Core customer information

The quality of our customer service and the prices we can charge our customers are regulated by Ofwat. Providing this information is part of the Licence Condition of Affinity Water’s appointment.

Other Government agencies regulate different aspects of our operations. For example, the Drinking Water Inspectorate (DWI) makes sure that the drinking water we supply to our customers is safe and acceptable to customers. The Environment Agency controls the amount of water we’re allowed to take from the environment and the quality of the water that we return to it.

The Consumer Council for Water (CCW) are the independent voice for water consumers and are sponsored by Defra and Welsh Government to co-operate and communicate constructively with a number of organisations, including water companies, Ofwat and the DWI.

Ofwat Regulation

The quality of our customer service and the prices we can charge our customers are regulated by Ofwat. Providing this information is part of the Licence Condition of Affinity Water’s appointment.

Other Government Agencies

Other Government agencies regulate different aspects of our operations. For example, the Drinking Water Inspectorate (DWI) ensures that the drinking water we supply to our customers is safe and acceptable. The Environment Agency controls the amount of water we’re allowed to extract from the environment and monitors the quality of the water we return to it.

Consumer Representation

The Consumer Council for Water (CCW) serves as the independent voice for water consumers. They are sponsored by Defra and the Welsh Government to collaborate and communicate effectively with various organisations, including water companies, Ofwat, and the DWI.

We’re the largest water-only supplier in the UK, and we’re committed to delivering a high-quality water service to all our customers.

We provide an average of 950 million litres of water each day to a population of more than 3.83 million people in parts of Bedfordshire, Berkshire, Buckinghamshire, Essex, Hertfordshire, Surrey, the London Boroughs of Harrow and Hillingdon, and parts of the London Boroughs of Barnet, Brent, Ealing, and Enfield. We also supply water to the Tendring peninsula in Essex and the Folkestone and Dover areas of Kent.

Our operating area includes four Areas of Outstanding Natural Beauty and a range of designated sites, including Sites of Special Scientific Interest and Local Nature Reserves. Our supply area includes Dungeness, the largest and most diverse stable vegetated flint shingle beach in Europe, and is also home to around 10% of England’s chalk streams. These are globally rare and important habitats that support a variety of plants and animals.