Castle Water has announced its acquisition of Invicta Water, which provides water services to 50,000 business customers in South East Water’s service area.
Customers will transfer to Castle Water in July, and do not need to do anything themselves for their accounts to move over. Castle Water has already successfully transferred over 300,000 customers in England. Castle Water has offices in London, Leeds, Portsmouth, Ayr and Blairgowrie. All Castle Water’s customer services are based in the UK and Castle Water answered 187,755 calls in the last 6 months to April 2018 with 97% calls answered with an average speed of answer of 38.1 seconds. Over 12,000 errors in historic billing data identified and resolved, saving customers £9 million annually.
Castle Water CEO, John Reynolds, said “Castle Water is a dedicated water retailer to business customers. We have the resources to continuously improve systems and provide a wide range of assistance to help customers manage their water usage and minimise costs.”
Tanya Sephton, Managing Director, Invicta Water, said “Castle Water has the experience and scale to build on the foundations we have established since the water retail market opened last year. We are working closely with Castle Water to ensure a smooth transition and continuity of service for customers.”
Iain McPherson, Customer Services Director at Castle Water, said “At Castle Water, we are committed to our customers and look forward to providing the same excellent service for businesses in the South East as we do elsewhere in the country.”
Castle Water took over providing retail services to customers of Portsmouth Water in 2016, and Thames Water in 2017. The company now supplies thousands of customers across England including having been awarded a multi-million-pound contract with the Crown Commercial Service for the provision of water and wastewater services to the public sector in England.