Affinity Water Anmeldelser 

Reported my genuine review instead of resolving the complaint

I honestly thought my experience with Affinity Water could not become any more upsetting, but apparently it can.

A few days ago I left a factual 1-star review explaining the ongoing problems I have had trying to get a simple affordable payment arrangement put in place.

Rather than actually resolving the underlying issue, Affinity Water has now reported my review to Trustpilot for allegedly containing someone else’s personal information.

When I followed Trustpilot’s link, the information Affinity had reported was highlighted for me.

It was my own Affinity Water account number.

Not an employee’s details.
Not another customer’s details.
My own account number, on my own review, about my own account.

Trustpilot’s own Guidelines for Businesses, under the section “It contains personal information”, specifically state that they will not remove a review simply because the reviewer has included their own personal information.

I have therefore disputed Affinity’s report with Trustpilot and will also be raising the matter with Trustpilot’s Content Integrity team.

I find this deeply upsetting because it just adds another layer to an already exhausting experience.

For over a year I have been trying to get Affinity to put a straightforward, affordable payment arrangement in place.

I am disabled, on their Priority Services Register and have repeatedly explained my communication and accessibility needs. I have repeatedly offered to pay. I have asked for an £8 Standing Order — an option Affinity themselves previously suggested — or, if they will not accept that amount, simply for them to tell me what affordable amount they are proposing instead.

That still has not happened.

Instead I have been passed between departments, directed towards telephone and online systems I have explained I struggle to use, received threatening recovery correspondence, gone through Affinity’s complaints process, involved the Consumer Council for Water and escalated the matter to senior management and vulnerable-customer support.

I still do not have a properly agreed payment arrangement.

And now, after publicly explaining that experience, I have had to spend even more time defending my review against a report alleging that my own account number was someone else’s personal information.

I cannot know why Affinity chose to report it, but from my perspective it feels like yet another obstacle when all I have been asking them to do is resolve a very simple problem.

Trustpilot’s own guidance also makes clear that businesses should only flag reviews where they genuinely believe the guidelines have been breached. A business simply disagreeing with or disliking a negative review is not a valid reason to report it.

I will be asking Trustpilot to examine the report and the circumstances around it.

This whole experience has had a serious effect on my mental health. I am a vulnerable disabled customer who has repeatedly asked for help and reasonable adjustments. Every new warning, rejection, redirection or administrative hurdle causes more anxiety and distress.

I should not have to fight this hard just to pay my water bill in an affordable and predictable way.

Affinity: please stop making me jump through more hoops and actually resolve the account.

Give me one person who will communicate with me in writing, give me a clear answer on the payment arrangement, and let me finally put this behind me.

I spotted a water leak on the pavement, i reported it to affinity water the next day some one had checked it and it was quickly repaired, I was pleased at how quickly they responded and fixed the problem. RAY W.

There has been a leak in Hyde Terrace Ashford Surrey (TW15 1TB) now for 2 months. They were advised about it some 4 weeks ago (around 4th October).
Turned out to repair it some days later, only to create a worse leak.
Water had now been leaking since then at a continous rate.
WHY AM I BEING TOLD TO CONSERVE WATER WHILE AFFINTY WATER ARE NOT INTERESTED IN REPAIRING THIS LEAK

like many other customers cant log into my account.tried everything.tried resetting that wont work.had no problems before some big idiot at affinity water changed the format.hope he got the sack.spoke to customer services that did not resolve the matter.they used to be good now useless.if i could change to another supplier i would in a heart beat!!!!!

Mohammed is an asset to your billing team, he provided a listening ear to a problem with my account and my charges. He was so professional and we came to an agreement.
He should be recognised for his stellar attitude and customer service skills.

Shocking £2,543 Bill and £475 Monthly Payment Plan I Never Agreed To!

I am absolutely shocked and disgusted by the way Affinity Water has handled my account.

I have suddenly been informed that I owe £2,543.05 and am expected to pay £475 per month, despite NEVER agreeing to this payment arrangement.

I was not even aware that my account had allegedly been undercharged! This is the first time I have been made aware of such a substantial amount being owed, and instead of receiving a proper explanation, I have been presented with an enormous bill and an unaffordable payment plan.

