your new account balance, then we use your new account balance to calculate your monthly Direct Debit payment.
Calculating your monthly Direct Debit when your account is in debit
If your account is in debit when we issue your new bill, we’ll first calculate your new account balance, then we use your new account balance to calculate your monthly Direct Debit payment.
What to do if you can’t afford your payments
If you’re struggling to pay your bills, get in touch as soon as possible – we’re here to help. If you’ve got a debt on your account, we may be able to help spread the repayments.
Alternatively, if you have any queries about your current Direct Debit payments, please contact us and we’ll be happy to help.
Cancelling your Direct Debit
If you are finding it difficult to pay, get in touch with us before you cancel your Direct Debit. We may be able to help by adjusting payment dates or exploring alternative arrangements. If you do need to cancel the Direct Debit, we can arrange that for you or you can cancel it through your bank, as is your right under the Direct Debit Guarantee Scheme.
If you cancel your Direct Debit when you still have a balance to pay and you do not agree an alternative payment plan with us, you will be required to settle the balance in full.