Affinity Water Contact Number & Email

Affinity Water tap and phonebook

Intro: Are you looking to contact Affinity Water? We’ve got you covered with all the options available for Affinity Water contact. We’ll even guide you through the Affinity Water IVR (Interactive Voice Response), so you can find the right department fast!


Affinity Water contact number: How do I contact Affinity Water by phone?

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Affinity Water has several contact numbers, depending on what your inquiry is regarding. You can find all the Affinity water contact numbers below.

If you’re contacting Affinity Water about your bill, it’s important to know if your property has a water meter or not. Are you uncertain whether your home has a water meter or not? You can refer to our water meters guide to help you find out.

The least busy time to contact Affinity Water is before 11am and after 2:30pm. During busy times, it’s best to manage your account online or request a callback from Affinity Water.

Affinity Water Department Phone number Opening hours
Account Enquiries 0345 357 2401 Mon to Fri 8am to 6pm, Sat 8am to 2pm
Advanced Care 0345 357 2406 Mon to Fri 8am to 6pm, Sat 8am to 2pm
Payment Assistance Helpline 0800 697 982 Mon to Fri 8am to 6pm, Sat 8am to 2pm
24 hour automated payment hotline 0345 357 2400 24/7/365
Emergencies 0345 357 2407 24/7/365
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Speak to a human at Affinity Water

If you don’t like automated robot systems, don’t worry. We are here to help you navigate the Affinity Water IVR to make certain you get through to the right department as quickly as possible.

Account Enquiries

Affinity Water Account Enquiries 0345 357 2401

When calling the account enquiry number for Affinity Water, it will prompt you to press 1 if you have a water meter or 2 if you don’t have a water meter.

Next, they give you four options to choose from:

  1. Automated payment and account balance information
  2. Moving home
  3. Account enquiry
  4. Supply issue or wastewater enquiry

For option 4, there are a further two options available.

  1. Problem or emergency with your water supply
  2. Trouble with your wastewater supply

After you select the option, a short automated message will play before being transferred to an Affinity Water advisor.

Advanced Care Helpline

Affinity Water Advanced Care Helpline 0345 357 2406

The Advanced Care Helpline is only for vulnerable customers that require access to the Priority Service Register (PSR). This is a free service provided by energy and water providers to give an extra level of support to customers who need it. To be eligible for the priority service you should, for example:

  1. Live alone, with elderly people, or with minors
  2. Visually, hearing or mobility impaired

This list is not exhaustive, and you should contact Affinity Water if you think your circumstances make you eligible for the priority service register.

When you call the Advanced Care Helpline, they greet you with two options. If you’re calling about a priority services letter, you must press option 1. If your call is about anything else, press option 2.

Payment Assistance Helpline

Affinity Water Payment Assistance Helpline 0800 697 982

This number is for customers who are struggling to pay their Affinity Water bill. Advisors are there to help find the perfect solution to fit your needs when times are tough.

It will prompt you to press 1 if you have a water meter, or 2 if you don’t have a water meter. Option 3 is if you have any other enquiry.

Next, there are four options available:

  1. Automated payment and account balance information
  2. Moving home
  3. Account enquiry
  4. Supply issue or wastewater enquiry

For option 4, there are two options available.

  1. Problem or emergency with your water supply
  2. Trouble with your wastewater supply

24 Hour Payment Hotline

Affinity Water 24 Hour Payment Hotline 0345 357 2400

When you call the automated 24 hour payment hotline, it will ask you to enter the first seven digits of your customer account number. The system will read back your customer number and ask you to press 1 to confirm it’s correct.

If you input the wrong account number three times, they will transfer you to an Affinity Water advisor.

Once you enter and confirm your customer account number, you are told your account balance. If you paid your bill in the last few days, it might not reflect on your Affinity Water account balance for a few days.

After hearing your balance, it will give you an option to press 1 to set up a direct debit. It will transfer you to an Affinity Water advisor. If you press option 2, you can pay over the phone with your credit or debit card. Option 3 will read you a short automated message, and the call disconnects.

Emergencies

Affinity Water Emergencies 0345 357 2407

Call the emergency number if you are having trouble with your water supply and need support. Advisors are available 24 hours a day, 7 days a week, to assist you.

