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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.
It was so easy to set up everything for us moving home, and we where kept informed,
Just wish other companies where this straight forward and the wording was in easy laymans terms not like some where you need to have a law degree to understand
When the leak was finally repaired on the second attempt the area was made good and cleaned well in good time. The operatives were polite and accommodating
I am a single person. I work out of the house most of the time. We have a shower at work that is better than my own, so I often only shower a couple of times a week at home. I do have a 2 bed flat but it is a small 2 bed. I don’t have a dishwasher. I hardly use water at home. A few years ago metres were muted and I said yes. Sorry cannot have a metre as I am in a flat. My water bill has just gone from circa £40 to circa £57 pcm. My friend up the road four bed house. Four adults living there. They have a garden that they water, they don’t scrimp on water all shower all take baths etc. they are paying about £30 pcm. Almost half. I logged in a tried booking an appointment for a water metre or at least for them to have a look. November is the next appointment. This was early June. I called them. Nothing they can do until they can assess whether or not they can put in a metre. I lived with someone up until 2 years ago he died. Since then I have been struggling to afford to eat I cannot afford this bill. Even with two adults in the house how much have we been overcharged for the last 23 years since moving in? Will Affinity offer any kind of refund? No, I was told pay what I can afford. I cancelled my DD and today had a bill for almost £500 for water. They can take this bill and shove it up their backsides. All this time I am reading how their directors are getting nice little bonuses from a government handout. They are fleecing customers left right and centre. Sort out a fair bill. Organise a refund for at least the last two years since we became a one person household and then I will send you a payment.
Update: so today I had a phone call from Affinity water who told me that the first advisor telling me to pay what I could afford was wrong and I need to pay. They can spread the payment over the full 12 months bringing my payment down to £47 pcm. I was told I should not worry about other households and if they cannot fit a metre I will still be paying high amounts. So basically I get punished if they cannot fit a metre. For my water use to even remotely justify the prices they are charging me I would need a leak the size of a small river flowing through my flat on a permanent basis. All they care about is money and apparently my credit rating. No I do not want another call. I want a fair water price based on what I use. Not based on some magical number that you make up. Add to the fact that the water quality is awful. Hard water, dries the skin out and causes major limescale.
The staff at affinity water are polite and helpful however my problem is still not resolved.
I asked for a new meter that has yet to materelise.
As these problems started with a misreading with the old one.
Affinity Water need to listen more and do more to resolve any issue quickly.
I'm pleased with how the issue of my bill was resolved. Affinity water staff were polite and helpful in resolving my case. I'm satisfied and appreciative. Thank you.
I felt Afinity water reacted to a leak just had I moved house in April concerning my water meter outside.The repair did take 4 weeks but it was repaired.My only issue was once the repair was completed. A further 2 weeks after another company came and dug up the patch on the pavement which they said was a more permenent. To save cost why is that not done at the repair stage just saying. I gave a meter read 2 weeks after the repair and phoned it through but no ones come back regarding the leak allowence but I understand large companies do take time.
I live in a retirement home in share water in Woking bymy water bill is going up 160 pound for six months I'm hardly at home I'm very careful using water and I do not understand why I have to pay so much it is a new building there is no leak no I am going to launch a my own investigation
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