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.
Appalling service. The worst customer service I have dealt with ! They are obstructive, frustrating, condescending, pretend they don't understand you, while you have clearly stated the reason for my call, and after that they will terminate the call... TWICE !!!
Good customer service
I can’t thank Deborah Oakes the customer service representative enough for her wonderful help today. I had a problem with my bill and she was amazing. She put me on hold to check something with a colleague. She was determined to get the situation sorted out and she did 100 per cent. I really can’t thank her enough for her care and consideration. A lot of people would not have gone out of their way, but she really did. I would recommend Affinity water as a caring company with good trained staff who go that extra mile. So if you read this Deborah (I know you were based somewhere in Kent) once again a huge thank you for your time and effort. Thank you R Evans
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
if i could give these cowboys MINUS 100 It would still be too good! They charge over 700 a year for chalky s__t water, will they pay to have all my taps and pipes replaced!!! money grabbing cowboys!!
Just got so much help from a call well done Steve
The water supply is absolutely disgusting in my area and have told affinity this for years. It tastes horrible, It's rock hard and have had to buy water filters to save on throwing kettles out. They have also been overcharging me for years and i've now refused to pay my last bill and reported them to Offwat or Offcap or whoever it is. They fitted a meter outside the property about two years ago and it's buried under water where it's been leaking all this time. I use about 10ltr a day at most if that but affinity guesstimated my bill that i use 130ltr a day on average, WHY are you guessing my usage going by the average household usage if you've fitted a water meter?. The problem also with affinity is when you call them to explain or complain about anything you get some wee female pen-pusher who starts fobbing you off with lies and excuses saying the water leak at your meter won't effect the water reading you are using, so if it doesn't effect the usage from the meter then why are you sending me bills with exaggerated guesstimates then? They are worse than the energy companies for ripping people off. Their service since i moved into my property twenty years ago has been on par with their water....absolutely bloody awful.
Customer service have not been trained. They have to ask every single question 2 or 3 times, plus the fact they have broken GDPR rules. When I said this to the operator, they haven't event heard of GDPR. This company is an absolutely joke - let's hope you get a slot at Edinburgh Fringe (even then, I doubt you'll get anywhere).
The most incompetent utility firm I have ever dealt with. On many levels. From not fixing leaks to not doing what was agreed
19 percent increase ????? Only my wife and I live in the house , £57 per month direct debit , Sounds an awful lot to me, just paying shareholders dividends etc
Received an email from Affinity Water explaining that I could apply for a discount because I was on 1 or more of the following benefits, Was extremely surprised and pleased and filled in the forms online , Extremely Thankful. God bless them Affinity Water. Well happy now Thank you Pensioner
Affinity Water bill is daylight robbery! Just received my annual water bill from Affinity. I am horrified! £753 for a 3 bed terraced house. Just 2 of us and we do not even shower every day! No meter and the waiting time for installation is over 3 months! How can they justify this?
Yearly bill 34% higher. £530 to £710. No doubt to cover poor performance fines, neglected infrastructure and bonuses. No one has reached out directly.
My bill has increased by £207 a year. This is absolutely disgusting. How can you justify this. I am a single parent and non metered and live is a leasehold property. My neighbours bills are lower than mine so how is this justifiable??
We have a blocked sewer and called them out. They promised they would be here within 72 hours and 5 days plus later we are still waiting. Despite many phone calls, emails and texts they still haven't shown up. What a shet show. Poor service, poor communication. There is no link between me and Thames Water as I pay Affinity for water and drainage. So Affinity are still responsible for their sub-contractor utility. They now get another 1 star for still being poor!!
My water bill has gone up by 29%!!!! What is going on? This is ridiculous Thanks I've seen your reply. The 29% is referenced on the letter from you setting out my charges for 2025/26! It's actually worse than that over a longer period. The momthly charge for clean water for 2020/21 was £192.60. Now it's going to be £356.80. That's an increase of over 80%!!!! It's shocking
Pretty rubbish frankly. 18 months down the line from a water meter being fitted and not a single one of the cost comparisons promised has been provided. They have however been very quick to tells us about the latest massive price hike!
I am absolutely appalled by the recent news that Thames Water is increasing wastewater charges by a staggering 40%, and Affinity Water is hiking clean water charges by 29%. This blatant disregard for customers is not only shameful but deeply insulting. These price hikes are nothing short of exploitation. The water industry is supposed to be essential, and yet here we are, with two companies that have the audacity to raise their prices at a time when so many are already struggling. In the face of a cost-of-living crisis, how can these companies justify price increases of this magnitude? It feels like a direct slap in the face to households already struggling to make ends meet. Thames Water’s 40% increase in wastewater charges is particularly galling. Wastewater is a basic service, not a luxury, and yet the company seems to think it’s acceptable to exploit consumers to the tune of such a huge hike. Affinity Water’s 29% increase for clean water fares no better. Both of these price hikes are nothing more than corporate greed disguised as necessary adjustments for "inflation" or "rising costs," but let’s be real – this is nothing but profiteering. Let’s not forget that these water companies are often not short of cash. Thames Water, for example, has been involved in multiple scandals related to poor service and mismanagement, yet they seem to have no hesitation in passing the buck to the customer. Affinity Water is no different – their customer service record is abysmal, and yet they continue to prioritize profit over providing the most basic of services at reasonable rates. It is unconscionable that the government and regulators continue to allow these price hikes to go through unchecked. The people who are being most affected are those who can least afford it. How are families, pensioners, and low-income households supposed to keep up with these astronomical increases in essential services? The lack of accountability and empathy from these companies is nothing short of disgraceful. Edit: “Becky” has replied saying they’ve reached out to me, but they haven’t. It’s clearly an automated message.
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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