★Companies on CrowdTrust can't offer incentives or pay to hide any reviews.
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.
Never had issues with Affinity Water, they replaced my broken stop tap when I moved here, then replaced it with a meter, when that became unreadable a smart water meter was fitted. All good.
It would be even better, and I would have awarded 5*, if they fixed leaks on the road as quickly as they keep sending me emails to economise on my water usage.
I would give 0 if I could. I waited for 2 hours and still did not get through to them on my phone. I looked at other review and cannot believe how good some of them are after waiting that long
Poor support from Affinity Water, I need immediate solution for paying the bills.
So I moved to this property on 29th of June 2024. I received my first water bill on 25th of September and I had to pay £31 and £186 (Toal £217) for just 3 months. It is a studio apartment and I am living with my wife. This amount was ridiculous. There was no way for me to access the water meter as an engineer from Affinity water takes meter reading twice in a year so I didn’t have any starting reading. They estimated number and charged me this.
Recently I received the bills from 25 September 2024 to 25th March 2025. Total bill is for this 6 months is £217. I contacted your live support and ask to deduct the amount I paid for the first bill from this bill. He reviewed my details and told me that yeah I can see that you’ve been using way less than the amount mentioned in the first bill. I am raising a ticket and we’ll review this bill, deduct the amount you paid extra, and get back to you soon. It might take a week to update it. Now I received the bill again, but the amount is same.
Can someone please help me with that? I am not gonna pay this extra money that I haven’t used.
Shocking call centre setup. Despite being encouraged to use online service for moving home, the website feedback was unable to process... Tried to call in multiple times, last attempt +30 min waiting and no answer, requested call back (messages says target 15 min, +1 hour still no call.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.
