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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.
Phoned regarding sewage smell in bathroom put though to person who repeated time after time the same question. Get plumber in also that I should go out and lift man hole to see if it’s blocked as they do not come out to lift man hole Seems waste of time ringing
Useless, terrible.
Booked water meter install, got reminder the day before, but no one turned up. No call to apologise and reschedule.
Tried calling them and got cut off 4 times. We are paying almost double of what we should pay with a meter
No wonder they don't want them installed, so they can keep how much leaks.
Useless Customer Services when a problem is their fault.
Further to this review submitted yesterday, please could either Becky or Freya who initially responded, explain why their responses appear to have been deleted. I have submitted the further information they requested.
In March Affinity water decided to replace a perfectly working meter with a 'smart' meter. Not at our request. Unfortunately due to the incompetency of the fitter dirt and debris entered our water supply, compromised the heating boiler meaning we had intermittent hot water, then none. We had to get Vaillant in twice to clear debris from filter in boiler. Toilet cistern still leaking due to grit and taps hard to turn off. Complaint submitted on 30th March. Short call from a woman 3 weeks ago. No further forward with repair or compensation. We had no issues prior to meter change but we've been left to sort out the issues. Customer service don't seem to see any urgency in rectifying the problem but we keep receiving emails on how to save water while we are still wasting it daily! Next stage CCW.
Despite selling my old house a year ago Affinity water are chasing me for payments for water used after I felt the property. They even sent me a final statement showing they owe me money. I am yet to receive that and now they have attacked my credit file!!
How clueless are these people!
After numerous calls and apologies it’s still going on.
So I am now looking to sue these clowns in the courts for my previous time and defamation of character!!
I called 0345 357 2401 and picked option 4 to give a meter reading. It said it would send a text with a link. I followed the link which I thought would lead to a simple screen to enter the meter reading. Instead it went straight to your website where you are advised to call the number above and submit a reading over the phone!!
Not treated like a customer, more an inconvenience
We had to wait 2 months to have a water meter survey. The survey goes ok. This is a Friday. On the Monday we get a call from Affinity to say they’re coming out Tuesday to “do the dig”, but at such short notice I couldn’t have anyone there to get access to my property. They agreed to call back with a possible date of today (Friday). No call back, and following numerous calls they offer me October 29th! No choice but to take it. Absolutely the most inefficient, ineffective, company I have ever had the misfortune to deal with.
On March 6 I made an appointment with Affinity to have a water meter fitted they did not show so I was rebooked for the 13th
Before that date I was informed by Affinity that that booking was done on the wrong system and they couldn’t get to me before May 15
I called them around midday on that date to find out when to expect them to arrive and after that holding on for 10 minutes while someone looked into the problem the phone went dead I rang again and was told that the appointment was cancelled and they can reschedule for the 28th of October
This to me seems like a company that can basically get away with anything because they have no opposition
I feel very sorry for the people who have to deal with the customers calling as it’s not their fault it is much higher up
I had a leak on my outdoor tap. While on the affinity water website i found they have a program where they can fix some leaks for free. I've sent them a video and they booked me in within 2 weeks.
Today a plumber called Graham came as planned and fixed it. It looks like it worked plus they give you a 3 month warranty.
I was quite happy with the communication throughout and it saved me a fair amount of money.
Useless customer service. They have 4 options on click to chat but if you select 'other' ie not billing, moving home etc you still end up at the billing team. After waiting some time you 'chat' to someone who is on the billing team and can't answer any queries nor respond to yours in any decent amount of time. The answer seems to be to call a number for 'operations'. Guess what - that is the call centre version of the same 'billing' team. Waited for over ten mins. The option for a call back doesnt work. The recorded message said it would be 9 minutes, then changed to 11 minutes, then to 13 minutes. I think there is one person sitting at the back end having a giggle over how long they can give a customer the runaround for. Given up. If you have a choice of water suppliers I wouldn't recommend affinity.
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