Your voice matters

Your feedback has been invaluable in helping us understand what matters most to you.

We believe in listening to our customers and learning from your feedback. That’s why we use a range of ways to hear from you.
We’ve identified key themes and are taking action to make meaningful improvements based on what you’ve told us.

• Customer surveys and contact reviews
• Focus groups and customer panels
• Brand tracking and strategic research
• Independent water service quality reviews
• Pilots and industry-wide studies

Your views help shape everything we do – from how we fix leaks to how we invest in your local water infrastructure.

What’s important to you and what we’re doing to improve it

Clean and reliable water 

"There’s nothing worse than not being able to drink clean, fresh water straight from the tap.”

Your top priority is water that’s safe, clean, and dependable—and rightly so. We operate 91 treatment works and maintain 16,900 km of water mains to keep your water flowing. But we’re also:

• Investing millions in treatment upgrades.
• Targeting water quality improvements including reduced chemical use and lower lead content.
• Tackling low water pressure where it affects daily life.

Fairness for everyone

“I believe it is important to help customers who struggle to afford their bills.”

You want billing to be clear, fair and progressive, and support for those who need it most. So here’s what we’re doing:

• Expanding support to 170,000 customers, plus 200,000 on our Priority Services Register (PSR).
• Continuing £50 water assistance vouchers and improving debt support.
• Trialling innovative billing with 75% of customers saving money—rolling out to 120,000 homes in 2026.

Fixing leaks and saving water​​

“Minimising leaks seems like the most important thing a water company would want to do.”

Leaks were a major concern, so we’re taking real action:

• We aim to cut network leakage by 15%
• Helping homes directly with £5.2 million in leak support.
• Installing pressure control valves to prevent bursts.

Looking after the environment

“Companies need to take this seriously. Affinity Water has access to channels for real change.”

You want us to go beyond the minimum—and we agree. Over the next five years, we’re:

• Launching 33 river restoration projects across chalk streams.
• Reducing abstraction by 35 million litres in sensitive areas.
• Boosting biodiversity with new wetlands, ponds, and hedgerows.
• Electrifying our fleet by 2030 to reduce emissions.

Providing smarter, simpler services

“Having a chat option (with a human) is amazing for speed and solving things.”

You told us customer service should be effortless and proactive. That’s why we’re:

• Launching a new website and mobile app with live chat and better accessibility.
• Rolling out 400,000 smart meters by 2030 to give you control over usage and bills.
• Sending real-time alerts and leak updates to your devices.

Bringing communities together​

“Educate people on how climate change will mean less water available.”

We're investing in people and places with:

• We are continuing with our Schools Program that supports engagement with pupils aged 8 to 12 on the environment and water saving initiatives. 215 schools across our region have already signed up.
• A new ‘Water in the Landscape’ fund (launching 2025) to help farmers and landowners improve water quality and soil health.
• Community partnerships and environmental events to raise awareness.

Transparency you can trust

“If bills rise, show us what we’re paying for.”

We know trust is earned. That's why:

• We haven’t paid dividends to shareholders from our regulated business in 8 years.
• We’re transparent about every investment and committed to open communication.
• We are enhancing our collaborative programme of working with local communities and local groups.
• We will continue to highlight financial assistance programs and support available for customers through our website and marketing campaigns.