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.
Their website might have been designed around the year 2000. It automatically blocks anyone outside the UK from accessing (very helpful for a landlord living abroad trying to pay the bill) and with VPN on is simply too slow to process payments.
I asked a refund via online and they will transfer to my bank account between 3-5 working days.
Engineer called on time and was extremely friendly and helpful. When on line to record new meter reading and meter serial number and hopefully our problem has been resolved thanks
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Today when I asked the adviser to reduce my monthly payment, he told me that if am in receipt of any benefit he can reduce it, so I was happy to fill out a discount form online for purpose of reduction.
The account was eventually set up. I had to wait a long time to switch from web chat to a sentient being.
I had a query and it was dealt with very promptly by a customer advisor.
Great company resolved the leak outside my property quickly
it worked well. Good customer service
All my questions were answered. Staff very geared up and fast response.
Can't get threw on the phone also took 1.5hrs to speak to someone on chat bot. Call back service not working.
Forced to move to a metre couple of years back. Bills are now at least 3x what they were. In addition, You’d think you could find information on daily/weekly/monthly usage being on a metre, just as the other utilities do. This would help with conserving water. Nope, it’s every six months when you get a bill! Terrible.
Yesterday I had a query for Affinity regarding the water supplied to my home which I knew would not be the usual type with which they had to deal. When I started communicating with their chatline, I feared I would be going into a black-hole communicating with a robot, and getting nowhere. I was very pleasantly surprised when I was switched to a real person who asked relevant questions and progressed my query effectively. I then had to deal with a work problem of my own and got timed out. I went straight back into the communication chain, worried that I might have to start the process again but it continued seamlessly with another person who then set up what was needed to be done. My faith restored in systems and real people. Many thanks to Gareth and Azaria!
So we were forced to start individual water charges, but have also had to pay for Communal Water. Surprise Surprise you have been charging both parties for the same water supply. Doubling your income for the same supply, well in fact more that doubling. Having complained I received a call from a Ryan, who told me that I should be grateful that I am on a "social rate".. not understanding that we have been paying twice for the same water.
I needed to change the account from my father to myself. Couldn't have been easier, thank you! Southern water made me feel i was being a nuisance rather than wanting to give them money.
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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