Affinity Water
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Chaotic billing by AW.
Last year I changed from rateable value billing to assessed billing. We are not on mains drainage; we have a septic tank, so we do not pay wastewater charges. However, for some weird reason the billing department thought that just because the billing method changed they ought to charge us for wastewater and they did not make the changeover to assessed billing correctly. I had to put in a complaint to get this sorted, which eventually happened and they also made a ‘goodwill’ payment plus a £20 payment for not meeting their guaranteed service standards. This year I have had a meter installed so the billing method has changed again and you can guess what happened, yes, they decided that, because the billing method has changed they should start charging us for wastewater, a repeat of the same stupid mistake they made last year! So far, since changing to the meter they have sent two bills both of which are wrong. I changed to a meter to get accurate billing and, on the second of these bills, they gave me an estimated meter reading (which, of course, was wildly inaccurate), this defeats the point of having a meter installed and goes against the AW policy of providing a proper metered bill within the first 20 working days. Therefore, I have had to put in another complaint which I am still awaiting a response to, and they only have until 3rd March to avoid failing to meet their guaranteed service standards again. At a time when water bills are rocketing AW are wasting customers money by not doing things correctly first time, thus having spend money unnecessarily sorting out complaints, making ‘goodwill’ payments and payments for failing to meet their guaranteed service standards. Apart from that they are also stressing me out!! Update 06/03/25 AW rang me 04/03/25 and it appeared all would be sorted and I would not be charged for wastewater. Just imagine my shock when I received a new bill a day later and they have made the same mistake yet again by charging me for wastewater! I have now made a new complaint. I am now even more stressed and the chaos continues.....