Helpful assistance from the chat advisor
The advisor was very helpful when I used the chat online. He explained everything making sure I understood it. I am fully aware of what will happen now and when I can expect a reply.

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.
The advisor was very helpful when I used the chat online. He explained everything making sure I understood it. I am fully aware of what will happen now and when I can expect a reply.
But I don't get to choose a water company and it was a lot of emails going back and forth. Sorted in the end but near to losing the will to live...
Good with information about works to be carried out but not in pricing.
Great company and services
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Terrible billing process. Send a paper bill 2x a year seemingly at random - didn’t recieved the paper bill. Reminder arrived when I was travelling for work. Dinged my credit rating as a result. Paid as soon as I had the details. Real shame we as consumers have no choice in suppliers. Happy to set up a direct debit with companies I trust - Affinity isn’t one of those! Why can’t we use an app and pay for usage like everything else in 2024.
They installed a meter without our permission. For 4 years our bill was fine, suddenly they increased the bill from £40 to £112 per month. Our usage hasn’t changed, we don’t have a bathtub yet they recorded a usage of 261,000L of water being used when usually the usage is below 62,000L. This is INVOICE FRAUD what they are doing and clearly an issue with a faulty meter. Their complaints department don’t reply back either. This is a horrible company.
Made a quick chat with online assist lady about my financial difficulties and she was so helpful and within 4 minutes of giving details i have managed to get my monthly payments reduced to a quarter of the price quoted a month
Helen at affinity made sorting out my problem very easy she listened to the problem found a solution and put my mind at ease. An asset to the company that should be treasured. Cannot recommend her any higher
If I could rate 0 I would as I have received 0 response to any of my calls. Spent hours and hours over a period of 3 days trying to speak with them has they have over overcharged me by appx £230. All I get is I will get someone to look into it and call you back. Trouble is nothing you can do but accept their incompetence
Very good customer service
Excellent service from Andy who located our lost meter.
Good and easy to use.
Good experience overall, Josh was great
Affinity Water is committing fraud. Other UK customers must be aware that they have increased my bill from £37 per month to £111. Apparently, they claim I am having 10 baths per day and own a swimming pool—but I don’t! Please check your bill and report this to the Ombudsman immediately if you experience similar issues. I am writing this message to alert vulnerable customers. I will be taking legal action and contacting my local councillor, residents’ association, and MP.
I’ve had an incredibly frustrating experience with this company, and I feel the need to warn others. Their customer service is outsourced to South Africa, and unfortunately, the staff is poorly trained and unable to offer any real solutions. I’ve been asking why my water bill keeps increasing, despite using the same amount of water, and have yet to receive a clear answer. It’s beyond frustrating that they cannot address this issue, leaving customers like myself in the dark. I sincerely hope that competition rises in this industry to hold companies like this accountable, as it seems they’re more interested in squeezing their customers for more money than offering quality service. If you value transparency and reliable customer support, I suggest you look elsewhere.
This company Sucks 5x attempt to change a water meter over 1 years, Still no water meter fix
I set up a payment plan as I had done previously without any problems. I have always paid on time through their continuous payment plan that they set up on their website. I received my most recent bill and began the payment plan in October. Before the second payment was debited on the agreed date, a report was sent to TransUnion for a missed payment. My second payment proceeded to come out on the agreed date. Prior to this I had received two letters which were almost threatening in nature, advising to move to direct debit or it would affect my credit file if I missed a payment. I completely disregarded this as I knew I would always adhere to the payment plan. Was I to interpret the letter as a payment plan will completely destroy your credit file regardless? It seems that there is less penalty for simply avoiding paying your bill for a few months than sensibly setting up a payment plan. I will update when I receive a response from my complaint through Resolver.
Just came on board as new customer. Had issues setting up my direct debit online. Went through the chat and a lovely agent called Rhys helped me solve the issue. Really friendly and efficient. Can’t comment on anything else as I literally just joined them. But so far the customer service is great. Thanks for your help
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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