Review summary

Affinity Water has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.

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Based on reviews, created with AI

See what reviewers are saying

O

Oliver

5 out of 5 stars
Steve from the Whitfield Dover area of…

Steve from the Whitfield Dover area of Affinity Water, was quite amazing. He kept me up to date on a leak I reported outside of the village & called again to report to me when work on the repair was in action. Unusually great service in this day & age & good to know water loss is taken seriously. I would say he is a credit to the company, going the extra mile to find a leak in a very difficult environment & Affinity Waters fast action in itself was faultless.

EB

Existential Being

5 out of 5 stars
Freya & Giuseppe were both 10/10!…

Freya & Giuseppe were both extremely helpful in resolving some serious water issues to my home. Personally I have received amazing service from them both, and I am very happy with how I've been treated, and I do feel, well looked after, as a customer of Affinity Water.

ZL

Zane Leo

1 out of 5 stars
Customer service -sad

Customer service -sad . Is there anyone else allowed to supply water in Barnet area? Doesn't look like it.

JR

John Rennie

1 out of 5 stars
Poor response to my query.

Prolonged hold when I called - wait time repeatedly stated as over half an hour. No call-back option, which most call centres now offer. Gave up and went online. First available appointment for a visit apparently December. This is very poor service and if your company was not a monopoly you would not be able to retain customers with this level of service. I got your reply - you say you would like more detail. I would like a meter fitted in a reasonable time - having had a first visit in March, and now having to wait till December for a follow-up is not reasonable or acceptable.

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Showing 111 - 120 of 812 reviews
DB
1 out of 5 stars

Meter fit shambles.

Fitted new meter several years ago. Came to read it. They are in manhole. Forgotten which meter is mine!! So want to come again and try nine meters until they find mine.i have to watch for my water stopping. Just had a bill so how did they know which meter to used? Contacted them online via chat. Sent them photos to find their meters. They Promised to use this to get real reading. Fingers crossed...

Date of experience: May 14, 2025

EA
5 out of 5 stars

Very good

Once Affinity water got started they eventually found my pipe and fitted an outside stop tap as nhdc had covered it with tarmac!Just following up if the water meter has actually been fitted.The guys did a great job of clearing up.

Date of experience: May 14, 2025

Y
1 out of 5 stars

refund

Hi, I am writing because I will move out on the 2nd of August, but I have been charged 122.88 pounds for water for half a year. The fee will end on the 30th of September, going beyond my living date. Therefore, I need to know how to deal with it and refund the extra bill I have already paid.

Date of experience: May 14, 2025

MR
1 out of 5 stars

I booked to have a survey to fit a…

I booked to have a survey to fit a water meter. They messed me around with dates and finally set a date well in the future and gave me a 5 hour window in which they would come. Needless to say no one arrived and nothing was heard from them. Typical Useless water company.

Date of experience: May 14, 2025

A
1 out of 5 stars

Can't get an explanation

Moved into a house that did not have water supplied by Affinity and even had an email stating that fact. I was, in fact, supplied by a retailer as the property was previously 'non household'. After finally managing to convince the retailer and Affinity that I was a household Affinity decided to charge me from before I was a customer even though I'd already paid the retailer. I'm currently into their stage 2 complaint procedure trying to get an explanation.

Date of experience: May 13, 2025

S
2 out of 5 stars

Changed standing charge to arrears

Decided suddenly that I needed to pay standing charges in advance after paying in arrears for years, so lumped with an unexpected bill.

Date of experience: May 13, 2025

PC
1 out of 5 stars

Awful

Awful! It routinely takes 40 mins or more to talk to a customer agent. Despite multiple requests to update details, they have failed.

Date of experience: May 12, 2025

ML
5 out of 5 stars

Excellent customer service

I was paying more because I'd had a leak. I should have got it sorted much sooner. The call advisor was extremely helpful, told me about help that I could get and also redcued my monthly payment straight away as I'd paid off the excess. Very helpful, professional, knowledgeable and friendly.

Date of experience: May 12, 2025

GG
1 out of 5 stars

1000 pounds for a single occupant in a…

1000 pounds for a single occupant in a small bedroom flat and the customer service is doing absolutely nothing. If you find a flat that is serving Affinity water just go away and leave unless you have a good solicitor. Awful!

Date of experience: May 12, 2025

C
1 out of 5 stars

Why Bother Having Support If You Just Walk Away?

I’m a new customer [not by choice]. I waited 20 minutes to be connected via chat. The advisor, Omy, was slow to respond and seemed unwilling to answer straightforward questions. Then he simply left – freezing the conversation. Now, if I try to call, I’m told there’s a 30-minute wait! Honestly, I’d rather use tap water at the gym and buy bottled water than deal with this company.

Date of experience: May 11, 2025

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