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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.
Wow, i'm shocked, a company that actually answered the phone within less than a minute, were extremely friendly,helpful and understanding about a late payment ! Couldn't have been more pleasant to deal with ! It would seem they are in a minority these days ! Many, no most large companies out there could learn a thing or two about customer service from these people !
I am a customer of this company. Here is my experience
1. Received a massive bill 6 months ago
2. Called affinity, could not get through after staying on hold music multiple times during the day for more that 20mins each time
3. Decided to email
4. After 4 days someone called me back
5. I explained that the bill is not correct based on my previous years bills, yes I went back several years.
6. after investigation, Affinity discovered they took the wrong meter reading
7. Corrected my bill and gave me some money off my bill for my trouble
8. After 6, and 7 above. I setup a Direct Debit to avoid repeat of large bills.
9. Received paper work with confirmation of my DD and monthly payment plan.
10. After 6 months, got a large bill demanding payment
11. !!!what happen to my DD???? for which I have paper work for
12. Called Affinity, usual hold music
13. Emailed them waiting for response.
Rubbish company, rubbish processes. No competition, so no choice but to get water from them.
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