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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.
I would like to give -5 review or as low as possible for this monopoly company. I lost a long drawn out complaint concerning paying the premium rateable value tariff for over 20 years. Affinity Water failed to provide explicit, clearly highlighted (in bold red upper case ideally!) information on correspondence, emails etc..that I could pay significantly less by switching to a water meter. When their rude engineer checked the property it turns out that a water meter was not an option so I got switched to the much less expensive 'assessed charge' rate.
If the system was fair and transparent instead of crooked i.e. biased in favour of the failed UK water companies imho. I would simply get the historical overpayment, on my part, returned to my bank account. The prohibitively long drawn out, deliberately complicated ombudsman process is a waste of time as they were never going to do their job and force Affinity Water to refund the considerable overpayment which would set a precedent for other legitimate claims. They (CCW or CEDR WATRS) were not impartial or fit for purpose imo. If you haven't kept up payment to these water companies they will pursue you for every last penny or in the case of equally poor performing energy utility companies hold on to your account credit rather than promptly returning the money to your account as a similar example of a broken system. The fact that after a lengthy dispute with these 'criminals in suits' imho I am stuck with this horrible water company as can't switch to an alternative company is adding insult to injury. You have to despair when you see the Trustpilot review score of CEDR, for instance, that would read a scarcely merited 1 star if it was solely reviews of their adjudication role instead of including the irrelevant, imo, educational bs courses or along those lines.
Why does Affinity Water not feel the need to reply to all the damning reviews posted on Trustpilot? The theory of a transition from capitalism to Techno-Feudalism, by Yanis Varoufakis is interesting imo. A good article by Andrew Curry featured on Resilience.org 'Turning Utility Companies Into Investment Vehicles' published July 03 2023 helps to explain the 'why' imo. A final comment is that despite my complete lack of faith in Affinity Water, CCW, CEDR WATRS I intend to continue trying to use water sparingly i.e. I have an ECO shower installed and don't need to receive impersonal, glossy emails from Affinity Water about conserving water supply etc.. to do the right thing because the bigger picture is to try to through community togetherness protect our environment and biodiversity. Affinity Water's insincere e
mails, questionnaires on water saving tips etc..is the equivalent of 'do as I say, not as I do' in my opinion.
I have a water leak in front of my house on pavement they came out dug up and cauld not find where the leak is coming from then they came out few more times ,i got a text a few days ago saying they found the leak and its fixed but the leak is still there and now more pavement slabs have started to move,i am worried sooner or later some vulnerable person or child will trip on them and get hurt.
Affinity Water sent bill for over £600 from March - September - for 2 of us! It would have been physically impossible for us to use that amount of water unless we were sitting by a tap all day; enough to fill 19 baths a day apparently! The first customer advisor was really helpful and recognised that there must be an issue with the bill. However we first had to get a plumber out to ensure there was no leak which our landlord had to pay (and won't be refunded for even though it has since transpired to have been a billing issue!). I called back to let them know that there is definitely no leak and was informed our bill would be revised but I would need to submit another meter reading the following week (again, the advisor was very understanding that this bill was absolutely absurd). So I did that and called back. On the third call, I was met with a patronising tone of voice and advised it MUST be our water usage and that he would signpost us to a service to understand how to reduce our water usage (reaching new levels of patronising at this stage) and we would in fact have to pay the bill! I informed him that the first and second lady I spoke with had actually recognised that it must be a mistake with the bill and I was advised it would absolutely be revised once we sent another meter reading, which I did. He then proceeded to tell me incorrect information regarding past meter readings, with a tone of voice as if I had no idea what was going on. I told him I was not happy with how he was speaking with me, that the information he was giving me about my account was incorrect and that he was not following the process I was informed would be followed - instead he was absolutely sure of himself that he was right and a customer who has been with Affinity Water for 6 years with an average bill of 100-180 every 6 months could somehow suddenly start using enough water for a small village. So after much back and forth, we were then sent another bill for....even more than the first bill! I left it for a few days without contacting them ...and suddenly we get another revised bill for 104.99! A vast difference! Anyway, basically - if you get an outrageous bill from Affinity Water and you know in your heart and soul that there is no possible way that you have used that amount of water: make sure you stand your ground and know your facts. Some of the advisors are exceptional and others are far from it. But it does make me wonder how many people get bullied into paying it.
