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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.
I have Set up a direct debits on a number of occasions, to pay my bills. And then, only to find out that Affinity cancelled the direct debit without notifying me that they had cancelled. Due to some technical issues or some poor excuse. Especially when there was more than enough money to cover my bills. I wouldn’t find out until a good while later. When I get a red bill. Saying I hadn’t paid. Very unprofessional conduct, especially for a big company.
The service at Affinity Water puts others to shame
The service at Affinity Water puts southern water to shame in its mistake making, incompetence & inaccurate details.
I paid off my debt with Affinity & at the time of yearly renewing my agreement it was always handled smoothly. The customer service is great, as are the devises and access to help.
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