Affinity Water Arvostelua 

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.

Been left with a leak for 2 weeks, which is now damaging our property yet they still cant confirm a date for a remedial. Absolutely ridiculous - poor poor service

Their ability to listen, advise and resolve.

I had a question about the reason for the frequent breaks in our water supply

I tried asking it in the WhatsApp they provide stupid thing repeatedly said it could not understand. Multiple attempts to get it to hand the issue over to a human failed.
Response to reply:
A change to the chatbot so that, instead of saying (ungrammatically)"I am sorry but it does not seem like I understood your message" it offered a connection to a human adviser would be an improvement!

**update** now Affinity ask me to fill out a form and provide my customer number, the customer number I didn't have because all my bills were online which I couldn't get into, the customer number they wouldn't provide me with whilst on the phone. I have to wait for my next PAPER bill to know what my customer number is. So this review is likely to disappear as they can't confirm my customer number they won't have a problem sending my bill for payment though

Tried to log in with the same password ive had for years but after 5 attempts I got blocked. Did reset my password to realise the reason my password hadn't worked is because there was an update and now my passwords needed to be 12 characters minimum. I set up a new password, got an email confirmation the password had been reset so attempted to log in. Got in to a questionnaire page asking me to confirm my details and asking about my property. Filled it all in then pressed confirm at which point it says 'Oops! There is a technical snag, try later or contact us below'. I tried again with same result, no way to contact below so called Affinity. They said they couldn't do anything so they would send a request to the back office to sort and will call me back in 2 days. I was contacted by a team leader who said they would deregister the account and I would have to attempt it all over again. They wouldn't assist me while on the phone by providing me with the details I needed to re-register, as my bills were online only I could not get the customer number to re-register. So now I have had to go back to postal bills as I cannot set up an account to view bills. What sort of company is this that cannot correct their errors with their own system and leaves their customers to go back to antiquated ways of receiving bills

Worst company ever

Affinity Water closed my account twice without permission

Affinity Water has now closed my account without my permission twice within approximately six months.

I still live at the same address, have never reported that I am moving and have never asked for my account to be closed. After the first incident, I contacted them and believed it had been corrected. They have now done exactly the same thing again, and I am suddenly being asked to pay more than £400 on a supposedly closed account.

This is not simply a billing query. Something is repeatedly and incorrectly triggering a move-out or account closure, yet Affinity Water apparently failed to investigate and correct the underlying problem the first time.

I now want a full written explanation of what triggered both closures, confirmation that no other person or account has been incorrectly linked to my property, reinstatement of my account and payment arrangement, and collection activity suspended while the amount is disputed.

It is completely unacceptable for an essential utility provider to repeatedly close a customer’s active account and then demand hundreds of pounds without a proper explanation. I will update this review if Affinity Water investigates and permanently resolves the issue.

Very polite staff and my issue was resolved quickly would recommend

I have been waiting for a meter installation all day on the 1st of September 2026. None notified me verbally neither writen!

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.