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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.
Forced to move to a metre couple of years back. Bills are now at least 3x what they were. In addition, You’d think you could find information on daily/weekly/monthly usage being on a metre, just as the other utilities do. This would help with conserving water. Nope, it’s every six months when you get a bill! Terrible.
Yesterday I had a query for Affinity regarding the water supplied to my home which I knew would not be the usual type with which they had to deal. When I started communicating with their chatline, I feared I would be going into a black-hole communicating with a robot, and getting nowhere.
I was very pleasantly surprised when I was switched to a real person who asked relevant questions and progressed my query effectively. I then had to deal with a work problem of my own and got timed out. I went straight back into the communication chain, worried that I might have to start the process again but it continued seamlessly with another person who then set up what was needed to be done.
My faith restored in systems and real people. Many thanks to Gareth and Azaria!
So we were forced to start individual water charges, but have also had to pay for Communal Water. Surprise Surprise you have been charging both parties for the same water supply. Doubling your income for the same supply, well in fact more that doubling.
Having complained I received a call from a Ryan, who told me that I should be grateful that I am on a "social rate".. not understanding that we have been paying twice for the same water.
I needed to change the account from my father to myself. Couldn't have been easier, thank you!
Southern water made me feel i was being a nuisance rather than wanting to give them money.
What is the CEO doing allowing affinity water to be so awful, dreadful customer services with rude staff and zero customer care Shocking disgraceful company !!
would not trust the water they allegedly say is fit for consumption.
Estimated bill 3 times usual amount and for empty house
This time was given an estimated bill for an empty house. Last bill they acknowledged no water was being used and “just” charged the standing charges
This estimated bill is 3 times what was being used previously!!
Sent a complaint email and still waiting after a week for a reply
Poor service overall
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