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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.
They pretty much cut my water off for a week with no notice
Never answer the phone spoke to someone earlier about my complaint and compensation but it just so happens that they could t deal with my complaint or compensation and I would have to wait 24-48 hours for a call back β¦
I wonβt hold my breathe for that one
Such a shame we have no choice in who we buy water from
Incompetent - always excuses, poor service from top to bottom. a few good people i have had to deal with but the company is let down by systemic issues - fragmented process, passing the buck, no actual accountability. endless excuses, a CRM system which apparently only hold data for a year conveniently! and i could go on! ... my problems started with meter install at their request in early 2021 which i had no objection to. Fiasco over confirming works and then no shows!!!! When they do turn up they'd dig up driveway, one team digs, another installs, another fills , blaming contractors fault ....this didnt all just happen in harmony... missing planned appointments to complete these works, wasting my time... dragging install on over weeks, phone calls to chase ...costs incurred for having to move my cars to paid car parks as I needed to keep driveway clear... i live in town centre no free on street parking then... When the meter was installed advised I had 2 years to switch to metered tariff IF I chose ... update 1 we consuming water like a 8 person household, update 2 we are consuming water as a 2 person household based on low winter / early spring months ! ... a few weeks later end of June 2022 receive letter we are gonna switch you, save you money !
I called call center and also went on website to confirm didnt want to be switched now, explained it's not about the money! I gave them specific instructions i didnt have enough data they only had data for months where usage is low... they still went ahead and switched me! Why cant a company provide a decent reasonable service.... is that too much to ask for ? prior to meter install had no issues, maybe I was paying more ! but it was WORTH it for not having to deal with Affinity water other than pay a bill! ... it would be useful if one day a CEO or a director of a company like Affinity Water understood what customer service means...i dont need texts to rate individuals , or experiences .... Im sure their deinition of Customer Service means I should have to keep calling them , I should need to go through 'security' or explain everything to every individual i speak to ... and still not get a service and be happy to be disappointed, let down and lied to .....When you agree to do something it would be useful Affinity water if you could do what was agreed. I can only dream. 'Affinity' taking care of their water and their shareholders... definitely not the customer.
I'm certain Affinity water are quite good if you could actually talk to them but that's where it starts to go down hill. If there's anybody in the contact centre they are not answering the phone. Very poor service.
Iβve been using Affinity water for about 9 months now and I can say that their service is great.
The few times I contacted them, they were friendly, helpful and for my issues sorted.
A far superior service compared to the likes of Thames Water. If I ever move I hope Affinity Water can be my provider again.
Like any monopoly they are only interested in maximising profits, being owned by Alliance amongst others. Initially they tried to tell me (a 2 person household) we were using as much water as a 9 person household. This was an absolute lie confirmed by a visit by one of their inspectors (their so-called meter readers being too lazy to take actual readings). It is now stated on their Bills and Statements that my household uses 40% more water than the average despite the fact that their own website confirms that I am well under the average. Like all monopolies they will always ALWAYS abuse their power. Currently there is little you can do about it but do try to keep a check on their profiteering and challenge their misuse of power
Misleading, never want to solve your query. Will bring back to you where you started, Then you will give it up. Basically I moved in to my new house and I called them for account set up, asked for meter reading and the person over the phone that they already have it from the previous landlord/vendor. Ultimately, I received the bill which started from the estimated meter reading because they donβt have meter reading from previous occupier or they want to overcharge existing customer.
They said someone will check your few days usage and will issue new bill with average water usage. End up getting the same bill.
Basically they are lier and want to grab your pocket.
I received my last bill which was half the amount compare to the estimated bill which they sent me last year. I spoke to them about this but they do not want to accept their mistake they made.
Weather you or affinity do the mistake, customer has to pay for that.
I moved out of a property some years ago, giving Affinity my forwarding address when I moved.
over 6 YEARS later I'm now being chased by a debt collection agency for an outstanding balance.
In the last 6 years I have received no contact from Affinity, despite them having my details to chase the outstanding balance.
When I called Affinity to query this, they advised they couldn't give me any information except they had sent a final bill.
I never received this and they, by their own admission, NEVER tried to contact me again before passing my overdue balance to a debt collection agency 6 YEARS LATER.
On top of this the agency are asking for half of what Affinity have told me was unpaid, and they can't tell me why.
Despite having paid via direct debit whilst in the property, Neither the collection agency or Affinity cannot offer any explanation of the balance.
It also took me 5 attempts to properly discuss the issue - as their phone lines kept dropping the call!
I've raised a complaint but I don't expect much after this disaster.
Top Class Service by Affinity Water Emergency Services Team. Came out promptly to isolate water supply which was causing significant damage. There technician was helpful and fantastic as well as the reporting Team who initially took the call and followed through
A Huge Thank You for averting a greater problem
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