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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.
Unbeknownst to me, I have been on some archaic tariff where as a si file person I get charged the same as a household of 10. Paying £85 a month for water and accidentally found out when a neighbour lamented that her bill had gone up. She has children. The kicker was, her bill was less than mine. I called affinity who explained some archaic billing established in the 60s or something. She said I would be better off on a meter. An engineer was arranged about 2 months ago and he showed up 20 minutes early when I was trying to get ready for work at 7.40am. I told him I had to get dressed before I let him in. He said he could not wait. The purpose of the visit was to put me on a metre and save me £500 a year given my consumption level. The truth of the matter is affinity water are not vocal about this and getting people on right tariffs that saves costs because it affects their bottom line. They also have ignored my follow up emails on thjs and have an active complaint number 607/0/00558/0150RISM!
Why because putting me on a more affordable tarifff will affect their profits. I have therefore cancelled my direct debit for the first time in 20 years! No doubt this will get all concerns raised and the need to contact me because I am not paying to continue being on this tariff and they have refused to resend someone over because in doing so it affects their profit margins!
Update 24/06/25
Despite providing your own complaint reference you still ask for a customer number. I raised this concerns in January and to provide me a resolution to bring my billing down in End July and or October to help bring my billing down completely tells me you are not trying to save customers money but really and truly continue from stealing from single people!!!!
Prices Double overnight , you pay 50 £ for a small studio single ocupant per month , you ask for a meeter to be fited in your flat? no problem next avalible appointment is 8-9 months away until then pay what they ask you for , they never confrim your appointments just GREEADY COMPANY, AVOID AT ALL COSTS
Absolutely disgusting behaviour from affinity water customer service. Theyre rude and uncaring about anything. Twice I have called as I am having a stressful situation trying to get an account off my exs name. The first time the agent was so rude and told me there was nothing I could do about it. Even though the money was coming from my account and not hers. The 2nd time they closed her account. Price hiked the water to 85 a month for a single occupant and won't send out someone to fit a water meter until December (7 months) its day light robbery and they know it. There are no other water suppliers in my area at least so they can do what they want and they're robbing people blind. Absolutely despicable behaviour!!
Editing following the generic reply. For others records they haven't reached out to me directly. Theyre saying this to save face it seems. Im not sure what other detail I can give you. You're charging people extortionate amounts for water and charging people the same whether they live alone or with a family of 5. You cant come see my property to assess if I can have a water meter for over 6 months which is convenient giving im having to pay so much money in the meantime. Honestly it makes me feel sick the way they operate. Board members and senior execs take home insane bonuses whilst they continue to exploit the people and do nothing to fix their own errors like leaks and waste disposal. How the uk government allow you cowboys to continue to operate is disgusting. How you have monopolised the water supply so we have no choice but to pay you outrage sums of money!
We had a problem with no water supply into our flat in St Albans I spoke to Daniella in Operations. She listened and within 90 mins an engineer arrived and solved the problem. Both Daniella and the Engineer were really helpful. Can’t thank them both enough. 5 star service.
Crooks all the way.
I have been disputing the bill as I am live by myself and still pay the same amount as my neighbours who are two of them and live in the same exact kind of flat, they don't receive any discount and use twice the amount of water and have no water metter reading so it is really unfair for me to pay the same amount as them.
Because I dared asking why, Affinity decided to affect my credit score despite me making regular payments. I am now raising a case with Ombudsman.
Edit for Tamara: I have already wasted my energy on the phone with your team on two occasions. If you guys can’t act right when we contact you then don’t pretend you’ll act right because we’re leaving a review that you do not like for the public to see.
Unfair admin fee of £11 for an outstanding of £67.36 which works out to 16.33% of the amount. Just I missed one payment which they could collect in the next bill easily without any charges with the ongoing direct debit. We pay bill even if we don't use water do they ever reduce bill? They are increasing the bills year after year. My bill went up this year 36% (from £49.56 to £67.36 a 36% rise). If this trend continues what will happen in next 10 years any guess? Will be paying more to water than the mortgage payment. Also I've received a threatening letter saying the removal of direct debit facility.
ia was contacted by them because my payment by cheque had not reached them, they told me i had to pay them on line otherwise debt recovery would be started, i payed on line, they said if my cheque arrived i could get my money back , the cheque was then cleared by then so im £188 incredit after asking them twice for refund No reply im am OAP very short of money
I’ve been very disappointed with the level of service received. The process involves being asked the same questions repeatedly, and customer service agents often appear unhelpful and lack the necessary training to resolve issues effectively.
Compared to my previous experience with Thames Water, the support here feels less efficient and far less customer-focused. I hope this feedback is taken seriously and improvements are made to better assist your customers.
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