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We’re the UK's largest water-only supplier!
At Affinity Water, our commitment is crystal clear – to deliver high-quality water services to over 1.4 million homes and 78,000 non-household connections through 19 retailers every day. We’re not just a water company; we're your community-focused partner, striving to be the UK's leading water provider.
In numbers:
- 950 million litres of water flows through our pipes daily.
- We have over 16,500 km of water mains – that's London to Sydney and back!
- We manage 100 water treatment works to make sure we serve you with the purest water.
Our supply area
We cover parts of Bedfordshire, Berkshire, Buckinghamshire, Essex, Hertfordshire, Surrey, and various London boroughs.
Check if you're in our supply area using the postcode search below:
Our commitment
As your wholesaler, we're committed to:
- Deliver an excellent and cost-effective wholesale service.
- Provide dedicated support through our Wholesale Operations Service Desk.
- Maintain fairness for all licensed Retailers.
- Foster positive relationships and uphold the highest service standards.
Everything you need to know about the retail water market
Businesses, charities, and public sector customers can choose their water supplier that offer both water and wastewater services. Affinity Water no longer supplies these customers directly, but we now act as a wholesaler, working with retailers. This is similar to the gas, electricity and telecoms market. Your most recent bill will confirm who your retailer is. If you can't find a bill or if you have recently moved to a new business premises, you can contact any water retailer and they can tell you which water or wastewater retailer is registered to your premises.
What does this mean for me?
As a wholesale, we provide, operate and maintain the water assets and services. Your retailer is responsible for your bills, reading your meter, customer service and any other services you may require such as water efficiency advice and offerings. As a business customer you have the flexibility to choose your retailer, please visit open water for more information on the retailers you can choose. If you need further information about this and the benefits this could bring to your organisation please visit open water.
What is a wholesaler?
A wholesaler is a regional water company, for example Affinity Water, who provide wholesale services. We carry out operational tasks such as meter replacements and installs, repairs to assets and respond to emergencies. We also:
- Maintain the water pipe networks
- Manage the physical supply of water to your business
What is a retailer?
A retailer buys water and wastewater services form wholesalers and operates the retail services, which include but are not limited to;
- Billing
- Meter reading
- Customer services
They're the first point of contact for non-household customers and will speak to the wholesalers on your behalf. Retailers can offer tailored services that enable them to compete for business.
What if I have a problem?
All billing enquiries should be directed to your retailer. If you have a water supply emergency, such as a burst, please contact us on our emergency line 0345 357 2407. If you're not happy with the service of your current retailer or you're looking to shop around you can switch retailer through open water.
How do I switch retailer?
There are five simple steps to switching:
- Determine your water use
- Check your current deal
- Shop around
- Agree a deal
- Make your choice
Further detail on this can be found here.
Are there any other options available to my organisation?
The business retail water market also offers other new opportunities for business. Larger organisations with multiple sites may decide to become a self-supply licensee.
The market also allows companies to become licensed suppliers of water and wastewater retail services to other businesses. This means you could apply to be a retailer.