The consultant listened to us and all…
The consultant listened to us and all the questions we had was professionally dealt with !! Please recruit more of same

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 consultant listened to us and all the questions we had was professionally dealt with !! Please recruit more of same
WHEN YOU GET THIS NEW METER, YOU ARE SUPPOSED TO TELL THEM - IT IS IMPOSSIBLE FOR THEM APPARENTLY TO TELL THEMSELVES. OK SO YOU PLAY THE GAME AND TRY TO LOG IN TO INFORM THEM OF ABOVE, FIRST OF, YOU REALISE YOU CANNOT WORK OUT WHETHER THE 5 IS REALLY A 6 IN YOUR ACCOUNT NUMBER. THEN YOUR ACCOUNT NUMBER HAS A FIGURE AT THE END OF IT THAT IS NOWHERE ON YOUR KEY BOARD - YEAH I KNOW SOMEWHERE THERE IS A DIALOGUE BOX THAT HOLDS ALL THESE REALLY WEIRD FIGURES BUT I CANNOT REMEMBER WHERE!!!!!! SO YOU LOOK FOR A SIMPLE EMAIL WAY OF DOING ALL THIS AND FIND YOU CANNOT, SO SORRY AFFINITY NOT PLAYING THE GAME YOU CAN TELL ME WHAT I OWE, AND IF I DISAGREE I WILL PAY ACCORDINGLY ON MY NEXT BILL.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Company have kept us informed via sms and emails. Water leak reported workman came around and accessed issue leak has become bigger reported it again fresh water only workman came around again to confirm that it has spread more leaks over the path . Work cannot start until you have permission from other work force who are working on the main road . It’s such a shame so much clean water is being wasted . The agents we have spoken too are very helpful with the issue but we are awaiting the job to go ahead for the repair
The operatives were helpful and accommodating
Affinity water which is especially esteemed establishment doing very well.
Very response reference Telephone Discussion thank you j Williams
No transparency on the charges being debited and the usage. Need more clarity on it.
Very helpful call handler - made my house move so much easier than other Utility providers
Affinity closed my account without permission or a satisfactory explanation. Why?
Affinity just don't care about anyone. Happy to bump up your bills over double the original price. Can't get hold of them and when you do get hold of them they have NO IDEA what they're talking about. Its a constant circle of crap and useless answers. Do NOT trust a word these people say. Sly underhanded tactics to get you to pay more.
Unbeknownst to me, I have been on some archaic tariff where as a si file person I get charged the same as a household of 10. Paying £85 a month for water and accidentally found out when a neighbour lamented that her bill had gone up. She has children. The kicker was, her bill was less than mine. I called affinity who explained some archaic billing established in the 60s or something. She said I would be better off on a meter. An engineer was arranged about 2 months ago and he showed up 20 minutes early when I was trying to get ready for work at 7.40am. I told him I had to get dressed before I let him in. He said he could not wait. The purpose of the visit was to put me on a metre and save me £500 a year given my consumption level. The truth of the matter is affinity water are not vocal about this and getting people on right tariffs that saves costs because it affects their bottom line. They also have ignored my follow up emails on thjs and have an active complaint number 607/0/00558/0150RISM! Why because putting me on a more affordable tarifff will affect their profits. I have therefore cancelled my direct debit for the first time in 20 years! No doubt this will get all concerns raised and the need to contact me because I am not paying to continue being on this tariff and they have refused to resend someone over because in doing so it affects their profit margins! Update 24/06/25 Despite providing your own complaint reference you still ask for a customer number. I raised this concerns in January and to provide me a resolution to bring my billing down in End July and or October to help bring my billing down completely tells me you are not trying to save customers money but really and truly continue from stealing from single people!!!!
Asked for a water meter to be fitted two months ago and still not had it done Just trying to do my bit to save water and no help
Prices Double overnight , you pay 50 £ for a small studio single ocupant per month , you ask for a meeter to be fited in your flat? no problem next avalible appointment is 8-9 months away until then pay what they ask you for , they never confrim your appointments just GREEADY COMPANY, AVOID AT ALL COSTS
Absolutely disgusting behaviour from affinity water customer service. Theyre rude and uncaring about anything. Twice I have called as I am having a stressful situation trying to get an account off my exs name. The first time the agent was so rude and told me there was nothing I could do about it. Even though the money was coming from my account and not hers. The 2nd time they closed her account. Price hiked the water to 85 a month for a single occupant and won't send out someone to fit a water meter until December (7 months) its day light robbery and they know it. There are no other water suppliers in my area at least so they can do what they want and they're robbing people blind. Absolutely despicable behaviour!! Editing following the generic reply. For others records they haven't reached out to me directly. Theyre saying this to save face it seems. Im not sure what other detail I can give you. You're charging people extortionate amounts for water and charging people the same whether they live alone or with a family of 5. You cant come see my property to assess if I can have a water meter for over 6 months which is convenient giving im having to pay so much money in the meantime. Honestly it makes me feel sick the way they operate. Board members and senior execs take home insane bonuses whilst they continue to exploit the people and do nothing to fix their own errors like leaks and waste disposal. How the uk government allow you cowboys to continue to operate is disgusting. How you have monopolised the water supply so we have no choice but to pay you outrage sums of money!
We had a problem with no water supply into our flat in St Albans I spoke to Daniella in Operations. She listened and within 90 mins an engineer arrived and solved the problem. Both Daniella and the Engineer were really helpful. Can’t thank them both enough. 5 star service.
Crooks all the way. I have been disputing the bill as I am live by myself and still pay the same amount as my neighbours who are two of them and live in the same exact kind of flat, they don't receive any discount and use twice the amount of water and have no water metter reading so it is really unfair for me to pay the same amount as them. Because I dared asking why, Affinity decided to affect my credit score despite me making regular payments. I am now raising a case with Ombudsman. Edit for Tamara: I have already wasted my energy on the phone with your team on two occasions. If you guys can’t act right when we contact you then don’t pretend you’ll act right because we’re leaving a review that you do not like for the public to see.
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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