Affinity Water Anmeldelser 

Subject: Urgent – Water Account/Billing Investigation Required

CANNOT GET THROUGH ON PHONE. CANNOT CHANGE THE AMOUNT THEY HAVE SCHEDULED.

Dear Customer Services,

I am contacting you because I am extremely concerned about the recent increase in my water payments.

My payments have trebled, despite the fact that my account was previously in credit. I am on a water meter, so I would like a full explanation of why my charges have increased so significantly.

I have also recently discovered that three neighbouring properties have apparently not received a water bill this year and have not made any water payments.

This has understandably raised concerns that there may be an issue with the metering or supply arrangements in the area, and I would like you to urgently investigate whether my meter could be recording water usage for any of these properties, or whether there is any other billing or meter allocation error.

Please can you confirm:

* The meter number registered to my property.
* The current and previous meter readings held on my account.
* Whether those readings were actual or estimated.
* The amount of water usage recorded for my property over the last 12–24 months.
* Whether my property shares any part of its water supply with neighbouring properties.
* That the water usage recorded against my meter relates solely to my property.
* Whether the meter and its connection have been correctly allocated to my account.

I have tried several times to telephone but have been left waiting for approximately 20 minutes each time, so I have been unable to speak to anyone.

Given the substantial increase in my payments and the circumstances regarding the neighbouring properties, I would appreciate this being treated as a formal billing/metering query and investigated before any further increased payments are taken.

Please provide a written response explaining what has happened and, if appropriate, arrange for the meter and supply connections to be checked

There is poor service in fixing leaks. I reported a leak on the 27th July 2026. According to your website, it's still ongoing since when I last checked, and I confirmed on the 26th August 2026 it was still leaking

The leakage confirmation email with a "track your leak" is broken which I fed back after an 8hr chat on whatsapp. The map never updates with a status so you have to call and sit in a line for customer services for over 10 minutes.

Upon speaking to the advisor on 26/08/2026, she advised me that it would be fixed by the end of the month and that a technician has been out. Upon complaining about the lack of any updates (the map still says "We've confirmed the leak report", stage one of triage, she said she'd contact someone technical and give me a call back. Absolute radio silence. I have technical experience so would be able to provide useful feedback but silence...

It's absolutely appalling, it's far far easier to deal with Thames Water than Affinity.

(If you want to investigate the Leak ID is 137229 and my details are the reporter)

So after going round in circles claiming I have used the same amount of water after a leak was repaired to before the leak was repaired. I am then told my high bill is due to a dept, however going by my usage & what I have paid for the 4 months doesn't add up to even half the dept you claim I owe! Ive lived here 4 months!, when querying this, my chat got cut off, I've raised a complaint nothing was resolved or delt with, affinity you can not expect people to just pay what you say with explaining it evidence! Disgusting, Hannah senior advisor do better. I was told I would be contacted within 2 wks, no one bothered to call, you think a text is service to say there are no issues pay is acceptable, then to cut me off without explaining the debt!!
Dodgy dodgy dodgy

Staff were knowledgeable and helpful as well as fully motivated.

I have tried to call several times to speak to someone. It doesn't matter what time of the day I call, I can never get through to someone. I called first thing in the morning and was told that wait time for 25mins, instead of the time decreasing, it kept going up.

Moved into a new area on 3rd July, we are now in September and still haven't been able to get through.

Was happy with my response and helped me get Affinity water gave me

Ongoing issues logging into my online account still unresolved after several months and countless phone calls. Every call handler seems to have a different reason for the problem but nobody can resolve it.

Hi. I have issue with support from affinity water. We have with neighbou water meters and many years I paying for his water bills and he pay for mine.( because when meter was swap whan was installed first time 1999) and so many years we doesn't now, only whan last bill come. Support I didn't get, no any call back, email or anything to support customer. I calling alredy 4 times for month and only what I hear wait whole my neighbour alredy swap meter number. And this point now he pay for his and I pay for his water too. Try they book injeneer, they telling don't needed. 😞😞😞

I unfortunately joined affinity water last year and set up a monthly plan with my payments. However it seems that when they completely chnaged the layout of their website it completely cancelled my monthly plan I had set up and now I had to set it up all over again. How is that even possible??? I was wondering why I hadn't received my bill for the past 3 months. It is a complete sign of failure on the companies part that my direct payments were cancelled as soon as they up updated their website.

