★Companies on CrowdTrust can't offer incentives or pay to hide any reviews.
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.
Horrendous a leak on their pipes yet we have had to pay £2500! Awful to deal with. Customer service manager was condescending & intimidating. If only we could move water companies!!
My water bill has risen to a shocking amount over the last few months even tho we are only 2 people living in a small house.
Started off at £17 a month then they put it up to £22 then suddenly a few months ago it was raised to £50 a month. Absolute disgrace.
Would be cheaper to just but Evian at this point and use that for everything.
After receiving my first water bill in my new place, I felt a surge of panic and immediately called Affinity Water. To my relief, Shree, the customer service agent who answered my call, was incredibly humble and polite throughout our conversation. Her demeanor instantly calmed my nerves, and she patiently and professionally explained the details of the bill to me. While I'm still unsure about the water service itself from Affinity Waters, I wholeheartedly give Shree a 5-star rating for her exceptional customer service. 😊
They are so sensitive about the environment. They have sent us an amazing plumber to check the leaks for free, and he left us a free water saving device. They are always there to help, their prices are affordable, they even decreased the price a few months ago. I have never had a problem with them since the beginning. I can say that I’m very happy to work with Affinity water.
These absolute frauds managed to attach a bill in my name strictly from searching for my driving licence on a property I didn’t own or was a tenant. They now list me payable to this bill although I didn’t sign up with them.
Affinity Water fail to record, and now believe meter reading…
After my tenant moved out in June 2023, contacted Affinity to take over respobsibility for the supply along with current meter reading. Paid a bill sent in October 2023 but following their meter reading in January 2024 Affinity sent a huge bill totally ignoring the takeo over June reading. Following 3 attempts for the situation to be rectified and a revised bill to be issued have been told they dont beleive my June reading and must send evidence. So far this has taken it has taken up a lot of time and energy and have been tole it willl take around another 5 working days before they can get back to me.....very poor customer service with not attempts to correct an errror not of my making. Would't mind so much but the "bill" is needed as evidence to support a Solicitor query on "waste water charges" as trying to sell the wretched place! Happy to pay my water charges but not my tenants or those wwhich Affinity feel I should pay.
I have now had two engineer call outs who have both made excuses not to fix a water filled external stopcock. The first said he had pumped the water out (he didnt) and found no leak. The second claimed it to be rainwater even though we have had no rain! I was then advised via text to get in touch with my council or wait for the water to dissipate naturally. Firstly these stopcocks are the property of the water company, which the council confirmed and secondly waiting for the water to dissipate naturally wouldn't really help if I had to shut off in an emergency! I am now waiting for a third visit and very curious as to what excuse will be given this time.
There was a leak in our water pipe that Affinity agreed to fix. Eight hours after the job was done, the water pipe was causing trouble again. At first, Affinity said they would send the engineers back to fix it. Then someone from Affinity I’d never seen before turned up at our house, and said they would not be returning to fix it. A few hours later, I received a text from Affinity saying ‘we have fixed the leak you reported’!
Hi there we really had a great experience with Amanda from affinity water she was really kind and very helpful she was very professional she goes above and beyond customer expectations needs to be promoted keep up the good work 👍 💯
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.
