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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.
Still waiting to be contacted about a boiler their terrible quality water destroyed
Still waiting to be contacted. Bobby call briefly Saturday and we arranged a call back for 1-145 this week as it s the only time I can talk. The next 3 days he tried calling outside this time so obviously I couldnβt speak just like I advised him Saturday. Iβm now told that as they couldnβt reach me it is on me to contact them. Hereβs a thought, how about you call during he arranged time slot when I am available. Please do better and call me back Monday to Friday between 1-145
Contacted Affinity Water as got a problem with our meter and they were very helpful and an engineer csme out to us after our talk with customer services. Problem is ongoing but they have so far been interested and helpful trying to work out what the problem is
Affinity waters cut off a hard working young single mothers water supply. She has a 4/5 year old, is on direct debit monthly. I managed to help her go on holiday for few days because she's a hard worker. Whilst on holiday her water supply was cut off. Brilliantly done! Especially in this weather.
Don't forget Affinity water posts warning us about the warm weather lol.
Be careful people , you can get cut off in dry seasons like we're having now. Laughable!! No it's not when children are involved!!!!!!
Left on hold for at least 25 minutes - I gave up at that point. And I was calling because on a previous call I was given a number to call for a home visit to check for leaks, but the people at that number said they'd call me back to arrange a visit and never did, despite me calling again to chase. They send emails telling us to conserve water but don't support customers who are trying to do just that. Shocking, hypocritical company
Employ people that know what they are talking about and not tell fairy tales especially accounts department
One of the things I was told that the standing charge was a one off payment and from then on I only pay for the water
Was never in formed I was going to a water meter since august 24 I set up set up a standing order December2024 to pay Β£21a month in but was told not done in June 2025 i do have a confirmation e mail from you. I called June as received e mail and was told no standing order-set up I set up a direct debit told have to pay Β£30 a month
Reported and dealt with within 24 hours by a very understanding, patient and professional engineer , Ross, who made sure as an older person I was happy with the situation . He made sure that I could contact if I was at all worried about any aspect . Thank you.
Having a problem develop with my metre I contacted affinity and a engineer came out the same day and rectified the problem by replacing the faulty metre.The engineer was very efficient polite professional and came back the following week to check soo was ok.
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