Affinity Water Avis 

I have tried to call several times to speak to someone. It doesn't matter what time of the day I call, I can never get through to someone. I called first thing in the morning and was told that wait time for 25mins, instead of the time decreasing, it kept going up.

Moved into a new area on 3rd July, we are now in September and still haven't been able to get through.

Was happy with my response and helped me get Affinity water gave me

Ongoing issues logging into my online account still unresolved after several months and countless phone calls. Every call handler seems to have a different reason for the problem but nobody can resolve it.

Hi. I have issue with support from affinity water. We have with neighbou water meters and many years I paying for his water bills and he pay for mine.( because when meter was swap whan was installed first time 1999) and so many years we doesn't now, only whan last bill come. Support I didn't get, no any call back, email or anything to support customer. I calling alredy 4 times for month and only what I hear wait whole my neighbour alredy swap meter number. And this point now he pay for his and I pay for his water too. Try they book injeneer, they telling don't needed. 😞😞😞

I unfortunately joined affinity water last year and set up a monthly plan with my payments. However it seems that when they completely chnaged the layout of their website it completely cancelled my monthly plan I had set up and now I had to set it up all over again. How is that even possible??? I was wondering why I hadn't received my bill for the past 3 months. It is a complete sign of failure on the companies part that my direct payments were cancelled as soon as they up updated their website.

Here's something I just found out I tried to set my direct payment again and it said that because a payment is in progress it will be impossible to change how often I pay. What??? Who even designed this horrible website. All I get from Affinity Water everytime is frustration and annoyance.

It's the worst customer service ever
They charge customer more just to caver water wastage
Smart meters not working correctly my and my wife was changed over 4000 litre a day when must of time we are out ? When we discovered the meter did not work correctly, the customer service tried to bullying us

Customer service, knowledge of Call handler and the Call handler not being in some overseas Call Centre.

I received a message from Becky with no telephone number, so I wrote another review (complaining about my treatment) and received a reply from Holly. Regretfully still no telephone number. Two nice messages. Could someone please tell me what telephone number I should call (and what department it is the telephone number of) I would like to have a productive and agreeable conversation with somebody please. Someone called me yesterday (24/8/26) but I was in the middle of something. Unfortunately he did not call back. I tried to call back twice, but your computer said there was no-one I could talk to!
Could you please make sure that I receive copies of all the calls between myself and Affinity.
I did send an email to you on 18/08/2026 but have not yet received a reply.
Please let me have the telephone number I should call. Thank you.
Regards
Paul Partridge

Dear Affinity Water,
Your recent hosepipe‑ban emails are unnecessarily patronising. If Affinity Water devoted the same energy to repairing the countless leaks across your network as you do to lecturing customers, we wouldn’t be in this situation. Households are being asked to "do their part" while your infrastructure continues to waste millions of litres daily. And honestly, don’t get me started on the water bills — customers are paying more every year while your network leaks like a sieve.
If Affinity Water truly cared about its customers, you might consider trimming the oversized salaries of your highest‑paid executives, instead of squeezing households with rising bills and condescending messaging.
Please focus on fixing your own system before issuing more hollow reminders.
Kind Regards

This must rank among the worst utility companies in the UK, worse even than Thames Water. Website never works, just hangs there, poor customer service, bills not sent on time, threatening customers with disreputable doorstep collectors, multiple leaks on their unserviced pipe network, need to be reported to ofwat, but don’t hold your breath!

I phoned up about 2.00pm to advise of a burst pipe/leak, as in water coming out at quite a speed from the pavement manhole. The gentleman asked a few quick questions to establish if this had been reported previously. The next day I didn't see any employees, I can't see from my property, but the leak had been stopped and had barriers and cones now shielding this area, and I believe that within 48 hours all work had been completed. So I would say that's good, especially with the current weather I'm pretty sure this would not have been the only leak reported.

I would also like to add, that whenever I have phoned Affinity Water, everyone has always been polite, professional, cheerful, friendly, helpful and knowledgeable.
And for me, not being the most ‘techy’ or a confident computer user, to be able to speak to human beings with any queries etc is very much appreciated, so thankyou for that.

Contacted about the use of hosepipe as a pensioner, with health issues. Very understanding and helpful, with a satisfactory result. Very pleased with service and outcome.

Great customer service and information proficiency on point

What a joke Affinity Water are. Months I’ve been trying to sort out my billing as now I’m not working. Bills are extremely high and I’m a very low household but they can do nothing about it. Customer service is disgraceful and extremely unhelpful. A change in someone’s circumstances and trying to get help to sort things out is not to be judgemental and patronising which customer service are. I set up a direct debit online only to find Affinity Water have taken £129 from my account today. NO notification this had been set up and NO notification of the amount my monthly payments would be. Shame on you Affinity Water, crap utilities company, sort out your staff, have qualified accounts and billing staff who know what they are doing, and customer service need bloody good training on how to deal with customers.

Affinity Water Rocks

Very disappointing experience with Affinity Water. The website is extremely difficult to use, and I currently have no access to my account information or my bills. I cannot properly view or manage my billing details, which makes it very difficult to keep track of my account.

For a water company, having reliable online access to customer information and bills should be basic. I hope Affinity Water improves its website and restores proper access to customers’ accounts.

I complained and reviewed Affinity Water previously. They installed a water meter at my property but didn't tell me where. They read it for several years then complained to me that it was overgrown and I needed to clear it. When I complained they sent someone out who told me they couldn't find it (even though they installed it and have been reading it for a few years). After my last complaint and them "reaching out to me" I raised a complaint. I was told if I didn't ring to arrange an appointment before 13th August they'd close my complaint.

I arranged an appointment before then made sure this was noted as part of my complaint. Yet they still closed my complaint despite being unresolved. When I complained the staff were exceptionally rude, telling me that in fact I own the meter (lies, they are owned by the company) and I am responsible for keeping it clear even though it's on someone else lands (that Affinity have legal access to but I don't) and they expect me to ensure it is clear each time they come to read the meter (which they don't tell me when they are going to do) and if I want the meter moving they will charge me over £1000 for the privilegae.

Oh and they moved me to the high rateable value tariff (5+ bedrooms, which it isn't) rather than asssed charges until it is resolved.

Their complaints process is a joke. I previously raised a complaint by phone but they didn't actually log it as such (which they have admitted), WhatsApp support is useless, 40+ minutes between responses and their online complaint form only accepts 100 character (not words) so deliberatly made to be of no use. The only way I can actually get a complaint raised is to send them a letter by post with signature!

It's very important
With every company to have good staff and that's exactley
What affinity water has got
I have always found the staff to be very polite and very helpful
They will as always do there best to resolve the problem fast

Reported a meter cover stuck up at a trip angle on the pavement outside a front door. Within a coule of hours the cover was replaced and the trip hazard eliminated.