Affinity Water Reviews 1,620

I honestly do not know how to deal with this Company I have been trying since October 2025 to sort out an account. I lodged a formal complaint last week in the hope someone will respond. I have spent hours on the phone going over the same story each time I am advised a Manager will call back within 24hrs I am still waiting. To add to the frustration each call has ended with "How satisfied are you today" unbelievable

Update Received a reply from Tamara of Affinity Water with absolutely no information as to how she could be contacted. Empty words again
It is now 1st May 2026 and so far two more calls asking if I need help to pay but no response to formal complaint.

I called at half past seven on a Friday evening and Joshua was there ready to help! Call was quick and easy! He spelled my girlfriends name wrong but her name is uncommon so it's understandable. Managed to change it easily online though My Account.

Josh & Jamie and their manager were extremely kind. I told them the reason I paid late wasn't because I didn't want to pay but because I really didn't know and thought this company was a scam. I really thought OVO included water bills. And the fact that when I used to live in student dorms all the utilities and taxes were included I never had to worry about anything else. The day I found out I was so stressed. They asked me if I was able to pay in full or if not they could look at other options to help, I told them I could pay in full and they were more than happy to remove the additional 50 pound late payment. So I only paid the actual 6 months of water usage. Jamie told me that when he was my age he was also in the same situation as me. Anyway, I'd like to say thanks a bunch. You guys truly made my day better and I'm grateful for your support, it means a lot.

Very helpful staff. Resolved our issue promptly.

If there was less than one star they would certainly deserve it. Impossible to contact and deal with, apparently email does not exist in their world. Have to use their web forms that have clearly never been user acceptance tested. Try telling them you are moving and want to close the account if you are moving to an address that they don't serve or that nobody lives at a location. Its clear that the CEO deserves his £1.6m package as he runs a fine monopoly, the joys of a water privatisation. Did anyone mention cats getting fat at our expense?

When I joined Affinity I opened an online "account". When I tried to login the system sent me back to the login page asking for my user name and password over and over again. I phoned yourselves to be told that everything was looking good "at your end". I received an initial bill but couldn't log in so had to pay it online! In the end I phoned again and made contact with a very helpful lady who tried everything she knew to let me log in but couldnt find a solution. She refered my problem to your IT team. Excellent customer service! Your ratings soared. The problem was solved - hooray! But no one phoned me to advise me!!! Pure chance I found that I can now login hence the middle star rating

The CS works so hard to resolve issues.
We move out of UK & we managed to have our request attended efficiently. We were with Affinity for 7 years without any hassle. They do have people who are grounded & listen. Thanks again.

We have just moved from one property to another both covered by affinity water changeover was smooth and we’re having no problems. Thank you for all your help and smooth running so far, thank you affinity water

Karen was great in helping me in rectifying my mistake

The person I was talking to about my issue she didn’t have a clue. She only knew about asking me but not as answering to me and she went to the easy option. I’ll transfer you somewhere else. Nobody answered to me again very bad customer service.

Hiked up my direct debit without any warning. Why have you not given me any sort of heads up that you are increasing my direct debit, you have just taken out more money this month.

Affinity Water passed a completely incorrect 3‑year‑old debt to JC International to repeatedly ruin my credit score. We haven’t received any invoice or a bill in these 3 years but came up with this harassing debt collection by JC international. Even after providing full evidence and receiving written assurances that it was fixed, the false debt is still being reported and harming my credit score during a remortgage.

I’ve contacted both companies repeatedly, yet neither has taken responsibility or corrected their own mistake. This level of data mishandling is unacceptable. I’m now escalating to CCWater, the Financial Ombudsman, and the ICO.

Great services, accurate pricing and quick services to repair leaks

Waited in for the affinity plumber to fit a meter. He didn't show up, no contact or explanation. Have had to rebook for 6 weeks time, meanwhile continuing to pay exhorbitant standing charges. Maybe that's why???

Excellent service

Professional advisor.
Made our house move a smooth experience.

Received my new bill for the year 2026/2027. It states on the bill that my household bill will be going up by 9% which makes it £1.13 a week extra every week. When I turn over the bill it says my bill has gone up to £80.48 every month. Last year it was £60.18 a month. How is this 9%? This is well over a 25% increase. How misleading is that for the customer? On top of that it states I owe 2 pence from last years bill which has created an OCN notice ( outstanding charge notice ) I phoned up and the very nice call handler couldn’t find where this 2 p has come from. It’s a mystery ! I have paid the correct amount that was stated on my bill from last year. Honestly this all beggars belief ! You need to have a real good look at the misleading information you put on customers bills ! I am not annoyed with the call handler she did everything she could to help me. It’s the misleading information on my bill that concerns me .

From the phone call reporting a problem it was full steam ahead. Man turned up and problem sorted within a couple of hours .

All good, once I managed to get hold of a human!
Without your customer number it’s extremely difficult and frustrating!

I opened an investigation into water usage and over charging in January. A meter read was promised and never actioned. A second meter read was promised within days and despite repeated chases I have heard nothing and had no update or explanation since despite repeated requests. If I could give no stars I would. Horrible customer service