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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.
Shocking is an understatement. An ongoing back and forth over 30 days and still no resolution. It is like speaking to parrots the repeat the same false information of resolution. Doesnt matter what day or time you call in they will tell you it will be resolved by Friday. Installed my water meter in 2021 and still have been charging the stand alone rate as they realised my usage will require a reduction in my bill. Upon querying they said they wont back date a refund to 2022 and will only back date to 2023. At no fault of my own, I have called in weekly for 4 weeks to listen to the sing along song of 'it will be fixed on Friday, you will receive a refund Friday' If a customer doesnt pay a bill they send the baliffs to collect. But when a customer is owed money you have to go through a monumental sing along and time waste. So finally today I asked for a data request of my account, behold another sing along 'Somebody will call you in 24 hrs' I have heard that one before. Daylight robbery to say the least.
I moved house on 8th of March and had not hot water until the 10th of march. , All the while, I was bathing at my sister’s house and could not use the washing machine as it was not connected yet but, Affinity has sent me a letter advising me that I have used more water than ever before so increased my bill. This is the first time I will be calling them and not looking forward to it after reading some of the reviews.
I am on benefits after suffering a serious illness. I made a claim to Affinity for the so called help they provide. I got in touch with the council and Citizens advice. They directed me to fill the form which Affinity have on their website.
It's been quite a while now, I did not hear back from them.
I applied again today (18/04/25) part of the procedure was to give them my customer Ref: number. I went to search on my email for their correspondence and found several emails. I got the number, and Behold I found a rejection email for my claim asking for more details. I don't know how but they sent that email incognito which I never saw. Let's see what tricks they play now because I just submitted my application with all the evidence. I shall write back, please look out for my upcoming review.
Regards,
P.s. I don't know why no one as yet reported them to the Ombudsman. Maybe I will, let's see what happens first.
The purpose of the phone call was to query a bill receipt, but more importantly to order the installation of a water meter. It took several times longer than necessary because as a British-born customer I could not understand the strong Asian accent of the Affinity operative. Questions had to be repeated 3 or so times with requests that answers be repeated constantly in order to complete the conversation. Affinity is not alone in appearing to use overseas call centres, but it becomes embarrassing for both customer and operative.
Back in September 2024, Affinity drew up and agreed a DD payment plan with me amounting to £30 p/m for the next six months. Without warning, they decided to abuse their access to my money and take almost double the amount we had agreed (and THEY had written down in black and white) despite me being in credit with them. If they desperately needed the extra money, why not use some of the built-up credit in the account? I cancelled the DD and changed it to a standing order for £30 per month instead - that way, I was sticking to their agreement but taking control of the money going out of the my account since they couldn’t be trusted to do so. In spite, Affinity placed black marks against my name with Transunion and I have now been declined for a mortgage. I’m three weeks in to calling Affinity almost every day to have the marks removed - I have made around twelve phone calls so far - but they’re dragging their heels. Conveniently, there’s no direct line to the complaints team and once you’ve submitted a complaint, it’s just a waiting game. The website states that they try and take around ten working days to resolve issues but I’ve since found out that they’re actually taking around twenty days. All the while, I am still in credit with this company who seem to think it’s ok to keep more than is owed to them, have a tantrum because they’re not getting their money as THEY would like it and damaging my financial reputation. The matter has been escalated to CWC and OFWAT though I’m not hopeful that they’ll be any good. As long as the CEOs and shareholders are ok though, right?
Have been paying £134 a month for a year
Queried it last month and got the bill down to £30 a month
Apprently they don’t owe me any money back because they had me down on the wrong tariff which is ‘my fault’
Women on phone lied and said that they got the information from the council register but person who owned before lived alone for 30 years
Useless customer service. Increased bills with no reason no warning no explanation for 35%. Advised to install water meter, website is showing slots for ext week, but closes dates are in half year.
Wish you bankruptcy.
Absolutely appalled with this company. I had a meter installed in March 2024 and that they not registered on my account and they had switched my meter with my neighbours instead. They are a family of 5 and I am a single mum of one. I never really thought about the meter until I received my new bill this year increasing from 45 to 60. I called affinity and asked why I still got a fixed bill when I wanted a metered bill. They said I don't have a meter, of course I have I said I got a card but didn't realise they switched mine and my neighbours instead. I have been massively overcharged paying a fixed rate, they sent one over to check the meter 4th March 2025 and gave me a new reading and serial number instead. They put my house number on my neighbours meter and theirs on mine, huge mistake!! I used a 3rd wht they used. The guy said this will be updated and changed soon but I am demanding a refund from this year I could have had a metered bill due to affinities errors. I have made numerous calls but nothing been sorted. I made a formal complaint in writing 19th March and they have not responded or called at all, whenI called they said it takes longer to reply. The customer service I shocking!! They have messed up my meter so they should take responsibility for it. Will escalate it to the water council soon!!!
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