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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.
The worst customer service, was very rude, wasn’t patient and kept shouting. They charge a 2 bedroom house £150 and it’s a flat, they never fail to call me every single day to ask me to pay for my bill. Have no other choice but to stick to them as there is no other water provider in our area.
The customer service is simply shocking.
I had no other option then start recording every single conversation with those incompetent agents. Do they actually work for Affinity Water or is a contracted company which simply doesn't care? The " I will put you on hold" and never come back to the call is awful - the lady last week claimed she was trying to call me back. After multiple attempts I had to use different number to call. Today grumpy man who didn't even bother to introduce himself until I asked for his name (Sam) told me he is not allowed to share a map with water pipe which is a shared supply. The other day when I called Affinity Water they provided me with website address where I could find a local approved plumber. The plumber asked me to obtain the map so he can inform naighbours when he will shut water supply for short period of time when he is ready to fix the leaking pipe.
My toilet cisterns internal pipe had been leaking for months completely unknown to me. They notified me by letter to say that it was an unusually high amount for the size of my property, this alerted me to check for leaks and they were really great about it and refunded the difference back to me very swiftly after I got it repaired (by my landlord).
The worse customer service ever I had a lady who was way too rude she was extremely rude and trying let my dad down by saying you took 8 minute just to verify and all. I called her because we were moving house and she had no listening skills she didn’t even ask me why we called. I’m gonna be really honest and telling you to start working on customer service or just don’t work for customer service if you can’t handle none english speaking customers. She even said that how come you created an account when you can’t speak English like really? I am speaking behalf of my dad premji soma speak to your staff members and ask who was handling this customers query and tell her to improve her service.
Incompetent Gougers - ripping us off to pay shareholders
Impossible to reach anybody on the "customer service line", having been cut off after 15 minutes of waiting, punctuated every 20 seconds by an insipid voice telling me the same useless information over and over again. There is no email or online chat function provided, so here is one of the only places to write down how I feel about this bunch of shysters.
A few years ago we were informed that we would be having water meters installed on our road, followed by a couple of years of sample bills to show us our usage and how much our bill would finally be once the metered charges kicked in. All fine, no problem with that, makes sense.
However, after several months of silence, another communication, effectively "We can't do it at the moment, technical difficulties blah blah blah". Then....nothing. Radio silence ever since.
Now our new annual bill arrives. "Because you don't have a meter, we assume you're using more water than metered users, so we're imposing a punitive 16% increase to your bill" - my words, but the effective gist.
So apparently it is my fault that we're not on a meter.
Why is a local natural monopoly in private hands with no consumer choice allowed to gouge customers with impunity, all in the name of maintaining dividends for shareholders. Any GCSE Economics student will tell you what a screwed up system this is. Incompetence and profiteering not only allowed, but encouraged.
RENATIONALISE NOW.
Totally incompetent, unprofessional and generally useless. We had a water leak issuing from the middle of our road. That was fourteen months ago. Affinity have done endless excavations and tests over that period, initially denying that it's from their water mains. They have claimed that it was 'ground water', that there was no water main in the vicinity and that it might be the storm drains. They did multiple tests for chlorine in the leaking water, claiming that the readings varied from virtually nil to 6.5, whatever that means. They even did an audio test and claimed that they had found a 'leaking ferrule' and did yet another excavation, which failed to fix the problem. Finally, this week, they did yet another excavation that appears to have stopped the leak - but the previous ones did so too - for a few days, only for the leak to return.
Compared with Affinity Water, the NHS are a shining beacon of excellence and efficiency.
Incidentally, the problem was reported to our council (Conservative) and they were useless too - as was a meeting with our MP a couple of weeks ago.
I JUST NOW GOT OFF THE PHONE TO ROMY WHO WAS AN AMAZING AND PATIENT CUSTOMER SERVICE REP. DUE TO MY MOVE AND STOPPING THE BILL FOR THIS YEAR. I ALSO GOT MY £40 REFUND. Great
I am not a customer of Affinity.
My wife is not a customer of Affinity.
We have never been customers of Affinity.
My wife has the added complication of being dead.
So why do they send texts to my dead wife's mobile?
And when I complain, they say that they cannot stop this. Not unless I can get the account holder to agree.
And they will not send me that address.
Incompetent does not even come close!
incompetent time wasters.
how can you charge people for bills date in the future when i am closing my account today?
i phoned 3 times. not one call went the right way. all made mistake starting from the address of the supply, to billing, to closure.
Why on earth have affinity water transferred the customer service…. So ridiculous… can’t understand anything they say took an hour to pay my bill … completely useless service
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