Affinity Water Anmeldelser 

I AM VERRY DISSAPOINTED WITH AFINITY WATER.
I REPORTED - SOME TIME AGO - THAT THE GUINNESS PARTNERSHIP HOUSING ASSOCIATION, WERE LETTING THE CLEAN WATER FROM A TENANTS FLAT, FLOW OUT OF THE WATER TANKS OVERFLOW - 24/7 - FOR OVER 5 x MONTHS NOW AND EVEN THOUGH THERE IS A HOSEPIPE BAN ON AND ADVERTS BEGGING PEOPLE TO SAVE WATER FOR OUR CHILDRENS FUTURE, AFFINITY WATER HAS DONE NOTHING ?
THE FINAL REPAIR / FIX / NEW UNIT WAS SCHEDULED FOR MONDAY 19th OCTOBER, 2026, BUT, GUINNESS RESCHEDULED AGAIN FOR FRIDAY THE 23rd OCTOBER, 2026.
FRESH CLEAN WATER IS STILL POURING OUT OF THE OVERFLOW 24/7 AND HOW LONG CAN THIS GO ON FOR ???
OVER 5 x MONTHS OF WASTING WATER AND AFFINITY WATER DOESN'T CARE ???

I've been waiting since August the 4th for confirmation on an account setup. I have heard nothing and have spent hours in queues waiting to find out what's going on

They were very helpful

Had a nightmare trying to create an online account and when I had finally sorted it I can't login in as it doesn't do anything from the login screen.

Its a long list, which il shorten as best i can; I asked for my flats account to be closed, making it clear the correspondence address was different. Letters with different billing amounts, meter reading dates and due dates were sent to both the flat and correspondence address. This despite me getting a phone call on 5 Oct at 4.38pm from Affinity saying i have no balance to pay!! Then out of nowhere my parents account and direct debit (also my correspondence address) was closed, a refund issued to them and their bill moved to my account. Note: at no point whatsoever was my parents account mentioned or discussed!! EPIC GDPR FAIL - the same account i was told was now closed with no outstanding debit was open and my parents bill transferred to this supposed closed account in my name!! Absolute mess!!! Apparently the account had been opened and closed several times with the person that did this clearly not knowing what to do or asking for help or checking back with me. Ridiculous!

On calling customer services (best to call early to avoid 1hr call wait times!!) Today - Saturday 17 Oct at 9am, I was connected to KS, she deserves more than 5 stars, she resolved everything. The 1 star is for everyone else I contacted at Affinity and the whole experience and time it took me to sort out this absolute shambles. GDPR failure will be reported.

KS re-opened my parents account and the direct debit. She went so far as to ask if they should be added to the priority list, which i greatly appreciated.

She has closed - actually, properly - closed the flat account.

There is another flat that also had issues i wont go into that she also helped me sort out.

So, after repeated attempts to contact customer services, getting emails and phone calls telling me everything was fine when it wasn't, then a 50min phone call (yes it took that long to sort through the mess), KS has sorted everything out.

Affinity - you need to re-train every single person I have had to deal with via phone and email except KS! KS should do the training as she very clearly knows what shes doing!! She is a huge credit and has saved my sanity. Promote her to run the department!!! KS - honestly thank you doesnt go far enough. Your calm, friendly, helpful, going above and beyond manner was appreciated more than I can say in words.

