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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 and itβs customer care team are a joke!!
Was sent a letter from Affinity water stating that my water meter would be fitted on the 24/25/26th Nov.
They asked for all Vehicles to be removed from the drive, so I put mine into storage, as once I am at work I can not come home and move it, and parking on my road is non existent.
These dates came and went, so I called the line given and spoke to the guy who deals with their contractors! He stated it should have been done, and is unlike them! They are on my road but a good way down..Anyway, he said he will contact the team doing my road and find out exactly what date it will be executed and apologised for me having to pay for storage and the use of no cars! He would call me back asap and get this sorted.. guess what? NOTHING.. and in todays world they donβt work weekends to answer my call as to whatβs happening! Absolute shower of Rubbish, well they can wait now and it can be on my terms! Sums up most big incompetent companies as Affinity Water. You should be ashamed..
I don't yet know any other company to compare but at least they haven't try to rip me off. Their Billing pages are nicely detailed and they have good, efficient customer service (in my experience).
Simply a bad experience. They keep sending "aggressive language" emails if you don't do this and that. e.g. we will fine you, will take you to court etc for things like if you forget to pay the bill. They don't care to know if you are away on business or out of home especially now with covid.
Their site is OVERLOADED and you can do everything except finding your way around easily.
Communication style, makes you feel uncomfortable.
Would not recommend them. They charge you like hell if you don't comply with tight notice periods. In generallll a BAD EXPERIENCE.
Goodbye...for ever.
I see there's quite a few one star reviews. Speaking personally I have never had a problem with them. I'm on a fixed monthly payment plan with them and there's been a few occasions when I've asked to pay it late. Customer service have always bent over backwards to accommodate and allowed me to pay late. What really impressed me is they genuinely seem to care and said if I was continuing to struggle they'd be happy to talk about reducing the amount I pay. Now that's what I call service. Agents always helpful. Wish all utility companies were as good and showed as much empathy. Thanks AF. Stuart
Terrible company out to shaft it's customers for the benefit of shareholders. We had a water meter put in with no choice and with the suggestion my bills would be lower. Just received a bill for Β£1500 and a Β£100 per month DD - for water!
Beware these cowboys although don't think you can change company. You can't!
Ofwat are clearly useless and don't give a damn.
Affinity is a reflection of a poor Corporate Company belaying ignorance towards the customer
Since Affinity took over water and sewage, water quality has depreciated 100%, harder water with debris affecting pipes, tank, central heating, Brita filters last two weeks before under Anglia who softened the local water filters lasted 5 weeks, no debris. Most of all prices for supply have increased dramatically for a huge reduction in quality of supply.
Affinity forces customers to hire a plumber to verify a defective external Affinity shut off valve
A simple leaking tap replacement made into a major project by a defective Affinity water external shut off valve.
Rotated the external plastic Affinity shut off valve clockwise to shut off the water. Valve rotated to the end of its travel but water was still coming out of the tap.
As others have noted. Before Affinity will deem to check or replace a defective external shut off valve you have to hire a plumber. Customers donβt count with this company.
Never heard of Affinity before but they have attached my details to someone with the same first inital and surname. They have now continued to allow a debt collector to harras me for a debt they have confirmed I do not owe. I really hope this is just incompetence rather than them trying to intimidate people into paying debts they don't owe.
I reported a leak in our small local high street. The call was dealt with extremely professionally and courteously. A couple of days later I had a call from the engineer to confirm that the leak was sorted and repaired, cannot fault this first rate service.
Had a tricky technical question relating to the pipework supplying my Mum's water supply. The gent I spoke to hadn't been asked that question before so he had to place me on hold whilst he spoke to a colleague in another department. He came back to me with the answer to my query. Very quick and professional. Friendly service.
In case you are curious, my question was 'is it wise to bury a lead water pipe in concrete?' which is what my Mum's neighbours have done to the mains supply pipe she shares with them, until it branches off to her house. The answer is no! concrete can cause the pipe to degrade over time, and of course it is a pain to dig up if you ever need access! D'oh!
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