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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 does not care about globally threatened environment
Affinity Water has no affinity with water or any other part of the natural environment in my opinion.
It just pretends it does and here is why?
The company, AW, sent out a survey by e-mail using SurveyMonkey. (Sorry SM but if you let, in my opinion, unethical companies that contribute to the destruction of the environment use your services then you are guilty by association.)
I replied to the survey pointing out how water companies are still discharging raw sewage into globally endangered habitats such as chalk streams and that its Save Our Streams was hypocritical.
It is clear that AW is not interested in survey results, what customers really think, and is just going through the motions as it has sent out two more e-mails saying, ‘Your opinion matters’ and ‘We’d love to hear from you.’ And yet when I click on the link SM states I have already completed the survey. So my second and third opinion clearly does not matter and AW clearly don’t want to hear how badly it is treating the endangered environment and how hypocritical a company it is.
Apparently, it will plant a tree for every three surveys it receives. It should be planting trees anyway without survey clicks.
The company has managed to get Sandi Toksvig’s endorsement on its stream campaign. I am concerned that a woman I admire greatly may have been duped by the campaign facade but does she know what the company is doing behind the scenes?
The poisoning of rivers and streams with raw sewage could mean that her endorsement leads to the media rebranding her as Sandi Toxic. Something I would not wish to see so I urge Ms. Toksvig to reconsider her endorsement of AW’s SOS campaign. It is meant to stand for Save Our Streams but Sewage Our Streams may be more appropriate.
Think I might have to take the parasitoid wasp approach to AW and buy shares in the company and eat it from the inside out until it no longer can harm the British countryside.
Yes, this is hard hitting but there are only about 200 chalk streams in world and, in my opinion, water companies, such as AW, are hastening their destruction.
Climate change destruction does not have to be measured in football pitch proportions on a daily basis.
I am not expecting to get a response as I bet AW does not even monitor opinion on sites such as this because it does not care!
Dodgy communications,
After moving out of a property with my partner (who always received all bills under her name), I received my very first letter from Affinity Water, obviously asking me for an outstanding payment and a direct debit form.
There is no outstanding payment, there is no direct debit rejection as it was cancelled and communicated before moving out, and they are sending the letter to myself I suppose because there will be a higher chance that I'd pay in fear of being charged further.
If we were two students living in the same residence, I could've thought that the lead tenant failed to pay and been charged 420 pounds incorrectly.
This is very dodgy behaviour and I can only imagine the amount of people that end up paying through fear, misinformation, lack of attention to detail.
Read your letters and don't pay anything you're not expecting to be charged. Also they put my last name as a middle name.
Amazing customer service. I contacted via Twitter and was emailed and had telephone contact within 30 mins!! Thank you, restores my faith in humanity again!!
Local council accidentally destroyed the water meter cover with a grass cutter - contacted Affinity via Facebook (as it wasn't really a leak), they were friendly, professional and helpful. Logged the issue and will be resolved shortly.
I tried to report water leak online but received 404 error 3 time. I also tried to use my home account to report the leak but same error. UK is digital but not many big companies are ready.
Floorball Stadium Luton alleyway is flooded due to continuous water flow from the roof of stadium, looks like a busted pipe or broken tank but alleyway near to it entrance at Beach road is flooded. since last 3 nights.
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