Disgusting service

Very good point

Affinity Water listened to our concern and dealt with our issue promptly.
Customer service was easy to speak to and we felt valued as Customers

Another pathetic performance by AW, in Tring Road, post code LU6 2JX, there is a water leak with water running down the road. Someone reported this on the 05/10/26, leak ref is 147284, the technician reported that they 'couldn't find a leak at this location'! There is water streaming down the road but they couldn't see it! So that company that imposes a hose pipe ban and extolls us all to save water is content to leave the water leaking to waste - pathetic.
Update 15/10/26
Ref AW's response - apparently the technician found the leak then reported he didn't find the leak!! The response refers to the water mains being replaced along this road, perfectly true. However, currently both the 'old' main, where the leak is, and the new main are in use. Properties are being progressively switched onto the new main as work progresses. However, according to AW's email dated 26/08/26 this work will not be completed until 12/04/27. The leak is getting worse, if the water is left leaking until that date how much water will be wasted? Also, to leave it leaking in this way will cause a serious road safety hazard, in winter this water will freeze and make the road dangerous and cause accidents for which AW will be liable. It has happened previously in this area where AW didn't fix a leak quickly enough and it caused an accident when the water froze. Come on AW, think about it, you need to fix this leak!!!

I had an early phone call today from a customer agent, my Direct Debit hadn’t gone through.
I’m self employed and disabled and have high needs disabled dependents.
I felt judged and shamed for my current situation.
I was asked to pay a £1. I literally had nothing in my account and am waiting for payment to come in. This is a horrible situation to be in as a parent and I felt that the agent had zero empathy for the concept of being poor in this day and age.
The cost of living is a crisis, please train your staff to be mindful of your customers individual circumstances.

Excellent staff service

Ahsan, the billing agent, is an outstanding professional who deserves the highest recognition for his exceptional customer service.

Despite receiving a significantly inflated bill from Affinity Water, which caused considerable concern, Ahsan went above and beyond to resolve the situation and restore my confidence in the company. His professionalism, knowledge, and courteous manner transformed what could have been an extremely negative experience into a highly positive one.

Ahsan took the time to address every concern, clarify all discrepancies, and ensure that the matter was resolved efficiently and satisfactorily. His excellent communication skills and approachable demeanour enabled us to establish a strong rapport, and he demonstrated a genuine commitment to achieving the best possible outcome. Not only did he resolve the confusion surrounding the bill, but he also successfully arranged payment during the call.

Ahsan is a tremendous asset to Affinity Water and a credit to your organisation. His dedication, professionalism, and customer-focused approach reflect exceptionally well on the company. Employees of his calibre are invaluable, and I sincerely hope his efforts and contribution are recognised and commended.

Thank you, Ahsan, for turning a potentially disastrous experience into a reassuring and positive one. You are an excellent ambassador for Affinity Water.

I made a mistake on paying my bill & it got sorted quickly & efficiently !

All good water people listen to the problems went well and I am happy

Since the 22nd September there have been in excess of 300 message exchanges between Affinity Water and myself on this subject, numerous phone calls when I can actually get through to a human being and an endless amount of emails.
"CUSTOMER SERVICE " IS NON EXISTENT.
Despite Affinity Water undertaking to tidy up the mess they left outside my home they are aware from previously being advised that I have now paid my local odd job man to clear up the majority of mud they left on my driveway.
However mud still remains on the pavement and along the kerb and no doubt will eventually run into the drain and end up blocking them.
Now my beautiful lawn which they have destroyed needs to be reinstated to its former glory.
You have driven your diggers across it spinning around and absolutely flooding the surface.
WHEN ARE YOU GOING TO ATTEND TO THIS?
You have stated it would be attended to within three to five working days, well? Long overdue? And a very stressed out me.
WHEN ARE YOU PLANNING TO RETURN & PUT THINGS RIGHT?

Affinity waters customer service is one of worst in the water industry, I tried contacting them via phone( totally rubbish) wasted 1 hour 30 minutes hold on the phone waiting for a staff to answer but no answer ) tried whats app even thats Rubbish, so sent an online complaint form asking them as to why have they messed up my affinity water login details ( they lock your account after few attempt's) but I am sure its not my details which is the issue, its most Likely their server has the problem/ issue I am waiting for a reply from their manager

Great customs services and together problem was sorted

Affinity water were courteous, knowledgeable, quick response and solved my query very quickly.

The engineer that came was very helpful, polite and informative and ensured all was working properly before he left.