When calling the emergency line, they will offer you four options to choose from:

  1. Report a leak or problem with your water supply
  2. Wastewater issue
  3. Account problem
  4. Anything else

If you choose option 1 and are a commercial customer, you must press 1 to be transferred to the commercial team. Otherwise, hold the line for an advisor.

Option 2 will read you a message that as Affinity Water only supplies water, you will need to contact your wastewater and sewerage supplier to report any issues. You can press ⋆ for your wastewater suppliers’ contact number. If you are looking to call about a wastewater issue, your wastewater supplier contact information is below.

Selecting option 3 will ask you if you’re calling about your Homeserve account. If you are, press 1, otherwise hold to talk about anything else account related.

And option 4 is for anything else. They will read a short automated message, and they transfer you to the next available advisor to assist you.

Affinity Water wastewater and sewerage contact numbers

Affinity Water only provides water services. If your inquiry is sewerage or wastewater related, you must contact the company responsible for wastewater and sewerage. This will be Anglian Water, Southern Water, or Thames Water.

Wastewater company Phone number Opening hours
Anglian Water 03457 145 145 24/7/365
Southern Water 0330 303 0368 24/7/365
Thames Water 0800 316 9800 24/7/365

This map shows which wastewater company supplies your area.

map of water supply areas
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Affinity Water email address: How do I contact Affinity Water by email?

If you would prefer to send Affinity Water an email, you can fill out the form on their website. Knowing your customer number will help your inquiry get dealt with quicker, but if you don’t know it or can’t find it, you can leave it empty.

Affinity Water will, of course, protect your personal information, but you should avoid including detailed personal information or banking details such as your card number when contacting Affinity Water email.

Never include sensitive information, such as card numbers or bank information, when communicating via email.

Affinity Water address: How do I contact Affinity Water by post?

Are you old-school and prefer things in writing? You’ll need the Affinity Water address. You can contact Affinity Water by post here:

Affinity Water Ltd
Tamblin Way
Hatfield, Herts
AL10 9EZ

When you’re writing to Affinity Water to pay your bill by cheque, it’s important to make your cheque payable to Affinity Water Ltd and write your customer number on the back of your cheque. You should also include your payment slip.

Affinity Water emergency: How do I contact Affinity Water in an emergency?

If you have an Affinity Water emergency, such as no water or there’s a burst water main, you can contact Affinity Water 24 hours a day, 7 days a week on 0345 357 2407.

Other ways you can contact Affinity Water

Aside from calling Affinity Water, there are a few other ways you can reach Affinity Water. We’ve listed the other ways you can contact Affinity Water below.

LiveChat

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You can speak to an Affinity Water advisor via LiveChat on the website. Look for the vertical banner Chat to us about your account that appears on the right side of your screen when you’re visiting the Affinity Water website.

Enter the customer’s name, postcode and your customer account number if you know it.

You can chat to the advisor about:

  1. Your Affinity Water bill
  2. Moving home
  3. Your water meter
  4. Affinity Water online account

Callback

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Would you prefer not to wait on hold for an Affinity Water advisor to answer your call? You can request a callback from their team.

To request a callback, you go to their callback request page and put in your information. Choose a date and time slot - Monday to Friday, either morning (8am-11am) or afternoon (2:30pm-6pm). Now, sit back and wait for an Affinity Water advisor to call you back during your chosen time slot.

When requesting a callback for an emergency, such as a leak, go to the leak callback request page. The emergency callback lets you request a callback time down to the hour and is also available on Saturdays.

In both cases, you do not need to enter your customer account number, but will save time later when they call you back.

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WhatsApp

Do you use WhatsApp on your mobile phone, and you’re an Affinity Water customer? Save this number right away. By having the Affinity Water WhatsApp number, you can reach out to them by sending a text message. Whilst the service is for text-chat only, you can send video or pictures, which can help facilitate and solve your inquiry fast and efficiently.

You can reach Affinity Water WhatsApp on 07971013368.

Social Media

If you are on social media, you can go to one of the social media pages of Affinity Water and send them a message. Affinity Water has social media accounts for:

  1. Twitter
  2. Facebook
  3. Instagram
  4. LinkedIn
  5. YouTube

Deaf and hard of hearing

If you are a deaf customer, it’s important to know that Affinity Water partners with InterpretersLive! to provide British Sign Language (BSL) users with on-demand access to a BSL interpreter. You can access the service via your web browser or by downloading the app to your Windows PC, Apple Mac, or Android/iOS device.

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