Affinity Water is a prominent water supply company based in the United Kingdom, dedicated to providing high-quality water services to residential and commercial customers. The company operates within the water utility sector, focusing on the treatment and distribution of drinking water to millions of households and businesses across its service area. With a commitment to sustainability and customer satisfaction, Affinity Water emphasizes reliable service delivery and environmental responsibility. The company engages with its customers through various channels to ensure transparency and responsiveness to their needs. As a key player in the water industry, Affinity Water aims to maintain safe and clean water supplies while adhering to regulatory standards and fostering community relationships. For more information, customers can visit their official website at affinitywater.co.uk.
Affinity Water receives mixed feedback from its customers, with many praising the helpfulness and professionalism of staff, particularly in resolving water issues and providing timely updates. Reviewers highlight positive experiences with agents like Steve and Precious, who are noted for their patience and support.
However, a significant number of consumers express frustration with the company's customer service, citing long hold times, lack of response to queries, and difficulties in setting up accounts or meters. Complaints about billing practices, including steep price increases and inadequate communication regarding bills, are prevalent. Additionally, issues with water pressure and quality have left some customers dissatisfied.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.7 | 816 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 3.2 | 42 |
| Sep 24 | 3.4 | 27 |
| Oct 24 | 3.1 | 32 |
| Nov 24 | 2.9 | 22 |
| Dec 24 | 3.2 | 54 |
| Jan 25 | 3.2 | 44 |
| Feb 25 | 3.1 | 53 |
| Mar 25 | 2.5 | 51 |
| Apr 25 | 2.7 | 65 |
| May 25 | 2.8 | 62 |
| Jun 25 | 2.9 | 71 |
| Jul 25 | 2.3 | 16 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Steve from the Whitfield Dover area of Affinity Water, was quite amazing”
“Cant speak to anyone, been on hold for over an hour only to be disconnected”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Water Services.
| Company | Overall | Legit | Service | Value | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.7 out of 5 (poor) | 100 out of 100 | 3.3 out of 5 (fair) | 1.5 out of 5 (poor) | 2.6 out of 5 (poor) | −13% | 816 |
| 4.5 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 2.0 out of 5 (poor) | 4.7 out of 5 (good) | — | 1,000 | |
| 1.5 out of 5 (poor) | 100 out of 100 | 1.8 out of 5 (poor) | — | 1.3 out of 5 (poor) | — | 40 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 2.7 out of 5 (poor) | 3.6 out of 5 (good) | — | 1,000 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 3.8 out of 5 (good) | 4.4 out of 5 (good) | — | 999 |
Bottom line: Affinity Water is #4 of 5 on overall rating in this group. On value, So Energy scores higher (3.8 vs 1.5).
500 reviews of Affinity Water. Filter by what matters to you.
Have been paying £134 a month for a year Queried it last month and got the bill down to £30 a month Apprently they don’t owe me any money back because they had me down on the wrong tariff which is ‘my fault’ Women on phone lied and said that they got the information from the council register but person who owned before lived alone for 30 years
Useless customer service. Increased bills with no reason no warning no explanation for 35%. Advised to install water meter, website is showing slots for ext week, but closes dates are in half year. Wish you bankruptcy.
Absolutely appalled with this company. I had a meter installed in March 2024 and that they not registered on my account and they had switched my meter with my neighbours instead. They are a family of 5 and I am a single mum of one. I never really thought about the meter until I received my new bill this year increasing from 45 to 60. I called affinity and asked why I still got a fixed bill when I wanted a metered bill. They said I don't have a meter, of course I have I said I got a card but didn't realise they switched mine and my neighbours instead. I have been massively overcharged paying a fixed rate, they sent one over to check the meter 4th March 2025 and gave me a new reading and serial number instead. They put my house number on my neighbours meter and theirs on mine, huge mistake!! I used a 3rd wht they used. The guy said this will be updated and changed soon but I am demanding a refund from this year I could have had a metered bill due to affinities errors. I have made numerous calls but nothing been sorted. I made a formal complaint in writing 19th March and they have not responded or called at all, whenI called they said it takes longer to reply. The customer service I shocking!! They have messed up my meter so they should take responsibility for it. Will escalate it to the water council soon!!!
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Company wanted to charge £14.00++ for a statement of my account after unsubstantiated price rises - Unaccountable as usual - heyho!
Be careful when paying your bill online using a card. The system appears to not complete your payment so looks as though it hasn't gone through. This happened to me today and I ended up doing it again and still did not appear to complete. I then checked my account and 2 payments had gone through. I then had to spend over 2 hours calling Affinity and my bank to stop the second payment going through. Terrible service experience. Update 13.04.2025 after all the time it took me to stop the second payment going through re the above post, Affinity water took both payments from my account yesterday. I will now have to try again on Monday to sort this out when I am at work and will take more of my time. My bank account may now go overdrawn and cause more issues for other payments. I have seen the reply on here from Affinity it's a shame I didn't get such a quick response from the query I sent about this on Friday via the website!!! Still no acknowledgement there! Not a happy customer.
