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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.
Many people complain but never report when the service is very good. I would like to say the service I received was excellent. The CLC work was outstanding, you would not think anything had been disturbed. Once again many thanks for the prompt and efficient service.
We moved to Affinity Water after being told by them how good they were against another supplier. After finally getting a bill from them (estimated, and one actual reading) (two different meters) I spoke with them at great length and explained that the meter they had estimated was no where near our property, so where they were getting this reading from I have no idea.
"yes, I understand, yes we will actually come out with our third party company and actually read the meter so we can give you an actual bill, and I'll action that for you" goes Affinity.
So I say no worries and to show willing by us, we will send you Β£2,000 against the account, while you sort out your readings, so you can provide us with an accurate bill. We do that immediately and wait as promised to hear back with their findings.
What do I get today, a threating letter saying we haven't paid!!!!
I am so sick of the ineptitude of these big companies, who can't sort out their own rubbish and inefficiency and expect everyone else to sort it out. Affinity come and read the meter, provide an accurate real bill and we will gladly pay you!
Extremely rude and threatening drivers. Just had a affinity water van driver, hurl abuse at me, after a very slight incident (where he was completely in the wrong). He even open the door of his van and started to get out of the van, and as I am a woman and I was on my own, I felt extremely uncomfortable and scared. I was at a T junction and couldn't move away, however, luck was on my side and the rd was clear so I drove off, before he could get out of the van.
The most understanding , polite and efficient customer service.
I'm really glad I live in an area they cover.
I didn't know I was eligible for a discount (due to low income) but when I did apply ,it was dealt with and applied promptly and without any fuss.
Needless to say this has been a huge help and now I have one less bill to worry about.
(Thankyou moneysavingexpert & Affinity):D
While AFFINITY WATER were digging outside of my property to install a water meter, I saw one of the workman scooping debris into my grated drain rather than put it in his rubbish bucket next to him. Totally no respect for customers property. Then when the meter is install they fill up the hole and flatten it down leaving it a complete mess, the pathway looks like a badly designed patchwork quilt.
Great customer service in sorting out our move into the area and our daughters exit from the same account. Really friendly staff, as was the case when I rang previously. AL12LB
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