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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 spoke to an lovely advisor, who was friendly, professional, and managed to resolve my issue.
On the whole, my dealings with Affinity Water have always been dealt with professionally.
An outright scam. The water bill has shot up by 57%—how on earth is that justifiable? Affinity Water is bleeding customers dry while the account holder gets richer. And we have no choice—there’s no competition in Shepperton, Surrey. It’s a monopoly, and it’s a disgrace.
I reported a roadside water leak on a Sunday. My call was handled professionally - with the operator viewing a map of the area and identifying the precise location from my information; noting the urgency from the significant loss of water. I was thanked for my reporting the leak and promised to be kept informed of developments / actions taken.
Very professional and caring people did the best job ensuring that everything is done correctly.
They were polite when asking questions and helpful when I asked for clarification.
Very happy customer.
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