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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.
My bill has increased by £207 a year. This is absolutely disgusting. How can you justify this. I am a single parent and non metered and live is a leasehold property. My neighbours bills are lower than mine so how is this justifiable??
Water bill is extortionate and they don't turn up for a water fitting appointment. The lady on the telephone advised me that I would have to pay an external person to come and do it. Its disgusting
We have a blocked sewer and called them out. They promised they would be here within 72 hours and 5 days plus later we are still waiting. Despite many phone calls, emails and texts they still haven't shown up. What a shet show. Poor service, poor communication.
There is no link between me and Thames Water as I pay Affinity for water and drainage. So Affinity are still responsible for their sub-contractor utility. They now get another 1 star for still being poor!!
My water bill has gone up by 29%!!!! What is going on? This is ridiculous
Thanks I've seen your reply. The 29% is referenced on the letter from you setting out my charges for 2025/26! It's actually worse than that over a longer period. The momthly charge for clean water for 2020/21 was £192.60. Now it's going to be £356.80. That's an increase of over 80%!!!! It's shocking
Pretty rubbish frankly. 18 months down the line from a water meter being fitted and not a single one of the cost comparisons promised has been provided.
They have however been very quick to tells us about the latest massive price hike!
HUGE annual price hike in a cost of living crisis!
I am absolutely appalled by the recent news that Thames Water is increasing wastewater charges by a staggering 40%, and Affinity Water is hiking clean water charges by 29%. This blatant disregard for customers is not only shameful but deeply insulting.
These price hikes are nothing short of exploitation. The water industry is supposed to be essential, and yet here we are, with two companies that have the audacity to raise their prices at a time when so many are already struggling. In the face of a cost-of-living crisis, how can these companies justify price increases of this magnitude? It feels like a direct slap in the face to households already struggling to make ends meet.
Thames Water’s 40% increase in wastewater charges is particularly galling. Wastewater is a basic service, not a luxury, and yet the company seems to think it’s acceptable to exploit consumers to the tune of such a huge hike. Affinity Water’s 29% increase for clean water fares no better. Both of these price hikes are nothing more than corporate greed disguised as necessary adjustments for "inflation" or "rising costs," but let’s be real – this is nothing but profiteering.
Let’s not forget that these water companies are often not short of cash. Thames Water, for example, has been involved in multiple scandals related to poor service and mismanagement, yet they seem to have no hesitation in passing the buck to the customer. Affinity Water is no different – their customer service record is abysmal, and yet they continue to prioritize profit over providing the most basic of services at reasonable rates.
It is unconscionable that the government and regulators continue to allow these price hikes to go through unchecked. The people who are being most affected are those who can least afford it. How are families, pensioners, and low-income households supposed to keep up with these astronomical increases in essential services? The lack of accountability and empathy from these companies is nothing short of disgraceful.
Edit: “Becky” has replied saying they’ve reached out to me, but they haven’t. It’s clearly an automated message.
So, I'm being subjected to a near 30% hike in my water bill. For water that is undrinkable. Not only that, but I get bossy-boots letters about not wasting water from a company that has water leaks all over the place. Wonder what pay hike its directors are getting.
Shocking Service staff who concerned with meeting their payment target stats
Shocking customer service, impossible to get correct information and the affects of this are damaging when an advisor is rude to you and takes a stance to affect your credit rating due to there our personal opinions. Affinity water should not be affecting peoples credit rating adversely for full payments made and zero balances. They have now been reporting to transunion with incorrect damaging information. No one to talk to. I have emailed. This is a very hot optic at the moment and seems everyone is having the same issue as me on all the forums I have read. If you pay your bill when you receive it or over a few months they will ie 6 monthly bill printed in October paid by January they will start that is a 6 month late payment albeit bill only issued in October and paid within 3 months they report a overdue balance when there is no balance. This will affect you applying a for a mortgage and is unjustified. If you don’t give your credit debit card details to allow future payments to be taken with having your information stored you are penalised by their incompetent rude staff who want to meet they targets on setting up these payment types for future payments.
A massive increase in usage and bill. Thank fully most of Kings Langley village received same news. We all had a leak and hence increase in costs. Complete joke and rip off from a UK water company. I have elevated it to second stage complaint. I have also joined forces with the local community with a joint complaint. We have written to local MP and Watford Observer is running a piece on this awful behaviour. Anyone in the same situation, reach out to your local community using Facebook or another social site. Guarantee most of them are in the same situation. Join forces to bring awareness and work together.
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