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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.
Abysmal customer service. Zero respect or consideration for the customer. Only interested in money. Alas the water companies have a monopoly so they get away with shoddy standards and you cannot switch to a different one.
We're happy customers of Affinity Water, possibly the best water company we ever dealt with in London.
They seem to care, run well the service, give support.
We have now been delayed for the third time being put back today a further 4 weeks and then the possibility of being cancelled again. Project finished 4 months ago and families unable to move in. DS0054417 - 36-36A High Street North DUNSTABLE LU6 1LA
Last note received.
“Good Morning John,
Apologies I have been on annual leave.
The permit dates have been refused, and they have asked us me to re-plan after 12th March due to a clash of works already taking place.
I have re-planned for Monday 17th March – Monday 24th March, Pending permit approval.
Unfortunately, there is lots of conflicts with other works happening around the area which is why the council keep pushing the dates.
Kind Regards
Alice
Call me on 07770680740 if you wish to discuss my complaint.
From detecting a leak on my mains to getting it repaired and receiving a leak allowance at the end, Affinity have been so friendly and helpful. Its been a pleasure dealing with Affinity.
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