They kept me update with all new improvements …
They kept me update with offers/ideas to reduce my water usage inturn helping to keep bills down and helping the environment at the same time

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.
They kept me update with offers/ideas to reduce my water usage inturn helping to keep bills down and helping the environment at the same time
I am writing to inform you that I vacated the property at 10A Hamilton Road on 17th April 2025. At that time, I closed my account and settled the final balance of £26.40, which has already been paid. However, I have now received a bill for £31.34 covering the period from 17th April 2025 to 6th May 2025. Please note that I was no longer residing at the property during this period. I was living with a friend and therefore did not use any of your services at the above address. As such, I kindly request that this bill be cancelled as it is not applicable to me. Please update your records to reflect the correct move-out date and confirm that no further charges will be applied to my account. Thank you for your prompt attention to this matter.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Excessive increase in the direct debit. If not reduced for July payment I'll cancel it and dig a borehole. Pity they can't even spell my name correctly.
Phoned regarding sewage smell in bathroom put though to person who repeated time after time the same question. Get plumber in also that I should go out and lift man hole to see if it’s blocked as they do not come out to lift man hole Seems waste of time ringing
Useless, terrible. Booked water meter install, got reminder the day before, but no one turned up. No call to apologise and reschedule. Tried calling them and got cut off 4 times. We are paying almost double of what we should pay with a meter No wonder they don't want them installed, so they can keep how much leaks.
Further to this review submitted yesterday, please could either Becky or Freya who initially responded, explain why their responses appear to have been deleted. I have submitted the further information they requested. In March Affinity water decided to replace a perfectly working meter with a 'smart' meter. Not at our request. Unfortunately due to the incompetency of the fitter dirt and debris entered our water supply, compromised the heating boiler meaning we had intermittent hot water, then none. We had to get Vaillant in twice to clear debris from filter in boiler. Toilet cistern still leaking due to grit and taps hard to turn off. Complaint submitted on 30th March. Short call from a woman 3 weeks ago. No further forward with repair or compensation. We had no issues prior to meter change but we've been left to sort out the issues. Customer service don't seem to see any urgency in rectifying the problem but we keep receiving emails on how to save water while we are still wasting it daily! Next stage CCW.
Despite selling my old house a year ago Affinity water are chasing me for payments for water used after I felt the property. They even sent me a final statement showing they owe me money. I am yet to receive that and now they have attacked my credit file!! How clueless are these people! After numerous calls and apologies it’s still going on. So I am now looking to sue these clowns in the courts for my previous time and defamation of character!!
I called 0345 357 2401 and picked option 4 to give a meter reading. It said it would send a text with a link. I followed the link which I thought would lead to a simple screen to enter the meter reading. Instead it went straight to your website where you are advised to call the number above and submit a reading over the phone!!
We had to wait 2 months to have a water meter survey. The survey goes ok. This is a Friday. On the Monday we get a call from Affinity to say they’re coming out Tuesday to “do the dig”, but at such short notice I couldn’t have anyone there to get access to my property. They agreed to call back with a possible date of today (Friday). No call back, and following numerous calls they offer me October 29th! No choice but to take it. Absolutely the most inefficient, ineffective, company I have ever had the misfortune to deal with.
On March 6 I made an appointment with Affinity to have a water meter fitted they did not show so I was rebooked for the 13th Before that date I was informed by Affinity that that booking was done on the wrong system and they couldn’t get to me before May 15 I called them around midday on that date to find out when to expect them to arrive and after that holding on for 10 minutes while someone looked into the problem the phone went dead I rang again and was told that the appointment was cancelled and they can reschedule for the 28th of October This to me seems like a company that can basically get away with anything because they have no opposition I feel very sorry for the people who have to deal with the customers calling as it’s not their fault it is much higher up
Absolutely Appalling supplier - no way of contacting them, no phone numbers on website & google contact number goes round in endless repeat loops.
I had a leak on my outdoor tap. While on the affinity water website i found they have a program where they can fix some leaks for free. I've sent them a video and they booked me in within 2 weeks. Today a plumber called Graham came as planned and fixed it. It looks like it worked plus they give you a 3 month warranty. I was quite happy with the communication throughout and it saved me a fair amount of money.
Useless customer service. They have 4 options on click to chat but if you select 'other' ie not billing, moving home etc you still end up at the billing team. After waiting some time you 'chat' to someone who is on the billing team and can't answer any queries nor respond to yours in any decent amount of time. The answer seems to be to call a number for 'operations'. Guess what - that is the call centre version of the same 'billing' team. Waited for over ten mins. The option for a call back doesnt work. The recorded message said it would be 9 minutes, then changed to 11 minutes, then to 13 minutes. I think there is one person sitting at the back end having a giggle over how long they can give a customer the runaround for. Given up. If you have a choice of water suppliers I wouldn't recommend affinity.
Fitted new meter several years ago. Came to read it. They are in manhole. Forgotten which meter is mine!! So want to come again and try nine meters until they find mine.i have to watch for my water stopping. Just had a bill so how did they know which meter to used? Contacted them online via chat. Sent them photos to find their meters. They Promised to use this to get real reading. Fingers crossed...
Hi, I am writing because I will move out on the 2nd of August, but I have been charged 122.88 pounds for water for half a year. The fee will end on the 30th of September, going beyond my living date. Therefore, I need to know how to deal with it and refund the extra bill I have already paid.
I booked to have a survey to fit a water meter. They messed me around with dates and finally set a date well in the future and gave me a 5 hour window in which they would come. Needless to say no one arrived and nothing was heard from them. Typical Useless water company.
Moved into a house that did not have water supplied by Affinity and even had an email stating that fact. I was, in fact, supplied by a retailer as the property was previously 'non household'. After finally managing to convince the retailer and Affinity that I was a household Affinity decided to charge me from before I was a customer even though I'd already paid the retailer. I'm currently into their stage 2 complaint procedure trying to get an explanation.
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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