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.
Was never in formed I was going to a water meter since august 24 I set up set up a standing order December2024 to pay £21a month in but was told not done in June 2025 i do have a confirmation e mail from you. I called June as received e mail and was told no standing order-set up I set up a direct debit told have to pay £30 a month
The staff at affinity water are polite and helpful however my problem is still not resolved. I asked for a new meter that has yet to materelise. As these problems started with a misreading with the old one. Affinity Water need to listen more and do more to resolve any issue quickly.
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
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
Meter not being read for two years but appreciated the refund
water supply very good have a concern about things we don't see polution of rivers etc.I am one that believes in water public ownership
2 complaints 1) some one knocked on my door saying he was from affinity water wanting to test my water pressure i told him to clear off .he was i discovered from you but surely in this day and age an appointment would be made 2) my direct debit has been increased i was not told
Still none the wiser I’m afraid , no feedback since I reported the issue over a week ago
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.
We will see!
Water leaks all around Rickmansworth so you have lots to do to get 5 stars
Still waiting for work to be done.
Waiting to see as told bill larger this month, Why and how much
Polution of our rivers and waterways. We pay you to do a good job. Not to award yourselves huge salaries and at the same time causing polution
I had the BEST call with the nicest lady...wish I had taken her name. I had to escalate my complaint to LEVEL 2 (remember that if you have an issue, 3rd level is the ombudsman but they have to refer you to them). They apologised, they actually had taken 1 picture of my meter and advised they DO OWE ME MONEY and that it would be back in my bank in 5-10 days. I couldn't be happier to get this result, the job worths that I had spoken to up until this point thought I just didn't want to pay my bill! Justice is served and all I can say is stick by your guns if you know your right! Patience and preservation pays in the end ❤️
The first time it takes too long to connect with an agent. after nearly an hour, they contacted me but I did not notice it. Then after 10min the chat was closed. I then again restarted the chat and the response was quick. May be under staffed on a Friday evening. Thanks Salman for your quick actions.
I was trying to close my elderly mothers account on line as she had sold her house and moved out, which I could not do, so I started a live chat. After waiting 30 minutes I gave up and tried the first thing the following morning, where after a short wait, Helen, picked up my chat request. After initially dismissing my request and a me giving her fuller explanation of the situation, she dealt with the issue very promptly and efficiently. So all in all quite satisfied the service, mainly thanks to Helens professionalism
The lady I spoke to wasn’t very helpful; I live by myself in a 1 bedroom flat, barely there and I am very careful with water, it says online I’ve used 703 litres of waters which is impossible! And instead of getting someone out or look into it’, I’ve got to pay £365 and then they may refund me, sorry, I’m not happy about this, i a can’t afford this
The customer service is quite good. The chat system is slow but gets there. I had extraordinary high meter reading and I was not informed. My DD was raised from £20-£150 per month. They should have informed me by phone and post immediately, they did not. Customer service sorted the mess out.
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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