Awful
Awful! It routinely takes 40 mins or more to talk to a customer agent. Despite multiple requests to update details, they have failed.

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.
Awful! It routinely takes 40 mins or more to talk to a customer agent. Despite multiple requests to update details, they have failed.
I was paying more because I'd had a leak. I should have got it sorted much sooner. The call advisor was extremely helpful, told me about help that I could get and also redcued my monthly payment straight away as I'd paid off the excess. Very helpful, professional, knowledgeable and friendly.
1000 pounds for a single occupant in a small bedroom flat and the customer service is doing absolutely nothing. If you find a flat that is serving Affinity water just go away and leave unless you have a good solicitor. Awful!
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
I’m a new customer [not by choice]. I waited 20 minutes to be connected via chat. The advisor, Omy, was slow to respond and seemed unwilling to answer straightforward questions. Then he simply left – freezing the conversation. Now, if I try to call, I’m told there’s a 30-minute wait! Honestly, I’d rather use tap water at the gym and buy bottled water than deal with this company.
Tried to respond to Affinity Water to explain about my payments. Couldn't speak to a human. Spent 20 minutes waiting the first time I called then tried the 'call back' service, nobody called me back after 20 minutes. Nowhere on the web site is there an opportunity to contact the company. None of the options apply to my query. Do Affinity Water think I've got nothing better to do than try to contact them to sort out my account? If they want my money, they had better make it a lot easier. I'm busy too...
I spoke to an associate who confirmed that they had set up a direct debit monthly payment instead of an annual one. However, I was still charged for the full year. I then used the chat function, which took the representative 7 minutes to respond without any apologies and being quite rude. The chat then crashed, leaving me unsure if my query had been resolved.
Raksana is absolutely amazing; she helped me with a recent problem and ensured that it will get sorted asap.
Easy process
i have already filled in your questions in a previous submission Pleas do not send this again.
Very helpful and quickly answered my questions on water savings
My problem was resolved very efficiently by the team leader Kim.
Very quick to deal with my application for a reduced bill because of low income. Much appreciated.
Never had issues with Affinity Water, they replaced my broken stop tap when I moved here, then replaced it with a meter, when that became unreadable a smart water meter was fitted. All good. It would be even better, and I would have awarded 5*, if they fixed leaks on the road as quickly as they keep sending me emails to economise on my water usage.
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.
This profile hasn't been claimed by the business owner.