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.

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Based on reviews, created with AI

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O

Oliver

5 out of 5 stars
Steve from the Whitfield Dover area of…

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.

EB

Existential Being

5 out of 5 stars
Freya & Giuseppe were both 10/10!…

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.

ZL

Zane Leo

1 out of 5 stars
Customer service -sad

Customer service -sad . Is there anyone else allowed to supply water in Barnet area? Doesn't look like it.

JR

John Rennie

1 out of 5 stars
Poor response to my query.

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.

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Showing 651 - 660 of 812 reviews
DW
1 out of 5 stars

Same as other views - money grabbing, no service

Same as other views - a leak on the pipe, under a school playground next door. They think we should find the leak and pay to fix it as the school no longer uses the water supply. It is an offshoot of our supply not shared. They are fast and loose with the facts - cannot find the leak becomes, we know it is not on your supply but tough. Politicians are allowing private equity to profit at the expense of consumers which is an interesting choice πŸ€”

Date of experience: November 27, 2022

T
1 out of 5 stars

Affinity Water a poorly regulated disgrace

Affinity Water are a poorly regulated monopoly. In our case they took a year to dig two empty holes to try and find a leak to then gave up and pass it on to us to fix in 28 days or they would fix and charge us. Their legal department agreed the pipe passed over public land and that they would fit a stop tap outside the boundary of the property to isolate the source of the leak. But after being poorly equipped to find a pipe they gave up and left it on us without any explanation. During the year they spent not fixing a 2 litre an hour leak, thousands of gallons of clean water have been wasted. It's shocking. We were then passed to their complaints dept. which is basically a 'sorry but it's tough' dept. Marking their own homework. We realised that we weren't really customers and they are not held to account. It was so stressful and the high costs is financially devastating.

Date of experience: November 8, 2022

DN
1 out of 5 stars

Is there anyone there?

Another monopoly Water company who only cares about it's profits not it's customers or the environment. Still on hold waiting for someone to answer my call. Been trying to get through for over a hour now!!!!

Date of experience: October 31, 2022

R

Roy

US

1 out of 5 stars

Appalling way to treat the bereaved

Recently phoned to advise of death of my mother. Affinity took ages to answer phone. A few days later received letter sent to my late mother's address stating that "our records show that you have moved out of ... " - well that is correct as dead people usually no longer remain at their previous address. The letter stated that the closing account was overdue and that "if you don't contact us or pay in full within the next 10 days, we may refer you to a Debt Collection Agency" signed James Tipler, Head of Debt Management. I have today spent 25 minutes on hold to clarify the situation and have now given up. Well done Affinity Water and James Tipler - what an appalling way to treat customers.

Date of experience: October 21, 2022

PV
1 out of 5 stars

Typical

Like so many other utilities these days, this company has made contacting them as user UNfriendly as possible! Sent them an email (as I don't use What'sApp, Twitter or Facebook) and I got a TEXT reply 3 days later, which showed they didn't actually bother reading my email before replying. It failed to address the issue I raised in my email totally. Affinity continually bombard me with junk email and messages from their (grossly overpaid) CEO, but cannot be bothered to send a payment receipt email or reminders any longer! Customer Service is a lost art to Affinity Water.

Date of experience: October 20, 2022

KS
1 out of 5 stars

I would give this company 0 star if…

I would give this company 0 star if this was possible. I am going to take legal action as my account was in credit (overpaid by me) for the amount of Β£120.60 which I should be refunded by Affinity water. So Affinity water owes me Β£120.60!!! But they not only didn't refund but they try to charge me standing charge after I moved out from the property even thought I reported moving out. The worst company ever. I moved to another area with Thames water and will always make sure to never have to deal with them.

Date of experience: October 20, 2022

TD

T D

US

1 out of 5 stars

Disgraceful

An absolute horrible and disgraceful company that does not know how to solve a problem.

Date of experience: October 19, 2022

N
1 out of 5 stars

Affinity Water when repairing a water…

Affinity Water when repairing a water pipe cut through the landline and internet for the whole street. The workers were rude took no responsibility quote β€˜not my problem I fix water pipes, not the internet’ This is a street full of pensioners who are vulnerable - mobile coverage is poor in the area. We are in the second week with no phone lines and no internet. No-one has updated us no-one has taken responsibility and Affinity Water have filled in the hole and laid tarmac without the cable being repaired. Affinity Water said this happens often, why ? We are a street of elderly people utterly let down by the services - abandoned and cannot even get updates on when the repairs will be completed two estimates have already gone by. Just not good enough all round something needs to change be it training, customer service or systems. A complete overhaul is needed you are letting people down in the communities you serve

Date of experience: October 18, 2022

KB
1 out of 5 stars

This company are a joke

This company are a joke, used about 15% more water this summer due to the hot weather. Received my latest bill, still with a bit of credit, but noticed they wanted to increase my monthly payments by 40% for the next 12 months. Tried to call them, but they just don’t answer their phones, I can’t afford to wait 30 plus minutes hanging on. If I could change suppliers I would. I just ended up cancelling my direct debit!

Date of experience: October 6, 2022

G
1 out of 5 stars

Don’t bother phoning them

I’d love to rate them for their customer service but as you can get through on the phone to experience it, I cannot. If they just took some of their profits and paid for more staff, perhaps they would improve?

Date of experience: October 4, 2022

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