Affinity Water Anmeldelser 

Very disappointing experience with Affinity Water. The website is extremely difficult to use, and I currently have no access to my account information or my bills. I cannot properly view or manage my billing details, which makes it very difficult to keep track of my account.

For a water company, having reliable online access to customer information and bills should be basic. I hope Affinity Water improves its website and restores proper access to customers’ accounts.

I complained and reviewed Affinity Water previously. They installed a water meter at my property but didn't tell me where. They read it for several years then complained to me that it was overgrown and I needed to clear it. When I complained they sent someone out who told me they couldn't find it (even though they installed it and have been reading it for a few years). After my last complaint and them "reaching out to me" I raised a complaint. I was told if I didn't ring to arrange an appointment before 13th August they'd close my complaint.

I arranged an appointment before then made sure this was noted as part of my complaint. Yet they still closed my complaint despite being unresolved. When I complained the staff were exceptionally rude, telling me that in fact I own the meter (lies, they are owned by the company) and I am responsible for keeping it clear even though it's on someone else lands (that Affinity have legal access to but I don't) and they expect me to ensure it is clear each time they come to read the meter (which they don't tell me when they are going to do) and if I want the meter moving they will charge me over £1000 for the privilegae.

Oh and they moved me to the high rateable value tariff (5+ bedrooms, which it isn't) rather than asssed charges until it is resolved.

Their complaints process is a joke. I previously raised a complaint by phone but they didn't actually log it as such (which they have admitted), WhatsApp support is useless, 40+ minutes between responses and their online complaint form only accepts 100 character (not words) so deliberatly made to be of no use. The only way I can actually get a complaint raised is to send them a letter by post with signature!

It's very important
With every company to have good staff and that's exactley
What affinity water has got
I have always found the staff to be very polite and very helpful
They will as always do there best to resolve the problem fast

Reported a meter cover stuck up at a trip angle on the pavement outside a front door. Within a coule of hours the cover was replaced and the trip hazard eliminated.

Absolutely appalling experience with Affinity Water. Our bills seem to fluctuate constantly, despite our water usage being virtually the same and in recent months, we have actually used less water, yet our bills have continued to increase without any clear warning or explanation.

The customer service is just as bad. Every time we call, we seem to get a different answer depending on who we speak to. There is absolutely no consistency, and it often feels as though the staff haven't been properly trained or don't understand the billing system themselves. You're left speaking to someone who simply doesn't seem to have a clue what's going on, while you're trying to resolve an issue with your own money.

This isn't the first time either. On several occasions, we have been overcharged, only to receive a refund and then see our bills increase again just a few months later. At this point, it is incredibly frustrating and difficult to understand how the charges are being calculated.

What makes it even worse is that households have no choice of water supplier. We are essentially stuck with Affinity Water and cannot shop around for a better service or price.

It is incredibly frustrating to see ordinary households struggling with rising costs while water companies continue to make millions. Customers deserve clear, transparent and fair billing, not unexplained increases and repeated overcharging.

Very disappointed with Affinity Water and the lack of choice available to customers. This situation needs far greater transparency and accountability.

It was sorted but lengthy discussion and held on phone for a very long time

I’ve been with affinity water for over 30 years I get my bill pay mounthly and pay before next bill hard times disabled husband works I can’t anymore got rods et in my neck . On checking new app string up payments before next bill which is up to date only 137 to pay there letting debt collectors sort it out why I’m not behind on time . I’m sick to death being treated this way when I pay my bills and it’s hard no capped amount not on benifits yet affinity water even in message said it’s sorted it’s not what the hell so upset depresses me I have to deal with this while having ill health my husband working hard

Waste charges too high. Not fair as barely use any water but bill too high. Hosepipe ban out of order
Fix your leaks build your reservoirs and stop ripping your customers off

I recently moved into my new home and I am extremely disappointed with Affinity Water. I am currently being charged a fixed rate of £86 per month because there is no water meter installed. This is incredibly unfair. Both my wife and I work and are out of the house for most of the day, meaning our water usage is very low. At my previous property, our metered bill was only £15-£20 a month. It makes absolutely no sense to pay four times that amount for water we aren't even using! I urgently need Affinity Water to come and install a water meter at my property so I can pay for what I actually use, rather than an arbitrary and expensive fixed charge.

The response was timely and the experienced operative cleared the water over the meter quickly and explained it looked like rainwater seeping in from above.IUt has not recurred

i AM UNABLE TO ACCESS MY ONLIME ACCOUNT AND HAVE NO IDEA WHAT MY BILL IS FOR WATE WATER WHICH I HAVE BBEN ADVISED BY SOUTHERN WATER IS NOW UNDER YOUR COMPANY TOO.
TRIED TO CALL BUT WAITED OVER AN HOUR AND STILL DIDNT GET THROUGH.
TERRIBLE SERVICE TO DATE.

Easy company to deal with. Not much interaction with them, so that's always a good thing. Never had any issues with the bills or problems when I moved and left.

I am unable to access my account on the website or app. I have reported this to staff.

Shocking service! Terrible quality water! Won’t fix our town softener! The water is affecting my stomach, my hair and skin badly. It’s disgusting and the kettle is full of limescale after a day!!! FACT!!!!!

The guys that came out was quick and checked the area and helped and repaired in a few days, so I can not complain about this and would give them 5 stars, they tidy up area and looked good as well.
The call centre and afterwards not so good, bad communication, not clear on meter reading, one person saying read meter and call back in 2 weeks another person sent a letter saying all is well.
So got to wait for the bill and look at what the difference is, had to do a lot of chasing on my side not good service.

The customer service advisor is very friendly.

Very helpful and patient lady

Our water is undrinkable. There are black particles that come out like sand from all of the taps. There is high lead and nickel content. We have been given no confirmation on what has caused any of this. It has been going on for on since 24th July 2026. We cannot drink the water or use it to cook. It is an appalling service.