You telephone to apologise for muddles. We make a new appointment to fix a meter. You send two emails confirming appointment followed by an email cancelling it. Then someone turns up on cancelle... See more
Company replied
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Review summary
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Reviews shaping this summary
I am a new client. The officer that took my call wasn’t informed enough to answer my questions regarding charge versus usage, etc. I had no choice but to sign up, and yet I have no information on how... See more
Company replied
I’m new to Affinity Water, so far been easy enough to deal with. Unsure about their direct debit procedure, set up a monthly amount but first payment taken was less than expected ! Would like to see... See more
Company replied
The first telephone enquiry, well the person who took the call wasn't helpful but all subsequent contact was great. Appointment was given, meter fixed and billing explained
Company replied
Company details
- #16 of 16 best companies in Water utility company
Written by the company
We're committed to taking care of your water. We supply high-quality drinking water to 3.9 million customers. From finding and fixing leaks fast, to reducing what we take from the environment, we're doing everything we can to save water For out of hours support, please visit our website at affinitywater.co.uk
Contact info
Tamblin Way, AL10 9EZ, Hatfield, United Kingdom
- affinitywater.co.uk
3.4
Average
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
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I repoted very high bills
I repoted very high bills. we are only 2 of us.
nothing is being done.
2 April 2026
Reply from Affinity Water
Hi Customer Zafar, thank you for taking the time to leave your feedback. We appreciate [hearing about your experience as it helps us what we're doing well and what we can improve.
We've reached out to you directly for more information as we're always looking for ways to improve our service. Thanks again for your input and we hope to hear from you soon. - Freya.
Gone from better to worse
Gone from better to worse. Keep sending me emails on how to save water. When I reported a leaking fire hydrant I had to re-report it four times before it was even inspected. One issue, I was told by an affinity engineer is their map defaults to the nearest smart meter which in this case was in a different road.
2 April 2026
Reply from Affinity Water
Hi Andrew, I'm so disappointed to read this.
Thank you for taking the time to share your experience with us and we'll discuss this with our teams and make sure this is looked into so that we can improve. - Thanks, Freya
Very good service
Attend the phone call quicker, respond quickly friendly and efficient approach towards customer care
2 April 2026
Reply from Affinity Water
Hi Mrs S Cardoso, this is wonderful to hear! :) Thank you for your 5-star review and for sharing your experience with us. We've passed this along to our team. - Tamara
Following a recent bank account switch
Following a recent bank account switch, I was informed by Affinity Water that there were “insufficient funds” in my account. This is completely incorrect. At no point did they attempt to take payment, yet after more than two months, they applied an £11 late payment fee based on this false claim.
I contacted them directly to explain the situation, but my concerns were dismissed outright. Instead of investigating, the representatives repeatedly insisted there were insufficient funds, which was simply untrue. There was no willingness to listen or review the facts.
I subsequently raised a formal complaint. Rather than addressing the issue, it was rejected on the basis that I was “rude” — which I strongly dispute. My frustration was a direct result of not being listened to and being given inaccurate information throughout.
I clearly requested that the late payment fee be removed, as it was unjustified, but this was refused without proper consideration.
The conduct of all three staff members I dealt with, including the supervisor, was unacceptable. The supervisor in particular provided conflicting and misleading information, at one point denying the existence of the late payment altogether, while also claiming the other staff were misinformed. This demonstrates a complete lack of accountability and professionalism.
Overall, the experience was deeply disappointing. The handling of this matter was poor, the information provided was inconsistent and inaccurate, and my concerns were not taken seriously. This situation warrants further review, and the conduct of the staff involved — especially the supervisor — should be addressed appropriately.
1 April 2026
Unprompted review
Reply from Affinity Water
Hi Darren, thank you for sharing your feedback with us. We're sorry to hear this and truly appreciate you bringing this to our attention.
We've reached out to you directly to gather more detail so that we can better understand the situation and work towards a resolution. Your experience matters to us and we want to make sure we get it right. Thank you for your patience and we look forward to hearing from you. - Thanks, Tamara
still some work needed Customer…
still some work needed Customer services,but they got there in the end.
