Affinity Water Contact Number & Email

Affinity Water tap and phonebook

Looking for the Affinity Water contact number? Need to give Affinity Water a meter reading or tell them about a leak? In this guide we have all the Affinity Water contact methods available so you can get in touch with Affinity Water as soon as possible.


Do I Need To Contact Affinity Water?

In the UK, you might get your clean water from one company, but your wastewater service from another. Affinity Water is a water-only provider meaning your wastewater will be managed by another company.

If you are supplied by Affinity Water, your wastewater will either be with Anglian Water, Southern Water or Thames Water. Here is a list of their contact details below:

Wastewater Company Phone Number Opening Hours
Anglian Water Contact 0345 714 5145 24/7
Southern Water Contact 0330 303 0368 24/7
Thames Water Contact 0800 316 9800 24/7

You will only receive one water bill with both the clean water and wastewater services detailed on it and this bill will be from Affinity Water. If you want to know more, check out our Affinity Water Pay Bill guide.

Is Affinity Water a hard water area? Like most of England, Affinity Water supplies hard water to its customers. This is due to the higher concentration of minerals in the drinking water. To find out more about how to handle hard water, check out our Water Hardness guide.

Here’s a map showing the regions where Anglian Water, Southern Water, and Thames Water cover so you can see if they supply your area.

map of water supply areas

Affinity Water Contact Number

Affinity Water has several contact numbers available depending on what your enquiry is. Whether you’ve just moved in and need to set up your bill or you want to submit a water meter reading, we have the full list of contact numbers and their opening hours.

Affinity Water Department Phone Number Opening Hours
Metered Account Enquiries 0345 357 2401 Mon to Fri 8am to 6pm
Sat 8am to 2pm
Unmetered Account Enquiries 0345 357 2402 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
Automated Payment Number 0345 357 2400 24/7
Emergencies 0345 357 2407 24/7

The best time to call Affinity Water is before 11am and after 2:30pm. During the busier times it’s best to manage your account online or you can request a callback on the Affinity Water webpage.

If you’ve just moved into a property supplied by Affinity Water, check out our Affinity Water Moving Home guide to help you get started.

Am I a Metered or Unmetered Customer?

When calling Affinity Water, you need to know if you’re a metered or unmetered customer. If you’re a metered customer, you will have a water meter installed in your property. If you are an unmetered customer, you will be billed on your property’s rateable value.

What is Rateable Value? Rateable Value was the way that council rates were calculated prior to 1990. Although this is no longer used, water companies still base their charges off of rateable value. Rateable value is calculated via an assessment of a property’s condition, age, and size.

How To Speak to a Human at Affinity Water

Like most water suppliers, Affinity Water tries to deal with its high volume of calls using an automated system. If you really need to talk to someone, we’ve laid out the exact buttons to press in order to talk to an agent for your specific Affinity Water enquiry.

Affinity Water Account Enquiries

The Affinity Water contact number for account enquiries for metered customers is 0345 357 2401 and is open Monday to Friday 8am to 8pm and Saturday from 8pm until 2pm.

The Affinity Water contact number for account enquiries for unmetered customers is 0345 357 2402 and is open the same hours.

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After you have confirmed you are a metered or unmetered customer, you will need to pick the nature of your enquiry from this list:

  1. Automated Payment and Account Balance Information
  2. Moving Home
  3. Account Enquiry
  4. Supply Issue or Wastewater Enquiry

For Option 4, there are 2 more option available:

  1. Problem or Emergency with your water supply
  2. Trouble with your wastewater service

After you pick an option, you will be transferred to an Affinity Water agent.

Curious how your water bill compares? Water customers up and down the country pay different water rates for their water services. If you’re curious to know how much the SES Water bill compares to the rest of the UK, check out our Average UK Water Bill guide to find out more.

Affinity Water Advanced Care Helpline

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The Affinity Water contact number for their Advanced Care Helpline is 0345 357 2406 and is open Monday to Friday 8am to 8pm and Saturday from 8pm until 2pm.

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 both energy suppliers and water companies to give an extra level of support to customers who need it. 

To be eligible for the PSR, you should be one of the following:

  • Live alone with a disability
  • Over the age of 60
  • Have children under the age of 5

If you believe you should be on the PSR, ring the Advanced Care Helpline to see if you fit Affinity Water’s criteria.

When you call the Advanced Care Helpline, you will have 2 options:

  1. Press 1 - to get information about the Priority Services Letter
  2. Press 2 - for anything else

Affinity Water Payment Assistance Helpline

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The Affinity Water contact number for the Payment Assistance Helpline is 0800 697 982 and is open Monday to Friday 8am to 8pm and Saturday from 8pm until 2pm.

The Payment Assistance Helpline is for customers who are struggling to pay their bills and who are already in arrears applying for the Water Direct Scheme. You can apply for the scheme is you meet the following:

  • You are already in debt and can’t afford your current bill
  • You are on Job Seekers Allowance, Employment and Support Allowance, Pension Credit or Universal Credit

Struggling to pay your water bill? If you live alone or in a small household, you might benefit from having a water meter or smart water meter installed in your property. This can help save you money by recording exactly how much water you have been using. To find out more, get out our Water Meter guide.

Automated Payment Number

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The Affinity Water contact number for the Automated Payments is 0345 357 2400 and is available 24/7.

This is an automated payment number that customers can use to pay their bill over the phone at any time they need to. When you call the number, you will need to have handy:

  • Your customer account number
  • Your latest bill
  • Your payment details

If you input your customer account number incorrectly three times, you will be transferred to an agent.

Once you enter and confirm your customer account number you will be told your account balance. If you paid your Affinity Water bill recently, your balance might not have updated until a few days later.

