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.
So, I'm being subjected to a near 30% hike in my water bill. For water that is undrinkable. Not only that, but I get bossy-boots letters about not wasting water from a company that has water leaks all over the place. Wonder what pay hike its directors are getting.
Shocking customer service, impossible to get correct information and the affects of this are damaging when an advisor is rude to you and takes a stance to affect your credit rating due to there our personal opinions. Affinity water should not be affecting peoples credit rating adversely for full payments made and zero balances. They have now been reporting to transunion with incorrect damaging information. No one to talk to. I have emailed. This is a very hot optic at the moment and seems everyone is having the same issue as me on all the forums I have read. If you pay your bill when you receive it or over a few months they will ie 6 monthly bill printed in October paid by January they will start that is a 6 month late payment albeit bill only issued in October and paid within 3 months they report a overdue balance when there is no balance. This will affect you applying a for a mortgage and is unjustified. If you don’t give your credit debit card details to allow future payments to be taken with having your information stored you are penalised by their incompetent rude staff who want to meet they targets on setting up these payment types for future payments.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
A massive increase in usage and bill. Thank fully most of Kings Langley village received same news. We all had a leak and hence increase in costs. Complete joke and rip off from a UK water company. I have elevated it to second stage complaint. I have also joined forces with the local community with a joint complaint. We have written to local MP and Watford Observer is running a piece on this awful behaviour. Anyone in the same situation, reach out to your local community using Facebook or another social site. Guarantee most of them are in the same situation. Join forces to bring awareness and work together.
Our new water bill with Affinity Water has increased by 36% We are priority customers who have applied but not been able to have a water meter fitted and are supposed to be on a lower rate We are two people using a low volume of water and live on a fixed income We have been sold down the polluted river and are disgusted by the reported profiteering and poor environmental performance of water providers in UK
If I could give the 0 start I would. Terrifying customer service, bad water taste, increase of 15 pounds a month, what terrible a joke. Terrible the government won't do anything about it. 2 years I have been waiting for a water meter, they making excuses.
Last year I changed from rateable value billing to assessed billing. We are not on mains drainage; we have a septic tank, so we do not pay wastewater charges. However, for some weird reason the billing department thought that just because the billing method changed they ought to charge us for wastewater and they did not make the changeover to assessed billing correctly. I had to put in a complaint to get this sorted, which eventually happened and they also made a ‘goodwill’ payment plus a £20 payment for not meeting their guaranteed service standards. This year I have had a meter installed so the billing method has changed again and you can guess what happened, yes, they decided that, because the billing method has changed they should start charging us for wastewater, a repeat of the same stupid mistake they made last year! So far, since changing to the meter they have sent two bills both of which are wrong. I changed to a meter to get accurate billing and, on the second of these bills, they gave me an estimated meter reading (which, of course, was wildly inaccurate), this defeats the point of having a meter installed and goes against the AW policy of providing a proper metered bill within the first 20 working days. Therefore, I have had to put in another complaint which I am still awaiting a response to, and they only have until 3rd March to avoid failing to meet their guaranteed service standards again. At a time when water bills are rocketing AW are wasting customers money by not doing things correctly first time, thus having spend money unnecessarily sorting out complaints, making ‘goodwill’ payments and payments for failing to meet their guaranteed service standards. Apart from that they are also stressing me out!! Update 06/03/25 AW rang me 04/03/25 and it appeared all would be sorted and I would not be charged for wastewater. Just imagine my shock when I received a new bill a day later and they have made the same mistake yet again by charging me for wastewater! I have now made a new complaint. I am now even more stressed and the chaos continues.....
New bill is an absolute joke was £523 last year and now £710. And to charge less for a water meter is ridiculous I don’t have a choice whether I have a meter or not apparently you’ve been installing these in my area for the last 3 years! Maybe pay your shareholders less and stop ripping off your customers who have no choice in their water company.
Bill has jumped up to £70 a month for Water on a non metered 3 bed terraced house. Thats a steep £20 increase each month for really bad linescale hard water. It's a nuisance to keep the limescale at bay. We had to fit a water filter at extra expense to us through a third company just to reduce some limescale. Yet they have the audacity to say they have high quality water, we can't even drink it. How can water bills become so expensive all of a sudden. Life is becoming unaffordable. You get no help for working, just stretched at every point. Every bill is going up for these massive corporations, greed! *The reply below mentions they have reached out to me. They havent!
My water bill just went up from £363 to £564. We do not have a meter installed (not our fault - it’s a council property), but we hardly use any water - indeed barely 5 years ago, the water bill was included in the rent - and was absolutely minuscule. Increasing our water bill by 64% in one year is nothing short of ludicrous and downright greedy!!! These clowns apparently have terrible customer engagement in their advertising - and treat their put upon customers like they’re drooling infants! I’ve never been so insulted by an organisation providing a so called service. Obviously, Affinity Water appears to be a company that believes it’s entitled to cynically pick the pockets of its customers. Affinity Water needs to be investigated independently for the worst kind of profiteering - and the sooner this is done the better. Mind you, in this political climate, I’ll probably be sooner arrested for hurty words to Affinity Water instead!!!
Sh**ty water company, the bill almost doubled in 2 years threatening me how they improve the water system, water is still hard, they didn't improve anything. Nobody is investigating these companies claming these "improvements". I advise the people to go for the monthly payment, let's hit their cash flow.
Couldn't believe it when I opened the email I received from Affinity Water, my new bill for this year was £651, I was practically shocked. I used to pay £466 a year and now they have raised my price to £651 a year, I know they used to raise the price a little every year but now they have gone too far. It's ridiculous, they don't even think about people who work hard to be able to live a decent life. It's good that all the prices have gone up but people salary is no longer enough to survive from one month to the next. In this days we work just to pay the bills.
Very good service, well impressed.
I don't understand what the problem is? Me and my 2 kids.We don't use too much water. Last year there was a bill of £529. But this year the bill is coming in at £669.12. I am a single mother.It would be unfair if you forced me to pay so much.
It was all clear and explained very nicely by the executive!!
Online promotion to tackle leaks seems a non offer. Weeks pass and despite repeated attempts to contact AW, it produces no response. They create an appearance of responsible action but deliver no reality.
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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