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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.
Couldn't believe it when I opened the email I received from Affinity Water, my new bill for this year was £651, I was practically shocked. I used to pay £466 a year and now they have raised my price to £651 a year, I know they used to raise the price a little every year but now they have gone too far. It's ridiculous, they don't even think about people who work hard to be able to live a decent life. It's good that all the prices have gone up but people salary is no longer enough to survive from one month to the next. In this days we work just to pay the bills.
to charge £800+ a year for water is absolutely disgusting when the fat cats at the top are receiving way over the top salaries.If i had a choice i would tell them where to stick their bill !!!!!!!
I don't understand what the problem is?
Me and my 2 kids.We don't use too much water.
Last year there was a bill of £529.
But this year the bill is coming in at £669.12.
I am a single mother.It would be unfair if you forced me to pay so much.
Online promotion to tackle leaks seems a non offer. Weeks pass and despite repeated attempts to contact AW, it produces no response. They create an appearance of responsible action but deliver no reality.
Just moved to an affinity water supplied house, the bill is is wrong it thinks it's a 5+ bedroom house with 4 people when it's a 3 bed with 2. But can I get help? Nope! One hour on the phone waiting only to be cut off. Also tried the chat but again you wait ages for an agent to join and they never do. Infuriating.
I think its disgusting that they can jump up the bills like they do. I am going to pay 65.00 next month, I don't hardly use the water, there is only two adults over 60 one who has Severe COPD and emphysema who cannot get in the bath, myself who baths every other day, my washing of cloths is maybe twice a week, as being to its not feasible to wash more than that, and I use Bottled water for drinking.
Josh has been helpful from the beginning until end, clear instruction and easy to follow. Was wondering why we haven't received any post, not knowing we don't have an account yet, quick set up has been made and now will just have to wait for 5 working days. Really Appreciate the help josh.
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