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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.
The team were very good. I did contact the Affinity Team to make sure the repair team were coming out on the Tuesday which they did. Unfortunately one small area the tarmac became undone about 2 days later and it could have been a fox as we certainly avoided the freshly laid tarmac.
I am writing to inform you that I vacated the property at 10A Hamilton Road on 17th April 2025. At that time, I closed my account and settled the final balance of Β£26.40, which has already been paid.
However, I have now received a bill for Β£31.34 covering the period from 17th April 2025 to 6th May 2025. Please note that I was no longer residing at the property during this period. I was living with a friend and therefore did not use any of your services at the above address.
As such, I kindly request that this bill be cancelled as it is not applicable to me. Please update your records to reflect the correct move-out date and confirm that no further charges will be applied to my account.
Thank you for your prompt attention to this matter.
Excessive increase in the direct debit.
If not reduced for July payment I'll cancel it and dig a borehole.
Pity they can't even spell my name correctly.
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