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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.
Was told Affinity was going to attend to fit water meter however no one turned up. But was called next day to apologise for the missed appointment. Was re scheduled for over a month later! Only good thing was a credit of £20 applied to account for inconvenience caused. Fingers crossed they turn up for the appointment.
I reported a broken meter cover on the pavement which was hazardous. The repair was prioritised and actioned quickly and I was kept informed throughout.
I payed every month @£68 for a single person who live in a 2 beds flat. Why that ? I am to work every day 10 h/day. Why l must to pay so much l don’t know. However….l payed but l am very disappointed.
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