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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.
The worst company which it’s just stilling your money I had a problem for 2 months and then I am calling them they are telling different story just to don’t resolve my problem I’ve got a bill for 2 months which one was 161£ for 2 people in a flat they didn’t even checked then we moved my reading mater they just estimate by themselves and know they are asking again for money in 1 year I received 6 bills to pay and never received a explanation they are waiting to pay
Needs to improve their performance on customer complaints and customer service which is far below expectation.
I sent a genuine complaint to affinity water by email it was not replied to.
I also made several calls about the same simple complaint it was not corrected.
I applied for water and mistakingly sent them a Gas meter reading instead of water meter reading because the property has a communal water meter. When the landlord informed me about it and that I shouldn't have applied for water because, my water bill in included in the service charges I pay monthly hence, I sent Affinity Water email to inform them to cancel my application because it's not necessary as I don't need to as I already pay for the communal water meter bills monthly. Sadly enough that as I write have not done the cancellation yet. Maybe they want to charge me extra for reasons known to them. What an appalling and irresponsible customer service is this? This shouldn't take a minute for affinity water to go through their system and cancel and delete my application. They keep me on the phone explaining the same narrative everytime they send me a fictitious water bill without me having a personal water meter. Please improve on your customer service in this modern world. Regards.
I have read all the Affinity company bull and it still leaves me with the same question you have tried so hard not to answer and justify.
If you have spent years under-funding your own infrastructure and paying out dividends and bonuses to your shareholders and managers then it is not my problem that you do not have sufficient funds, is it? I have already been paying you yearly to invest this money back into a decent water supply and obviously you have not been doing this.
Now that I am a pensioner and receive a 4.1% increase on my pension you suddenly come up with a 29/30 % increase on my rates and tell me it is to fund all the schemes you claimed all my other payments over the years have been for.
For people like yourself that are earning a living wage, when inflation gets to high you push your employers to give you above inflation pay rises and if you do not get it you take industrial action to force this issue - then the water companies pass those costs onto the customer again i.e me!!. So what can the pensioner do, nothing other than cut back on heating and food to save money, what a great way to treat the elderly and you will get there one day and realise that a £40 pm pension increase is going no where when over half of it is taken by poorly run entities like yours.
Now add to this the issues that are not of your making, heating - electricity - food - petrol - insurance increases etc all of which have gone up by more than 4.1 % each and I can insure you that my £40 increase is now going to be in excess of £60 pm worse off.
So please do not treat me like an idiot and tell me how Affinity justify a 29/30 % hike for doing nothing new or anything more for me, where are the water meters you offered us 18 mths ago free of charge and have never been fitted????
Steve Stratford.
21/03/2025
As a company you told customers on a mailshot that money could be saved if you had a water meter fitted and you also said that you would be installing these meters in our road and that we did not have to be at home as all work takes place outside the premises. You never did that and apparently any you did fit in other roads have not all been turned on even when requested, so I can not save money as you will not do your part but you will charge me 29/30 % increase to shore up a woefully inadequately run company.
21/03/2025
I have just phoned Affinity Water and although I live in the UK they have decided that the best person for me to talk to is a call centre in South Africa so they can answer my query on my bill and a water meter. What a joke, because as soon as you ask a question that is not on their prepared script they are lost.
At the moment, Affinity water is misusing its power by repeatedly charging me for "estimated" amounts of water that is more than double what I use, despite my repeated efforts to correct the situation over the course of 6+ months.
- They do not appear to send someone out to read my meter.
- They also do not email me to know they need a reading.
- 6 months ago, I called Affinity to request they correct my bill. The woman I spoke to on the phone made no attempt to correct the situation despite reading off my meter and sending in a picture.
- 6 months ago I also used Affinity's website to submit a reading from my meter. This reading appears to have been DELETED and ignored.
- I have just recently (again) tried to submit a meter reading, and the amount of my actual meter is so much lower than their "estimated" readings that it doesn't seem to even show up after submission.
- I have also tried using their online form to outline the issue, including a picture of my meter. I still have not received a response.
All together, Affinity has repeatedly chosen to ignore the readings from my water meter and my many attempts to correct the situation. Instead, they appear to prefer to charge me for a random excessive amount of water usage. Is this not theft?
Absolutely terrible experience with this water company! They’ve been sending false bills for months, When I tried to dispute the bill, their customer service was completely unhelpful and dismissive.To make matters worse, they reported these fake charges to the credit bureaus, damaging my credit score without any proper investigation. This is completely unacceptable and feels like a predatory tactic. Avoid this company at all costs! If you’re already dealing with them, I suggest documenting everything and filing a formal complaint with your local utility commission or consumer protection agency.
Appalling service. The worst customer service I have dealt with ! They are obstructive, frustrating, condescending, pretend they don't understand you, while you have clearly stated the reason for my call, and after that they will terminate the call... TWICE !!!
I can’t thank Deborah Oakes the customer service representative enough for her wonderful help today.
I had a problem with my bill and she was amazing.
She put me on hold to check something with a colleague. She was determined to get the situation sorted out and she did 100 per cent.
I really can’t thank her enough for her care and consideration. A lot of people would not have gone out of their way, but she really did.
I would recommend Affinity water as a caring company with good trained staff who go that extra mile.
So if you read this Deborah (I know you were based somewhere in Kent) once again a huge thank you for your time and effort.
Thank you
R Evans
if i could give these cowboys MINUS 100 It would still be too good! They charge over 700 a year for chalky s__t water, will they pay to have all my taps and pipes replaced!!! money grabbing cowboys!!
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