★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.
A leaking water meter was easy to report via Affinity’s website, investigated quickly and repaired within a few days. When the turning off and back on of the supply caused a toilet to leak, a plumber was arranged and fixed the issue the same day.
Water companies generally don’t get great press but I can’t fault the customer service we received.
I raised a Formal Complaint against this outfit for deliberate profiteering following the price rise of 1st April 2023. My bill had been estimated, with a reading at nearly 45% higher than the same period last year. I sent them an actual reading which turned out to be lower than the same period last year. This means that they had charged me at the higher rate for the period after the price rise. They were quick enough to phone and make pathetic excuses as to why they had estimated my bill instead of taking a reading, which has always been the case in the past. In addition my complaint was dismissed without any formal written response, and I was told to complain to Ofwat. Ofwat will not pursue a complaint unless the formal complaints procedure has been followed, which I had at all times, but without a written response from Affinity I'm stuck with nowhere to go. Disgusting and cheating outfit. Why is it that we can't change water supplier as we can with gas/electricity?
An absolutely terrible experience in moving home.
- They don’t know where the meter is
- Said they would call me back on 2 separate occasions
- Said they would send someone out to read the meter - and didn’t
- Said they would prepare a final bill 84 working hours have passed and still no final bill
- Estimated bill with unexplained adjustments
It couldn’t get worse.
Taking advantage of a privileged non competitive position.
Time to speak to ofwat
Repeatedly rude, disrespectful, aggressive, talking against me and apparently trying to make things as difficult as possible for me this evening when I rang out of normal hours to report a water leak in the street outside 72, Normandy Road, St. Albans! Put the phone down on me when I asked her to treat me better and ultimately had said I wanted to make a complaint about her bad treatment of myself! Rang back as I obviously did not know what was happening about the leak or the complaint with that call apparently deliberately not answered, and I felt forced to give up after about sixteen minutes further unnecessarily holding on! Brent Collins.
We reported a leak in our road on 8 April. A small stream running down the road. We were told someone would attend to it in July. Three months of water running out 24/7!!!!!!! How in this day an age is that allowed?
Through all the residents calling to complain they came on the 24th April. Over two weeks of water wastage.
Yet, they write to their customers on how to preserve water!
It’s a disgrace and companies should be fined for this.
Not enough staff is no longer an acceptable response.
I have revised this review up one star as after writing to them about my experience I did get a call from an audible customer services rep but even then I did have to press the issue for a review and a refund of payments made in error. Which was partial but satisfactory.
The original misgivings were well placed based on the initial attitude. Most would give up with them and reviews here would not encourage you to pursue them.
______________________
Original Review:
How bad could they deal with bereavement?
I Notified them of a customer bereavement. Nice standard condolence email back but that’s where the caring stopped. They said we were due a small refund but wanted to send a cheque. I offered them the option to refund directly to my close relative’s account. They emailed back asking for my address which they have from the notification form I completed and it was at the bottom of my email. They said they do not charge for empty properties. When I pointed out the relative has been in a care home for 2 years and that means she has been paying all that time her home was empty they ignored my enquiry about a larger refund and again asked for my address to send a cheque.
I rang to speak directly about this. It takes about 20 options to get to speak to someone. They mumbled so much I couldn’t hear them. I explained the whole situation and at the end they asked if I wanted their email address? I explained again and they put me on hold to talk to someone else. I listened to 5 or 6 Beatle tracks and no one came back. That’s how they deal with the bereaved. Shameful!
How are they allowed to continue in this business with regulators?
They claimed to be providing water services in the building which has commercial meters installed, meaning that I did not have to pay anything to them. When I stopped paying the monthly charges to them, they started threatening me with Debt Collection agencies to pay them the amount. After I provided evidence to one Debt Collection agency that they are not the ones supplying water in the building, Affinity water reached out to another Debt collection agency for the same purpose. THIS IS SICK!!! I am glad I have all the evidence to prove myself and will not let Affinity Water get away with this easily this time.
Disgusting abusive company. After sending me a wildly inaccurate estimated bill, I have twice supplied an accurate meter reading. However instead of sending an updated bill they are calling me with threats to force me to pay the higher amount for water that I have not used. These are the tactics of organised crime. I will not pay for Affinity Waters incompetence.
Atrocious company. Keep sending me bills without any explanation as to what they are for. When I check I see that I do not owe it. Have to phone up and tell them (you can't even email Affinity!). False bills keep coming. When you make a payment (for what you do owe) you still get billed for it ever after. Left hand doesn't know what the right hand is doing. Staff can be aggressive on the phone. The only reason Affinity still exist is because lumbered customers have no choice to go elsewhere, and Ofwat are not doing their job. Never had any problems with water companies before having to use Affinity. I totally agree with all the other negative reviews.
I always paid my bills regularly and in time. One day, just a week after paying the latest bill, got another bill of double amount.
After contacting them online, I got answer that something went wrong with my meter readings. That's not my problem, they are free to read the meter anytime, as the meter is outside on the pedestrian way and is working properly with no issues.
I'm not willing to pay this scam, but they keep threatening me with a Debt Collection Agency.
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.
