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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.
Our new water bill has increased by 36% We have been let down by the company and Ofwat
Our new water bill with Affinity Water has increased by 36%
We are priority customers who have applied but not been able to have a water meter fitted and are supposed to be on a lower rate
We are two people using a low volume of water and live on a fixed income
We have been sold down the polluted river and are disgusted by the reported profiteering and poor environmental performance of water providers in UK
Tried to get a query resolved on Affinity Water Live Chat online. Told to hold the chat window open while waiting for an advisor to reply. After well over an hour, had no alternative but to give up.
If I could give the 0 start I would. Terrifying customer service, bad water taste, increase of 15 pounds a month, what terrible a joke. Terrible the government won't do anything about it.
2 years I have been waiting for a water meter, they making excuses.
Last year I changed from rateable value billing to assessed billing. We are not on mains drainage; we have a septic tank, so we do not pay wastewater charges. However, for some weird reason the billing department thought that just because the billing method changed they ought to charge us for wastewater and they did not make the changeover to assessed billing correctly. I had to put in a complaint to get this sorted, which eventually happened and they also made a ‘goodwill’ payment plus a £20 payment for not meeting their guaranteed service standards.
This year I have had a meter installed so the billing method has changed again and you can guess what happened, yes, they decided that, because the billing method has changed they should start charging us for wastewater, a repeat of the same stupid mistake they made last year! So far, since changing to the meter they have sent two bills both of which are wrong. I changed to a meter to get accurate billing and, on the second of these bills, they gave me an estimated meter reading (which, of course, was wildly inaccurate), this defeats the point of having a meter installed and goes against the AW policy of providing a proper metered bill within the first 20 working days. Therefore, I have had to put in another complaint which I am still awaiting a response to, and they only have until 3rd March to avoid failing to meet their guaranteed service standards again.
At a time when water bills are rocketing AW are wasting customers money by not doing things correctly first time, thus having spend money unnecessarily sorting out complaints, making ‘goodwill’ payments and payments for failing to meet their guaranteed service standards.
Apart from that they are also stressing me out!!
Update 06/03/25
AW rang me 04/03/25 and it appeared all would be sorted and I would not be charged for wastewater. Just imagine my shock when I received a new bill a day later and they have made the same mistake yet again by charging me for wastewater! I have now made a new complaint. I am now even more stressed and the chaos continues.....
New bill is an absolute joke was £523 last year and now £710. And to charge less for a water meter is ridiculous I don’t have a choice whether I have a meter or not apparently you’ve been installing these in my area for the last 3 years! Maybe pay your shareholders less and stop ripping off your customers who have no choice in their water company.
Bill has jumped up to £70 a month for Water on a non metered 3 bed terraced house.
Thats a steep £20 increase each month for really bad linescale hard water. It's a nuisance to keep the limescale at bay.
We had to fit a water filter at extra expense to us through a third company just to reduce some limescale.
Yet they have the audacity to say they have high quality water, we can't even drink it.
How can water bills become so expensive all of a sudden.
Life is becoming unaffordable.
You get no help for working, just stretched at every point.
Every bill is going up for these massive corporations, greed!
*The reply below mentions they have reached out to me. They havent!
My water bill just went up from £363 to £564. We do not have a meter installed (not our fault - it’s a council property), but we hardly use any water - indeed barely 5 years ago, the water bill was included in the rent - and was absolutely minuscule. Increasing our water bill by 64% in one year is nothing short of ludicrous and downright greedy!!!
These clowns apparently have terrible customer engagement in their advertising - and treat their put upon customers like they’re drooling infants! I’ve never been so insulted by an organisation providing a so called service.
Obviously, Affinity Water appears to be a company that believes it’s entitled to cynically pick the pockets of its customers.
Affinity Water needs to be investigated independently for the worst kind of profiteering - and the sooner this is done the better.
Mind you, in this political climate, I’ll probably be sooner arrested for hurty words to Affinity Water instead!!!
Sh**ty water company, the bill almost doubled in 2 years threatening me how they improve the water system, water is still hard, they didn't improve anything. Nobody is investigating these companies claming these "improvements".
I advise the people to go for the monthly payment, let's hit their cash flow.
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