★Companies on CrowdTrust can't offer incentives or pay to hide any reviews.
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.
Possibly the worst service I have ever encountered. Still awaiting a call promised in June despite chasing it up several times.
If I had any choice I would switch supplier in an instant.
Commiserations if you share the misfortune of living in an area where you are forced to use this provider.
Any issues we've had have always been quickly resolved. Pleased to speak with an English call centre when I have reason to call. They've always been efficient for us.
Online account access is decent with lots of helpful info and a few freebies.
We has a problem overnight with water supply suddenly going off and we had no idea why. Contacted Affinity's customer service online via messenger as it was the middle of the night. Got a response early this morning, which was "there are no planned works in your area, please let us know your exact address and we'll look into it". Within a couple of hours they had got back to say there had been a flood in a neighbour's property (we are on a shared supply) which was why it had been turned off. One phone call later and we got a plumber in, back on and flowing. The chap who responded was Jonny; he was really helpful and the explanation was thorough. Much appreciated.
It's actually my landlord who's the customer, so I can't comment on some of the other issues, although I can't help think that, for instance, some people should learn how utilities bills are formatted before complaining.
Highly dissatisfied with Affinity Water's water bill.
I am £69 in credit but my bill shows a minus sign in front of the amount (-£69) which gives the impression that either their statement is correct, or that I am £69 in debt.
The water bill layout is not at all easy to comprehend by the way it is presented to customers.
Looking down the columns of figures, it takes a great deal of time to work out exactly what is meant by a list of figures, with a minus sign in front of some of the figures but no sign in front of other figures in the list. Debit or credit? Who knows?
It is a complete nonsense.
I am looking forward to Ofwat's forthcoming report on allowing competition between water companies so that customers' can decide for themselves and switch if they are unhappy, as am I, with the current service as supplied by Affinity Water.
simply they don't care at all about customers.
I have been waiting for more than 6 months an water meter installation. I called 3 times , they suggested me 2 appointments : one they came and they didn't absolutely nothing ( and I took 1 day off from my work) and in the second one they didn't come without saying absolutely nothing (no email no call no nothing)
Affinity Water Needs A Shake Up And Reorganisation.
Water meter fitters are absolute idle and liars. They came to fit a new water meter at our detached house and dropped the meter off the van onto the driveway thereby breaking it (unbeknown to us). They still installed it and left the site telling us it was working fine. They removed and took away the 50 year old bronze stopcock that I considered was mine as it was situated on my property, they’ve obviously got a nice little sideline going in scrap metal.
Weeks later we get a call from Affinity telling us they want to come and fit a replacement meter as the original doesn’t seem to be recording usage. (No surprise after being lobbed out of the van onto the deck).
After more phone calls and letters from them a new date is arranged for a replacement meter to be installed and their employee turned up on a Friday afternoon but claimed he couldn’t get parked to do the work and drove off without even knocking at our door. We think he just couldn’t be bothered and wanted to get away early as it was Friday afternoon, he didn’t try very hard.
After further phone calls from Affinity a new date is arranged and the same bloke turned up to replace the meter after phoning and checking that he could park on our driveway.
He swapped the meter over in about twenty minutes and it’s a shame he didn’t try harder the first time instead of causing a duplication of everything including admin staff time a not to mention his own time and costs of coming out to us twice. He was clearly a lazy bone idle man who is working against the company rather than wanting to make them a profitable company and he should be sacked in my opinion and so should the initial pair who installed a broken meter the first time. Seems to me that Affinity Water has a lot of apathy amongst its staff. Ultimately this careless attitude and incompetence works its way down the line to the customer in costs and inconvenience.
I am not impressed with Affinity Water or its staff.
They also lied to us about keeping us on our old tariff for twelve months after the meter was installed and sent us a cheque for refund of our yearly payment and then put us straight onto metered usage which was not what we were told would happen nor did we agree to them doing that.
To sum up:
1) Meter installation team fitted a broken meter which they themselves broke.
2) Admin or accounts lied and did not let our existing already paid for tariff run for twelve months after the meter was installed but sent us a cheque for the difference and started metering our usage.
3). Bloke who called twice to replace the meter was apathetic, lazy and negative towards his work and found any excuse he could on the first visit to not do the job late on a Friday afternoon and blamed difficult parking, which was another lie.
The whole company needs shaking up and reorganisation and jobs given to employees who take pride in their work and who want to be there.
Found Ronnie in their customer service very helpful. Dealt with the developer I bought through making a couple of mistakes with my move in date/meter reading and explained billing process well. Cost is ok for a flat, nothing excessive. Happy their call centre is based in the UK as well unlike some competitors. Didn't have to wait on hold to get through to someone.
Despite numerous phone calls you are still continuing to put me under increased pressure due to an undeniable error from whoever is responsible for estimating the water usage for the unit I currently occupy.
Two years ago, this was an all but derelict unit which had been left in a deplorable state by the previous tenant , due to this, the landlords offered me the unit at zero rent, on the understanding I would fully renovate at my expense. I have continued to invest all my savings plus taken out loans to rejuvenate the unit. The rateable value is £12,250, but with small business relief, my annual charge is £334.1
As explained on numerous occasions, we are a small shop with 2 members of staff comprising of one toilet (staff use only) and a couple of taps. We have shown that our neighbours with larger units and a far greater water usage are paying in the region of £40 per month, despite this you are demanding:
Affinity For Business: £3903.9
I have done everything I believe possible to resolve this both honestly and amicably, including sending you payment of £224 to Affinity (which has been presented and cashed) so you can conduct a survey to fully understand the horrendous mistake, but despite this you continue to apply unnecessary pressure on my business.
Please make no mistake, if you continue down the erroneous route, where the fault lies clearly with whoever concocted these ridiculous estimates of water usage, my business will close. This will result in my losing my livelihood and my staff losing their jobs. If this happens, I will be forced to take legal action against you both for loss of earnings for your obvious mistake.
I have included the local paper and various media contacts and my MP for Harlow in this email in the hope that someone will please help stop this lunacy, and that whoever is responsible for this mistake rectifies it with immediate effect so I can revert back to running my business during these challenging times.
I am more than happy to pay my bills, provided that they are accurate. A £7,500+ bill for two years use of water in a very small shop, where comparable properties are paying £40 per month, is clearly not accurate. Please feel free to come to the property, assess it for yourself and install a meter.
If you have a legal team, could you please pass this communication on to them and please let me have their contact details. Your consistent failure to want to listen and help is tantamount to both abuse and bullying, and the stress you are continuing to cause me is unacceptable.
I await your urgent reply in the hope of resolving your error.
Water bills are going up ... pay is going down. No job security. Basic human needs of water is being sold in an exploitative way to make a big business out of it. In the tough times of failed government austerity, private firms are ripping off customers. Affinity Water is one of them. Water bills have been rising every year! Something needs to be done to regulate these rip off prices.
Just got a notice through the door saying that Affinity will fit a meter because the tap leading to my house is old. And as we are changing the tap - that works perfectly well - we may as well fit a meter at the same time. REALLY! Rather than repair a leak at Tesco Amersham car park that that been pumping out water 000's of gallons every hour for over a Month, they seem more interested in metering.The only reason they miss the targets for water leakages is because they prioritise metering over leaks. The fines they get for not fixing leaks is nothing compared to the money they get in from customers to pay shareholders. The chances are that we will not be "in an area of severe water stress" if they prioritised fixing leaks over installing water meters. But unless the regulator holds them to account they can get away with it...
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.
