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
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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Reply from Affinity Water
Hi Mathew, 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
Nice and easy
Nice and easy.
Quick and responsive. Sorted the issue on time. The phone call took a bit longer untill someone picked up though.
March 2, 2026
Reply from Affinity Water
Hi Ellie, 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
I’m happy with Affinity Waters customer…
I’m happy with Affinity Waters customer service and help line
January 1, 2026
Reply from Affinity Water
Hi Daniel, 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
Reply from Affinity Water
Hi Samuel, thank you for sharing your review, we're glad you had a good experience with us! - Holly
Reply from Affinity Water
Hi, 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. Raksana
agent was helpful
March 2, 2026
Reply from Affinity Water
Hi Mrs Jaffer, 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. Raksana
Reply from Affinity Water
Hi Sai, 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. Raksana
My move from one house to another was…
My move from one house to another was smooth with surplus balance refunded quickly.
January 16, 2026
Reply from Affinity Water
Hi Phillip, thank you for sharing your review, we're glad you had a good experience with us! Raksana
Idont remember being in touch with you…
Idont remember being in touch with you recently!!
November 6, 2025
Reply from Affinity Water
Thank you for your feedback. We’re sorry for any confusion. Our response was linked to a recent interaction recorded on your account. If you feel this may have been sent in error, please contact us directly so we can look into this further and ensure our records are accurate. Raksana
Reply from Affinity Water
Hi Miss Franton, thank you for sharing your review, we're glad you had a good experience with us! Raksana
Great service received to setup a smart…
Great service received to setup a smart meter
January 28, 2026
Reply from Affinity Water
Hi Nilesh, 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. Raksana
The advisor was really very good
March 2, 2026
Reply from Affinity Water
Hi Jay, 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. Raksana
Billing errors at Affinity Water
I have been using Affinity Water since November 2025 and paid my first bill upfront, covering the period from November 2025 to April 2026. Since then, Affinity has attempted to charge me the same amount again within the first three months, without any clear explanation, and I had to contact customer service to have the incorrect bill reversed. A further unexpected bill has now been issued, and I have again needed to contact customer service for clarification.
I strongly recommend that customers who do not regularly review their bills avoid setting up a direct debit, as these repeated errors could easily go unnoticed. For Affinity Water, I would appreciate it if someone could review my recent bill and respond to the enquiry I have submitted.
February 25, 2026
Reply from Affinity Water
Hi VC, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
I've reached out to you directly to learn more and how we can address this. Your experience is important to us, I look forward to hearing from you. - Thanks, Tamara.
Hard to know WHERE To start- as the…
Hard to know WHERE To start- as the phrase runs- past appalling eg CUSTOMER service- far far too many eg South African CALL CENTRES, deep deep groan/ sigh, yours truly, a penn, of HP9
February 28, 2026
Reply from Affinity Water
Hi Mr Penn, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
I've reached out to you directly to learn more and how we can address this. Your experience is important to us, I look forward to hearing from you. - Thanks, Tamara.
The bill is showing an incorrect…
The bill is showing an incorrect amount. I only moved in two months ago, but it is showing more than £700. I live alone.
February 28, 2026
Reply from Affinity Water
Hi Mr A Ye Kyaw, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
I've reached out to you directly to learn more and how we can address this. Your experience is important to us, I look forward to hearing from you. - Thanks, Tamara.
Good service !
November 27, 2025
Reply from Affinity Water
Hi CRISTIAN FOTACHE, thank you for sharing your review, we're glad you had a good experience with us! - Tamara
Reply from Affinity Water
Hi Derek, thank you for sharing your review, we're glad you had a good experience with us! - Freya
I spoke on the phone this morning with a young lady named Guinevere. I cannot praise her enough for her telephone manner, efficiency, and knowledge in helping me with my questions. Such a pleasure.
Speaking with Guinevere on the telephone and having someone who is knowledge efficient and friendly was a pleasure.
February 26, 2026
Unprompted review
Reply from Affinity Water
Hi Joanna, 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 Shahida, thank you for sharing your review, we're glad you had a good experience with us! - Freya.
Poor management and horrible attitude…
Poor management and horrible attitude from the staff
February 23, 2026
Unprompted review
Reply from Affinity Water
I'm so disappointed to read this, Tree Adenu.
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.
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