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.
I received my Latest Bill, and was informed, of a large reduction in my Direct Debit. This worries me, as I do not wish to be hit with a large bill sometime in the future, I therefore requested an intermediate level. This was immediately set in motion,
Despite my long wait for the advisor (about 25 minutes), I was satisfied with the solution to my issue of restoring direct debit and transferring it to my new bank account. The communication process was quick and successful.
High bills ...email to suggest a possible leak as only family of 2 efficient and helpful chat with an online member. Monitored meter readings over 20 min period ..site visit arranged to check supply and we will see what happens !
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
My enquiry was all through chat. In August we had a bill for £539 fir 6 months. Which was very high but we did fill a swimming pool of a reasonable size. Last night I thought I could hear running water under pressure. Builders cam today had to cut a whole in brickwork to find a badly leaking pipe that had been running since we think June. I used chat thinking I must be able to get a refund for that August bill and the one that will be coming. The water bill is charged in two parts. Water used and waste water. Waste is more expensive and as the leaked water didn't go to waste hence the refund. The chat lady was very helpful and resolved the problem quickly and sympathetically. Yes I was entitles to a refund and they will base my meter readings over two weeks to work out the refund. I hope this help others who have a similar problem that a refund will be made for leaks of two sorts internal and external. Thanks Ankintha the chat person.
Very helpfull on chat answered all my questions
FRAUD ALERT: Home Serve and Affinity Water – A Total Scam! I was sold the Home Serve scam through Affinity Water, and it's been nothing but a nightmare! After paying for months without needing service, I finally requested help and was given a ridiculous time frame of 8 a.m. to 6 p.m. – who does that? Red flag number one! After that, they narrowed it to 8 a.m. to noon, but it only got worse from there. We took time off work and waited all day. No one showed up. When we called, they had the nerve to tell us the engineer had come by, but couldn’t provide any proof when we asked for it. They re-scheduled, and re-scheduled, and re-scheduled again. We lost DAYS waiting for them, and they never came. It’s clearly a scam – they’ll take your money and leave you hanging. Avoid Home Serve at all costs! Affinity Water should be ashamed for selling this con to their customers – it seems obvious they’re getting a kickback from this scam. Do yourself a favor and stay far away from this fraudulent operation!
Unbelievably Affinity water have taken another £43 off my debit card despite having a zero balance with them. This is the second time they have done this despite calling me to apologise last month and the second time they have taken me overdrawn with my bank. I will complain again but I expect they 'wont receive my email'. My credit score has been destroyed by affinity water.
I just moved into a new flat, a single one-bed flat by myself, and Affinity Water is charging me the equivalent of a three-person household!!! I've sent several emails to complain and when I spoke to them on the phone the staff were extremely unhelpful with "nothing I or my supervisor can do". Their excuse is they don't know how much water I would be using and I can tell you not enough for a three-person household! I have yet to receive an email response after waiting a month! two weeks per email! Reported them to CCW!
The poor level of service from Affinity Waters customer service team is appalling. They only provide messaging via Whats App, they do not call you to discuss anything. Since a repair to the water main in the road outside my home, our water supply gradually declined in pressure and flow rate, when last Saturday we had no water at all. I had to call out a Plumber who pinpointed the issue to sand and small stones being pushed into my homes pipework system, which came from the water repair done by AF engineers. I contacted AF customer service to ask for the reimbursement of the £230 it cost to call out a plumber, which they have today declined to do. So I will now be contacting OFWAT to get this resolved for me. Do not expect any support or financial assistance from AF when they are at fault! An update: I have since been contacted by Affinity Water again, whereby the stated they would pay 50% of the cost I incurred by calling a Plumber out to my home to deal with the loss of the water supply in my home, which I told them is not good enough and declined their offer. Overall a very challenging experience with AW’s customer service Team Leaders! The Government must take away the monopoly these water companies hold over their customers, by NOT being able to change to another better performing supplier, when they choose too!
The customer support team's ability to understand my concern and promptly provide the necessary solution is commendable.
We have still lead pipes in our building, nobody cares - not the Landlord [housing association - Peabody [they took over from Aldwyck]] and not the water company itself, Affinity, but as soon you want to stop paying they hunt you down for every single penny. The water smells, is undrinkable at times - without a strong filter you can't use it daily for your coffee/tea. If I drink the water more than 3 days in the row [without using a filter], I get strong headaches and my kidneys acting up [and this for years already], and again: Nobody cares. Don't get me started on the sewage releases in our rivers and seas, in the past years. Regards, a tired and angry customer.
Affinity Water turned up out of the blue without any communication what so ever to dig up the path in front of my house while I have builders in and out constantly with huge amounts of rubble, making access impossible! When I explained this to their workman they understood and contacted Affinity to try and rearrange only to be told to continue with the job. If I had been given notice of this work I would have moved the date for the builders to start work? Affinity Waters lack of communication and understanding is an absolute disgrace!
Awful company. Water quality is diabolical - usually tastes like a swimming pool after a children’s swimming class. Prices are gouging and their billing system so suck a fat one. They’ll call you multiple times per day BEFORE your bill is due and THEIR online billing system takes 5 days to register a payment. So they think they have a right to harass their customers to get an early payment. Thank god I know long have to deal with this leech of a company.
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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