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
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Review summary
Created with AI, based on recent reviews
What people talk about most
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have moved house
I have moved house. It was a very easy process informing you and receiving a refund of monies owed. Thank you.
31 January 2026
Reply from Affinity Water
Hi Sallianne, 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. - Holly
The member of staff was attentive and…
The member of staff was attentive and listened.
The problem was solved and information conveyed by text.
I was then able to forward the message to the Local Authority.,
2 February 2026
Reply from Affinity Water
Hi, 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. - Holly
Extremely bad customer experience
Extremely bad customer experience;
Billed for a empty property; they keep saying there is a leak after the meter; can't get off the script;
Despite numerous calls, now they want me to reach out to them after a bad review! Shameful.
5 January 2026
Reply from Affinity Water
Hi Tariq, thank you for sharing your feedback with us. We're sorry to hear about your experience and truly appreciate you bringing this to our attention.
Please reach out to us directly to gather more detail so that we can better understand the situation. 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, Holly
Reply from Affinity Water
Hi Mr Hook, thank you for sharing your review, we're glad you had a good experience with us! - Holly
Disappointing behaviour
Disappointed that being a customer for 30 or 40 years without ever missing a payment , that upon the death of my wife and my subsequent need to move into assisted living and terminating my account - that this company repeatedly hounded me for payment only 7 days after sending me their invoice. Disgusting behaviour.
2 March 2026
Reply from Affinity Water
Hi Ray, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
Please reach out to us directly to learn more and we can address this. Your experience is important to us, I look forward to hearing from you. - Thanks, Holly.
Feedback on Service and Billing Experience
I was a customer of Affinity Water for almost five years and I was generally happy with the service. The water quality was very good, and I preferred drinking tap water rather than buying bottled water from shops.
I always paid my bills regularly. However, on one occasion when a payment was made late, it was reported as a missed payment. I felt this was unfair considering my long history of on-time payments.
I contacted customer service to explain this, but my concern was not taken seriously and no review or correction was made. This experience was disappointing and has left a negative impression, even after I left the UK. I hope this feedback helps improve how loyal customers are treated in the future.
2 October 2025
Reply from Affinity Water
Hi Nimalan, 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 appreciate you sharing your thoughts. - Thanks, Holly
Good service
2 March 2026
Reply from Affinity Water
Hi Miss Pax-Sam, 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. - Holly
It was good thanks
2 March 2026
Reply from Affinity Water
Hi Mr Kousha, thank you for sharing your review, we're glad you had a good experience with us! - Holly
It’s brilliant water supply never…
It’s brilliant water supply never problem with anything regarding water supply
2 March 2026
Reply from Affinity Water
Hi Mr Singh, 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. - Holly
The request was to remove my partner…
The request was to remove my partner and transfer in to my sole name instead you closed my account.
2 February 2026
Reply from Affinity Water
Hi Ian, firstly I want to start by offering my sincere apologies, this is really disappointing to read and I'm sorry you had this experience.
Please reach out to us 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. - Holly
People listen and make it happen
People listen and make it happen. Really happy with your quality of staff.
29 December 2025
Reply from Affinity Water
Hi Mr Aukhaj, 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. - Holly
Reported the leak and within a short…
Reported the leak and within a short space of time, it was being worked on.
If I see a leak I will report it, just in case anyone else who has walked passed it has assumed it's been reported.
1 February 2026
Reply from Affinity Water
Hi Catherine, 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.
Thanks again for your support! - Holly
Reply from Affinity Water
Hi Syed, I'm so disappointed to read this and I'm really sorry you've had this experience with us. We try hard to make every experience with us positive but sometimes we miss the mark.
Please reach out to us directly as I'd really like to get some more detail on this so that we can work with our teams to resolve this. Thank you for taking the time to share your review and we hope to hear from you soon. - Holly
Reply from Affinity Water
Hi Ms Ay, 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.
Your feedback is very important to us, and we’re committed to learning from this. Thanks again for your review. - Holly
Excellent service
2 December 2025
Reply from Affinity Water
Hi Mr Wheller, 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. - Holly
Muddles
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 cancelled date and does job. Then someone else turns up on original date and can’t find note of work done until I show him new meter! Waste of time and money.
17 February 2026
Reply from Affinity Water
Hi Lady Joanna, thank you for your feedback. It’s really helpful for us to understand what we’re doing well and where we could do better.
Please do get in touch soon for us to learn more about your experience, as we’re always looking to improve our service. Thanks again for taking the time to share your thoughts with us. - Holly
Applied for LIFT a few times and in the…
Applied for LIFT a few times and in the end application was accepted
Overall very good but was frustrated
22 January 2026
Reply from Affinity Water
Hi Sean, thank you for sharing your review, we're glad you had a good experience with us! - Holly
It is so expensive like you are scared…
It is so expensive like you are scared to open to tap to have a shower.
2 March 2026
Reply from Affinity Water
Hi Mrs Chhabra, thank you for your feedback. It really helps us understand what we can improve. We appreciate you sharing your thoughts. - Thanks, Holly
moving into a new property…
I had just moved into a property and needed to have my account swapped over, as I’d already given a final reading my account had been closed, the call handler couldn’t have been more helpful! They changed all my details over to the new account. So nice to speak to someone helpful who understands the issue and helps! Quick and easy!
2 February 2026
Reply from Affinity Water
Hi Rob, 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.
Thanks again for your support! - Holly
Supplied water services and water…
Supplied water services and water conservation tips and advice
14 February 2026
Reply from Affinity Water
Hi Mr Smith, thank you for sharing your review, we're glad you had a good experience with us! - Holly
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