Affinity Water Opiniones 

Tried to contact Affinity again!! They email you but apparently you cannot reply by email?? Instead you get a ridiculous chat messages that go on forever and i still cannot access the website and they still havnt sorted my correct bill out!!
Absolutely pathetic attempt to help me!! Company just send a polite reply but do nothing???
Worst company i have ever had to deal with so if you want your money the give me a ring? You got my number !! Am not sitting waiting an hour of my life waiting on the end of the telephone line!! Sort it out you pathetic idiots

Water repairs in Stonegrove HA8 disrupted again this work should be done as a priority but there is never anyone doing any work, and is not treated as a priority, signs for road closure are not put in the right place and there are vehicles driving fast only to find that the road is closed and having to turn back, Affinity keeps closing this road and there is only one bus service and again we are disrupted the work should have been done properly in the first place

We've called twice regarding a name correction on our bill,at first they referred to me a woman as Mr, they have corrected it but but now they referred to my husband,a man as a miss..,we paid our bill on the 4th but up until now, (the latest i checked was the 24) it shows nothing has been paid...don't understand what the problem might be 😏

The new app is diabolical. Constantly logs you out and provides no additional benefit to the website, which is also leaps and bounds worse than it's neighboring WC's, a massive downgrade from Thames Water

Trying to get them to fix a leak is a nightmare additionally. The website is such a faff to use and it takes them months to fix it, regardless of the time of the year

Customer service agents are brisk, rude and start every call demanding to having your customer number, even for reporting a leak. They sigh as if you are the biggest inconvenience to their day. Hold times have been as high as 30 mins before too, which is incredibly frustrating.

Whatsapp service also just don't reply! It's really annoying

Affinity Water has redefined what terrible customer service looks like. It is genuinely one of the most frustrating companies I’ve ever had to deal with.

Calling customer services is a complete waste of time. You can spend hours—potentially an entire day—on hold without ever speaking to anyone. Their online reporting system and contact forms are equally useless. They give the impression that you can report an issue, but the forms either don’t work properly or won’t let you submit anything.

It’s hard not to conclude that these systems exist to create the appearance of customer support rather than actually helping customers. For a company providing an essential public service, this level of inaccessibility is unacceptable.

Customers deserve to be able to report problems, receive updates, and speak to someone when things go wrong. Affinity Water should stop making it so difficult for customers to get help and start delivering the level of service people are entitled to expect.

waiting on line to speak to someone about my bill , no answer, waited 20 mins , after 19mins the next message said there was a 22 min wait !!!.

ive been overcharged and i cannot get to speak to anyone regarding my bill.
thievery by stealth !!

I am writing to express my dissatisfaction regarding an unresolved Affinity Water account lockout that has persisted for approximately two weeks. Despite multiple calls to Affinity Water and significant time spent waiting on hold, I have had to repeatedly explain the situation to different representatives. While I was informed on two separate occasions that the issue was escalated to the Affinity Water IT department, I have received no meaningful updates or resolution. Given that water services cannot be switched to an alternative provider, this prolonged lack of action is unacceptable, and I request an immediate update and resolution to this matter.

23/07/2026 - 22:26: With reference to your reply, I note that your reply is just a (bot) standard reply that Affinity Water appear to use for many people/customers. I have contacted Affinity Water and provided details on numerous occasions but a resolution to my locked account has not been forth coming.

23/07/2026 - 22:33: I have added my Affinity Water Customer Number, Name and Email as per your request.

Locked out of my account for two months and nobody cares! They changed their login portal for some reason from an ok and slightly buggy one, to a new and completely unresponsive/broken one. My email has a symbol in it like many email addresses. But the new portal does not accept symbols in the email field. So now I can't access my accounts. I can't submit meter reads, pay bills, see bills etc. I've emailed, called, emailed again, emailed the CEO. Nobody gives a dam. There's 30-40 days between email replies and no action ever taken. Can't believe the level of indifference and dithering in the IT department. There's no way this is too hard to fix and I know I'm not the only customer.

Affinity water have changed their criteria for passwords so you have to change your password. This led me down so many dark alleys. Finally did it . then they wanted my personal details updated, actually just repeated what was previously on there, went round in circles with date of birth, then they wanted property details updated, which I did, again, just repeated what was already on there, then it just hung. Went on their what’s app and had to input all my details again, up comes a message about abuse of their employees, unnecessary threat, I felt, and now I’m hanging on the end of the what’s app wondering if anyone is going to answer.
Update, tried to sign in with new password and up came a message to say I’ve tried 5 times so I’m blocked and I have to reset password!
So, now on phone where I was told wait time is 16 minutes, 5 minutes later it’s still 16 minutes, 5 minutes later the wait time has gone up, 5 more minutes and it’s gone up again! Really don’t know what to do, I feel Im blocked from my account.
Trying to login but it wants me to enter all my details again and it then stalls. Missed phone call and now only ways to get back into discussion is to hang on the phone for however long and start again or go on their messaging system and start again.

While been a customer from 2019 to 2026 No problems and very good service. Thank you.