Customer service a joke. Just called regarding my credit amount of £156 just gone missing off the recent bill. I was totally fobbed off about where it had gone. I said that she was not making any sense as to where it had gone. Requested to make a formal complaint I was ignored then I requested to speak to a manager was ignored again and put on hold. Then on the third time of being on hold she came back and said she had sent me a email explaining where my credit had gone have not received the email. I also asked to go back to paper billing but was told I had to do online which is not the case it stated it has to be done by calling up. So no clear explanation of where my credit has gone and I am now out of pocket of £156.
Little update on my situation with Affinity Water. Still trying to resolve the situation, customer service is unbelievably poor. Turns out the property I'm living in hasn't been evaluated since 1989 I mean WTH. £55 a month for a 1 BEDROOM FLAT! I'm going down the formal complaint root and taking it further with the ombudsman. Luckily directly below me is the citizens advice bureau and they've been very helpful. Looks like I've been paying massively over the odds for my water for years. Spoke to someone who put me on hold for over 30 minutes and then the same person calls me back while the call we was on was still ongoing, jesus Christ seriously. I'll update anyone reading this in the future. Total shambles of a company.
Affinity I talked with a operator from Affinity Water and made a arrangement to pay my bill in arrears and we settled a agreement and I have started pay on time? All good till yesterday I received two letters bye post from you with a different arrangement?? With checks bank giro credit notes? If I called you and made a arrangement bye phone and you agreed and I been paying on time a month ago?? Why you send me a different agreement completely different? Why you don’t have communication with colleagues or you keep customers details on paper bits or what?
These guys are very unprofessional people. They overcharged me by £160. They said they will come out for a water reading/ couldn’t find a water meter/ will replace a water meter/charged for inaccurate water reading. They took over six (September 2024 to April 2025) months to resolve a ten minute issue. They harassed me daily three time a day for four months and only the last person I spoke to in April 2025 was reasonable and helped. I suffer with disability and mental issues. They do not care and they are non stop harassing people who are trying to stay calm and resolve issues. I have no choice but to be with these people.
I have just purchased a property on April 1st and received an enormous bill for what is currently, an empty 1 bed maisonette that is currently using zero water. I called customer services and explained we are paying double what another household pay with a water meter and that the property currently is, and will be for the foreseeable, totally empty due to urgent renovations. He said there was nothing he could do and that we could not get a meter installed until SEPTEMBER. I understand water meter's are in high demand due to the price hikes in April, but surely this was anticipated by the water company?? We are in a cost of living crisis and expected to pay over £50 a month when using zero water, it's absolutely unacceptable. I also was told I would not be able to receive any confirmation of my water meter appointment in September, so am just left hoping they show up over 5 months from now. It simply is not good enough for customers to have to wait this long when surely such a hike in meter requests will have been anticipated far in advance.
Waited all morning to get an answer on the chat, but nothing. My bill went from £50 which I thought was too high to £70, I asked neighbours and family and now realise they are paying £25 to £35 a month. This seems ridiculous and there's an obvious error here. There's negligence and a total luck of care and accountability. I started a complaint, and they emailed me it can a take a few weeks. I have been over-paying for years. We'll follow until there's resolution. Appalling service.
A 29% increase in my bill and no appointments for even a survey for a water meter until September 25. At least employ more people to survey and install if you are going to hit your customers with these huge increases at a time when all bills are increasing.
You came out and got the job done very quickly and your telephone staff have been excellent and very helpful.
Terrible customer service. I have a water leak and wanted to locate the outside stopcock so that I can fix the internal stopcock leak. They have no idea where the stopcock is and were unwilling to come out to assist me in locating it. Advised I would need to get a plumber to freeze my pipes to fix it. Surely they should have this information and be able to assist. What would happen if there was a severe leak!
Very Happy with Affinity Water's Customer Service when I requested that I wanted to have a Water Meter Installed. I was Advised that it will be Installed the 6th of June, which I am very Happy with
Action taken on leak within a few hours great work.
Affinity Good service
Affinity Water is a prominent water supply company based in the United Kingdom, dedicated to providing high-quality water services to residential and commercial customers. The company operates within the water utility sector, focusing on the treatment and distribution of drinking water to millions of households and businesses across its service area. With a commitment to sustainability and customer satisfaction, Affinity Water emphasizes reliable service delivery and environmental responsibility. The company engages with its customers through various channels to ensure transparency and responsiveness to their needs. As a key player in the water industry, Affinity Water aims to maintain safe and clean water supplies while adhering to regulatory standards and fostering community relationships. For more information, customers can visit their official website at affinitywater.co.uk.
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