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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.
An utterly incompetent shower of idiots. They ask me to pay my bill, which I am happy to do and then they block access to the account. In the end I cannot find out how much to pay and by when. Dumb idiots have no brains just like Dumpy Trump
Negative report that impacted my credit score I can see you people are heartless and thugs. You claimed to have sent a letter in May 2024 via your agent Royal Mail, as you mentioned during our phone conversation, I was not using the phone number at the time of my trip, so I did not receive your calls as claimed. I can attest that I did not receive the letter until I returned from my trip and discovered a negative credit rating report without any warning. Because I wouldn't be home at that time, I made a deposit payment at random during that time knowing that I had used your water. Surprisingly, though, you sent a negative report that impacted my credit and prevented me from proceeding with my mortgage because of £56. No warning letter sent. I will be forced to report you to the Consumer Council for water (CCW), I will continue to write a negative review on Affinity Water, notify the Dispute Resolution Ombudsman of your unwarranted report that impacted my credit score, and then file a lawsuit. I’m patiently waiting for you to remove the report on my credit score.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
After waiting a while for a representative to come on line, he was extremely helpful and answered my questions without any pressure on me. Having read the review the incorrect name has been posted
Dumped sand on my elderly mums private drive. Cleared it very badly so now it's a safety hazard as very slippy. Ignored many calls from her and me. Arrogant company who fly tip on private land and ignore vulnerable customers. Not sure how they sleep at night. Ceo ignored my email. Will have to involve media.
late dads account was in credit so needed to get this refunded. Josh was very helpful and resolved in a professional manner.
I had an online chat with Josh to inform Affinity Water that my mother had passed and I needed to close the account. Josh was professional and compassionate. Thank you.
We pay every 6 months yet this shambles of a company have reported 'missed payments' monthly against a credit score that was near perfect. Between them & the equally useless Southern Water who managed to put my personal details in the hands of fraudsters (I now get at least 5 calls a day from unknown numbers & several attempts a week to hack my various accounts - thanks for that) it makes me want to dig a well at the bottom of the garden rather than use either of these companies. It's a shame we can't choose our water provider like we do with other utilities. And please save me the bland 'thanks for your feedback, we've reached out to you' comment. Your time would be better spent improving your service instead. Used to pay by monthly dd until we noticed you were taking over twice the amount needed to cover our bill, and wouldn't let us reduce the amount you were taking. We cancelled the dd. Why would we let a sham of a company sit on our money when we can earn interest on it elsewhere. Such an arrogant company.
I really hate this company. I have no choice but to be with them yet find them too expensive for t he services provided. Stopped drinking the water years ago and only through a filter now as it tastes so bad. Wont listen to complaints about the quality. And now they are reporting to credit agencies and messing up credit ratings. Even if you are on a payment plan and have no missed/late or defaults, it will still make a negative impact. Advice is contradictory and changes based on who you talk to. If there was any alternative I would use that.
Waited 48 mins for the online chat to respond. When we finally got an agent he arranged the issue within minutes. Too bad the company hierarchy determines their own bonuses rather than the customers. I see complaints receives the same level of seriousness as customer service. I don't know who Rosemary is but unsurprising she hasn't responded since she had nothing to do with the review.
To be clear. This review is specifically for a staff member in customer services named Stacey NOT affinity water as a service provider. Stacey was so helpful and went above and beyond to assist me. My situation was resolved immediately and she was brilliant.
It was great experience. I have got clear explanation on my billing queries. It was so helpful. Thanks for an excellent service.
Waiting to see as told bill larger this month, Why and how much
Had a problem online with informing Affinity Water about our move. Clicked on link for help to talk to someone for help. Quick easy service.
I paid all my bills when I checked my credit score I find a few month miss payment I never agreed to pay by direct debit only pay when I receive the bill Too bad
Jingesh was helpful, friendly and efficient. Good service.
I pay quarterly and they send a bill that isn’t dated and expect it to be paid within seven days. The last time I paid half and then paid the other half two weeks later. Given that it was paid within 30 days, for most people that’s fine. But no, not with Affinity. They’ve reported it as a late payment, which I’ve just seen has affected me credit scores. I can’t even change supplier so I’m stuck with a polluting, over charging shark for a company.
Elliot of Affinity Water reached out to me on 5 January 2024, 4 days ago now on 9 January. I immediately provided all the information requested. 4 days ago; and I wait and wait for Affinity Water to solve the problem. Nothing is being done so far. This is unacceptable! Well perhaps nobody works in Affinity Water customer service, judging by the total failure to respond to my requests for assistance. It has been more than 10 days (Affinity Water's standard response time) since I first raised this in November 2024. Affinity just sends a standard response with links to various functions on their website. So I tried accessing my billing information. No, does not work. Affinity Water's website does not recognise my customer number and/or my postcode!!!! So I remain completely blind with no access at all to my water consumption or billing. I can't believe this in the present day. A website that is so dysfunctional and a company that simply does not act on repeated requests to fix problems with it's own website. Substandard doesn't begin to describe this.
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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