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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.
Be careful when paying your bill online using a card. The system appears to not complete your payment so looks as though it hasn't gone through. This happened to me today and I ended up doing it again and still did not appear to complete. I then checked my account and 2 payments had gone through. I then had to spend over 2 hours calling Affinity and my bank to stop the second payment going through. Terrible service experience.
Update 13.04.2025 after all the time it took me to stop the second payment going through re the above post, Affinity water took both payments from my account yesterday. I will now have to try again on Monday to sort this out when I am at work and will take more of my time. My bank account may now go overdrawn and cause more issues for other payments.
I have seen the reply on here from Affinity it's a shame I didn't get such a quick response from the query I sent about this on Friday via the website!!! Still no acknowledgement there! Not a happy customer.
Customer service a joke. Just called regarding my credit amount of £156 just gone missing off the recent bill. I was totally fobbed off about where it had gone. I said that she was not making any sense as to where it had gone. Requested to make a formal complaint I was ignored then I requested to speak to a manager was ignored again and put on hold. Then on the third time of being on hold she came back and said she had sent me a email explaining where my credit had gone have not received the email. I also asked to go back to paper billing but was told I had to do online which is not the case it stated it has to be done by calling up. So no clear explanation of where my credit has gone and I am now out of pocket of £156.
Little update on my situation with Affinity Water.
Still trying to resolve the situation, customer service is unbelievably poor.
Turns out the property I'm living in hasn't been evaluated since 1989 I mean WTH.
£55 a month for a 1 BEDROOM FLAT!
I'm going down the formal complaint root and taking it further with the ombudsman.
Luckily directly below me is the citizens advice bureau and they've been very helpful.
Looks like I've been paying massively over the odds for my water for years.
Spoke to someone who put me on hold for over 30 minutes and then the same person calls me back while the call we was on was still ongoing, jesus Christ seriously.
I'll update anyone reading this in the future.
Total shambles of a company.
Affinity I talked with a operator from Affinity Water and made a arrangement to pay my bill in arrears and we settled a agreement and I have started pay on time? All good till yesterday I received two letters bye post from you with a different arrangement?? With checks bank giro credit notes? If I called you and made a arrangement bye phone and you agreed and I been paying on time a month ago?? Why you send me a different agreement completely different? Why you don’t have communication with colleagues or you keep customers details on paper bits or what?
These guys are very unprofessional people. They overcharged me by £160. They said they will come out for a water reading/ couldn’t find a water meter/ will replace a water meter/charged for inaccurate water reading. They took over six (September 2024 to April 2025) months to resolve a ten minute issue. They harassed me daily three time a day for four months and only the last person I spoke to in April 2025 was reasonable and helped. I suffer with disability and mental issues. They do not care and they are non stop harassing people who are trying to stay calm and resolve issues. I have no choice but to be with these people.
I have just purchased a property on April 1st and received an enormous bill for what is currently, an empty 1 bed maisonette that is currently using zero water. I called customer services and explained we are paying double what another household pay with a water meter and that the property currently is, and will be for the foreseeable, totally empty due to urgent renovations. He said there was nothing he could do and that we could not get a meter installed until SEPTEMBER.
I understand water meter's are in high demand due to the price hikes in April, but surely this was anticipated by the water company?? We are in a cost of living crisis and expected to pay over £50 a month when using zero water, it's absolutely unacceptable. I also was told I would not be able to receive any confirmation of my water meter appointment in September, so am just left hoping they show up over 5 months from now. It simply is not good enough for customers to have to wait this long when surely such a hike in meter requests will have been anticipated far in advance.
Waited all morning to get an answer on the chat, but nothing.
My bill went from £50 which I thought was too high to £70, I asked neighbours and family and now realise they are paying £25 to £35 a month. This seems ridiculous and there's an obvious error here. There's negligence and a total luck of care and accountability. I started a complaint, and they emailed me it can a take a few weeks. I have been over-paying for years. We'll follow until there's resolution. Appalling service.
A 29% increase in my bill and no appointments for even a survey for a water meter until
September 25. At least employ more people to survey and install if you are going to hit your customers with these huge increases at a time when all bills are increasing.
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