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.

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Based on reviews, created with AI

See what reviewers are saying

O

Oliver

5 out of 5 stars
Steve from the Whitfield Dover area of…

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.

EB

Existential Being

5 out of 5 stars
Freya & Giuseppe were both 10/10!…

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.

ZL

Zane Leo

1 out of 5 stars
Customer service -sad

Customer service -sad . Is there anyone else allowed to supply water in Barnet area? Doesn't look like it.

JR

John Rennie

1 out of 5 stars
Poor response to my query.

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.

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All reviews

816 total • Write a review

Showing 731 - 740 of 812 reviews
P-
5 out of 5 stars

Great customer service

Great customer service. Quick and easy to get a request sorted.

Date of experience: March 17, 2021

J
1 out of 5 stars

For four months cannot include my…

For four months cannot include my partner in the bills, filled in the form, no actions. Bills are big and still waiting, when they split it monthly. They don’t have online chat or email address for questions, just phone number!!!! Which is only available during working hours! (In 21 century). So, the client service is absent , they just use their monopolistic position. Unfortunately, cannot change water provider currently.

Date of experience: March 15, 2021

MH
5 out of 5 stars

Spoke to joe

Spoke to Joe as we had water work outside our house which noone knew about but there diversion was to a closed road there team got the job done in a day instead of 4 days and cleared the road the day after brilliant job and thank you joe

Date of experience: March 5, 2021

sc
1 out of 5 stars

Oh my god

Oh my god. Nasty customer service. Got a leak in my house. Plumber came around couldn’t turn the water off as outside in the the stop cock is broken. This stupid company won’t fix it unless a plumber is on site to stand around and watch. It seems it’s the company policy to have lots of people standing around loosing money. They won’t pay the plumber to watch them dig a hole. Rude customer service. Shocking ! Watch out !! This is a bad company policy.

Date of experience: March 5, 2021

AS
5 out of 5 stars

Help with an unexpected issue

We had a 'major' leak in the supply pipe under our front lawn. Affinity guided us at all times through what had to be done and sorted out the billing afterwards. We were very impressed with all the friendly staff we spoke to and with the fair way in which we were treated.

Date of experience: February 26, 2021

DR
5 out of 5 stars

Well done affinity

Well done affinity. Always make dealing with you nice and easy. Please don’t become like the rest.

Date of experience: February 26, 2021

AS
5 out of 5 stars

Always a pleasure...

Always a pleasure to deal with the team at Affinity Water. Very customer focused.

Date of experience: February 14, 2021

FC
5 out of 5 stars

Very easy to contact via Twitter Direct…

Very easy to contact via Twitter Direct Message about a water leak , took just a few minutes, a few messages back and forth , no hanging about on the phone etc Such an effortless way to ask questions etc , you send a message , you get a reply in a short space of time , if it’s a bit involved they might need more info , so maybe a few messages back and forth but it’s so easy

Date of experience: January 22, 2021

G
5 out of 5 stars

Very helpful and accommodating

I needed fairly urgent help with my stop tap which was stuck as I had a plumber coming to fix some leaks in my house. I contacted them via WhatsApp and someone came out that night to help us with it in time for our plumber coming. Everyone I spoke to was really friendly and helpful and the person who came out to our house managed to unstick the stop tap and showed us the best way to do it in future. They kept me in the loop throughout the day so I knew exactly what was happening and kept checking I was happy with the plan.

Date of experience: January 18, 2021

M&
1 out of 5 stars

This company have no respect for private property

I told them that I want be excluded from the meter they said that is mandatory then I said no problem but to put in the sidewalk no they said that they have to break my driveway and possibly leave irreversible damage I find out that the meter is not a legal requirement so when they will come to do I will call the police to keep them out from my property don't let them abuse you .

Date of experience: January 9, 2021

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