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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.
We needed our outside stop cock replaced as it was turning but not stopping the water. It did take 4 visits - inspector, dig and replace stop cock, fill hole, remove barriers - but they always turned up when they said they would and did a good job. In particular, the concreting around the cover was excellent, even doing a bit extra to make it look good,
They reported me to credit agencies besides payments taken from my account as agreed
Last week I received an updated credit score, to find out Affinity reported me as a delinquent account over the last 2 months period, reporting payments in arrears for 5 months!! Which is a lie!
This happened whilst having monthly payments in place, that were taken automatically from my account, after they took my cards details. Payments went out automatically and regularly every months. Out of all the monthly payments taken, the last 2 months were reported in arrears for whatever crazy reason!
With this I also found out that I didn’t have a direct debit set up in my account, but an arrangement to pay. Nobody explained to me the implications and that my credit score would have been impacted negatively. As a consumer, this was completely misleading.
Called customer service, who wasn’t able to help. Had a call back from a team leader, who kept repeating the same line and wasn’t able to help either.
It felt like: computer says no!
I can understand that an arrangement to pay is reported to credit agencies, however, in this case, it should have been reported as OK payment, I shouldn’t have been reported with payments in arrears, because I did pay what was agreed. This is just mad.
They opened an official complain whilst I was on the phone, and I requested to have the records rectified. Let’s see what will happen. I’ll consider to appeal to Ombudsman if necessary.
In the meantime my credit score went from 900 to 700, in the middle of a mortgage application! They don’t realise how they can ruin people’s life. I’ve been reported in the same way as someone who doesn’t pay the bills!
Affinity water issued me a bill in May of £288.89 which I paid on 31 May. On 1 June they took another payment of around £96. I called their helpline on 3 June, a very rude lady advised they have received no payments and I should call back the next day. I called back on 5 June, I was told they could not see the £96. I called back on 6 June same thing - was advised id have a call back on 10 June. I did not receive the call back, in the meantime, another payment of £96 has been taken from my account, Ive noticed Barclays and requested a refund of both the £96. To save you the trouble of leaving a comment requesting my details to assist, please contact me on annahollebon1 @gmail .com to resolve.
I noticed my credit score went down, didn’t take too much notice and then realised Affinity Water have marked down 4 missed payments when I have been making payments. CS couldn’t really tell me why and said I’d get a call back within 24 hours.
What a rubbish customer service these guys have. 30 minutes on the phone and no one bothers answering. Tried chatbot and even that doesn't work. The only thing works with them is sending increased water bills every 3 months. Jokers!
Reported a mains leak on 165 West Street, Dunstable. Advised Affinity to repair leak during the late May Half Term following the Bank Holiday Monday. Leak is yet to be repaired. How urgent is this leak, Affinity?
Not even the decency to reply to my formal compaint sent on 21 may to the ceo, after they spread lies about me to the ccw. Instead of doing literally anything to work with someone in hardship they lie about you and kick you whilst youre down. They wouldnt even allow me breathing space. First they said they would but continued to threaten me, then told the CCW they wouldnt. Shameful company. Enjoy bullying customers.
appalling customer service, rarely pick up the phone and when they do are totally incompetent. Appalling water quality, have taken to drinking bottled water its so bad, how i wish i could move my supply away from this company that holds a monopoly.
Update, the bulk standard response below was nonsense and they werent interested. My water supply has lead and nickel contamination and they refuse to do anything about it. What an embarrassing UK privatised company they really are.
This review is mainly to suggest to this organisation how to improve or if the capability already exists, provide the organisation with an opportunity to respond: tracking water usage is essential to financial management and to identify leaks without delay. Despite providing monthly meter readings, the water usage graph does not display 2024 usage. This makes comparisons month-on-month a manual, offline task and my view is that Affinity Water should upgrade their app.
Single person is by far ripped off.heres how to save water.you need a pee??pee in an old plastic pot.pour down sink..wash out pot with washing up water..saved rain water etc.then you need a poo well poo in plastic doggy bag or similar.then put in non cycle bin.same as dogs poo.so throughout day toilet hasn't been flushed.
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