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.
Just moved to an affinity water supplied house, the bill is is wrong it thinks it's a 5+ bedroom house with 4 people when it's a 3 bed with 2. But can I get help? Nope! One hour on the phone waiting only to be cut off. Also tried the chat but again you wait ages for an agent to join and they never do. Infuriating.
I think its disgusting that they can jump up the bills like they do. I am going to pay 65.00 next month, I don't hardly use the water, there is only two adults over 60 one who has Severe COPD and emphysema who cannot get in the bath, myself who baths every other day, my washing of cloths is maybe twice a week, as being to its not feasible to wash more than that, and I use Bottled water for drinking.
I just had a call with Dawn she has to be the most helpful person ever and went out of her to sort everything out for me.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Josh has been helpful from the beginning until end, clear instruction and easy to follow. Was wondering why we haven't received any post, not knowing we don't have an account yet, quick set up has been made and now will just have to wait for 5 working days. Really Appreciate the help josh.
Abysmal customer service. Zero respect or consideration for the customer. Only interested in money. Alas the water companies have a monopoly so they get away with shoddy standards and you cannot switch to a different one.
Had an issue with account details. All sorted by customer service
All issues that I need to sort out has been completely mended. Thanks for your guidance and support.
We have now been delayed for the third time being put back today a further 4 weeks and then the possibility of being cancelled again. Project finished 4 months ago and families unable to move in. DS0054417 - 36-36A High Street North DUNSTABLE LU6 1LA Last note received. “Good Morning John, Apologies I have been on annual leave. The permit dates have been refused, and they have asked us me to re-plan after 12th March due to a clash of works already taking place. I have re-planned for Monday 17th March – Monday 24th March, Pending permit approval. Unfortunately, there is lots of conflicts with other works happening around the area which is why the council keep pushing the dates. Kind Regards Alice Call me on 07770680740 if you wish to discuss my complaint.
Not helpful at all
From detecting a leak on my mains to getting it repaired and receiving a leak allowance at the end, Affinity have been so friendly and helpful. Its been a pleasure dealing with Affinity.
Bills need to be lower.
Every time i’ve had to deal with the employees at Affinity, i have had no problems, they are all willing to help as much as they can.
Very helpful 👌
Getting help to save water and contribute to the eviroment safeguarding is something that is so important and Affinity Water are a company commited to help people to reduce water consumption, without compromising the needs and requirments of housholds dependency on water. I am looking forward to using some of their water saving tips and devices which is free and I feel good that I am playing a small part to reduce water wastage.
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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