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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.
Responses from their customer services can be quite slow at times (compared to other companies) but they have been very understanding and cooperative with arrears I have with them (even when I have missed payments on payment arrangements, but I did remain in communication with them).
No issue with the water supply, but their work crews and ability to respond to complaints leave a lot to be desired. Work crew blocked 3 driveways today, them proceeded to throw their half eaten food all over the street. There is a global pandemic going on and your workmen are being filthy in an enclosed close area that kids play in!
Also a shame it took threats of taking this higher to get someone to reply. Thankfully the team member that replied seems proactive in remedying the situation.
Customer service was responsive and helpful but ultimately they are aware of an old problem but have no plans to fix it. The water main outside my residence has burst 3 times in 9 months, twice resulting in the water being cut off entirely for a whole day.
Since moving into my property I have experienced unprofessional misconduct from Affinty water.
I have not organised a instalement agreement Yet I receive letter's I have broken an agreement.
instead of providing me the opportunity to arrange payment, I am directed to a debt collection bureau with a incorrect amount,
Affinty water have demanded 800 for water usage.
I have been a customer of Affinity Water for at least 10 years and was satisfied with the billing system etc, but all of a sudden at the end of last year they transferred my business to an offshore (BVI) company, Castle Water and who do not have the same standards as Affinity. I was not asked whether I was happy with this arrangement, it just happened. Thames Water did the same thing.
Tried to register online so I could get a recent bill. Put in my postcode (I have lived here for the last 21 years). Apparently my address does not exist!!!!! But they still manage to send me bills to the correct address. Seriously!!!!!!
I have experienced consistently great customer service from Affinity Water.
I have never written a review before, but felt they deserved one as I’ve never found a company I don’t dread to phone! Friendly and super helpful! Would highly recommend
I had a very positive experience with this company. They charged a lot less than I had expected to pay and at the end of the contract they didn’t charge anything for closing the account early due to unforeseen circumstances.
Not sure why a lot of their reviews are negative as I’ve had no issues with them and have been recommending them to friends and family!
My wife saw a leak on the road outside our house, Affinity were there the next day and left us a note saying a repair would be done in 20 days. We misunderstood byt Affinity on Twitter cleared our confusion in minutes. Excellent service.
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