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.

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Based on reviews, created with AI

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O

Oliver

5 out of 5 stars
Steve from the Whitfield Dover area of…

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.

EB

Existential Being

5 out of 5 stars
Freya & Giuseppe were both 10/10!…

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.

ZL

Zane Leo

1 out of 5 stars
Customer service -sad

Customer service -sad . Is there anyone else allowed to supply water in Barnet area? Doesn't look like it.

JR

John Rennie

1 out of 5 stars
Poor response to my query.

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.

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All reviews

816 total • Write a review

Showing 531 - 540 of 812 reviews
MS
5 out of 5 stars

Thank you so much for your support and…

Thank you so much for your support and help it was very well explained. I am very grateful.

Date of experience: August 5, 2024

S

Sue

US

2 out of 5 stars

6 month reviews are absolute rubbish!

Every 6 months I get a review and every time they want to increase my monthly payment by a stupid amount, far more than is necessary. Every time I ring up and get the amount reduced, sometimes back to where it was and sometimes just a £1 more. For example, just received my 6 month review and they wanted to increase my monthly payment by £10! This would have meant that by the end of 12 months I would have been massively in credit! Don't know about you, but I like to keep my own money in my bank account, not someone else's! I rang up, and I kid you not, I was actually asked what monthly amount I wanted to pay. I suggested a small £1 per month increase which was perfectly OK with them. So why on earth was the £10 per month increase suggested in the first place! Update: As requested I have sent you the information requested.

Date of experience: August 4, 2024

CT
1 out of 5 stars

Absolute disgrace...if I could put 0…

Absolute disgrace...if I could put 0 stars I would Have left our street in an appalling state with digging works to repair a leak... Jokers...customer service just off load the issue and nothing has been done Only in the UK do jokers like this get away with such poor customer service

Date of experience: August 2, 2024

DK
1 out of 5 stars

Worst company ever water I’ve never…

Worst company ever water I’ve never drink as comes dirty and always dripping. Have called and reported this so many times and all I get is high bills !

Date of experience: August 2, 2024

TM
1 out of 5 stars

horrible customer service from Samantha

I have spoken to a customer service agent who was extremely rude; her name is Samantha. I usually have great customer service with Affinity when I call, but this time, it was horrible. She was very rude and condescending, traits a customer service agent should never have.

Date of experience: August 2, 2024

MS
1 out of 5 stars

There seems to be no way of speaking to…

There seems to be no way of speaking to someone and no Ione gets back on the on line app despite promises. Im being overcharged for water and can only guess there must be a leak, but there is no customer service. dreadful and will look to move asap - today I have received an email from Trust Pilot requesting I send my personal details to affinity water with no links, nor clear direction as to how to do so?

Date of experience: July 31, 2024

T
4 out of 5 stars

Very efficient customer service using online chat

Having received a text message advising that works needed to be carried out on the road to my property tomorrow, I contacted Affinity via online chat asking for more details. I found them to be very efficient.

Date of experience: July 30, 2024

GW
1 out of 5 stars

System Failure? Unable to make payment

Unable to pay bill! I have tried several times to pay my bill on-line via the website but it won't recognise my address despite auto-filling the details held. Entering my address manually didn't help either. The prompt 'Please enter valid address' appeared and wouldn't allow payment. I have also tried the Live Chat and the telephone Helpline who were pleasant but unable to take payment.

Date of experience: July 30, 2024

MD
1 out of 5 stars

My husband suffer from incontinance…

My husband suffer from incontinance need to wash him every day plus need the wash machine on every day plus you have charged me so much this is just unacceptable You are keeping increasing the water bill but no the pension so please try to be more caring

Date of experience: July 29, 2024

le
1 out of 5 stars

Zero stars. Do not go with them

Zero stars, the most awful company. Do not join them. They keep contacting me about a closed account when they gave me a refund, they are now harassing me for money when there is a glitch in system and I owe nothing. Very poor systems, poor complaints handling, poor service.

Date of experience: July 27, 2024

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