Very helpful in dealing with the…
Very helpful in dealing with the account following the death of the householder. Dealt with it sensitively and explained the process. Very much appreciated.

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.
Very helpful in dealing with the account following the death of the householder. Dealt with it sensitively and explained the process. Very much appreciated.
The company failed to send me a bill on regular basis then report late payment, usually they billed me twice a year but since may 2024 the decision was to billing per month without letting me know. Poor customer service after I have raised complain, and they said thay can't do nothing about.
We had an enormous water bill in September no communication from you regarding payments etc , when ringing we were told from paying £ 9.00 a month was being adjusted by direct debit to £153.00 a month !!! Disgusting . We told the advisor we couldn’t afford that amount and they had no right in amended the direct debit without any communication from your company. There was a water leak we have put in a reimbursement from you which we were advised by your staff to waive art of our bill this was 4 weeks ago and still not heard anything although your company are happy with still taking direct debit
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Item arrived nicely
Questions and answers very helpful. It would be useful to update your website re bereavement as was not sure which department I needed
Not satisfied
Came out to check water meter as in last 6 months used a lot water than normal Told there might be a slight leak but nothing to worry about and to keep a check on meter reading And see what happens on next bill for usage
Could someone at affinity water explain why when one of your smart meters are installed your customers water bills triple? Does this imply that previous readings were guessed? Although the same amount of water is used by customers? Also why there seems to be an issue allocating one’s meter?
Had a meter fitted by Affinity Water and after a while started receiving letters to say that they could not find the meter and that until I tell them where it was they were going to charge me a fixed annual rate which was extremely high. Eventually I managed after being on hold for over 30 minutes to speak to a real nice lady who understood my problem, she sent an engineer who again was really helpful and eventually we resolved the issue by going straight to the meter! Affinity Water process awful, once you get through to a real person it's not so bad!! Grace is obviously AI as they have not reached out to me at all. Unfortunately Affinity have no customer value and don't care because currently if I want a water supply I have to use them
It great service
Thank you very much for your patience and understanding.
It’s been a nightmare regularising my account since my tenant left. At the moment I can’t even access my account. I submitted meter readings but was sent an estimated bill. As it is I honestly don’t know what to do.
I am happy with the Affinityn water , becuse they make everythig easy for customer .
We identified a trickle leak on the boundary of our garden and the public footpath. It took Affinity a little while to accept that the leak was mains water (hence 4 stars) but once we jumped that hurdle they turned up to assess the leak within a couple of days and had it fixed within a couple of weeks.
let me know why I need to pay so much for the bill
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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