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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.
Called 4 times to have barrier fences removed from my garden as only supposed to be there for 3 days. On day 12 now and after escalating to a higher person each time, they are still there. They even parked outside my house one morning and still didn't collect them.
Worst experience over the last 15 years. First, they managed to forget to record I was moving houses and messed up my bills, then they did not send an updated bill but reported me to CARS. After they send the updated bill and I paid it they failed to record it in their system - I am still being chased by CARS as a non -payer - they wasted about 5 hours of my life and keep wasting, and gave me a lot of stress ...avoid if you can
Check meters yourself BEFORE Affinity water makes your eyes water!! !!
Received recent bill with watery eyes !! Being a single parent and with strict budget, the bill was A LOT HIGHER than usual!
I immediately went to open the pavement water meter slot only to photograph a number that was far below the reading that the contractor had delivered to Affinity back in early MAY!! -
Don't know how he/she could have got it so wrong and misleading. (Is this a job where they just guess the readings because they're not bothered to actually do what they're paid for and take a photo of the correct reading to reassure themselves?? Misleading bills like this cause distress and unnecessary money problems. Who can we trust??
Check your own water meters folks!!
Scamers. They overcharge on everything saying there is a "leak' when complained they changed the meter without our knowledge. You never know how much u have to pay.... some days this some days that much. FREUD absolute FREUD. Taking £1200 from me for no reason. Where I was paying £200 per 6 month previous years, then apparently that was a wrong read for 8 years and now my bill is £1200 in 1 and half years.
Leak in driveway for 2nd time, as obviously it was never fixed properly last time. Never had a problem until water meter was fitted. Last time the leak appeared i was literally ankle deep in water outside my front door. Not got to that stage yet as I've reported it...although website states that they will send a technician out within 2 days, unyet fastest they could manage was 5 days when i rang. In meantime the leak is getting much worse and lifting all my £4,000 of block paving and wasting litres of water which we are supposed to be careful with as we will run out by 2050 if we aren't! So called again, told they will try to SQUEEZE me in tomorrow with a technician to investigate the leak! I'm so appalled by the lack of concern and service by this company. Apparently the technicians only work monday - friday?? So by 2050 we will run out of water and Affinity water are still working hours that date back to the dark ages! They need to be a lot more realistic and customer/environmentally focused. if they want to continue with their current charges,All very well making people have water meters but then failing on so many other levels of not providing an adequate service to come out and fix leaks. An unprofessional and inadequate company.
5 stars for customer service as they are helpful and polite, but as for billing they do not know what they are doing, first letter said i would pay £13 month for 2019, ...second said i would pay £43 month for 2019......third letter said £13 and fourth letter said £43...i am now confused ....contacted customer support, very helpful and polite,
Requested a water meter in March 2018, first visit scheduled for apr2018, then engineer had to come out again. Told it would be done within 30 days by engineer.
30 days comes and goes, customer service line, whilst always answered, and people are polite, it’s their process that lets them down time and time again!! Wait time should have been communicated as 3 months. Date of August given
Date comes and goes, no communication From AW, ring up, new date given in October and a half hearted apology and excuse about lack of dig teams! They’ve only had since April.... 6 months to organise is not enough, hence no show in October either! Given another date in December, I give you 3 guesses what happened!!!
Speaking to management we are told they have a team who call to reschedule the appointments but they can see this has failed on all 3 occasions with us. I do wonder how true this is? Is it just us? Or more likely this “phantom” team does not exist, or may be they are too busy helping customer services fob off customers to actually be pro active and ring them first?!
Dig Day has arrived!!! Engineers arrive around 2.50, knock on at 3.15, I make coffee and they start work around 3.30. Knock on at 5 to advise water will be off for 30 mins ish.
7pm they pack up and leave!
I actually cannot believe they employ people who have the audacity to not complete a job, and then leave without advising us of what is happening or what has happened to cause our water to be off, as in turn tap... nothing comes out, not even a dribble!!!
Ring number on the board left behind to be told our neighbours pipe has a leak causing a problem, yet our neighbour has water (brown intermittent slushy water). Gentleman rings us back as he says he would (which is a first - well done you for having some integrity) however tells hubby just lift up the board and put your hand in the hole that is filled with water (from next doors leak, that wasn’t there earlier) and then turn the stop cock and you should have something... no... nothing! Didn’t work, no idea what he may be turning as it’s just a big muddy wet cold hole!