Here's something I just found out I tried to set my direct payment again and it said that because a payment is in progress it will be impossible to change how often I pay. What??? Who even designed this horrible website. All I get from Affinity Water everytime is frustration and annoyance.

It's the worst customer service ever
They charge customer more just to caver water wastage
Smart meters not working correctly my and my wife was changed over 4000 litre a day when must of time we are out ? When we discovered the meter did not work correctly, the customer service tried to bullying us

Customer service, knowledge of Call handler and the Call handler not being in some overseas Call Centre.

I received a message from Becky with no telephone number, so I wrote another review (complaining about my treatment) and received a reply from Holly. Regretfully still no telephone number. Two nice messages. Could someone please tell me what telephone number I should call (and what department it is the telephone number of) I would like to have a productive and agreeable conversation with somebody please. Someone called me yesterday (24/8/26) but I was in the middle of something. Unfortunately he did not call back. I tried to call back twice, but your computer said there was no-one I could talk to!
Could you please make sure that I receive copies of all the calls between myself and Affinity.
I did send an email to you on 18/08/2026 but have not yet received a reply.
Please let me have the telephone number I should call. Thank you.
Regards
Paul Partridge

Dear Affinity Water,
Your recent hosepipe‑ban emails are unnecessarily patronising. If Affinity Water devoted the same energy to repairing the countless leaks across your network as you do to lecturing customers, we wouldn’t be in this situation. Households are being asked to "do their part" while your infrastructure continues to waste millions of litres daily. And honestly, don’t get me started on the water bills — customers are paying more every year while your network leaks like a sieve.
If Affinity Water truly cared about its customers, you might consider trimming the oversized salaries of your highest‑paid executives, instead of squeezing households with rising bills and condescending messaging.
Please focus on fixing your own system before issuing more hollow reminders.
Kind Regards

This must rank among the worst utility companies in the UK, worse even than Thames Water. Website never works, just hangs there, poor customer service, bills not sent on time, threatening customers with disreputable doorstep collectors, multiple leaks on their unserviced pipe network, need to be reported to ofwat, but don’t hold your breath!

I phoned up about 2.00pm to advise of a burst pipe/leak, as in water coming out at quite a speed from the pavement manhole. The gentleman asked a few quick questions to establish if this had been reported previously. The next day I didn't see any employees, I can't see from my property, but the leak had been stopped and had barriers and cones now shielding this area, and I believe that within 48 hours all work had been completed. So I would say that's good, especially with the current weather I'm pretty sure this would not have been the only leak reported.

I would also like to add, that whenever I have phoned Affinity Water, everyone has always been polite, professional, cheerful, friendly, helpful and knowledgeable.
And for me, not being the most ‘techy’ or a confident computer user, to be able to speak to human beings with any queries etc is very much appreciated, so thankyou for that.

Contacted about the use of hosepipe as a pensioner, with health issues. Very understanding and helpful, with a satisfactory result. Very pleased with service and outcome.

Great customer service and information proficiency on point

What a joke Affinity Water are. Months I’ve been trying to sort out my billing as now I’m not working. Bills are extremely high and I’m a very low household but they can do nothing about it. Customer service is disgraceful and extremely unhelpful. A change in someone’s circumstances and trying to get help to sort things out is not to be judgemental and patronising which customer service are. I set up a direct debit online only to find Affinity Water have taken £129 from my account today. NO notification this had been set up and NO notification of the amount my monthly payments would be. Shame on you Affinity Water, crap utilities company, sort out your staff, have qualified accounts and billing staff who know what they are doing, and customer service need bloody good training on how to deal with customers.

Affinity Water Rocks