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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.
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. 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, 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 (8 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 applied for a water meter months ago.
Affinity attended and could not locate the location of the water main.
(My home is a block of 4, the others 3are feed from the road) but they are unable to locate the main, after they dug 2 separate holes.
Several months later, I contacted Affinity. They have no records on the previous visits.
And it has started again.
Affinity is useless.
Early this morning Affinity workers started digging work on the pavement outside my house in Finchley N12 (blocking off any use of the driveway). This was done without even bothering to knock or put a card through the door informing me of the work that was being carried out. It was not until 11 am that the representative condescended to knock at the door to inform my next-door neighbour and i that he would be turning off the water, to complete the work. When I complained about not being informed about any work commencing the representative handed me contact details of Affinity for any complaints entitled “Keeping you In the Picture”.
I work for a property portfolio landlord and have had to deal with Affinity water for work and for my home related water and billing matters, and I cannot praise and thank them enough. They never stop surprising me with their graceful way of dealing with things. They are not money grabbers, very understanding and helpful and I would recommend them as an example other utility should learn from.
Thank you Affinity, your company is the best, your staff members are awesome, and you guys really care.
Keep up the good work and the good intentions. ♥️♥️♥️
I was really impressed with how they handled a recent water leak. They were easy to reach (rather than waiting in the queue I selected the call-back option and they called back within 5 minutes), easy to talk to and quick to react. Within 2 days of raising the problem, an engineer came to assess the damage and within a week they had replaced the meter where the leak had occurred. Also very quick to calculate the leak allowance and issue a refund. Excellent work!
I am so grateful to Affinity Water for providing our family home with water so that we can wash ourselves and our clothes, stay hydrated, have lovely hot cups of tea, wash our crockery, have relaxing baths and revitalizing showers. I am sure that there is so much more that we use our water for that we take for granted. Thank you thank you thank you.
It's a water company. It makes a good job of supplying us with clean water that is safe to drink. It's not so good at keeping us informed when things go wrong, judging by recent experience of road being drilled up starting at 7pm, without warning. Noise continued until 4am, then started again at 8am. Of course it was an emergency and needed dealing with. But nothing on their twitter feed, or the website to let us know what was going on and when the work was expected to finish. When I DM'd them on Twitter they did come back in office hours and gave an explanation.
Really impressed with the water meter fitting...the nice guy who knocked at our door promised me it would only take 2 minutes (it did!) and that he'd knock again to let me know when it was finished (he did!).
Thank you Affinity Water :)
They offered a free outside tap jacket. Which I ordered but even thought they say it was despatched & delivered nothing ever arrived & trying to contact them on the matter is nigh on impossible. It seems complaints are not something they are interested in.
Had a meter replaced (it was leaking). Latest bill (put online despite my informing them I don't have a mobile
'phone) estimated, contacted them weeks ago and still to receive a bill.
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