Affinity Water Reviews 1.622

I cannot believe that you have had the gaul to phone me again just now!!
How dare you!
Which bit of - I'm in hospital do you not understand!!!
I've told you that I'll sort it out over the weekend!!
Do not phone me again - utterly disgraceful!
Yet another awful customer service experience with you!
I had a call a couple of hours ago - picked it up and I said - I know that I need to pay you - but I'm currently in hospital.
I just need to tell you..: I interrupted her and said - you don't need to tell me anything now - I've just told you that I'm in hospital and I have a tube down my throat..
Again she said - I just need to tell you...
I put down the phone!
Rude thoughtless and insensitive!

Update Affinity Water said they would reach out but of course have not! Terrible service absolutely appalling. No customer service whatsoever. Do not deal with this company unless you have no choice

Recently moved in to a new property. Affinity water customerbagent was very helpful and courteous. Thanks for helping me get going.

Their portal is next to useless.
They don't provide an email address, which in this day and age is simply unheard of.
I used their portal to open an account and provide a forwarding address but have not heard back from them.

All I got was this email nearly 6 weeks ago.

Thank you for informing us that a tenant has moved out from the below property. You will receive a confirmation email as soon as your request has been processed.

what kind of service is this ?

I simply want to pay my final bill and move on !!
no bill received to my forwarding address, portal or email.
If they are busy, so am I, I am dealing with this on the bank holiday and their phones are closed, so it's their chat, and they don't take emails, or even any messages on the portal.

Affinity water have been chasing me for months now for a final payment on a water bill. I paid the bill in full back in March after the property was sold. I have confirmed this with my bank and called them to explain. They have now involved a debt agency to chase the bill. I have supplied bank statements but they are still adamant the amount is due - which incredibly is the identical amount to the payment I have already made. I am pretty disgusted that they are now harassing me via a debt agency.

Quick Response Time.
Great communication, informed every step of the process.

i spoke to mr ahsan he was very helpful
and polite and very good at his job
thank you and take care.
B .tristram

Been with AW for a few years at different properties and locations. Service is good. CSA is decent. 👍

I have been with Affinity water for years and pleased with how they operate

Over a week ive been trying to upload documents on there link they sent/ and site for my daughter. They just dont go through ( well if they did they are going to have 100s from the same person).No confirmation emails. Phoned them to be told its the only way to do it. Oh can wait 14 days for paper work to come through post and send that back but things won't get back dated. Dont think this is very fair. Tryed different browsers still no luck doing it. Putting people in to more debt when they are entitled to help because you carnt get your links sorted properly. You should let us do over the phone with sending documents in emails to you if there are problems.

Very poor service without any response after footprint visit and actual month bill to spilt monthly payment

I contacted Affinity Water regarding the poor state and inaccessability of their meter reader as reported by my plumber. They actually told me they no longer maintain the boundary boxes containing the meter reader. This is incorrect. They are responsible for the reader and boundary box.

It is now 26 May and I have not heard a peep from Affinity water, after their promise to put things right. It was just words, as usual...

The water srvice is fine , but their website hasnt been tested or made well at all , iam moving out and its ask for my new postcode , no other options , i just want to close the account , if it doesnt recognise the postcode it says find who supplies you , whats that got to do with me moving out , it not thought out at all terrible, also no email address to send any message , i have no other option but to call them

Well thank you for cancelling my direct debit especially when my account showed - minus £… so much in credit … than the cheek of it charging me £11.00 each month… The stress off showing that l owed over 300? And than said on statements that it was due (and on phone you admitted that was wrong … on top of that … l paid the 300 today …. Why should we be begging for the refund upon asking you about all this …. Only because l asked you Than choose refund me also your end knew l was in credit .. now l have to ring again to get my Back £300. When I fact my account was UPTO… thanks for cancelling the direct debit especially… l rather have my 11 back that you been charging me for nothing …. Might as well come and work for you lot….

Its my water bill, Its the law that I pay it.

Erica from the Kent office was absolutely amazing, took time and care to explain my bill, she went through all my questions so clearly and professionally.
Really good customer service and went above and beyond for me 😊

Was billed for whole year unmetered from 1st april 2025 to 31st march 2026.
Pyments by direct debit over 9 months first payment 22nd april 2025 and final payment Dec 2025
Have been moved to metered billing from 1st of jan 2026 rather than from 1st of april 2026 as payments cover the bill from 1st april 2025 to 31st march 2026
which does not make sense.
Also of the payments already made only part of the final 9th month payment used against the new metered charges from jan 2026 !
Should have used the total paid less pro rata for 1st april to 31st of dec 2025 if you are allowed to change to metered billing midway.
Spent nearly an hour trying to explain to customer service who gave their name as Agnesha.
Asked to talk to someone senior was told I will get call
which I am still waiting.
Perhaps might get a call or correction soon.
If not then no option but to not only stop the direct debit and also under the Bank guarantee try and get a refund of payments already made.
Have also sent complaint via their website !
Freya thanks for replying
My customer number is 1179212-4 so you can reply to me via email and explain the discrepancy.
My customer number is there for Affinity to investigate and reply as I am sure they have a record of my conversation my email address and my contact mobile number ! The reason there is a review here is because they have not replied or contacted me.
Still waiting for a reply from this company who were quick to apologise but now cant be bothered attitude !

Affinity came and fixed a smart meter yesterday, water pressure to the property completely dropped. Called them and literally begged them it’s an emergency as I have 2 little kids and we can’t even use the toilets. They hid behind “their process” of you have 50% water coming to your kitchen so it is not an emergency. My kids can’t even use the toilets. Absolutely no empathy from them, their monopoly of water in the area doesn’t mean they can provide such a rubbish service!

In May 2025 my water bill was £19
In May 2026 my water bill is £35
My usage has Not gone up.
I'm a single guy on a minimum wage, how is this possible!!!