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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.
Have a problem with pressure and got in touch with Affinity and have had a really good experience. Very helpful customer service , thanks Saffron, who arranged for a technician to check it out for me. He was very knowledgeable and professional. Altogether a good experience
My average 6 monthly bill is just over Β£70. For a year this is roughly Β£140. I asked to pay in instalments expecting 2 instalments. Instead I got told to pay 12 payments of Β£28 which equates to well over Β£300 so my advice to you would be to either buy a calculator or you could ask my 10 year old nephew because he could do a better job of working it out than your finance department. I'm of course happy to help so here you go....Β£140 divided by 12 is about Β£11.66. It's most definitely not Β£28.
Really poor. I have an ongoing issue with water pressure that they are reluctant to assist with. This despite me 'jumping through hoops' to meet their requirements before they sent a useless individual out to 'assist' me.
I dont normally write reviews but I had to for affinity. I spoke to customer service team multiple times and they have always been so friendly, helpful and professional. Keep up the good work :)!
Iβm usually here after l have had a bad experience so itβs time l come and thank the companies who have been doing a great job. I highly recommend Affinity Water mums and dads !!!
This company has been amazing! I have been with them for 3 yrs and cannot say enough praises! They have been kind ! Caring! Above all they listened and you can trust what they say. If you are a struggling single parent household .. this is the best way to go. A big thank you ππ½ β€οΈFor all the kindness l received in this last 3years of doing business with you. To every staff member l spoke to and who helped me.
Thank you !!! β€οΈβ€οΈ
Their recent SOS Save our Streams campaign has really got me thinking, and made me and my kids take a bit more care over our water use. I really like that they're caring for our local stream, it's really positive. Thanks Affinity!
Monopolies don't provide customer service - they don't have to.
Writing a Trustpilot review on a water company is like shouting into the wind. Water companies are monopolies and customers are at their mercy. Affinity Water has shown us none. They refused to repair a leaking pipe outside of our property boundary and beyond our meter/supply because we live on a private road. They repaired the same leak 5 years earlier without any issues or mention of private road/supply. Days dragged to weeks and lots of back in forth with emails and phone calls in which the customer service rep kept changing the 'facts' to suit the claim that the homes on our road had a private supply. In the end, our town housing foundation stepped in on our behalf. Meanwhile, Affinity Water keeps sending letters selling insurance to cover leakages. The policies don't cover our situation as we can't insure land outside our property boundary! To add insult to injury, the customer service rep mentioned that there is a one-time free leak repair scheme, but we didn't qualify because of repair 5 years prior! If they had fixed the leak properly 5 years ago there wouldn't have started leaking again. A terrible experience start to finish.
Worst water company ever, I got no option otherwise I would have moved to another water company, I was in Scotland for 2 months and just got back a week ago and received a cal from affinity water that my water usage is very high and have to pay hundreds of pounds even though my bill for every month was set up to Β£45 per monthβ¦
Tried calling these robbers but no one is answering or the phone number is wrong⦠SCAMMERS
Terrible. Somehow they opened an account for their own address using my email and phone number. This has blocked me opening an account for my address. Despite several attempts including writing a letter, the issue is unresolved. They do not respond at all. I would not recommend any payments, direct debits etc on a system which is clearly insecure. I would have thought they would take a system breach seriously but clearly they are not bothered.
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