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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.
I now have to pay £54 a month for water in one of the wettest countries in the world. How can this company or any other company justify the obnoxious hicks in charges. There is NOTHING I can do about it because I can't change water companies, It's disgusting really.
I've sent 3 Emails since 18/03/2025 to ask why my water bill has increased by 36% and only got automated replies. This is a failure under the Guaranteed Standards Scheme. The average increase according to the Martin Lewis Show is 23%. So I have asked for a review in case a mistake has been made.
Update - 4/4/25
I’m not sharing personal details on this forum. You haven’t reached out. You just need to read and answer the 3 Emails I’ve sent you. I know you got them through the useless automated replies.
Update - 8/4/25
I've sent Affinity persobal details via Trustpilot and still not had a reply from them. Look like they try and fend off negative comments on Trustpilot and refuse to deal with customers directly.
Had a problem with an account that should have been closed by the landlord when I left and I spoke to Rosie who was wonderful! A great asset to the company, all resolved in one call!!! That's what I call great customer service! Thank you Rosie 😊
I spoke with a very calm and helpful person about an issue which I had been told (by a neighbour) was an Affinity water action. She then launched an investigation, and called me back.
It turned out that the private contractor causing the issue / damage falsely informed the neighbour that they were from Affinity. The investigating officer was very kind and understanding about the whole mix up.
Booked 2 weeks ago to have a meter put in .asked for a afternoon appointment and a courtesy call a hour before to arrange someone to be home .they day arrived no call and it was a no show.had to rebook and told have to wait till August now .total shambles
Appt for water meter is 5 months away and no projected costs given if I change and no option to change back either.
Appt for water meter is 5 months which is outrageous. No projected costs given if I change to meter use. No option to change back if not happy or circumstances change.
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