How can a customer suddenly be expected to find thousands of pounds for an alleged undercharge they knew nothing about?

I find this completely unacceptable, and I seriously question whether Affinity Water has acted fairly or complied with its legal and regulatory obligations.

To make matters worse, Affinity Water has separately informed me that my water usage is unusually high and there could potentially be a leak at my property. Yet I am being expected to pay this huge amount without the cause of the unusually high charges being properly established.

I cannot afford £475 per month. The money will not be available in my account, and I have never authorised or agreed to this repayment arrangement.

Customers should not be put under this kind of financial pressure, particularly when there are unanswered questions about the accuracy of their bills.

I want Affinity Water to explain exactly how this debt has accumulated, why I was not made aware of the alleged undercharging sooner, and why a payment plan was imposed without my agreement.

I also want the outstanding balance investigated, including the possibility of a leak, and the £475 monthly payment arrangement stopped immediately.

I am not refusing to pay legitimate water charges, but I will not simply accept a massive unexplained bill and an unaffordable payment plan without challenging it.

This is an appalling way to treat a customer, and I expect a proper investigation and resolution.

Beyond abysmal

0 Customer service and rude agents.
Awful waiting times
Horrible unusable website with a horrible CRM that doesn't correlate to details on letters sent.

Will send you Outstanding Bill letters and then make it impossible to pay them.

Absolute sham of a company with an unfortunate monopoly on water in my area, otherwise I'd soon rather get my water from the rain clouds than give this disaster of a company my hard earned money.

Thank god for the CCW exists otherwise who knows what else these charlatans would simply get away with this.

NON EXISTENT SERVICE-AFFINITY WATER needs to be fully investigated !!!
REF: STOP TAP- AFW/131/0/00022/0006/LR

Dear Becky
In response to your reply on Trustpilot yesterday (below) I am writing again so that there is no misunderstanding to inform you that I have given you all of my details as requested via the secure link so they can be no more excuses or delays would you please confirm that you have received my information so we don’t waste any more time?
If you haven’t received it then just refer to the account number
AC no. 2620778-1 .
To resolve this important problem an engineer needs to visit and gain access to the outdoor road communal stop taps are situated , check the state of the stop taps and NUMBER each one , so that the eight residents can identify which one is which .
This really can’t be that difficult can it?

Reply from Affinity Water
A day ago
Hi Gail, I am sorry to hear you are unhappy with the procedures in place and the service we have provided. I have requested information from yourself, such as mobile number, email address and cusotmer referance number. This information will help me locate your account and pass these comments over to our complaints team.
If you do not wish to give us these details via the secure link you'll receive in your emails, please call us on - 03453572407, as we have no way of contacting you without it. We look forward to hearing form you. - Becky

Sold house, rang to give final water meter reading. Took 17 minutes to explain this to customer service man with very poor English speaking skills. He advised it could take a month to receive a Bill. Don't use this Company unless you absolutely have to.

Affinity Water mains renewal started in our road 5th Oct. On the first day they damaged the existing water main which caused a large leak, we reported it but nothing has been done. With the amount of water flowing down the drain, we have estimated that the total water wasted by Affinity Water Mains Renewal will be 2.6 million litres, as the work is scheduled to finish 3rd December. So far Affinity Water Mains Renewal have wasted 733000 litres.

30 litres a minute, 1800 hour, 43200 day x 60 days = 2.6 million litres flowing down the drain.

We have named the leak The Affinity Water River, ducks have been seen where it pools at the bottom of the hill.

NO NEED TO ANSWER THIS AFFINITY WATER. YOU HAVE A MONOPOLY SO WHY WOULD YOU CARE!

Becky, It's ok, this leak has been reported several times and we know what the answer is from Affinity Water Mains Renewal as I've seen a similar reply to another 1 star review, "The leak to the old main will stop once Affinity Water Mains Renewal has installed the new main". Which means Affinity Water aren't going to send out another team to fix the leak in the old main. I just wanted to let people know the poor experience we have had with Affinity Water Mains Renewal.

