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Review summary
Affinity Water has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
Steve from the Whitfield Dover area of Affinity Water, was quite amazing. He kept me up to date on a leak I reported outside of the village & called again to report to me when work on the repair was in action. Unusually great service in this day & age & good to know water loss is taken seriously. I would say he is a credit to the company, going the extra mile to find a leak in a very difficult environment & Affinity Waters fast action in itself was faultless.
Freya & Giuseppe were both extremely helpful in resolving some serious water issues to my home. Personally I have received amazing service from them both, and I am very happy with how I've been treated, and I do feel, well looked after, as a customer of Affinity Water.
Prolonged hold when I called - wait time repeatedly stated as over half an hour. No call-back option, which most call centres now offer. Gave up and went online. First available appointment for a visit apparently December.
This is very poor service and if your company was not a monopoly you would not be able to retain customers with this level of service.
I got your reply - you say you would like more detail. I would like a meter fitted in a reasonable time - having had a first visit in March, and now having to wait till December for a follow-up is not reasonable or acceptable.
I Have just moved into a property and im trying to create an account.I spoke to two advisors this morning and they assured me the link they sent would allow me to re set my password and set up a direct debit.
I can't even get past the two opening lines, postcode and confirm supplier address. Every time I do it a message comes up with the following.
Our records show there has recently been a change of occupier at this property. Please speak to an advisor.
I have tried calling and surprise surprise it's over half hour wait.15 mins waiting and it's still half an hour.
A simple thing like setting up an account seems far too hard for them.
They are busy because of the amount of complaints I dont doubt.
Just a shame they are my supplier here.
I would not even give this company a 1 star. They have no one available to install a water meter until January so basically I have to continue paying high rates with no refund until they can install this... what a JOKE! Cannot get through to anyone on the phone and when you do they cant help and want to put you through to someone else... no managers to speak to all on 24 hours call back... Come on Affinity Water - not good enough.
Cant speak to anyone, been on hold for over an hour only to be disconnected. The chatbot does not help at all. Never received a bill and don't have up-to-date info to do it all online. Trying to help my elderly parents who can not navigate the web, and they are being pushed from pillar to post.
I have written several times regarding my bill and setting up a direct debit. I managed to speak to someone last week and he promised to confirm in writing my direct debit. Nada!
Whenever I have an issue I am ignored.
They say shower for less time, if the water pressure wasn't so low, and at a higher pressure then wouldn't use so much water in shower, it's a joke the water pressure, every plumber comments on it
Very professional, friendly staff & fixed problem quickly
Came home yesterday to find we havd very low or no water pressure. Checked online and couldn't see any issues in our area with the map tool. Called up and spoke to a pleasant lady who said she would look into it. Called me back 30 mins later and said an engineer would be with us within the hour. Engineer turn up on time and checked the area - was very pleasant and helpful - even though it was now 11pm at night. There was a leak further down the pipe at another house. It was fixed within a few hours and we had water for a morning shower. Excellent customer service and friendly staff all over. Thank you affinity water.
Disappointed that Affinity send you an email to save water, you take a quiz to see your usage and for your free water saving devices. They offer a bag for your cistern and a gel for a plant pot lol are you joking me?
Try something useful like free water butts that will actually achieve something.
I didn't even bother following through with the pointless free gifts!
If it wasn't July, i'd have thought it was an April Fool joke!
2:45 Wed 9 July. Went for walk with Hubby. Ahead two affinity water vans. We both joked that the 'workers' would be busy on their phones. Yes, they were, but it was worse than that. They both had their engines idling. 30 minutes later we walked past the spot again. Only one van this time. I challenged the βworker'. Why was the engine running? Answer, it was hot so he needed air con. I pointed out that running an engine was noisy , polluting and against the law. He claimed to be unaware of the Highway Code. I should have also pointed out to him that I was paying for him to play on his phone and for diesel to run the van when he should have been working on all the infrastructure problems that water companies should be tackling.
Our initial comment about the 'workers' is based on several observations of affinity personnel sat in their vans, on their phones along a quiet stretch of road. Out of sightβ¦. dodge work until clocking off time! Ever increasing water bills are paying for this!
Today I spoke to a lovely patient agent named Precious Dicken and she was so helpful and as I have some difficulty communicating at times it can feel very overwhelming. Precious spoke to me with absolutely no rushing she took time to let me understand everything and was so helpful setting up my account. A lovely experience all round. Thank you Precious for your time and understanding.
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