When are you going to fix the Leak out…
When are you going to fix the Leak out side my flat because it is getting worse

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.
When are you going to fix the Leak out side my flat because it is getting worse
I would give 0 if I could. I waited for 2 hours and still did not get through to them on my phone. I looked at other review and cannot believe how good some of them are after waiting that long
So I moved to this property on 29th of June 2024. I received my first water bill on 25th of September and I had to pay £31 and £186 (Toal £217) for just 3 months. It is a studio apartment and I am living with my wife. This amount was ridiculous. There was no way for me to access the water meter as an engineer from Affinity water takes meter reading twice in a year so I didn’t have any starting reading. They estimated number and charged me this. Recently I received the bills from 25 September 2024 to 25th March 2025. Total bill is for this 6 months is £217. I contacted your live support and ask to deduct the amount I paid for the first bill from this bill. He reviewed my details and told me that yeah I can see that you’ve been using way less than the amount mentioned in the first bill. I am raising a ticket and we’ll review this bill, deduct the amount you paid extra, and get back to you soon. It might take a week to update it. Now I received the bill again, but the amount is same. Can someone please help me with that? I am not gonna pay this extra money that I haven’t used.
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Shocking call centre setup. Despite being encouraged to use online service for moving home, the website feedback was unable to process... Tried to call in multiple times, last attempt +30 min waiting and no answer, requested call back (messages says target 15 min, +1 hour still no call.
Affinity Water invited me to be processed in the interview selection for Production Technician at Egham Water Treatment Works. They completely wasted my time and I got the impression that I was there to make up the interview candidate numbers. I have 17 years experience with working for two other water companies in electrical biased engineering with mechanical. 37 years total experience working in engineering. I’m fully qualified and competent. I’m currently working as a maintenance manager. They let the technician not the manager have the final deciding say in if I get the job or not. The technician failed me irrespective that I did everything correctly in the practical assessment. That’s very unprofessional as it allows the technician to select who he wants to work with depending on who he likes the most. From this experience Affinity Water will lose out on having a very highly skilled, competent electrical engineer work for them.
On hold for 60 mins to be cut off. Had my closing bill after moving which states I'm in credit and to contact them to get it back. Left me on hold for 61 minutes to then pick up the phone then cut me off. If I owed them money for my bill they would be threatening with debt collectors but when they owe you money you can never get hold of them. Absolute shambles of a company
Asked affinity water if they would be able to send pdfs of a couple of previous water bills, as I wanted to compare my water usage. You can see c.6 old statements online however, as I had I water leak previous bill, the available online statements were resolving that issue.I explained this in my email. Affinity sent me an email with snippets of how to access the statements that don't show what I need and then of an excel spreadsheet of old meter readings. They then said they couldn't send old bills unless I paid an £8 charge. Utter nonsense. I took longer to write the email back than it would have done to send the water bills I asked for.
Affinity water staff trespassed my property and fitted a water meter without my consent, not to mention they damaged one of my plants in the front garden, which I have now had to get rid of, as it stopped flowering. I complained to them and it has fallen on deaf ears. They even had the audacity to send me a survey to rate the service. Obviously I did not give them a good feedback. However, still no response and this is now 9 months ago. It's a real shame that they have the monopoly to serve water in my area. I wish we could choose a different supplier, like r can work gas, electricity, broadband etc.. AFFINITY WATER ARE THE WORST COMPANY I HAVE EVER COME ACROSS!
Affinity water have no idea what they are doing. I asked for a meter to be fitted for the 2nd time. After being told now that I cannot have one fitted for no fault of mine there are charging me almost 400 pounds a year. I live in a block of 16 flats where my neighbours have had the increase to 20 pounds per month with a meter. The engineer said my bill would be reduced but the customer service lady got frustrated with not being able to explain why this had not happened and gave me irrelevant information as to why the rip off. I asked her to escalate my complaint and asked for the complaints procedure and the ombudsman and was put on hold for 15 minutes before being told someone would call next day after 2pm. Still waiting ✋️ but I'm patient and will take this all the way. It is now 21st of May and I have received one phone call to acknowledge my complaint.
The response time of moving my account when I moved house
So, so impressed and grateful for the help I received today from Marianne at Affinity Water. She was kind, patient and very efficient; I cannot thank her her enough. Thank You Affinity Water for your competent Staff!
Brilliant Job and such a polite caring team.
Was told Affinity was going to attend to fit water meter however no one turned up. But was called next day to apologise for the missed appointment. Was re scheduled for over a month later! Only good thing was a credit of £20 applied to account for inconvenience caused. Fingers crossed they turn up for the appointment.
Brilliant service
Lack of sensible communication 3 weeks communication too and frow. Gave up in the end !
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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