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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.
2 years ago they sent me a letter demanding payment of my overdue account. As I had not received a bill, how could it possibly be overdue? I wrote and complained and, to be fair, customer services did contact me explaining I had been moved to paperless billing. I queried this as I had not been told, asked or agreed to it. I was switched back to paper billing and all was OK until now...
I have now received a letter about my alleged overdue account and have written again advising it cannot possibly be overdue as I have not received a bill.
Yesterday I received an email telling me I had a voicemail message which I deleted as I thought it was spam.i made a note of the number and,yes, it is genuine from Affinity Water.
I have now received a letter fromm customer services apologising and explaining I have been switched to paperless billing, again with no notification! He has switched me back to paper , apologised and offered a gesture of goodwill.
I live on a small property where the landlord provides water and waste treatment. The landlord has a water contract with another water provider (not Affinity).
I have explained this to Affinity Water many times and still they call every day. They cannot provide me with evidence that my water supply is through Affinity.
I’m completely amazed that they think they can bully me into paying for a utility they do not provide. They will get nothing from me……
I went to holiday on March for 3 weeks , back on April and saw a bills ,obviously the first bill , i didn't pay it straight away , so i got second bills and then went to pay as PAYMENT PLAN for 6 months. Now my credit score showed that i missed payment . when you missed payment it should be missed for a while or you can chase up my money at all but i remember after second bills i paid straight away.
GOT REPLIED FROM THEM NOW :
As the bill wasn’t paid in full on time, this has correctly been reported as late to the TransUnion credit reference agencyOur bills do state that missing a payment or paying late may affect your credit rating. They also say that to help maintain up to date records and manage our debt collection process, we share and receive information from credit reference agencies. This has been stated on your previous bills too in the “How we look after and use your personal data” section.
SO PLEASE PLEASE BEWARE OF CHOOSE PAYMENT PLAN
After installing water meter pressure went down and bills went up. Lots of our neighbours have experienced that and their technician came to tell us we were all liars (by saying our water pressure was over the minimum pressure required). That’s what it means.
Most neighbours around Ford road are experiencing that, but can’t be bothered to complain because it will ended up in “pizza”, if you know what I mean!! ☹️
Affinity water has the worst customer services i have ever dealt with. Rude, uncouth and no politeness in their in dictionary. I called because they decided to add missed payments on my credit file even though i have been making payments and had an arrangement. I was told that because my account was in arrears and even though i was paying monthly it is a missed payment!!! I have never heard of such thing in my life. I spoke to someone now and she was extremely rude!!!!! I explained my situation and she said affinity water is not sorry and there was nothing they could do! Shame on you Affinity Water!!!! I have missed out on obtaining a property because of your wickedness. Thank you!!
Six month I have been complaining about not having any access to my account online - they ignore every email and every conversation. They send me emails asking for meter readings I can only email them back with the readings they ignore that too… I asked for paper bills as I am not able to see anything online they ignore that… raised endless complaints still nothing!!! If only I had the option to switch
N3 Finchley Central main road 🛣️🤦♂️🤦♂️
I was sleeping when I suddenly woke up with the sound of a big engine. And nervous and sleepy. at midnight My question to you is how do you make such a big noise with a motor in the middle of the night with the permission of the municipality. And you deprive people of peace and comfort.
It is disgusting and stupid.
During the day, you can close the road for 3 hours. And do it professionally. Not to cause people suffering at 1 am.
This is a very stupid thing. Because people are sleeping at this hour and you will cause headaches and a huge sound in the silence by digging the ground with a motor.
I don't know who gave you this permission. But I hope he will be fired. Because even in the countries of the 4th world, they do the same things during the day. This is a sign of managerial weakness and inefficiency in management.
I made a late payment due to family bereavement and my own personal serious illness diagnosis. My credit file now has a missed payment (first ever) and my credit score has dropped considerably! I’m guessing they needed my money to buy more buckets to tip more sewage in the waterways!! What a shame you can’t change supplier like gas/electric/mobile phone!
Appointment to attend my house given 27th June 2024 on whatsapp in writing. On the day they didn't turn up, got into contact with them and they said no appointment was booked in.
Emailed muppet CEO Keith Haslett who hasn't responded.
Pathetic .
Now through WhatsApp chat been given an appointment 18th July 2024 12pm to 4pm.
Let's hope someone turns up this time
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