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.
⭐⭐⭐⭐⭐ “I’ve had a great experience with Affinity Water! Their service is reliable, and the water quality is excellent. Any time I’ve needed to contact customer support, they’ve been helpful and responsive. I also appreciate their efforts towards sustainability and water conservation. Overall, a trustworthy and efficient provider—highly recommended!”
They don't do anything right
Had a problem with my On Line access and the ability to download a statement. Vickie was very helpful in sorting out my access. (She was very patient even though I typed in the wrong email!) It is all working now, and I was able to get my statement.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Really professional and helpful
Bill is not affordable
Water leaks all around Rickmansworth so you have lots to do to get 5 stars
Still waiting for work to be done.
Theyre great
Don't know much about it at present.
I have Set up a direct debits on a number of occasions, to pay my bills. And then, only to find out that Affinity cancelled the direct debit without notifying me that they had cancelled. Due to some technical issues or some poor excuse. Especially when there was more than enough money to cover my bills. I wouldn’t find out until a good while later. When I get a red bill. Saying I hadn’t paid. Very unprofessional conduct, especially for a big company.
The service at Affinity Water puts southern water to shame in its mistake making, incompetence & inaccurate details. I paid off my debt with Affinity & at the time of yearly renewing my agreement it was always handled smoothly. The customer service is great, as are the devises and access to help.
The staff member I spoke to today was very helpful, she listened and answered my queries in a professional manor.
I'm happy because I don't speak English well and I solved everything without stress
Their customer service is really bad. I called 16th of January, 2025 and informed them of the error on the bill. For 124 days, we were charged the amount of almost (one) 1 year water usage (compared to the bill from my previous property where we live). We realised that the opening meter reading was actually wrong. So we needed the bill to be rectified. The agent I spoke to gave me 1 email address to send an evidence of our starting reading on the new property. I sent an email with an image attached and also copied the complaints email on the website- CustomerRelations. I have also copied another personal email for receipt. I received an email on 24th of January from MyBillCentral stating that the image was not attached. I checked my sent items thinking it was my fault but I can see clearly on my sent items that the image was attached and even my personal email that I have copied in received the attachment. I replied and re-attached the image nonetheless on the same day- 24th of January just so to ensure that the bill error will be resolved as soon as possible. I called again today, 29th of January, to follow this up but I was told, it would take 5 working days for the reply. However, it would reach the date that the amount will be deducted from the bank. I don’t want to pay an amount higher than what we are supposed to because Refund Process is also SLOW. Whoever forwarded the email from the Customer Relations mailbox/department to the Billing Mailbox/ Department clearly forgot to include my attachment. So why do I need to wait longer for my issue to be resolved when I emailed first on the 16th of January with the needed evidence, but somehow Affinity Water has messed up with the attachment I sent? Anyway, hope canceling the direct debit at this time stops the process of deducting such a considerable amount of money from our bank. I hope Affinity Water can improve their system. I was with Thames Water before and dealing with them was easier and they were prompt with answering complaints . 6/2/25 Edit: So after going back and forth with customer service, on 4/2/2 I received an email saying that the error was corrected and the opening reading was changed (Yey!). Affinity water will then issue a new bill. Today 6/2/25, I received another email saying an new bill has been issued and when I checked it, we were ask to pay the same amount as the first bill and affinity water will just place the excess payment as advance payment?! Why do I need to pay an advance payment of £127? Why do I need to pay for water that I am yet to use? I understand probably a month excess. But £127 advance payment for a 2-bed property? When that’s almost equivalent to a 3-month water usage. I wonder why your system can’t just discard the old bill and issue a new one with the correct opening and end meter read?
Had to wait an hour for a live chat agent. Their website wouldn't let me submit house moving information.
They’re a nightmare to deal with. Months and months ago I was told somebody would come out and check for leaks yet NOBODY has, this is still an ongoing issue, they’re wanting to charge hundreds of pounds PER MONTH but won’t sort the issue out. We’re low usage so there must be a leak somewhere and they admitted there might be yet keep telling me somebody would come out to check for external leaks but nothing gets done. Useless, the staff on the phones have been rubbish they lie and lie and lie to money grab.
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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