03457 919 155

Non-metered accounts (Mon–Fri 8am–6pm)

0345 357 2407

24/7 emergencies & burst mains

4 weeks

Maximum notice for moving home

NW London

Main supply area + Home Counties

Affinity Water supplies millions of homes located across the Northwest of Greater London and several Home Counties too, as well as parts of Essex and Kent. The company previously traded under Veolia Water Central before being purchased by a group of investors. Affinity Water is owned by three main corporate investors that hail from the financial and insurance industries: Allianz Group, HICL and DIF Capital Partners.

Affinity Water Contact

Different Affinity Water contact options are available based on the nature of your water supply query or concern. The right number depends on whether you are on a metered or non-metered account, whether your issue is urgent, and whether you are a household or a business retailer - choosing correctly saves you being bounced between teams.

All lines starting with 0800 are free from UK landlines and mobiles, while 0345 and 03457 numbers are charged at standard geographic rates and are typically included in mobile call allowances. Let's start with the main Affinity Water contact numbers.

Affinity Water Contact Number Options

Affinity Water has different phone numbers depending on the reason you need to get in touch with the water supplier. Take a look at the phone number list below, broken down by specific Affinity Water team or department.

Affinity Water contact number list
Affinity Water Team Phone Number Opening Times
Non-Metered Accounts03457 919 155Mon–Fri 8am–6pm, Sat 8am–2pm
Metered Accounts0345 357 2401Mon–Fri 8am–6pm, Sat 8am–2pm
Emergencies (No Water / Burst Main)0345 357 240724/7
Report a Leak0800 376 532524/7
Retailer Enquiries0345 350 3677Mon–Thu 8:30am–5pm, Fri 8:30am–4:30pm

Source: Affinity Water published customer contact details. 0800 numbers are free from UK landlines and mobiles.

It's worth noting that if your water query is about sewerage or drainage services, you will need to contact one of the following companies because Affinity Water does not handle those issues in its supply area.

  1. Anglian Water: 03457 145 145
  2. Thames Water: 0800 316 9800
  3. Southern Water: 0330 303 0368

Tweet-A-Leak: Affinity Water on Twitter

Affinity Water encourages anyone in their supply area to tweet at Affinity Water on Twitter (@AffinityWater) about any leaks they see by using the #leakspotters hashtag. The water company also uses their Twitter account to share updates or retweet news about UK water supply and more specifically the communities in the water supply area.

Contact Affinity Water on WhatsApp

Customers can also reach out to Affinity Water over WhatsApp. Be aware that this is for text chat only and not for phone or video calls. However, getting in touch with Affinity Water through a WhatsApp chat does have one major advantage. With WhatsApp, you can easily share photos and that can facilitate solving your water query. For example, you can take a picture of your bill or water meter and send it through WhatsApp. This can help the Affinity Water customer care team better understand your query and what you are referring to.

Affinity Water can be reached on the following WhatsApp exclusive number: 07971013368.

Affinity Water Login

The Affinity Water My Account portal is the fastest way to manage your supply without phoning customer services. With an Affinity Water login, there is a lot that you can do in the My Account portal to manage your water supply, from setting up a Direct Debit to notifying the supplier of an upcoming move.

Most routine tasks can be handled in a few clicks once you are signed in, which avoids call-queue waits during peak hours. Keep a recent bill within reach the first time you log in, as you will need your customer number to verify your identity.

  1. Set up a Direct Debit with Affinity Water
  2. View and pay your Affinity Water account balance
  3. Sign up for paperless bills
  4. Notify Affinity Water when moving home
  5. Submit a meter reading

You can solve all the main queries and requests relating to your home water supply with an Affinity Water login. For this reason, you need to make sure you know where to sign in to your account as well as having a valid Affinity Water login that works every time.

Your Affinity Water login has two parts:

  1. Email address you used to sign up with Affinity Water
  2. Password for your Affinity Water account

If you don't currently have an active Affinity Water login, you can't access your account or sort out your water supply queries online.

Affinity Water New Customer Registration

New Affinity Water customers have to provide the following details to start the process of registering with the water supplier:

  1. Move-in date
  2. New address
  3. Mobile and/or email address
  4. Meter reading (if a meter is installed)
  5. Bank details to set up a Direct Debit

Having these details handy will help new Affinity Water customers sign on quickly and with less hassle.

Affinity Water Existing Customer Registration

On the Affinity Water account registration form, the first thing existing customers have to do is to pick the customer type that best fits them from the following options:

  1. Existing Customer
  2. Landlord
  3. Letting Agency

Existing customers also have to provide an email address and preferably a mobile phone number to get started with registration.

Affinity Water Moving Home

You can notify the Affinity Water moving home team up to 4 weeks before you leave your old home. Affinity Water claims that it only takes five minutes to get the moving notification done. The easiest way to notify Affinity Water about moving is online through the My Account portal if you're an existing Affinity Water customer.

Giving the full four weeks' notice means your final bill is based on an accurate meter reading rather than an estimate, and that any credit balance can be refunded or transferred to your new account without delay. If you only remember at the last minute, you can still notify the team by phone, but expect longer follow-up times.

