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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.
Faith listened patiently and tried to help at her end. Explained that she would respond. Gave us a number to send sample and a photo. The whole process was simple. Thanks Affinity. Looking forward to resolving the issue.
Affinity Water service getting worse & OFWAT are as useful as a broken water pipe.
Affinity Water.
I got a smiley face for water used but my bill went up by a huge amount to the previous bills.
To contact Affinity Water is very hard to complain, these companies are making it harder for the public to contact them even though last time I phoned their CS was in the UK, most companies have done this by putting their customer service into other countries to make it that much harder & customer service gets worse.
My bill gives me the choice of paying online but the online payment never works. I have reported this in the past and it never gets fixed. Phone and you waste so much time getting through.
I might not pay this time to see what happens.
Terrible customer service at Affinity Water.
Meters outside your property where it's hard to read.
The elderly cannot read them at all as they are 45cm underground, in the dark down a small dark hole.
Up your game Affinity Water.
OFWAT are as useful as a broken water pipe.
The agent I spoke to was excellent, she then put me through to another department to arrange a home visit to see how I can save water, I waited for ages, eventually leaving a message, but no one got back to me.
I have had water pressure issues for 5 years on and off.
Random times during the day.
A plumber in 202 mentioned I could have a lead pipe and spent time investigating options to replace. I had Affinity Waters engineers out (2023) to do a report on the low pressure and confirm I had a lead pipe to which the Affinity water engineer DID.
Even by leaving a note on my engineer report card.
I spend ££££ getting the pipe replaced and then for affinity water to tell me I do not have a lead pipe. They have suggested I told them I have a lead pipe, deformation of my person is illegal and the customer is always right.! I would have said I have been told I have a lead pipe, I do not hold any qualifications in plumbing.
I have been to CCW to which they have told me they case can not be followed up as Affinity water are suggesting that 5 years ago I told them I have a lead pipe based on a plumber inspection. IRONIC the plumber has gone AWOL with no company to be found.
Side note β check a trade can be hit and miss!
Even though Affinity water have stepped onto my property confirmed a lead mains even adding details to my report. NOW they are saying they did not and that I am lying and that I told the engineer that I had a lead pipe.
Well the best part and I will play by hand now, I wanted my case to fail like this so I can expose the corruption.
What Affinity Water did not know is that my Ring camera and CCTV picked up on the entire conversation filming the details of how the engineer explained how my pipe would have been clogged over years. He went into details on the pipe as he inspected it and you can hear him say, yeah thatβs a lead pipe. Use the lead replacement scheme. Explained how it gets clogged by bad water in the area.
Yes there was sign in the house to say you are being recorded
This is now a matter for court and will ensure as much media coverage as possible so they are held accountable for their mistakes and what is now the case, a corporate company lying to their customers!
This I want to say has happened to a number of us and this time they just got caught out.
All I wanted is some support to resolve my pressure any way possible, but this case is going to destroy your credibility and I hope a full scale investigation into this matter. I was always respectful and honest when I spoke with your agents, but in return I had a corporate company lie to me.
I will update this comment and tag AW in twitter once the first letter has been sent from my legal rep.
I reported a leak months ago it is still leaking I is absolutely disgraceful. Now they have the cheek to ask me to save water- useless waste what hope is
there?
Because you charged me 161 pounds on water for 6 months when I wasn't even there for 4 of them
You then said you would send someone round and checkup on my meter and change it , they then should have dropped a card through my door telling me there had been.
No card was dropped though my door and my meter was still so dirty and unchecked it was clear no one had done what they said, it was complete lies
You then just charged me even more money instead even though I explained no one had used any water for 4 of the 6 months
WHEN YOU GET THIS NEW METER, YOU ARE SUPPOSED TO TELL THEM - IT IS IMPOSSIBLE FOR THEM APPARENTLY TO TELL THEMSELVES.
OK SO YOU PLAY THE GAME AND TRY TO LOG IN TO INFORM THEM OF ABOVE, FIRST OF, YOU REALISE YOU CANNOT WORK OUT WHETHER THE 5 IS REALLY A 6 IN YOUR ACCOUNT NUMBER.
THEN YOUR ACCOUNT NUMBER HAS A FIGURE AT THE END OF IT THAT IS NOWHERE ON YOUR KEY BOARD - YEAH I KNOW SOMEWHERE THERE IS A DIALOGUE BOX THAT HOLDS ALL THESE REALLY WEIRD FIGURES BUT I CANNOT REMEMBER WHERE!!!!!!
SO YOU LOOK FOR A SIMPLE EMAIL WAY OF DOING ALL THIS AND FIND YOU CANNOT, SO SORRY AFFINITY NOT PLAYING THE GAME YOU CAN TELL ME WHAT I OWE, AND IF I DISAGREE I WILL PAY ACCORDINGLY ON MY NEXT BILL.
Company have kept us informed via sms and emails. Water leak reported workman came around and accessed issue leak has become bigger reported it again fresh water only workman came around again to confirm that it has spread more leaks over the path . Work cannot start until you have permission from other work force who are working on the main road . Itβs such a shame so much clean water is being wasted . The agents we have spoken too are very helpful with the issue but we are awaiting the job to go ahead for the repair
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