Affinity Water Avis 

Useless staff . Have no clue what they are saying on the phone. Lack of experience. Wasted my time.

You flood our rivers and seas with sewage, overcharge us for a basic a commodity, your directors take huge dividends whilst we struggle with the cost of living. Also you have bodged a water meter installation and expect me to be happy with it. As far as im concerned you are criminals. Also your new app is absolute rubbish and I cant even log in. I would suggest to stop fishing for good reviews and get on with sorted out lower prices, less water leaks and most importantly stop polluting our water system.

Given up trying to get them to bill me, have provided full and complete information on many occasions over years (!) but they still can't seem to get their act together. Quite unbelievable and I hate to think how this reflects on everything else they do?!

I moved home and I joined Affinity water. No fuss at all, it was easy to join a week before the moving date. But in the minute I created the account, they created a payment plan for the next 6 months and instantly issued the first bill, even if I wasn't even moved in. The monthly pay they ask me to pay for the next 6 months is double the price I used to pay before. I totally understand the payment plan, but I think it would have been best to watch a couple of months before and see how much water we consume as we have a water meter, and then set a plan.

Took 10 day's to get my email address recognised, and my online account still shows as closed very poor show by a large company can't get biometric login, your online account is stone age..worse it doesn't work..👎

Very fast response and professional team that explained clearly what the best course of action to take and why

Quick response. Great customer care easy paper work.

expencive.

Can’t get into account, have called twice to get registered, have been told this will take 14 working days to get a response last month and this month. Agent was also not able to give me an estimated quote for my DD each month

I can’t check my bill and my account is locked

Great experience

Whenever i have had cause to contact Affinity Water i have always been greeted with a kind courteous and very pleasant person whom listens to my query and always has a solution.They explain all that is going to happen next.I have no hesitation when I recommend AFFINITY WATER to my friends and colleagues.THANK YOU.

Very helpful customer service, even organised a video call with myself and an engineer to find the stop tap outside my property. Also the team that was sent out to install my water meter were great and quick to sort it out. Very pleased with the service!

Had same account for years.affinity updated there system.now can’t login.reached out to them with no help at all.aftre a lot of messing around I had to set up a new account with a new email.what have they done to mess everything up.the new system is rubbish.what happened to my old account.absolute shambles.they say they reached out to me?they have not?……

I wrote the review below as I was disgusted and appalled with the lack of response from Affinity Water.
A few days later, I received a response on Trustpilot saying they look forward to hearing from me .
Are they sure!!!!
I’ve already wasted hours and hours out of my life trying to speak to a real person and they want me to contact them. It’s totally impossible.

I want to make an official complaint. Could somebody at Affinity water be kind enough to contact me so that this important problem can be resolved.
PLEASE DO NOT INSULT ME AGAIN BY ASKING ME TO CONTACT YOU !!!!!!! IT IS IMPOSSIBLE !!!
KINDLY CONTACT ME

gail strutton
28 ago 2026
THE WORST EXPERIENCE EVER!!!
It is impossible to speak to an actual person, even though the problem needs solving
When you call Affinity water you may not know it but you are speaking to a bot.
During an unbelievable three hour chat, every excuse was made not to come and visit the premises and rectify the external stopcocks which are the responsibility of Affinity water.
The problem has not been resolved.
They say I’m speaking to an actual person, but I’m not.

Outside the 8 apartments, there are 8 external stopcocks. These stopcocks are all buried in mud and inaccessible to turn off .
In addition the 8 stopcocks are not numbered ,so it is impossible to know which one belongs to which apartment..

I will be making an official complaint to Affinity Water

A tip - When you chat with Affinity water make sure you keep a screenshot of the conversation.
If you can , check the main external stopcocks to see if you can gain access in case of an emergency.
If not, it may be too late and may cause unnecessary flooding in your home.

Mark Garth - CEO of Affinity Water and his team need to
take a serious look at the way complaints are handled particularly complaints that need attention quickly.

The service at Affinity water is truly appalling

Affinity wasting road users time - again & again. They set up four way traffic lights at the junction of Tring Road, Dagnall Road and Harling Road last week - see previous review. A week later the lights have gone wrong causing massive chaos and delays this morning. No one is working on site, tried to get through to Affinity to report the problem but that's impossible in any sensible amount of time.

Just moved to a new property

Since Friday have had water flooding my garden, Affinity said on Friday it's not their problem

Had someone from my HA out today who confirmed its a leak on the mains on the street.

Affinity told him I need to open an account before they'll come out. For a mains leak. On the public footpath. That's been flooding my garden for 3 days.