After you hear your balance, you can pick the following options:

  1. Press 1 - to set up a direct debit
  2. Press 2 - to pay over the phone with your debit or credit card

There's more than one way to pay Everyone’s finances are different and some people manage their payments with one method over the other. With water bills, there are a lot of options to pick from and it’s important to find the one that is most comfortable for you. Check out our How To Pay Your Water Bill guide to find out more.

Affinity Water Contact Number for Emergencies

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The Affinity Water contact number for Emergencies is 0345 357 2407 and is available 24/7.

If you have an emergency situation, you should ring the Affinity Water contact number for emergencies as soon as possible in order to get help quickly. When you call the emergency number, you will be given 4 options:

  • Report a leak or problem with your water supply
  • Wastewater issue
  • Account issues
  • Anything else

If you are a commercial customer and you have a leak, you should Press 1 to be transferred to the commercial team. If you are a residential customer, hold the line and you will be connected to an agent.

Just moved in and no water? If you’ve just moved into a property and there’s no water, don’t worry! Landlords and property owners routinely switch off the water to save on water bills if there’s no tenant living there. We’ve created a No Water in House guide to help you get your supply on quickly.

Affinity Water Contact Email Address

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If you would prefer not to use the Affinity Water contact number and would rather send them an email, you can use the Affinity Water contact form on their website. 

To use the contact form, you will need to know your customer account number so Affinity Water can deal with your issue quickly. Don’t worry if you can’t find it, you can leave it blank if you need to.

Affinity Water will protect your personal information but you should avoid including banking details such as card numbers and other sensitive details.

Affinity Water Contact by Post

If you prefer to put things into writing, you can write to Affinity Water. You can contact them by post using the following address:

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 account number on the back of your cheque. You should also include your payment slip.

Affinity Water Other Contact Methods

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If you are not comfortable with contacting Affinity Water using the Affinity Water contact number or email address, then there are other methods you can use to tell Affinity Water about your issue. 

Affinity Water Live Chat

You can talk to an Affinity Water customer agent via LiveChat on their website. On their homepage, look for the vertical banner Chat to Us About Your Account button on the right of the screen. After you click on the button, you should enter your name, postcode and customer account number.

You will be able to talk to an agent about:

  • Your Affinity Water bill
  • Moving Home
  • Your water meter
  • Affinity Water Online Account

Affinity Water Callback Option

telephone

If you can’t reach Affinity Water during the day, you can request a callback from them on their callback form.

To request a callback, you just need to access their Callback Request Page and fill it in with your information. Then you need to select a slot for Monday to Friday in either the morning (8am to 11pm) or the afternoon (2:30pm to 6pm).

If you need to request a callback for an emergency, you should go to the Leak Callback Request page. This callback option will let you pick a time down to the hour and is available on Saturdays.

You should have your customer account number handy for either callback options.

Affinity Water Contact on Whatsapp

If you use Whatsapp on your phone you can also use the Affinity Water contact number to send a quick message to a customer agent to get your issue dealt with. This is a text-chat only service, but you can also send videos or pictures to help the agent sort out your problem. 

The Affinity Water contact number for Whatsapp is 0797 101 3368.

Affinity Water on Social Media

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

  • Twitter
  • Facebook
  • Instagram
  • LinkedIn

Deaf and Hard of Hearing Customers

If you are deaf or hard of hearing, Affinity Water partners with InterpretersLive! to provide British Sign Language (BSL) interpreters on-demand. You can access the service via your web browser or by downloading the app onto your Windows PC, Apple Mac or Android/IOS device.

Affinity Water Contact for Complaints

magnifying-glass-over-bill

More often than not, we need to contact our water supplier because we have a complaint. Unfortunately, you can’t switch water suppliers, so if you have a complaint against Affinity Water you must be patient and allow them to deal with it. Here we’ve laid out the 4 steps to take when going through the Affinity Water complaints procedure.

Affinity Water Complaints: Step 1

The first step is to formally complain to Affinity Water by giving them a ring and explaining your problem. The Affinity Water contact number for complaints is the same as their account enquiries numbers, and you should make sure you’re ringing the right number for either metered or unmetered customers.

You can also send an email to [email protected] or write a letter to the Affinity Water contact address. If you are writing, you should include two paragraphs:

  1. First paragraph - detail exactly what your water supply problem is
  2. Second paragraph - explain what want Affinity Water to do about it

Affinity Water will aim to get back to you within 10 working days of receiving your complaint. If they don’t get back to you within 10 days, you will receive £20 automatic compensation.

Affinity Water Complaints: Step 2

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If you are unsatisfied with the way Affinity Water has dealt with your issue, you can request it to be reviewed again. If Affinity Water fails to resolve the issue within 8 weeks and you are still dissatisfied, you can move onto Step 3.

Affinity Water Complaints: Step 3

If 8 weeks have passed and you remain dissatisfied, you can escalate your complaint to the Consumer Council for Water (CCW). This is an official body that works like an ombudsman for the water industry and is independent. The CCW will only take on your case if you can provide evidence that you have tried to resolve the issue with your water company.

Don’t take your complaint to Ofwat! If you have a complaint, do not take it to the water regulator Ofwat as they will be unable to help you. Ofwat only deals with anti-competitive behaviour in the water industry and does not deal with the individual complaints against water suppliers. The CCW is the correct body.

Affinity Water Complaints: Step 4

If you are unhappy with the CCW’s handling of your complaint, then you can escalate it even further to the Water Redress Scheme (WATRS). WATRS only deals with long-term disputes and the last resort. The CCW will have to inform WATRS that you are eligible for you to apply.

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