Excellent service
Excellent service

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.
Excellent service
I reported a broken meter cover on the pavement which was hazardous. The repair was prioritised and actioned quickly and I was kept informed throughout.
I payed every month @£68 for a single person who live in a 2 beds flat. Why that ? I am to work every day 10 h/day. Why l must to pay so much l don’t know. However….l payed but l am very disappointed.
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★.
Just received my latest bill and it’s honestly a joke. How can basic water be this expensive? It’s not like we have a choice of provider — this is a monopoly, and the charges are bordering on criminal. Who are we really paying here? The infrastructure hasn’t changed, yet prices keep climbing. This feels like legalized theft, all rubber-stamped by Ofwat under the usual excuse of "essential works" or "investment." Affinity Water’s so-called support is a front. Their idea of “help” includes encouraging customers to set up deductions straight from their benefits — not because they care about easing hardship, but because it locks in guaranteed payments for them. The thinking behind that is absolutely disgusting: targeting the most financially vulnerable just to secure profits. Meanwhile, if you look at their latest Directors' Remuneration Report (easily found on their own website), you’ll see the leadership is still pocketing performance bonuses — bonuses for supplying water, a basic human right that people are struggling to afford. People are being squeezed while profits are protected. And if profits dip? Prices are hiked to make sure targets are still met. It’s all cleverly packaged, legally protected, and completely soulless. This country needs to wake up and start asking serious questions about who these companies really serve — because it certainly isn't the customer. And no, I’m not interested in a friendly chat about how you can "help." The system is the problem. 13th May, 2025 I don’t have any reach out directly contact! I have got the usual pretence to help but please respond exactly to my post on here and contest it please.
I am being generous giving 1 star as they don’t care about their customers as there is no competition.
Like many people, I have been taken by surprise by the 29% increase in my cleanwater bill and by an increase of 41% in wastewater his April. Apparently all approved by OFWAT. It has now been suggested that I look at getting a water meter. The first available appointment for a 'survey' is end September 2025, then after that I may have to wait 90 days for a 'fitting'. However, there might be cancellations and slots available earlier as long as I check back everyday. Do I have time to do that as a single working mum along with everything else I have to do? It seems as a customer, where we actually have no choice in supplier, Affinity Water can act in the interest of itself rather than the consumer. They have a monopoly and we are powerless.
Unbelievable how bad your customer service agent was, simple inquiries about a leakage allowance on my bill. I was advised by the Technician to contact affinity, when the leak had been repaired which it has, the customer service agent couldn’t grasp this information, and stumbled on a answer off I read the meter myself. Explaining it’s outside on a council pavement which I can’t get access, that’s why I was informed a technician was going to call in the first place, so I assume I’m still paying more then I need to.
They don't even deserve a star. I moved to my current property 4 years ago and when I set up the account I found out I was going to be charged double the price I was paying in the previous property (same people, same property size). I was told I would need to have a water meter reading installed to be charged for the actual amount of water used. However, I found out they've been at the block of flats on different occasions and they were unable to install one. After calling the company and request for someone to come to my flat to have a look, I had to wait for more than a month to get an appointment. Finally, someone came, wonder around the flat for 1 minute, took some pictures and told me he would send a report and I would be charged based of the number of people living at the property which is what I was suggesting and expected when I first moved in. I feel robbed and I want now a compensation!!!!!! Disgraceful service! I provided all details as requested and I'm still waiting for someone to contact me!
Received a water bill of over £640. Considering I live on my own in a 1 bedroom flat, this is utterly ridiculous. I applied via Affinity Water's website for a water meter on the 21st February. I was advised I would get confirmation of my appointment. It never came. I spoke to an advisor on live chat, and I was told I WOULD receive confirmation of the appointment in due course. It never came. I then sent an email explaining that I've never received confirmation of any water meter appointment and when to expect my appointment. No reply came. Until today. And that was to say that an engineer had attempted to visit my property to install the water meter, and could not access the property. Well of course not! I didn't know I had an appointment, because no appointment was ever confirmed! Speaking to customer services via phone today, I now have to wait FOUR MONTHS until August for my replacement appointment, which is bitterly disappointing, when I am desperately trying to get more representative bills for my usage. Furthermore, my phone number and email were checked, and I was told I would receive confirmation of my appointment. Guess what? No confirmation has come! This is absolutely painful.
