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The quickest way to resolve your complaint is to call us

Call us in the first instance so we can get it sorted for you there and then.

  • For help with your bill or account call us on 0345 357 2401. Mon-Fri, 8am-8pm. Sat 10am-2pm.
  • For help with your water supply call us on 0345 357 2407. 7 days a week, 24 hours a day.

Write to us

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If you have a complaint, please call us. We find the best way to quickly resolve complaints is by talking things through together. 

If you prefer, you can write to us at Affinity Water, Tamblin Way, Hatfield, Hertfordshire AL10 9EZ. 

please include...

  • Your name
  • Your full address
  • Your phone number and the best times to call
  • Your customer number (if you’re contacting us about your account)

We'll respond within 10 working days of receiving your written complaint. This might be by phone, but if we can’t speak to you, we’ll contact you in writing.

If we can’t resolve the issue straight away, we’ll let you know how long it is likely to take and when we’ll contact you again.

We’re happy to speak to someone you nominate to act for you – we’ll just need you to give us permission to share your information with them. If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we can’t be responsible for any costs incurred.

Making a complaint about Wastewater services

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We are only responsible for supplying clean water to your property. If you need to complain about your wastewater service, please contact your wastewater provider.

Depending on where you live, your wastewater services are provided by Thames Water, Anglian Water or Southern Water. To find out who your wastewater provider is use our postcode checker.

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