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.
Had 2 conversations today with Affinity representative who think that trying to put my monthly bill up 40% when I have used half as much as my last bill in July 2024!!!! No chance! I am not going to pay all your shareholders who need more money now Labour have taken over!! Wish I could change companies! But just won’t pay!! Sort your mess out and read our meters!! Stop just making it up and grouping house neighbours together!!
Very friendly resolved query efficiently
Painfully slow, service, why the hell have i got a duck answering me, I'm a grown up and would wish to be treated as one, not as a child. Which Hr person thought talking to us as children was a good idea
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Your aggressive billing tactics are demoralising you just sent me a bill for my usage from July 24 to Dec 24 £260 ish… But you demand £530 ish … How about Affinity employees dig into their own pockets for your CEOs criminal bonus … I’ll pay for what I use and no more.. please stop sending misleading bills with no explanation ….
despite asking for a password to access the account I still have not rec eived one
I am extremely disappointed with Affinity Water. I contacted them about a leak near the water meter, and despite informing them of the issue, they have done nothing to resolve it. It has been three months, and they have not taken any action to fix the problem or address the waste of clean water. To make matters worse, I was charged £904 for the leak, which is entirely unfair, given that the issue is on their end. I am planning to move out of this house soon, but it is incredibly frustrating that they have shown no concern for my account or the situation. I feel completely ignored and let down by their lack of service.
i dont do reasons
Very reasonable pricing and super fast service
A total sham and fraud company that capitalizes on the monopoly they have as a supplier. No wonder more than half of the reviews are just 1 star. They mishandled my account as well like they did to other customers too. They closed my account without warning and communication. Did not send me regular bills and then reported late payment on my credit file. Customer service is poor and a total disgrace. They are not willing to accept their fault, complete lack of intergrity.
Excellent service nd staff cooperative
I keep getting letters about installing a water meter with no personal contact.
Polution of our rivers and waterways. We pay you to do a good job. Not to award yourselves huge salaries and at the same time causing polution
Good customer care
We're being charged unfairly. I live with my husband and toddler. My husband is hardly home yet we are said to use over 100L per person day.
Easy way to communicate and easy process, low cost maintenance, explanation how to use water, and many more
I just moved into a new property and applied for Affinity Water (so I do not have much experience with Affinity Water yet). However, I always received quick replies, and the people running the chat have been incredibly patient and understanding of my situation. Still waiting for an app to be launched so I will not have to log into Google to check my balance every time!
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.
This profile hasn't been claimed by the business owner.
