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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.
Appalled and disgusted with Affinity Water after hearing about them letting the sewage run out into the rivers. Why am I paying them to do this? I will change to another company asap that isn't damaging our countryside. Plus the water leaks that are not getting fixed. No shame these people!
Affinlty water is a scam company they send you a bill that you cannot access then charge you 100 pounds extra, has anyone else had this experience let everyone know
I must say - If all electricity companies were as easy to deal with as this water company the world would be easier. I needed to discuss my bill so I called up, guess what I got to speak to a human and a great guy
- Spoke to someone right way
- Discussed water usage
-Arranged a meeting with someone to monitor efficiency of my water usage
- Sorted Direct Debit out easily
Closed the conversation and a piece of cake. All these companies that try and cut corners with AI BOTS it doesnt work! people like to discuss bills and to a human who can also get them to the right teams etc
If you ever want to sent up Affinity Electricity and want someone to run it please call me or get in touch I would be happy to discuss.
Moved into a property on the 31st of July. Check my mail box to find a bill covering whole of June and July, bare in mind I did not live at the property during that time. called to get it sorted and they said all is fine they have updated the details and will receive a new letter in the post. I sent an email with my tenancy agreement so there is email proof as I do not trust these people... No acknowledgment. Since then I have sent 3 emails and received another bill covering the period that I was not at the property and no acknowledgment of the emails or phone calls. Useless.
Have you been happy with the level of service sir?
Tried to make a payment to close my account - None of their systems would work after asking me to go outside and check a non-existent metre. After speaking to numerous people to try and take my final payment once it currently went through was signed off with 'Have you been happy with the level of service today sir?' - At least I got a laugh out of it!
They've misread the meter and charged me 500gbp on the next bill
They've estimated or mis-read the meter for the previous bill ( 6 months ago ) and charged my bill double for this bill. ( averaging 500gbp)
I was blamed on the phone by a representative for not questioning their previous meter reading ( ???? ) and told that I have to pay that bill within a week ( having received the bill on that day ).
Rude, unprofessional and a bunch of thieves.
This is my nightmare:
April to Oct '21 - 75 cubic m, £193.34
Oct to April '23 - 164 cubic m, £384.25
119% increase in usage and 99% increase in £ charge.
We are a retired couple living in Watford with no change in domestic circumstances.
I have just returned from sending my 7th letter to AW!
No wonder they have 1.9 rating - Poor.
LORD GIVE ME STRENGTH
Mike
Affinity water are not telling customers.YOU ARE CHARGED FOR FITTING METER.if every house has a meter fitted outside their home on pathway.this is going to cause vandalism..its all lies from affinity.
Shocking service absolute waste of time. Booked in multiple times to then eventually be told that I’ve got a leaking tap and toilet don’t worry this is all free of charge waited few weeks to then be told that Affinty water don’t carry these seals it’s a big scam and complete waste of time
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