Affinity is my water supplier and unfortunately it is not possible to change suppliers unless you move house. Two to three years ago they told me the law had been changed, they were going to install a water meter and there was no choice and nothing I could do about it. They told me it would be installed on the road outside my property. A month or so later I was told it had been done and I was now on a metered supply.

However last month out of the blue they sent me a text message complaining the area of my garden where the meter was located was overgrown, telling me to cut it back and contact them when I had done so. When I contacted them, they told me the meter for my property had actually been installed in someone elses private garden (to which I have no legal access so I can't just go tidying up their garden).

I contacted them and raised a complaint and told them it needs to be moved if it is in someone elses garden and I am not going to be held laible for the condition of someone elses garden. They sent someone un-announced to my address and then told me that because I wasn't in I have to make an appointment for someone to visit, but I am at work in the hours they can do and do not have any leave.

Although I was up to date with all my bills (and paid the last one only 6 weeks ago, which was supposed to be for 6 months), they then responded by moving be to "rateable value" billing because they had been unable to read the meter. However this wasn't the rateable value I had been on before. Oh now. They have now decided my property has 4+ people living there and 5+ bedrooms. it's a 2 bed terrace. They know that from the previous charges. They thend send me a new bill for over £600 to replace the one I had previously paid (under £200) and complained that it was overdue and if it was not paid within 30 days they would report to a credit agency.

They installed the meter, they should know what it is connected to and should not put it in someone else garden. Now they are trying to force me to pay more because of their actions.

Their website says the best way to contact them is via WhatsApp. They took about 45 minutes to respond after I filled in all the basic details. Then told me they needed to check the billing. They got back to me 90 minutes later, then cut ME off shortly after because EI had not answered. I tried to complain on their website but there is only a form that allows a *maximum* of 100 character (yes characters, not words) so basically making it impossible to complain to them. They are a shocking company. I will also be contacting the Consumer Council for Water to report the behaviour of this company.

I wrote to customer relation on 6/7/26 asking them to call me. We are on a shared supply and our new neighbour had said that they would be prepared to take on the bill for the meter in their garden. I wanted advice as to how this could be achieved. Having received no reply after a week, I called on 13th July and left a message asking someone to call me with the reference number of my letter. On 20th July I called again. After about 20 minutes my call was answered. I had a lot of difficulty understanding the operative who had a very strong accent. She also had trouble understanding me. She found my letter of two weeks before and then left me on hold for ages while she read it. She then said it was being ‘investigated’ and that someone would respond in 14 working days. I asked why no one had called me and she said they had. I said I wasn’t aware anyone had called and they hadn’t left a message. She then told me they had. I refuted this and then she changed her mind and said they hadn’t actually called. So no one has called despite my request and I have no idea what is being investigated as my request is straightforward and can’t be investigated without information from me which they haven’t bothered to ring to get!

Received a bill (OCN) never received one of these before and all our bills are paid on time and up to date with none outstanding but still received an OCN instead of a normal invoice this has caused alarm and distress. Problems also with OVO who have got over £900.00 cr but have increased our monthly DD!! We are OAP and can do without this stress! TAMARA @ AFFINITY WATER. HOW DO I GET IN TOUCH WITH YOU AS YOU HAVE NOT SAID AND DON’T SAY CALL AS I AM DEAF!

STOP USING AI BOTS TO REPLY TO YOUR CUSTOMERS. gone from a mildly frustrated customer to fully irritated.
No way to contact you.
Can’t log on because of multiple technical problems on your website.
You keep taking money, but no way to get a bill from you.

I was billed with an unreasonable estimated bill that was more than twice my average usage. When I asked for an actual reading, they said they dont have the resources to do it. The water meter doesn't have house number to identify which meter relates to my house, so I cant do reading myself.

Friendly service

All good all fine

I had an extremely frustrating experience with Affinity Water. Despite providing proof via my bank statement that my bill had already been paid, I was chased for months for an alleged outstanding balance. The matter was even passed to a debt collection agency, causing unnecessary stress and inconvenience.
Unfortunately, I never received an apology or any explanation as to why my evidence of payment was repeatedly ignored. Nor was there any acknowledgement of the time, expense and distress this caused, particularly given the cost of making numerous international phone calls while I was overseas. The account was eventually closed I assume as Affinity Water located the payment, but by then months of unnecessary stress had already been caused. This experience left me extremely disappointed with both the customer service and the company's internal processes. I hope Affinity Water improves the way it investigates payment disputes before escalating them to debt collection agencies.
** Thanks for the response. I had the exact same response word for word on May 25th and heard nothing more**

I was kept informed from the start of the process until the fault was corrected. Excellent service.

SCAM , SCAM , SCAM
Absolute Scum bags avoid dealing with this company at all costs , they have just sent me a bill demanding nearly £400 wich has got Absolutely nothing to do with me and I don't live at the Adress stated on the bill at all . They have 0 evidence to back their claim for the bill and I have all the proof that I don't live there also they don't even have my full details yet so demanding, I would definitely take this scumbags to the court and suing the company.