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
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Review summary
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Reviews shaping this summary
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
Affinity were responsive and helpful when I had to take over my late family member's account and quick to send me a refund cheque for water not used after disconnection. A phone chat with a live assis... See more
Company replied
The guy that came to see if I could have a water meter which regretfully I can't .He was very pleasant and suggested I go on a low usage tariff which I will look into.
Company replied
Company details
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
3.5
Average
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Can't gave a response.
Can't gave a response.
I use their water and don't remember any problems.
June 10, 2026
Reply from Affinity Water
Hi Mr. Barry S, thank you for your 5-star review and for sharing your experience with us. We've passed this along to our team. - Tamara
UK based customer services please.
It would be much preferred to deal with customer services in UK.
June 10, 2026
Reply from Affinity Water
Hi J Dawson, thank you for your feedback. It really helps us understand what we can improve. We appreciate you sharing your thoughts. - Thanks, Tamara.
Reply from Affinity Water
Hi PATRICK IKENTA, 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
Regular water supply
June 10, 2026
Reply from Affinity Water
Hi Rosalind Preston, 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
Charged me nearly £70 when I moved
Charged me nearly £70 when I moved. Was with them at my old address so why should I have to pay so much just to change address??
May 4, 2026
Reply from Affinity Water
Hi Joe Doyle, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
Our team may reach out to you directly to learn more about this situation and address this. Your experience is important to us. - Thanks, Tamara.
The service is great and overall…
The service is great and overall experience was awesome..! I would recommend..
May 28, 2026
Reply from Affinity Water
Hi GK, 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
Friendly and efficient dealing with my…
Friendly and efficient dealing with my situation.
All sorted without any stress.
Thank you
May 25, 2026
Reply from Affinity Water
Hi C Humphries, 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
Very expensive for water
Very expensive for water. Been told twice that I cannot have a meter but have reports from neighbours that they have them, neighbours are on the same type of connection. So at best affinity water have changed the rules but not informed house holders.
June 10, 2026
Reply from Affinity Water
Hi Robert Stephens, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
Our team may reach out to you directly to learn more about this situation and address this. Your experience is important to us. - Thanks, Tamara.
Reply from Affinity Water
Hi Mr A Bello & Mrs Victoria Bell, 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
Very nice company and excellent 👌
June 10, 2026
Reply from Affinity Water
Hi customer, 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
Water pressure fluctuates, supply is overly chlorinated
Water pressure fluctuates.
Since supply has changed to Bedfordshire water stinks of chlorine that we have had to fit a carbon filter to the incoming supply.
June 10, 2026
Reply from Affinity Water
Hi George Goldsbrough, thank you for your feedback. It really helps us understand what we can improve. We appreciate you sharing your thoughts. - Thanks, Tamara.
Reply from Affinity Water
Hi Shawki Alrubaiee, 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
CANNOT READ THEIR OWN METER
This company employs people who are NOT trained to even read the meter correctly! that's their bread and butter and they cant do that! nor apologize for the fact but just casually tell us when we wasted time to stay in all day for one of their engineers to attend to see if there was a leak. He was very nice and advised that no leak found, so we called the office, one of the office personnel casually mentions our bill must be high because the previous engineer read the bill 'upside down' and that was that..... Amazing incompetence
April 1, 2026
Reply from Affinity Water
Hi MR TN SALEEM, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
Our team may reach out to you directly to learn more about this situation and address this. Your experience is important to us. - Thanks, Tamara.
Yet another awful customer service…
I cannot believe that you have had the gaul to phone me again just now!!
How dare you!
Which bit of - I'm in hospital do you not understand!!!
I've told you that I'll sort it out over the weekend!!
Do not phone me again - utterly disgraceful!
Yet another awful customer service experience with you!
I had a call a couple of hours ago - picked it up and I said - I know that I need to pay you - but I'm currently in hospital.
I just need to tell you..: I interrupted her and said - you don't need to tell me anything now - I've just told you that I'm in hospital and I have a tube down my throat..
Again she said - I just need to tell you...
I put down the phone!
Rude thoughtless and insensitive!
June 3, 2026
Unprompted review
Reply from Affinity Water
Hi Judi, 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.
I have been trying to gain a waste…
Update Affinity Water said they would reach out but of course have not! Terrible service absolutely appalling. No customer service whatsoever. Do not deal with this company unless you have no choice
May 29, 2026
Unprompted review
Reply from Affinity Water
Hi Peter, 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.
I've reached out to you 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. - Becky
Recently moved in to a new property
Recently moved in to a new property. Affinity water customerbagent was very helpful and courteous. Thanks for helping me get going.
March 13, 2026
Reply from Affinity Water
Hi Mark, thank you for sharing your review, we're glad you had a good experience with us! - Becky
Their portal is next to useless
Their portal is next to useless.
They don't provide an email address, which in this day and age is simply unheard of.
I used their portal to open an account and provide a forwarding address but have not heard back from them.
All I got was this email nearly 6 weeks ago.
Thank you for informing us that a tenant has moved out from the below property. You will receive a confirmation email as soon as your request has been processed.
what kind of service is this ?
I simply want to pay my final bill and move on !!
no bill received to my forwarding address, portal or email.
If they are busy, so am I, I am dealing with this on the bank holiday and their phones are closed, so it's their chat, and they don't take emails, or even any messages on the portal.
May 25, 2026
Unprompted review
Reply from Affinity Water
Hi I Huang, 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
Affinity water have been chasing me for a bill that I have evidence I have paid.
Affinity water have been chasing me for months now for a final payment on a water bill. I paid the bill in full back in March after the property was sold. I have confirmed this with my bank and called them to explain. They have now involved a debt agency to chase the bill. I have supplied bank statements but they are still adamant the amount is due - which incredibly is the identical amount to the payment I have already made. I am pretty disgusted that they are now harassing me via a debt agency.
May 22, 2026
Unprompted review
Reply from Affinity Water
Hi Elaine, 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
Quick Response Time.
Quick Response Time.
Great communication, informed every step of the process.
January 15, 2026
Reply from Affinity Water
Hi Clive, thank you for sharing your 5 star review, we're glad you had a good experience with us! -Freya.
very helpful.
i spoke to mr ahsan he was very helpful
and polite and very good at his job
thank you and take care.
B .tristram
May 21, 2026
Unprompted review
Reply from Affinity Water
Hi Mr Tristram, 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
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