5 February 2026
Reply from Affinity Water
Hi Paul, thank you for sharing your review! - Freya
Increased in bill due to water leak
Due to increase in my bill following water leak at my home I phoned Affinity and after investigating they quickly reissued my bill to return to correct normal level. Staff I spoke to you were very helpful
2 February 2026
Reply from Affinity Water
Hi Christine, this is wonderful to hear! :) Thank you for your 5-star review and for sharing your experience with us. We've passed this along to our team. - Tamara
New to Affinity Water
I’m new to Affinity Water, so far been easy enough to deal with. Unsure about their direct debit procedure, set up a monthly amount but first payment taken was less than expected !
Would like to see an App available in the near future.
30 March 2026
Reply from Affinity Water
Hi Paul, thank you for sharing your review, we're glad you had a good experience with us! - Tamara
Customer service on trying to close…
Customer service on trying to close account appalling - clueless. The date below was approximately
2 March 2026
Reply from Affinity Water
Hi Kevin, thank you for taking the time to leave your feedback. We appreciate you taking the time to leave a review as it helps us what we're doing well and what we can improve.
We will reach out to you directly soon for more information as we're always looking for ways to improve our service. Thanks again for your input. -Freya.
Reply from Affinity Water
Hi Jose, thank you so much for your kind review. We're really glad to hear that you had a positive experience with us.-Freya :)
Reply from Affinity Water
Hi Mr Wangoo, thank you so much for your kind review. We're really glad to hear that you had a positive experience with us. Your feedback is important and we appreciate you taking the time to share it. -Freya.
Reply from Affinity Water
I'm so disappointed to read this, Christopher.
Thank you for taking the time to share your experience with us. Thanks, Freya.
Reply from Affinity Water
Hi Customer, this is great to hear! :) Thank you so much for your 5 star review and taking the time to share your experience with us.-Freya.
Reply from Affinity Water
Hi Janine, this is great to hear! :) Thank you so much for your 5 star review and taking the time to share your experience with us.-Freya
Returned promptly when I complained new…
Returned promptly when I complained new water pressure was too low for my shower.
4 February 2026
Reply from Affinity Water
Hi Traveller, this is great to hear! :) Thank you so much for your 5 star review and taking the time to share your experience with us.
We've taken this on board and shared this with our teams. - Freya.
No fuction to close my account when moving home
I'm moving out of the affinity water area, there is no facility on this website to close my account!!!!
30 March 2026
Unprompted review
Reply from Affinity Water
Hi AW, thank you for letting us know about your experience. We're sorry to hear it didn’t meet your expectations, and we really appreciate you sharing this with us.
We will be in touch to find out more so we can look into this properly and work on putting things right. Your feedback is very important to us, and we’re committed to learning from this. Thanks again for your review. - Freya.
Very expensive am not happy with you at…
Very expensive am not happy with you at all
We are only two person live in my house you charge me £92 You used to charge the person who used to live in the house that l currently live in less than what you charge me You charge for three person less than two person Im very disappointed with you and I try to find another company.
11 February 2026
Reply from Affinity Water
Hi Miss Alyasiri, firstly I want to start by offering my sincere apologies, this is really disappointing to read and I'm sorry you had this experience.
I've reached out to you directly as we'd like to get some more information so that we can look into this and come to a resolution. We hope to hear from you soon and thank you for taking the time to share your review. - Freya.
It was good experience
It was good experience, when we call them, they are quick response to us.
2 February 2026
Reply from Affinity Water
Hi Mrs Thomas, this is wonderful to hear! :) Thank you for your 5-star review and for sharing your experience with us.-Freya.
very helpful and easy to use service
I've been with Affinity Water for a few years now, and needed to login to complete the moving home form - which was very simple and quick!
27 March 2026
Reply from Affinity Water
Hi Erika, this is wonderful to hear! :) Thank you for your 5-star review and for sharing your experience with us. We've passed this along to our team. - Freya
Reply from Affinity Water
Hi Bikramjeet, this is wonderful to hear! :) Thank you for your 5-star review-Freya.
Reply from Affinity Water
Hi William, this is wonderful to hear! :) Thank you for your 5-star review and for sharing your experience with us. :) -Freya.
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