Consequence... now a 4 hour wait for an engineer who lets face it, what can he do that the last 2 couldn’t! Fingers crossed for superman, spiderman, Batman, jeeez the avengers... I don’t really care who, but someone with some moral fibre to fix the issue that their own company created before scarpering!
You just couldn’t make this stuff up!
Oh and it was snowing... just to add some white fluff (literally) to the review!
My girlfriend's water is supplied by Affinity Water. When we turn on the tap we can smell Chlorine - strong chlorine. If you are experiencing the same thing please log the fact on Trust Pilot and spread the word - plus - make an official complaint in writing to Affinity and to their regulator!
Affinity have made many claims, and in my opinion, have told many lies.
They increased the level of chlorine but didn't tell anyone because (as they claim) they didn't wish to worry anyone.
According to numerous sources chlorine poisoning can cause symptoms throughout your body. Respiratory symptoms include coughing, difficulty breathing, and fluid inside the lungs.
Digestive system symptoms include:
burning in the mouth
swelling of the throat
throat pain
stomach pain
vomiting
blood in the stools
Chlorine exposure can damage your circulatory system. Symptoms of this problem can include:
changes in the pH balance of your blood
low blood pressure
serious injury to the eyes, including blurry vision, burning, irritation, and in extreme cases vision loss
skin damage, resulting from tissue injury with burns and irritation
In the 1970s scientists discovered that when chlorine is added to water, it forms Trihalomethanes (THMs), one of which is chloroform. THMs increase the production of free radicals in the body and are highly carcinogenic (cancer causing).
“Cancer risk among people using chlorinated water is as much as 93 percent higher than among those whose water does not contain chlorine,” according to the U.S. Council of Environmental Quality.
According to the BreastCancerFund.org,“One common factor among women with breast cancer is that they all have 50 to 60 percent higher levels of these chlorination by-products (THMs) in their fat tissue than women without breast cancer . . .”
"Long-term drinking of chlorinated water appears to increase a person's risk of developing bladder cancer as much as 80 percent,”as documented in a study published in the Journal of the National Cancer Institute. Some 45,000 Americans are diagnosed every year with bladder cancer.
"The drinking of chlorinated water has finally been officially linked to an increased incidence of colon cancer. An epidemiologist at Oak Ridge Associated Universities completed a study of colon cancer victims and non-cancer patients and concluded that the drinking of chlorinated water for 15 years or more was conducive to a high rate of colon cancer," according to Health Freedom News, January/February 1987.
Chlorine was used in its gaseous form as a chemical poison weapon during WWI. At room temperature chlorine turns into a gas that is easily inhaled so every time you smell that distinct chlorine smell press the panic button!
Affinity Water claim that chlorine is harmless - complete liars! Is this simply a case of incompetent staff or negligent and ignorant buffoons? Ignorance can amount to fraud and these guys appear to be wilfully misleading people and concealing the facts!
Staff refuse to place their claims in writing!! No surprise there then.
Now here's the funny thing - Affinity called out to test the chlorine levels and having declared their own standards measured above their own maximum! haha - jokers! Then they sent a letter out claiming everything was okay on plain paper (not letter head) unsigned!
With my assistance my girlfriend will only pay for sewage as Affinity water is only fit for flushing faeces. It is not fit to drink. Staff also claimed they had received no other complaints which is really strange because according to a news report they've received more than 150 about chlorine in the water! Again - Affinity caught lying! Enjoy your cancer everyone - drink Affinity Water!
Having just experienced a mains water leak. I really do feel affinity water customer service could have given prior warning of ripping out boundary to the front of my property to establish who was responsible for leak, leaving myself and neighbours property totally exposed to main road. I arrived home from work to find traffic lights outside my house and boundary removed.
I’m told my AW they do not give prior warning. I ask is this customer service?? Why destroy established shrubs? Why not dig out for shrubs to be replanted once leak repaired?
I had an horrendous time once is was established the leak was my responsibility trying to locate company to complete job within 21 days as requested by AW.
I requested AW repair leak, for me to reimburse them, this was declined by AW why? I find this response astounding as AW have all the necessary equipment to complete job.
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