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
How this company uses Trustpilot
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Threats, disrespect and rudeness
I have been using AW for about 7 years now. Never missed a single bill, not even one, all of them paid on time. Accidentally, I missed the email reminder 6 months ago. Soon after, I had a rather threatening call from a lady to say that this slight delay (about a month or less) would be affecting my credit score. I obviously paid immediately, as I had always done. But this, people, is how they treat customers: threats, disrespect and rudeness.
November 28, 2025
Unprompted review
Reply from Affinity Water
Hi Marco, 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.
We may be in touch soon to find out more so we can look into this properly. Your feedback is very important to us, and we’re committed to learning from this. Thanks again for your review. - Holly.
Very pleased with this service.
Had a free home check today and was given replacement shower heads to save water and 2 new aerators fitted + was given the go ahead to have affinity plumber visit. Chap was super nice, checked water meter etc. Very pleased. A great service
April 27, 2026
Unprompted review
Reply from Affinity Water
Hi K. Furley, 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
Moving & Trying to close on line account
I am trying to close our on line account as we have moved out and its keep asking for our new postcode, but we have moved abroad so it wont let us continue and give them the names of the new owners or any of the information it says it needs. We just keep getting the same message saying "Sorry, we could not find that postcode in our database of supplied postal addresses." Really?? What a surprise!
April 24, 2026
Unprompted review
Reply from Affinity Water
Hi Barry Griffin, 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.
Very good,
Very good,
A very good experience when contacting Affinity Water regarding my billing online.
The advisor was very helpful and understanding.
I chose to go paperless to have my billing online. It’s more convenient.
November 14, 2025
Reply from Affinity Water
Hi Mike, thank you for sharing your review, we're glad you had a good experience with us! - Holly.
Not happy
Not happy, this company has the cheek to tell me i missed my direct debit payment, and charged me an 11 fee. even though i was in credit.
I would like to now add they Affinity water have made no effort to contact me in any way.
Update 24//04/26 fee credited back with warning and funds were available, so rightly so I should be refunded.. How can you enforce rules for people just because of a direct debit
April 18, 2026
Unprompted review
Reply from Affinity Water
Hi Malcolm, 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.
We've reached out to you 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.
I applied for meter 5 times in last 1…
I applied for meter 5 times in last 1 and half year. They became ghost. and when it times to come to direct debit they sends automatic email like a lover sends letters.
April 17, 2026
Unprompted review
Reply from Affinity Water
Hi Harshitkumar, 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.
I selected 'moving out of the area
I selected 'moving out of the area, close account'. It asks for my new post code and surprise surprise, it 'cant find my address in the Affinity supply area !! I said I was moving OUT OF THE AREA!! Then it doesn't allow me to close my account!! This is terrible so.. I'll have call Affinity now, wasting my time AND Affinity's and it creates an unwanted contact!!
April 16, 2026
Unprompted review
Reply from Affinity Water
Hi Jez, 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.
Affordable and reliable!
February 15, 2026
Reply from Affinity Water
Hi Salma Begum, 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
Why do you bother putting a phone number on the account
I have tried calling on 0345 3572402 and 03453572401, both numbers just go straight engaged like they are not working. Its pathetic
April 15, 2026
Unprompted review
Reply from Affinity Water
Hi Gary Plein, 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.
My bill is too high for a year
My bill is too high for a year. I complain but nothing responds. I will Take legal action about nuclear and unnecessary bill in a court
March 1, 2026
Reply from Affinity Water
Hi Roman Basnet, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
We will be in touch to learn more and we can address this. Your experience is important to us, I look forward to hearing from you. - Thanks, Freya.
Yet again fighting with AW for a…
Yet again fighting with AW for a refund.
On call past 25 mins
Keeps putting me on hold
Telling me I owe money when I pay £111 every month and my statements say in credit
Utterly incompetent
Keeps putting me on hold without notifying me
Shut the road in Saffron Walden causing utter chaos
Customer numb: 8387297-7
April 14, 2026
Unprompted review
Reply from Affinity Water
Hi Lilly, 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.
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, Freya.
During my eight years of residence in…
During my eight years of residence in Leverstock Green I received only the most positive service !
Thank you :)
February 7, 2026
Reply from Affinity Water
Hi Joe, thank you for sharing your review, we're glad you had a good experience with us! - Freya
Charge for Empty Property
The property was empty, using no water or sewage but we were still charged as if it was occupied. That to me is completely wrong.
October 11, 2025
Reply from Affinity Water
Hi Martin, thank you for your feedback. I'm sorry to hear about your experience and really appreciate you bringing this to our attention.
We may be in touch soon to find out more so we can look into this properly and work on putting things right. Your feedback is very important to us, and we’re committed to learning from this. Thanks again for your review. Raksana
Moving House
We recently moved house and received a very professional service in transferring our Affinity Water account from our old address. Unlike many companies, my call was answered promptly and all my questions dealt with in a very efficient and friendly manner.
February 25, 2026
Reply from Affinity Water
Hi Harrow, 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 Karen, 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
On line account easy to work with,
Very easy process to transfer the account to a new address. even worked out a rebate that we were not expecting.
January 14, 2026
Reply from Affinity Water
Hi Peter, 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
nice to speak to a human
March 10, 2026
Reply from Affinity Water
Hi Paul Cox, this is wonderful to hear! :) Thank you for your review and for sharing your experience with us. We've passed this along to our team. - Tamara
Reply from Affinity Water
Hi Nat Ison, 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
Reply from Affinity Water
Hi Nofisat temilola, 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
Reply from Affinity Water
Hi Blessed Gende, 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
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