If you are moving into a property within the Affinity Water supply area, the process is different. You will need to provide sufficient details so that Affinity Water can set you up with an account. These moving details include:

  1. If your new home has a meter, you need to provide a reading within a week
  2. Contact details including mobile number and email
  3. Move-in date

Additionally, if you like the peace of mind of Direct Debit, you should also have your banking details ready so that Affinity Water can set it up for you.

Moving between supply areas? Check whether your new address is covered by Thames Water, Anglian Water or another regional supplier - you will need to close your Affinity Water account and register separately with the new company.

Affinity Water Supply Map

Find out if your home is in an Affinity Water Supply Area. Bear in mind that Affinity Water is headquartered in Hatfield, Hertfordshire but also operates in the Wey, Pinn, Colne, Misbourne, Lee and Stort areas as well as Dour and Brett.

Because the supply zones do not follow county borders, two neighbours on the same street can occasionally have different water companies. If you are unsure, check your most recent bill, enter your postcode on the Affinity Water website, or call the non-metered accounts line on 03457 919 155 to confirm which supplier serves your address.

Affinity Water Pay Bill

The good news is that customers have several Affinity Water pay bill options to choose from. Take a look below at what they are and how each one works so you can pick the one that is most suited to your lifestyle.

Direct Debit is the most popular option and usually the easiest way to spread your annual bill across monthly instalments while avoiding missed payment charges. If Direct Debit is not suitable, online, phone, bank transfer and cheque payments are all accepted - always quote your 8-digit customer number so the payment reaches the right account.

Affinity Water payment options
Payment Method Details
Pay OnlineAffinity Water has a dedicated website for paying your water bill online. Enter your customer number, postcode and email to get started.
24/7 Payment HelplineCall 0345 357 2400 at any time and follow the automated prompts to pay your Affinity Water bill.
Direct DebitTired of being late on your water bill? Set up your Direct Debit to pay your Affinity Water bill on time through the My Account section of the Affinity Water website.
Bank TransferYou need to contact your bank with the following details. Account number: 80542903 and Sort code: 20-05-03. You will also need to give your 8-digit customer number and if there is an & symbol at the end you must replace it with an X.
International Bank TransferIf you are paying your Affinity Water bill from overseas, you may need the following details too. IBAN: GB19 BARC 20050380542903 and SWIFT/BIC: BARCGB22.
ChequeIf you prefer to pay for your water bill by cheque, make sure to write your customer number on the back of a cheque made out to Affinity Water Ltd. Send the cheque with the payslip from your bill to the following address: Affinity Water Ltd, Tamblin Way, Hatfield, Herts, AL10 9EZ.

Source: Affinity Water published billing information. Always quote your 8-digit customer number when paying.

Affinity Water Customer Service

Affinity Water customer service quality gets a middling score on Trustpilot with customers being broadly split between leaving stellar or negative reviews only. The gap between five-star and one-star feedback is unusually wide for a UK water company, which suggests the service experience depends heavily on the channel you use to get in touch.

Positive customer service reviews have one common denominator overall and that is Twitter and Facebook. Four out of five of the latest glowing reviews mention getting in touch with Affinity Water either over Twitter or Facebook and receiving excellent customer service with regards to a variety of issues, from reporting leaks to getting water meters fixed.

Negative customer service reviews primarily focus on water pricing and billing practices at Affinity Water. Much of this seems to stem from issues with communication regarding price changes and final charges when moving out of a property supplied by Affinity Water. It seems that some of these negative reviews could be mitigated if customers checked their final meter reading and closing balance carefully before leaving the property.

If a complaint is not resolved after eight weeks, you can escalate it for free to the Consumer Council for Water (CCW). Ofwat regulates the sector but does not handle individual consumer disputes.

Affinity Water FAQ

The main Affinity Water contact number is 03457 919 155 for non-metered accounts and 0345 357 2401 for metered accounts, both open Monday to Friday 8am to 6pm and Saturday 8am to 2pm. For 24/7 emergencies and burst water mains call 0345 357 2407, and to report a leak call the 24-hour leakline on 0800 376 5325.

Sign in to the Affinity Water My Account portal using the email address and password you chose when registering. Once logged in you can pay bills, set up a Direct Debit, submit meter readings, switch to paperless billing and notify Affinity Water of a home move.

You can notify Affinity Water up to four weeks before you leave your old property. The easiest way is through the My Account portal, and you should have your account number, move date and a final meter reading ready to avoid estimated bills.

Affinity Water accepts Direct Debit, online payments, the 24/7 automated payment helpline on 0345 357 2400, bank transfer (sort code 20-05-03, account 80542903), international transfer and cheque sent to Affinity Water Ltd, Tamblin Way, Hatfield, Herts, AL10 9EZ.

Affinity Water supplies homes across Northwest Greater London, several Home Counties and parts of Essex and Kent. It is headquartered in Hatfield, Hertfordshire and also operates in the Wey, Pinn, Colne, Misbourne, Lee, Stort, Dour and Brett areas.

Useful Water Guides

If you want to go further than the Affinity Water account process, our other water guides cover suppliers across the UK and explain how bills, meters and charges are set. They are a good starting point if you are moving between regions or simply want to understand your bill better.