Absolutely disgusting company
Now gonna have to take legal proceedings against affinity water for theft and fraud
My story started afew years back and I have been trying to sort it ever since being promised the earth and getting nothing my direct debit was £8 a month for years then I get a bill for almost £400 contacted affinity water they told me now I have phone affinity water my huge bill will be put on hold while affinity water sends out a technician to find out the problem the technician told me he couldn’t find a problem and was just something that happens and told I wouldn’t have to pay the £400 bill
Great so I thought afew months later my direct debit doubled, I thought it was the cost of living going up as it was around that time which made my bill go up 
So didn’t contact affinity water
Then again my direct debit went up again to over £20 a month again I thought it was cost of living again so didn’t contact affinity water
Guess what yes you’re correct I got another letter saying my direct debit is now £35
This time I contacted affinity water to find out what’s going on and unbelievable what I was told the reason my direct debit have gone up so high is because affinity watch is charging me that £400 bill they couldn’t find the problem with I told them that’s not going happen I haven’t used that amount of water and insisted a technician come back out and check my meter witch they did guess what I was told yes mr Collins your meter is faulty and we need to change your meter as it’s been faulty for years
Great I won’t have to keep paying this £400 bill each month I am on disability benefits so this is a lot of money for me 
But affinity water is still making me pay £400 for a month instead of my regular £8
Please read this part carefully
When I phoned affinity water a good few months back I was told my
Water meter was faulty and affinity water had changed my faulty water meter and I will be getting a new updated water bill in November with my new rates I was told by affinity water more than 3 times on 3 different occasions that my faulty water meter has been replaced luckily I also record my phone calls I went on holiday in July for 4 weeks and when I got home I had no water so phoned affinity to tell them I have no water I told them I bet the technician forgot to put the water back on when he changed the meter please bear in mind I haven’t been at my flat for 6 weeks now so they sent out 2 technician straight away he put my water on from the meter outside when the technician come up to my flat he said your water is now on I said to him did the technician forgot to turn it back on when he changed my meter luckily for me my flat is covered with Cctv
The technician told me and I have it all recorded he forgot to turn it back on
But my meter hadn’t been changed I’m still on the faulty meter so I’ve been talking to affinity water for ages and I have over 3 different separate phone recordings of affinity water lying to me that they have changed my fault meter
I was so angry I had contacted a legal team
I told affinity I am going to press charges for theft and Fraud
But later that day I was contacted by affinity water and was told everything is being sorted I signed the leakage form they sent me to cancel my high fraudulent bill but was told they haven’t received it so spent almost 3 hours last week trying to get a new leakage form sent out finally they agreed to send it out again still not received it
But instead today got a letter saying I still owe £153.97 and it needs to be paid straight away
So now left with no choice but to take affinity water to court for theft and Fraud I’m just so happy I have over 3 different phone calls recorded saying my fault water meter had been changed and Cctv of affinity technicians actually saying to me on the CCTV no whoever’s told you your meter was changed was lying to me
I do have alot more to say but for legal reason I can’t but I will update you as and when possible
J Collins
Welwyn Garden City
I have tried for months to get a free HOME WATER EFFICIENCY CHECK, as they say I am using 756 litre's a day no way it is a 2 bed bungalow with just 1 bathroom with no bath, shower only and only my wife and i live here. I tried to get the check (JUNE 2023) and they said that we was not on the system and would update and get back to me. Now its the 12th October with another call and several emails to customer service dept and gave all my details etc, They said that I was not on the system but would update now and call me back maybe, were does that leave me? So I will wait yet again and if I get no response in the next few weeks I will have to change supplier.
Forcing me in to 6 monthly payments, or forcing me to wait 6 months to make any monthly payments - totally unacceptable. Refused to accept monthly readings so I can pay for what I use as I go - absurd!
ZERO STARS!
This company has sent me a letter regarding debt in someone else’s name.
I have nothing to do with Affinity Water.
Their „customer service” wants me to send the letter back to them, or they „cannot do anything otherwise”.
They are working unsupervised - I was told to call back some other day!
1. I am NOT sending you back your incorrectly addressed letters.
2. I will sue you for any damages if this unkown person’s debt is registered. Under my address.
3. Work on your „Financial Support & Debt” department, because you have some terribly incompetent employees hired to deal with enquiries.
I would like to say a huge thank you to Affinity Engineer Leshae Reid-Clementson ID 18908
I would like to say a huge thank you to Affinity Engineer Leshae Reid-Clementson ID 18908. He provided exceptional customer services today and exceeded my expectation by resolving my issue immediately. He is a shining example of great customer service. I am a Development Manager for FirstPort Property Services and manage a retirement residential development in Weybridge, Surrey. H&S is of utmost important on the development. When I saw Laehae arrive to the development to visit a resident I spoke with him. I complained about a previous Affinity Engineer who had come to site to read the water meters, unfortunately he had not secured the water meter lids properly and as a result the rain water had got into one of the water meters and filled it up causing the polystyrene within the water meter to rise and push up the lid to make it protrude even further. This was a serious trip hazard and was putting all at risk of harm or injury. Leshae listened patiently to what I had to say. He was extremely polite, friendly and professional and without me having to ask him, he immediately said he would fix it. He went to his vehicle immediately and obtained all the necessary equipment to clear out the rain water in the water meter. He then cleaned around the lid area and secured the lid firmly in place. He left the area safe again for all. If only all Engineers could have the caring and thoughtful mindset as Leshae then perhaps we wouldn't encounter so many issues.
Tired of "How to save water" emails
I keep getting these 'hints' on how to reduce my water usage, all of which we already follow, but NEVER do I see any info on how they are INCREASING their water resources.
Seems it's all down to customers making every greater reductions (but NOT to bills I notice) but NOTHING about what Affinity are doing to increase capacity.
Maybe we are expected to use 0 (zero) water, then they can bill us with impunity for providing precisely nothing
Interesting there's no "let affinity water see your response, isn't it
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