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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.
Awful. I moved here in August 22, had a bill of 5k in December. Eventually someone was sent round to see if there was a leak, which there was. I was told the 5k would be written off as it clearly wasn't what I'd used. I've just received another bill for over £5k. Ridiculous.
Water supply great but water saving devices sent 22 November still not received. Tried to contact AW but not successful. AW may not be customer focused!
Devices received 20 January 2023. Thank you
Two stars now, not one.
Have opened packet but no written info on how to fit the Twin Tap Inserts ! Revert to one star?
Been on hold for ages with condescending messages telling you how much you can do on the website - you can't email them from the website so have no choice but to phone.
My previous Trust Pilot review for Affinity Water has mysteriously vanished.
Affinity Water caused damage to my property, when they negligently destroyed about 200 yards of public highway (a main Trunk Road) outside my house. They pretended that they had no leaks while their water main was continually leaking, but they just couldn’t / wouldn’t find their leaks for YEARS. They refused to accept responsibility, so I took them to Court.
Barnet Council’s contractors reconstructed the highway, which cost the tax-payer at least £361K. One carriageway was closed to traffic for ten weeks and completely reconstructed, causing extensive traffic congestion. There were eight separate leaks on AW’s main. Affinity Water offered the council £10k to cover the damage, which was refused.
Another cause of the highway damage was that Virgin Media had run their TV cable ducts though the highway by simply cutting through the steel-reinforced concrete slab, within 6” of the surface at times. Barnet Council (as the Highway Authority) employ “Highways Inspectors” but they evidently didn’t notice anything amiss. Ha Ha !
The Court ORDERED all parties to disclose all relevant documents. However, Affinity Water **forgot** to disclose anything at all relating to the highway collapse in the previous year (not even THEIR OWN survey, which they paid for, to find out the cause of the highway collapse, nor their memo admitting partial responsibility, nor letters from the council warning of the dangerous state of the road). Affinity Water made a FALSE declaration, signed by Tim Monod, AW’s then Head of Legal, (he’s currently Director of Legal & Regulation), to affirm that they had disclosed all documents, although in fact, they had withheld ALL relevant evidence.
Surely a “Head of Legal” would have known that he was committing a criminal offence. At the time, the Council were SUEING Affinity Water for £128K for destroying the highway. Surely a “Head of Legal” would have known they were being sued ? (Barnet Council got £193K from Transport for London, by describing the emergency reconstruction as “routine maintenance”, so they didn’t sue for the whole £361K).
Strangely but coincidentally, Barnet Council also **forgot** to disclose any of the hundreds of documents they held regarding the highway collapse.
To do anything, or fail to do anything, intending to influence the outcome of legal proceedings is known as Perverting the Course of Justice and is a Criminal and Imprison-able offence. (It is usually considered to be a serious offence, but evidently not in Barnet !) There is no time-limit or “Statute of Limitations”.
The CPS guidance on section 3 of the Fraud Act, says that the criminal offence of Fraud by failing to disclose information, occurs when the (offender): “failed to disclose information to another person, when he was under a legal duty to disclose that information, dishonestly intending, by that failure to make a gain, or cause a loss”.
Having successfully scuppered my claim, by withholding all of the evidence, AW decided to extort as much money as they could from me. They would have wanted over £20K from me in costs, but for several legal reasons, they only got under £1,800. This is legally known as FRAUD, contrary to the Fraud Act 2006, S2 & 3. & THEY STILL HAVE MY MONEY.
After signing for receipt of my cheque by Special Delivery, Affinity Water LOST THE CHEQUE and told their solicitors I had not paid. Without my knowledge they got a temporary Charge on my house. I first knew about this when I got notice of the Charge from the Land Registry. I offered to send them a replacement cheque when they had removed the charge, but this wasn’t acceptable, so there was another court hearing, for which Affinity Water wanted to charge me additional costs.
I presented the evidence to the Court that AW had withheld, but they say they’ve decided not to follow the rules regarding false statements ! Remember, NO-ONE is above the law, Right ? The Police can’t be bothered to investigate, the Attorney General, the CPS and DPP don’t want to get involved and I can’t afford a private prosecution.
I’ve told Affinity Water they’ve committed criminal offences but they say that if I repeat my allegations to anyone, they will take action against me for defamation.
I have not paid Affinity Water for water services since 2014 ( 9 years ago) - They keep sending me water bills and I DON’T PAY. They can’t legally shut my water off. They seem reluctant to take me to court again. I can’t think why.
The local newspaper is a wet rag. If any genuine journalists read this, and would like to run a news story on a **CRIMINAL** Water Company, I would be more than happy to provide absolute proof of everything above. (and more). I’m not hard to find - @MartinR16007083.
I had a new water meter installed on Tuesday 3rd January 2023.
The 2 gentlemen were extremely polite and carried out the job quickly and neatly.
They made sure I had water and the correct pressure before they left.
Thank you lads
A. Dixon
Barnet
Beware, Affinity Water have sent my personal details to a Glasgow-based debt collection gang affiliated outfit for being one month late in my bill payment.
Reported a mains water pipe burst outside my property and I got a ID number. 3 days later the ID number on the web site states the repair was resolved the day before. There has been no repair work carried out. Customers are going to have to pay for the wasted water.
This company ignores the fact that you call them up and tell them you do not have any water coming into your home for the last 3-4 weeks! This is illegal and no one has done anything about it. i am a vulnerable person with a child and we do not have running water in the house. I can not get my son clean for school every day, i can not cook him food or myself every day due to the fact we have no water coming in to the property! i have phoned them every day for the last 3 weeks after they were out sorting another issue along my lane however, they will not come back to investigate! instead they phone other neighbours to ask if they have water?! and if they do they ignore me and leave me again without any water! how is this legal? or possible in England today to have no running water for 3-4 weeks?! and now they are telling me it is frozen! it hasn't been frozen for the last 3-4 weeks therefore why have they not come out to my property to investigate. they have not returned my calls and keep telling me they have phoned my landline when i do not have a landline nor a voicemail message i have given them my phone number many times and have never received a callback. Instead, i have had to call them every single day to ask someone to come out or call me back and still nothing has been done!! absolutely illegal behaviour and absolutely shocked at the way this company has behaved to me and my child. this needs to be resolved today otherwise i will be going national with this issue immediately!
Really bad!
Moved to a new property nearly a year and a half ago - didn’t know who the water supplier was so waited to be contacted. Nothing. Suddenly a £600 pound bill to pay immediately!! Contacted them and asked for a payment plan - told not possible and now being spammed with daily bills to pay in full! WHat?!
Afinity water the only once who didnt done anything for a people on this crisis they just increased all bills.
They are doing a crapy work there they send me a letter and they are saying my account is in debt! First letter no other letters in the beginning. I dont like do not pay my bills for what i used but they are a really c.....ts. They all ways sending these crapy messages save our water..... thats funny.... what for? They doing sh...ty job so how can we do good job for them i have so much to say about them but.....
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