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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.
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.
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.
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.
Just received my latest bill and it’s honestly a joke. How can basic water be this expensive? It’s not like we have a choice of provider — this is a monopoly, and the charges are bordering on criminal. Who are we really paying here? The infrastructure hasn’t changed, yet prices keep climbing. This feels like legalized theft, all rubber-stamped by Ofwat under the usual excuse of "essential works" or "investment."
Affinity Water’s so-called support is a front. Their idea of “help” includes encouraging customers to set up deductions straight from their benefits — not because they care about easing hardship, but because it locks in guaranteed payments for them. The thinking behind that is absolutely disgusting: targeting the most financially vulnerable just to secure profits.
Meanwhile, if you look at their latest Directors' Remuneration Report (easily found on their own website), you’ll see the leadership is still pocketing performance bonuses — bonuses for supplying water, a basic human right that people are struggling to afford.
People are being squeezed while profits are protected. And if profits dip? Prices are hiked to make sure targets are still met. It’s all cleverly packaged, legally protected, and completely soulless.
This country needs to wake up and start asking serious questions about who these companies really serve — because it certainly isn't the customer.
And no, I’m not interested in a friendly chat about how you can "help." The system is the problem.
13th May, 2025
I don’t have any reach out directly contact! I have got the usual pretence to help but please respond exactly to my post on here and contest it please.
The technician arrived within the specified time. He had surveyed whether or not we could have a water meter installed, unfortunately it isn’t practical and he explained very clearly why. He advised us on what further steps to take.
Increase in water bills and fitting of water meters
Like many people, I have been taken by surprise by the 29% increase in my cleanwater bill and by an increase of 41% in wastewater his April. Apparently all approved by OFWAT. It has now been suggested that I look at getting a water meter. The first available appointment for a 'survey' is end September 2025, then after that I may have to wait 90 days for a 'fitting'. However, there might be cancellations and slots available earlier as long as I check back everyday. Do I have time to do that as a single working mum along with everything else I have to do? It seems as a customer, where we actually have no choice in supplier, Affinity Water can act in the interest of itself rather than the consumer. They have a monopoly and we are powerless.
Unbelievable how bad your customer service agent was, simple inquiries about a leakage allowance on my bill. I was advised by the Technician to contact affinity, when the leak had been repaired which it has, the customer service agent couldn’t grasp this information, and stumbled on a answer off I read the meter myself. Explaining it’s outside on a council pavement which I can’t get access, that’s why I was informed a technician was going to call in the first place, so I assume I’m still paying more then I need to.
They don't even deserve a star. I moved to my current property 4 years ago and when I set up the account I found out I was going to be charged double the price I was paying in the previous property (same people, same property size). I was told I would need to have a water meter reading installed to be charged for the actual amount of water used. However, I found out they've been at the block of flats on different occasions and they were unable to install one. After calling the company and request for someone to come to my flat to have a look, I had to wait for more than a month to get an appointment. Finally, someone came, wonder around the flat for 1 minute, took some pictures and told me he would send a report and I would be charged based of the number of people living at the property which is what I was suggesting and expected when I first moved in. I feel robbed and I want now a compensation!!!!!! Disgraceful service! I provided all details as requested and I'm still waiting for someone to contact me!
Received a water bill of over £640. Considering I live on my own in a 1 bedroom flat, this is utterly ridiculous. I applied via Affinity Water's website for a water meter on the 21st February. I was advised I would get confirmation of my appointment. It never came. I spoke to an advisor on live chat, and I was told I WOULD receive confirmation of the appointment in due course. It never came. I then sent an email explaining that I've never received confirmation of any water meter appointment and when to expect my appointment. No reply came. Until today. And that was to say that an engineer had attempted to visit my property to install the water meter, and could not access the property. Well of course not! I didn't know I had an appointment, because no appointment was ever confirmed! Speaking to customer services via phone today, I now have to wait FOUR MONTHS until August for my replacement appointment, which is bitterly disappointing, when I am desperately trying to get more representative bills for my usage. Furthermore, my phone number and email were checked, and I was told I would receive confirmation of my appointment. Guess what? No confirmation has come! This is absolutely painful.
I’m giving Affinity Water 1 star due to poor customer service and a significant price increase of 22% from last year. The water quality has worsened as tgey changed the supply and we couldn’t see any kind of improvements in our area except for repairing…and repaing again burst pipes. When I inquired about the price hike I received generic responses with no real explanation saying that they use every penny for improvement and enviroment - I’m expecting some real facts. Additionally, despite requesting a water meter installation to manage costs, the earliest appointment they offered was in October - now is April. This level of service is unacceptable. I will pay the bill whenever they will deserve those money !
1 star because of Hanna! I called from Hemel on 20th March 2025, to activate my account, tell her I’m disappointed- check my call log for the account and another of her colleague, they didn’t activate my account, they pretended to understand what I was saying and never made my account live. I don’t know how clear one can be, I just don’t understand why the lousy service. Thankfully a lad named Tyler has sorted this out today 23/04/25. Simple request and these people don’t get it. I’m super pissed because I have to wait another 14 days to know how much my bill is and to book a meter installation, and I have a little one at home. do better! I’m not happy with the service.
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