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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 was with Affinity Water for years & years until I moved to another part of the country on the 21st Feb 2025 which is not covered by them. In all my time I found them easy & helpful to deal with & when I needed to close my account they were helpful & speedy in getting my refund to me. Thank you.
Affinity water has been useless. I booked to have a water meter no one showed up. I then had to rebook the appointment and the van showed up didn’t buzz my door so I phoned affinity water and watched them drive off and get told that they had tried to gain entry to the property but couldn’t, which was a lie because I watched the van come in and then leave again. To rebook my appointment they are telling me I have to wait until July. Which is 4 months away. When asking for help all they say is “someone will be in contact the next few days”.
75 years old. Moving home 31/3. Have always paid Affinity bill by DD in advance at start of month. Last payment made 3/3. Unable to read meter as there are 4 (for separate flats in property) located below pavement outside property. Meters do not identify to which flat they relate. Affinity website says if you experience problems reading meter to contact them & they will arrange reading. Asked them to read meter on moving date. They declined & sent me an ESTIMATED final bill for over £50 which is twice my usual monthly payment. No explanation of why an EXTRA payment of TWICE my monthly payment believed to be due when I already paid for March. Service is appalling.
I was promised a water meter in 2019 we had a survey & heard nothing from you. I tried again in January someone came looked at position again we heard nothing. I phoned again 1 month ago was told we would have a survey nobody came. Phoned again today told it will be installed April 29th in the meantime you are asking for over £85 a month when only 2 of us live here & are both over 80 years old. How is this justified?
Customer number 4880264-5
Repeatedly poor service; not least changing my Direct Debit payments without telling me. Every year I have to call them to make the slightly higher payments that work to ensure their shocking price increases are covered. Every year they drop the payments back down. 2025 is a special year for poor service as they put the correct DD through in January as requested then changed it again. Re-Nationalise this essential utility, this is profit before service - again.
Response noted - there is nothing more to add. Affinity repeatedly ignore reasonable requests to maintain DD payments and on every occasion fail to provide a basic level service. Interesting to see that Ofwat don’t take any interest in billing issues like this so it seems they are also happy for customers who are proactive with monitoring payments to make up for the shortfall.
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