If I could give zero stars I would. Paid on variable direct debit since 2019. Just before Christmas I received the paper bill and discovered almost £4000 taken out of my account. Apparently the meter wasn’t read since 2019 as SE water hadn’t given them new meter location. (No one ever asked me for location). Money taken before three days before I received paper bill. No allowance for money paid on direct debit and all charged at todays rate. Complaints procedure means I have to get castle water to agree to refer me (how nuts is that!). Asked to speak to senior manager, told that wasn’t possible, castle water don’t answer emails and won’t refer me. If you have a choice don’t use them!