Affinity Water
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Monopolies don't provide customer service - they don't have to.
Writing a Trustpilot review on a water company is like shouting into the wind. Water companies are monopolies and customers are at their mercy. Affinity Water has shown us none. They refused to repair a leaking pipe outside of our property boundary and beyond our meter/supply because we live on a private road. They repaired the same leak 5 years earlier without any issues or mention of private road/supply. Days dragged to weeks and lots of back in forth with emails and phone calls in which the customer service rep kept changing the 'facts' to suit the claim that the homes on our road had a private supply. In the end, our town housing foundation stepped in on our behalf. Meanwhile, Affinity Water keeps sending letters selling insurance to cover leakages. The policies don't cover our situation as we can't insure land outside our property boundary! To add insult to injury, the customer service rep mentioned that there is a one-time free leak repair scheme, but we didn't qualify because of repair 5 years prior! If they had fixed the leak properly 5 years ago there wouldn't have started leaking again. A terrible experience start to finish.