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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.
A utility company that knows how to deal with deceased customers correctly
When you need to handle an estate for deceased parents, all you need is a company that has the appropriate process & procedures in place and staff that can handle the required changes.
There was a little hic-up when the property was sold as an extra Direct Debit was taken by mistake; however this was VERY QUICKLY rectified and the money returned. When a company can rectify an error in such a speedy manner, it demonstrates integrity and customer service is important. A faultless service from Affinity Water who managed everything effortlessly, itβs all thatβs required.
After a long 18 month saga with an ongoing issue with Affinity Water I finally managed to get them to take it seriously after emailing their Exec team. From this point it has been dealt with excellently with Henry Sampson in particular taking the time to really look into everything for me and finding a solution that I was happy with. Hes restored a bit of faith in the company for me and I am very glad they don't all have the awful attitude like Shane from the water savings team.
Thank you Henry for finally getting this resolved for me.
Worst company to deal with! They a total scam artists greedy company making false accusation and then sending court summons and they canβt provide any proof of bill they sent.
They should be investigated
We had a burst stop-cock last week. I rang Affinity and a polite lady said someone would come out in 4hrs time as it's an emergency. 20mins later i looked out the side window of my flat and a guy was out there from Affinity finishing up the job in-hand. I got his first name Steve, very polite man and very knowledgeable when i asked him a few questions as the burst affected a block of four flats i reside in. Anyways Steve was very friendly with myself and two neighbours and the job was completed within minutes. Very happy customers as some of the neighbours couldn't stand the hissing noise through their pipes.
Thanks Affinity for taking the call and completing the job all within 30mins from start of phone call. Give Steve a big thanks from us here in The Bartletts Chalfont St, Peter. Lovely chap and a credit to you during this horrible Pandemic.
Stay safe
Although the water outage affected most of the town I live in, responses were quick and polite. Most interactions I have had have been positive, so I think some of the ratings here are a little harsh.
Beware, this company was over charging my girlfriend and Nadene from customer service says they won't refund the over charging. They were charging her Β£131 a month for years, check what you are being charged.
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