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.

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Based on reviews, created with AI

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O

Oliver

5 out of 5 stars
Steve from the Whitfield Dover area of…

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.

EB

Existential Being

5 out of 5 stars
Freya & Giuseppe were both 10/10!…

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.

ZL

Zane Leo

1 out of 5 stars
Customer service -sad

Customer service -sad . Is there anyone else allowed to supply water in Barnet area? Doesn't look like it.

JR

John Rennie

1 out of 5 stars
Poor response to my query.

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.

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Showing 141 - 150 of 812 reviews
DM
1 out of 5 stars

Affinity Water invited me to be…selected for Production Technician job based at Egham Water Treatment Works

Affinity Water invited me to be processed in the interview selection for Production Technician at Egham Water Treatment Works. They completely wasted my time and I got the impression that I was there to make up the interview candidate numbers. I have 17 years experience with working for two other water companies in electrical biased engineering with mechanical. 37 years total experience working in engineering. I’m fully qualified and competent. I’m currently working as a maintenance manager. They let the technician not the manager have the final deciding say in if I get the job or not. The technician failed me irrespective that I did everything correctly in the practical assessment. That’s very unprofessional as it allows the technician to select who he wants to work with depending on who he likes the most. From this experience Affinity Water will lose out on having a very highly skilled, competent electrical engineer work for them.

Date of experience: May 2, 2025

N
1 out of 5 stars

On hold for 60 mins to be cut off.

On hold for 60 mins to be cut off. Had my closing bill after moving which states I'm in credit and to contact them to get it back. Left me on hold for 61 minutes to then pick up the phone then cut me off. If I owed them money for my bill they would be threatening with debt collectors but when they owe you money you can never get hold of them. Absolute shambles of a company

Date of experience: May 2, 2025

RH

R H

US

1 out of 5 stars

Charging to see old water bills

Asked affinity water if they would be able to send pdfs of a couple of previous water bills, as I wanted to compare my water usage. You can see c.6 old statements online however, as I had I water leak previous bill, the available online statements were resolving that issue.I explained this in my email. Affinity sent me an email with snippets of how to access the statements that don't show what I need and then of an excel spreadsheet of old meter readings. They then said they couldn't send old bills unless I paid an Β£8 charge. Utter nonsense. I took longer to write the email back than it would have done to send the water bills I asked for.

Date of experience: May 1, 2025

KS

K S

US

1 out of 5 stars

Affinity water staff trespassed no response to a my complaint …

Affinity water staff trespassed my property and fitted a water meter without my consent, not to mention they damaged one of my plants in the front garden, which I have now had to get rid of, as it stopped flowering. I complained to them and it has fallen on deaf ears. They even had the audacity to send me a survey to rate the service. Obviously I did not give them a good feedback. However, still no response and this is now 9 months ago. It's a real shame that they have the monopoly to serve water in my area. I wish we could choose a different supplier, like r can work gas, electricity, broadband etc.. AFFINITY WATER ARE THE WORST COMPANY I HAVE EVER COME ACROSS!

Date of experience: May 1, 2025

S
1 out of 5 stars

I wish I can run a business where I…

I wish I can run a business where I just increase my prices by 47% and all is fine. I might as well start showering in Evian.

Date of experience: May 1, 2025

K
1 out of 5 stars

Such a disgusting company!

Such a disgusting company! Tell me how can you charge Β£1000 for a year for a 2 bedroom flat for 2 people?????? Wont pay that amount, thats for sure! Will go to ombudsman!

Date of experience: April 30, 2025

M
4 out of 5 stars

Responsive and helpful

Responsive and helpful

Date of experience: April 30, 2025

D
1 out of 5 stars

Affinity water have no idea what they…

Affinity water have no idea what they are doing. I asked for a meter to be fitted for the 2nd time. After being told now that I cannot have one fitted for no fault of mine there are charging me almost 400 pounds a year. I live in a block of 16 flats where my neighbours have had the increase to 20 pounds per month with a meter. The engineer said my bill would be reduced but the customer service lady got frustrated with not being able to explain why this had not happened and gave me irrelevant information as to why the rip off. I asked her to escalate my complaint and asked for the complaints procedure and the ombudsman and was put on hold for 15 minutes before being told someone would call next day after 2pm. Still waiting βœ‹οΈ but I'm patient and will take this all the way. It is now 21st of May and I have received one phone call to acknowledge my complaint.

Date of experience: April 30, 2025

RT
5 out of 5 stars

The response time of moving my ac ount…

The response time of moving my account when I moved house

Date of experience: April 29, 2025

NA
5 out of 5 stars

Wonderful support from a Company who cares

So, so impressed and grateful for the help I received today from Marianne at Affinity Water. She was kind, patient and very efficient; I cannot thank her her enough. Thank You Affinity Water for your competent Staff!

Date of experience: April 29, 2025

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