I’m giving Affinity Water 1 star due to poor customer service and a significant price increase of 22% from last year. The water quality has worsened as tgey changed the supply and we couldn’t see any kind of improvements in our area except for repairing…and repaing again burst pipes. When I inquired about the price hike I received generic responses with no real explanation saying that they use every penny for improvement and enviroment - I’m expecting some real facts. Additionally, despite requesting a water meter installation to manage costs, the earliest appointment they offered was in October - now is April. This level of service is unacceptable. I will pay the bill whenever they will deserve those money !
1 star because of Hanna! I called from Hemel on 20th March 2025, to activate my account, tell her I’m disappointed- check my call log for the account and another of her colleague, they didn’t activate my account, they pretended to understand what I was saying and never made my account live. I don’t know how clear one can be, I just don’t understand why the lousy service. Thankfully a lad named Tyler has sorted this out today 23/04/25. Simple request and these people don’t get it. I’m super pissed because I have to wait another 14 days to know how much my bill is and to book a meter installation, and I have a little one at home. do better! I’m not happy with the service.
Shocking is an understatement. An ongoing back and forth over 30 days and still no resolution. It is like speaking to parrots the repeat the same false information of resolution. Doesnt matter what day or time you call in they will tell you it will be resolved by Friday. Installed my water meter in 2021 and still have been charging the stand alone rate as they realised my usage will require a reduction in my bill. Upon querying they said they wont back date a refund to 2022 and will only back date to 2023. At no fault of my own, I have called in weekly for 4 weeks to listen to the sing along song of 'it will be fixed on Friday, you will receive a refund Friday' If a customer doesnt pay a bill they send the baliffs to collect. But when a customer is owed money you have to go through a monumental sing along and time waste. So finally today I asked for a data request of my account, behold another sing along 'Somebody will call you in 24 hrs' I have heard that one before. Daylight robbery to say the least.
I moved house on 8th of March and had not hot water until the 10th of march. , All the while, I was bathing at my sister’s house and could not use the washing machine as it was not connected yet but, Affinity has sent me a letter advising me that I have used more water than ever before so increased my bill. This is the first time I will be calling them and not looking forward to it after reading some of the reviews.
I am on benefits after suffering a serious illness. I made a claim to Affinity for the so called help they provide. I got in touch with the council and Citizens advice. They directed me to fill the form which Affinity have on their website. It's been quite a while now, I did not hear back from them. I applied again today (18/04/25) part of the procedure was to give them my customer Ref: number. I went to search on my email for their correspondence and found several emails. I got the number, and Behold I found a rejection email for my claim asking for more details. I don't know how but they sent that email incognito which I never saw. Let's see what tricks they play now because I just submitted my application with all the evidence. I shall write back, please look out for my upcoming review. Regards, P.s. I don't know why no one as yet reported them to the Ombudsman. Maybe I will, let's see what happens first.
HELLLLP I now have bad credit due to these amateurs advising me wrong
The purpose of the phone call was to query a bill receipt, but more importantly to order the installation of a water meter. It took several times longer than necessary because as a British-born customer I could not understand the strong Asian accent of the Affinity operative. Questions had to be repeated 3 or so times with requests that answers be repeated constantly in order to complete the conversation. Affinity is not alone in appearing to use overseas call centres, but it becomes embarrassing for both customer and operative.
Back in September 2024, Affinity drew up and agreed a DD payment plan with me amounting to £30 p/m for the next six months. Without warning, they decided to abuse their access to my money and take almost double the amount we had agreed (and THEY had written down in black and white) despite me being in credit with them. If they desperately needed the extra money, why not use some of the built-up credit in the account? I cancelled the DD and changed it to a standing order for £30 per month instead - that way, I was sticking to their agreement but taking control of the money going out of the my account since they couldn’t be trusted to do so. In spite, Affinity placed black marks against my name with Transunion and I have now been declined for a mortgage. I’m three weeks in to calling Affinity almost every day to have the marks removed - I have made around twelve phone calls so far - but they’re dragging their heels. Conveniently, there’s no direct line to the complaints team and once you’ve submitted a complaint, it’s just a waiting game. The website states that they try and take around ten working days to resolve issues but I’ve since found out that they’re actually taking around twenty days. All the while, I am still in credit with this company who seem to think it’s ok to keep more than is owed to them, have a tantrum because they’re not getting their money as THEY would like it and damaging my financial reputation. The matter has been escalated to CWC and OFWAT though I’m not hopeful that they’ll be any good. As long as the CEOs and shareholders are ok though, right?
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.