UPDATE: 28th Oct
We sent pictures of the water streaming down the road when reporting the leak to Affinity Water. The response from AF "We've investigated the leak reported here but our technician couldn't find a leak at this location. If you've spotted a leak in this area, please submit a new leak report. This leak will be removed from the map on 11/11/26."
WOW THIS IS UNBELIEVABLE, AFFINITY WATER MAINS RENEWAL HAVE NOW WASTED OVER 800,000 litres of water through this "INVISIBLE LEAK".
LEAK REPORT: 148636

Awful, most of the time I can’t even login to my account.

⭐⭐⭐⭐⭐ Excellent Service – 10/10!

I would like to give Affinity Water a 10 out of 10 for their excellent service. My experience has been very positive, and I appreciate the way I have been treated. It makes such a difference when a company takes the time to help and makes you feel valued as a customer.

Thank you to the Affinity Water team for your support, professionalism and helpful approach. It is lovely to have a positive experience, and I am happy to recognise good service when I receive it.

Keep up the excellent work! Highly recommended.

Staff were very helpful and friendly, kept me informed with the timescale and what was to do done
Excellent service

Awful service they replied to my first review gave them the information they wanted,and then nothing,there customer service is in a word rubbish,really need to renationalise these companies as they do not know how to run a company,need more people on phones if they do not do emails,now having to go to there ceo via local MP,I’m surprised they’ve got a 3.4 average !!

When I moved into my property, Affinity Water billed me for a staggering 29,000 litres of water over just 12 days (over 2,400 litres a day). I immediately took my own verified readings showing my actual usage was only 4,000 litres over the following 19 days (around 210 litres a day) and asked them in August to recalculate the opening bill on a pro-rata basis.

Instead of fixing an obvious error, customer service agents repeatedly insisted across multiple phone calls and emails for over two months that the move-in figure was a verified "actual, accurate meter reading" and claimed the bill was correct. They tried to make me pay for roughly 26,500 litres of the previous occupant's unbilled water.

It was only after I refused to back down and demanded dated proof of the opening reading that they finally admitted in late October that they had no evidence of the initial reading and that it had been wrongly recorded as "actual." While they have now reissued the bill, the amount of time, phone calls, and effort required to stop them from overcharging me is unacceptable.

Worse still, this is not a one-off mistake. Affinity Water put me through this exact same loop with an unverified move-in reading during my previous house move as well. Automatically treating closing estimates as "actual" readings until a customer demands proof feels like a systemic failure.

I have now raised a Formal Stage 1 Complaint regarding the repeated misdirection by their staff and the time wasted across two consecutive house moves, and I am currently waiting for their reply to see if they will properly compensate me for this ordeal. I will update this review once they respond. If you are moving into an Affinity Water area, photograph your meter the minute you get your keys and never take their word that an opening reading is 'actual' without demanding dated proof.

Affinity water 😱have not been able to login to my account for several Months downloaded the app same problem tried to phone 45 mins waiting time now on whatsapp and it is now over an hour and nothing there is poor service and then there is Affinity

Update got a message on 23 rd October to reset my account so like a good boy did this and got an email back from Affinity confirming all good and guess what it does not recognise me after confirming all good
Useless just useless just email me a monthly statement

I had my water meter changed yesterday. Water supply is now a trickle of 0.5 bar. I understand that they can reduce pressure,
but legally everyone is entitled to 1 bar minimum.
I phoned their number, no answer after 30 minutes. Clearly insufficient staff to answer volume of calls.

I had a 'smart' meter installed a few weeks ago and eventually set up both an online account and and the app making sure that I made a note of the password. Eight days later I sent in my first reading of 1 just to make sure that I was able to submit a reading as there was no 'smart' data to be seen. I tried to login again today and failed with the correct password and tried to change the password but never got the email. The waiting time on a reply to my call was 22 minutes which is disgusting. If I could select no stars I would. I am a PSR customer.

Got through very early this morning and was told that I will get a password reset email in 3 DAYS!!! Smart meters maybe but stupid IT systems. I despair.

27/10/2026
With the help of both Yoly and Anna on following days I got my email address on the account changed first by Yoly and then got a password that worked from Anna as it seems that the password reset function is problematic. I increased the stars to two as none of this should have been necessary.

Affinity water was our water supplier for a while during our time in London. Recently i needed some back dated bills and Sasha from affinity water was super helpful, nice and kind to sort it our for me.