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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.
Near Colindale station in London there has been a pavement crack and water leak now for more than 5 weeks. The water is flowing like a stream right down road and as no one bothers to clean the blocked drains, pooling into a swamp at end.
This lazy and deplorable Affinity Water were aware of this leak from August 11 - and still there are thousands and thousands of gallons being wasted.
They said they were repairing it - how bloody long does that take? Will all the residents be getting a rebate on their water bill?
I wish there was a no-star option. I have just found out from Affinity Water that they have been supplying my property via lead pipes. This caused a reading of lead contamination that is higher than the government's 'safe' levels (though I would have thought 'zero' was the only safe level). Further, AW know that they are supplying many properties via lead pipes and they know what damage this can do to health, especially in young children and babies. Having found their pipes to be constructed of lead, they replaced the supply pipe but they are still persisting in the notion that my own internal pipes might be constructed of lead. They just can't admit that they are in the wrong; that their contaminated water may have caused health problems and more disgustingly, they have not apologised. I would urge anyone who is supplied by this company and who thinks their water just isn't right, to get it tested as soon as possible, especially if you have young children (increased levels of lead in young children can severely impact brain development, leading to reduced IQs and it can have deleterious impacts on the heart and kidneys). How these people live with themselves knowing that they still use lead pipes is beyond me.
There is a leak in the street I tried contacting affinity water to report the leak, the online website does not accept the postcode of this road so I had no alternative but to phone afinity water. I tried for ages to get through they said that you could do a ringback so you say yes but they never ring back, and they never answer. I tried again today. They are absolutely appalling. So the leak in the road still carries on..
I don't normally do reviews, but this situation is just too frustrating to keep quiet.
I signed up for the water efficiency programme, as it was free and my tap on the sink was leaking a bit. Affinity water sent out a "Plumber", that had the brilliant idea of opening up the tap (removing handle and cover) on the basin without isolating the water of the property. This resulted on the valve within the tap to explode, and as a result a flooded flat.
After spending half a day on the property, the plumber didnt manage to sort it out, so basically he left me without a tap on my basin for several days, as he said he needed to get a new tap.
After a couple of days, and following cleaning up of my flooded carpet, the plumber shows up with a new tap. He installs it, all looking good, and he leaves (Thursday). I left my property for the weekend, and guess what I found when I came back Sunday evening? A flooded flat again.
I contacted the plumber on monday morning, and his response was to get all aggressive at me, blaming me for contacting Affinity Water in the first place. I then proceed to call Affinity water directly for them to send a different plumber to sort it out, and this one did for good (hopefully).
I have now contacted Affinity Water directly as I'm not willing to pay for all the wasted water caused by their own fault, and asking for compensation for everything that they've done and all the time lost. After speaking with 4 different representatives already, all they have managed to offer as compensation was Β£30. This is just unnacceptable.
It is truly inconvenient that I'm not able to change provider, as I would without a second thought. The fact that we cannot change our supplier means that providers don't need to look after their clients, which is exactly what's happening right now.
Absolutely scammers. I moved into a property and told them about it. Next thing I know I ve got a bill for over Β£300 for a year upfront. I did nt think I d be staying 6 months let alone a year so I'm not paying for nothing. Next thing I know they ve said I ve defaulted and they ve now passed my debt onto CARS ( a bailiff company). They ve added to my debt so I now owe over Β£400 and I am only suppose to owe around Β£177 as of today.
Their Water is very unhygienic aswell, but another part of the scam is u can t change water companies, so u have no choice, u have to live off bottled water which adds to the cost and can only shower or wash with Affinity water, im going to court. No way am I paying Β£400 for what they said themselves was only Β£177.
Stay away or don t pay is my only advice.
I personally have had excellent service from Affinity Water.
Following a water leak problem the engineers that were sent out were friendly and eventually, after replacing the stop cock and the meter, diagnosed a leak between the meter in the pathway at the front of my property and the entry point into the house.
They recommended where to get help in detecting the leak and the subsequent fix.
I found the customer services department very helpful especially Alan Simpson, who arranged a leakage allowance payment after the fixing of the leak.
I still keep receiving every once in a while
Bills from affinity water after I left the property 1 year ago!!!!! I closed the account last august,
Paid all the left fees, they said I had to pay, and now after 1 year and the property been sold, they still come around asking for money!!!
Obviously no receipts, no invoices,no related and supposed water usage dates on the bill, just a mention as βgotta payβ
This is just a brutal way to earn money from behind people shoulders always playing with the people fear of getting other letters from bailiffs.
Totally ridiculous and unfair. Expecially in these difficult times.
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