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.
When I requested paper bill staff were friendly and paper came within bout 10 days, need paper bill as can’t down load or print too old for all that 😒 affinity deal with leaks etc usually quickly & efficiently. Like your messages on how to savvy water
As I am vulnerable adults they’re very helpful and supportive. I experienced water shortages twice straight away they delivered me water emergency supplies. Happy with their services Five starts⭐️⭐️⭐️⭐️⭐️
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Quick response to water leak outside my house. Very decent people doing the work and kept me informed the whole time.
I had to pay my bill and had to make a call all was quick and easy thanks.
I was unable to change the payment date on the app..i telephoned and spoke to an advisor who changed it for me
I now have to pay £54 a month for water in one of the wettest countries in the world. How can this company or any other company justify the obnoxious hicks in charges. There is NOTHING I can do about it because I can't change water companies, It's disgusting really.
I've sent 3 Emails since 18/03/2025 to ask why my water bill has increased by 36% and only got automated replies. This is a failure under the Guaranteed Standards Scheme. The average increase according to the Martin Lewis Show is 23%. So I have asked for a review in case a mistake has been made. Update - 4/4/25 I’m not sharing personal details on this forum. You haven’t reached out. You just need to read and answer the 3 Emails I’ve sent you. I know you got them through the useless automated replies. Update - 8/4/25 I've sent Affinity persobal details via Trustpilot and still not had a reply from them. Look like they try and fend off negative comments on Trustpilot and refuse to deal with customers directly.
Had a problem with an account that should have been closed by the landlord when I left and I spoke to Rosie who was wonderful! A great asset to the company, all resolved in one call!!! That's what I call great customer service! Thank you Rosie 😊
I spoke with a very calm and helpful person about an issue which I had been told (by a neighbour) was an Affinity water action. She then launched an investigation, and called me back. It turned out that the private contractor causing the issue / damage falsely informed the neighbour that they were from Affinity. The investigating officer was very kind and understanding about the whole mix up.
Affinity water refuse to get back to me regarding my bill
Booked 2 weeks ago to have a meter put in .asked for a afternoon appointment and a courtesy call a hour before to arrange someone to be home .they day arrived no call and it was a no show.had to rebook and told have to wait till August now .total shambles
Appt for water meter is 5 months which is outrageous. No projected costs given if I change to meter use. No option to change back if not happy or circumstances change.
I spoke to an lovely advisor, who was friendly, professional, and managed to resolve my issue. On the whole, my dealings with Affinity Water have always been dealt with professionally.
An outright scam. The water bill has shot up by 57%—how on earth is that justifiable? Affinity Water is bleeding customers dry while the account holder gets richer. And we have no choice—there’s no competition in Shepperton, Surrey. It’s a monopoly, and it’s a disgrace.
The replacement of our stopcock roadside was done quickly and efficiently. Thank you
Thanks for your help and support over the years and your tips on savings. We are happy now that we’ve set up a direct debit.
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.
This profile hasn't been claimed by the business owner.
