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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.
The call handler didn't listen, didn't understand, talked about my feelings when I had not, and wrongly told me that Anglian Water was responsible for the drainage.
I had help when I contacted your office and the gentleman who came to read the meter. Let me know it was done before he left.
I now have my updated bill which looks more as I would expect it to be. X
The Lady that I spoke to regarding excessive usage of water in the Apartment I rent was really helpful and understanding. We went through the
problem together. She told me that the Meter for my Apartment would be
checked and I would be informed
In due course. The Lady called again
and informed me that if an Engineer
has to attend my address they would have to use the Password designated
for me (I have that Password)
She was so nice and very professional.
Thank
This company is crooked. I just had my water bill for over Β£350 for just 2 people. We shower for less than 10 minutes each a day. Wash plates for 2 people, washed clothes, flush toilets all for over Β£350!!! Its ridiculous!!
I forgot to add we filter the water to drink. If you have a choice choose another water company. Shame on this pathetic organisation. Update 6/6/2025. I noticed this company has increased my direct debit without my consent. I tried calling to discuss the matter. The staff I encountered had poor hearing because he could not understand or hear me. I asked to speak to his line manager, he refused to put me through. I am not impressed. They assume I can pay 500% increase in the direct debit. Then they had a cheek to warn me about my credit score. The government have given too much power to these companies. By the way do you know you don't have a choice of water supply. If you try to make arrangements to pay the bill. It will affect your credit score! This is outrageous!!
I have to say that I have had nothing but great service from Affinity. From changing a problematic meter to supporting me with water leaks they have been excellent.
Moved into a property serviced by Affinity Water in October 2024. Requested repairing my water meter cover/cap as i cannot take readings. Asked about this in January and they said they received no request. Second attempt to request a repair in January - told 90 days to repair- OK.
In May i called again chasing to be told i have to pay - when i asked what for, i was not given a reason despite me asking several times βwhat am i paying for?β.
Itβs now June 2025 and no update, no repair, canβt seem to speak to anyone who can tell me whatβs gone wrong. Waiting times on the phone are long and painful to sit through so left feeling defeated.
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