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.
Was never in formed I was going to a water meter since august 24 I set up set up a standing order December2024 to pay £21a month in but was told not done in June 2025 i do have a confirmation e mail from you. I called June as received e mail and was told no standing order-set up I set up a direct debit told have to pay £30 a month
Reported and dealt with within 24 hours by a very understanding, patient and professional engineer , Ross, who made sure as an older person I was happy with the situation . He made sure that I could contact if I was at all worried about any aspect . Thank you.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Having a problem develop with my metre I contacted affinity and a engineer came out the same day and rectified the problem by replacing the faulty metre.The engineer was very efficient polite professional and came back the following week to check soo was ok.
It was so easy to set up everything for us moving home, and we where kept informed, Just wish other companies where this straight forward and the wording was in easy laymans terms not like some where you need to have a law degree to understand
Great service and cheap monthly payment compair it with other counties
I am a single person. I work out of the house most of the time. We have a shower at work that is better than my own, so I often only shower a couple of times a week at home. I do have a 2 bed flat but it is a small 2 bed. I don’t have a dishwasher. I hardly use water at home. A few years ago metres were muted and I said yes. Sorry cannot have a metre as I am in a flat. My water bill has just gone from circa £40 to circa £57 pcm. My friend up the road four bed house. Four adults living there. They have a garden that they water, they don’t scrimp on water all shower all take baths etc. they are paying about £30 pcm. Almost half. I logged in a tried booking an appointment for a water metre or at least for them to have a look. November is the next appointment. This was early June. I called them. Nothing they can do until they can assess whether or not they can put in a metre. I lived with someone up until 2 years ago he died. Since then I have been struggling to afford to eat I cannot afford this bill. Even with two adults in the house how much have we been overcharged for the last 23 years since moving in? Will Affinity offer any kind of refund? No, I was told pay what I can afford. I cancelled my DD and today had a bill for almost £500 for water. They can take this bill and shove it up their backsides. All this time I am reading how their directors are getting nice little bonuses from a government handout. They are fleecing customers left right and centre. Sort out a fair bill. Organise a refund for at least the last two years since we became a one person household and then I will send you a payment. Update: so today I had a phone call from Affinity water who told me that the first advisor telling me to pay what I could afford was wrong and I need to pay. They can spread the payment over the full 12 months bringing my payment down to £47 pcm. I was told I should not worry about other households and if they cannot fit a metre I will still be paying high amounts. So basically I get punished if they cannot fit a metre. For my water use to even remotely justify the prices they are charging me I would need a leak the size of a small river flowing through my flat on a permanent basis. All they care about is money and apparently my credit rating. No I do not want another call. I want a fair water price based on what I use. Not based on some magical number that you make up. Add to the fact that the water quality is awful. Hard water, dries the skin out and causes major limescale.
Very expensive
The staff at affinity water are polite and helpful however my problem is still not resolved. I asked for a new meter that has yet to materelise. As these problems started with a misreading with the old one. Affinity Water need to listen more and do more to resolve any issue quickly.
I have been with you for many years and had no problem so that’s why I carried on with you when I moved
I'm pleased with how the issue of my bill was resolved. Affinity water staff were polite and helpful in resolving my case. I'm satisfied and appreciative. Thank you.
I felt Afinity water reacted to a leak just had I moved house in April concerning my water meter outside.The repair did take 4 weeks but it was repaired.My only issue was once the repair was completed. A further 2 weeks after another company came and dug up the patch on the pavement which they said was a more permenent. To save cost why is that not done at the repair stage just saying. I gave a meter read 2 weeks after the repair and phoned it through but no ones come back regarding the leak allowence but I understand large companies do take time.
I live in a retirement home in share water in Woking bymy water bill is going up 160 pound for six months I'm hardly at home I'm very careful using water and I do not understand why I have to pay so much it is a new building there is no leak no I am going to launch a my own investigation
Faith listened patiently and tried to help at her end. Explained that she would respond. Gave us a number to send sample and a photo. The whole process was simple. Thanks Affinity. Looking forward to resolving the issue.
Affinity Water. I got a smiley face for water used but my bill went up by a huge amount to the previous bills. To contact Affinity Water is very hard to complain, these companies are making it harder for the public to contact them even though last time I phoned their CS was in the UK, most companies have done this by putting their customer service into other countries to make it that much harder & customer service gets worse. My bill gives me the choice of paying online but the online payment never works. I have reported this in the past and it never gets fixed. Phone and you waste so much time getting through. I might not pay this time to see what happens. Terrible customer service at Affinity Water. Meters outside your property where it's hard to read. The elderly cannot read them at all as they are 45cm underground, in the dark down a small dark hole. Up your game Affinity Water. OFWAT are as useful as a broken water pipe.
The agent I spoke to was excellent, she then put me through to another department to arrange a home visit to see how I can save water, I waited for ages, eventually leaving a message, but no one got back to me.
I have had water pressure issues for 5 years on and off. Random times during the day. A plumber in 202 mentioned I could have a lead pipe and spent time investigating options to replace. I had Affinity Waters engineers out (2023) to do a report on the low pressure and confirm I had a lead pipe to which the Affinity water engineer DID. Even by leaving a note on my engineer report card. I spend ££££ getting the pipe replaced and then for affinity water to tell me I do not have a lead pipe. They have suggested I told them I have a lead pipe, deformation of my person is illegal and the customer is always right.! I would have said I have been told I have a lead pipe, I do not hold any qualifications in plumbing. I have been to CCW to which they have told me they case can not be followed up as Affinity water are suggesting that 5 years ago I told them I have a lead pipe based on a plumber inspection. IRONIC the plumber has gone AWOL with no company to be found. Side note – check a trade can be hit and miss! Even though Affinity water have stepped onto my property confirmed a lead mains even adding details to my report. NOW they are saying they did not and that I am lying and that I told the engineer that I had a lead pipe. Well the best part and I will play by hand now, I wanted my case to fail like this so I can expose the corruption. What Affinity Water did not know is that my Ring camera and CCTV picked up on the entire conversation filming the details of how the engineer explained how my pipe would have been clogged over years. He went into details on the pipe as he inspected it and you can hear him say, yeah that’s a lead pipe. Use the lead replacement scheme. Explained how it gets clogged by bad water in the area. Yes there was sign in the house to say you are being recorded This is now a matter for court and will ensure as much media coverage as possible so they are held accountable for their mistakes and what is now the case, a corporate company lying to their customers! This I want to say has happened to a number of us and this time they just got caught out. All I wanted is some support to resolve my pressure any way possible, but this case is going to destroy your credibility and I hope a full scale investigation into this matter. I was always respectful and honest when I spoke with your agents, but in return I had a corporate company lie to me. I will update this comment and tag AW in twitter once the first letter has been sent from my legal rep.
Because you charged me 161 pounds on water for 6 months when I wasn't even there for 4 of them You then said you would send someone round and checkup on my meter and change it , they then should have dropped a card through my door telling me there had been. No card was dropped though my door and my meter was still so dirty and unchecked it was clear no one had done what they said, it was complete lies You then just charged me even more money instead even though I explained no one had used any water for 4 of the 6 months
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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