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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.
Terrible company. Unclear on charges. Phone rep claimed we should pay Β£55 a month for water. This then changed to Β£45 a month. It felt like they are plucking numbers out of thin air and seeing what they can get away with.
This is more than my mobile bill! They are having a laugh. Will be challenging these charges. Shame we can't change our water supplier like we can any other utility bill. Either way, its game on.
i live in en5 post code and there is always something wrong with the supply. in the last 18 months there have been at least half a dozen major outages. it seems this company cannot supply water when the weather is hot or cold. Affinity appears to be a goldilocks company where everything has to be just right to have water. add to that the cost of the bills. i think the regulator needs to force them to fix the infrastructure once and for all. when customers can choose their supplier will be best for everyone
Totally rubbish. Called them in an emergency as the stopcock outside my property was stuck and submerged with water. They told me I needed a plumber. Surely it was lack of maintenance on their part that was why it wasn't working.
This company has made no effort to deliver a useful service to their clients. The website is old and unhelpful. I got unmetered charges and I got a notice to pay a charge covering the following year (although no description of the bill was given) with no choice but a direct debit.
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