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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 water supply is absolutely disgusting in my area and have told affinity this for years. It tastes horrible, It's rock hard and have had to buy water filters to save on throwing kettles out. They have also been overcharging me for years and i've now refused to pay my last bill and reported them to Offwat or Offcap or whoever it is. They fitted a meter outside the property about two years ago and it's buried under water where it's been leaking all this time. I use about 10ltr a day at most if that but affinity guesstimated my bill that i use 130ltr a day on average, WHY are you guessing my usage going by the average household usage if you've fitted a water meter?.
The problem also with affinity is when you call them to explain or complain about anything you get some wee female pen-pusher who starts fobbing you off with lies and excuses saying the water leak at your meter won't effect the water reading you are using, so if it doesn't effect the usage from the meter then why are you sending me bills with exaggerated guesstimates then?
They are worse than the energy companies for ripping people off.
Their service since i moved into my property twenty years ago has been on par with their water....absolutely bloody awful.
Customer service have not been trained. They have to ask every single question 2 or 3 times, plus the fact they have broken GDPR rules. When I said this to the operator, they haven't event heard of GDPR.
This company is an absolutely joke - let's hope you get a slot at Edinburgh Fringe (even then, I doubt you'll get anywhere).
19 percent increase ????? Only my wife and I live in the house , Β£57 per month direct debit , Sounds an awful lot to me, just paying shareholders dividends etc
Received an email from Affinity Water explaining that I could apply for a discount because I was on 1 or more of the following benefits, Was extremely surprised and pleased and filled in the forms online , Extremely Thankful. God bless them Affinity Water. Well happy now Thank you Pensioner
Affinity Water bill is daylight robbery!
Just received my annual water bill from Affinity.
I am horrified! Β£753 for a 3 bed terraced house. Just 2 of us and we do not even shower every day!
No meter and the waiting time for installation is over 3 months!
How can they justify this?
An increase of 51% for wastewater + 19% for water!!
I'm guessing Affinity thought up a number they thought they could get away with because, as 'customers', we have no choice.
Yearly bill 34% higher. Β£530 to Β£710. No doubt to cover poor performance fines, neglected infrastructure and bonuses.
No one has reached out directly.
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