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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.
2 complaints
1) some one knocked on my door saying he was from affinity water wanting to test my water pressure i told him to clear off .he was i discovered from you but surely in this day and age an appointment would be made
2) my direct debit has been increased i was not told
Useless customer service, claims to fix account issues and actually fixes nothing!
Customer service staff at Affinity Water are useless, and dishonest. I have an unresolved issue where every month Affinity Water keeps taking less money via direct debit than it is supposed to to pay my water rates.
This has been going on since April 2025, and every month i've had to waste over an hour on the phone trying to speak to someone, having to explain the whole situation again from scratch, only to be told that it will either correct itself or that they've reset the direct debit details at their end and it will be all sorted the next month. Only it isn't fixed, and every month they still take Β£57.00 - just under Β£6 less than they are supposed to claim via direct debit, creating an unnecessary debt.
There is no excuse for this incompetence and repeatedly lying to a customer. Sadly, there is no evidence that Affinity Water cares and no evidence it will ever fix this billing issue. Being a monopoly, I am stuck with them as I can't exactly switch to another water company like I can with gas or electric.
When they eventually came to repair the leak the men were very nice, helpful and informative. They made an excellent job of it.
Apparently we should have been informed that the road would be closed and when several days before but we weren't.
I'm a single person living in a one bed flat Affinity have the nerve to charge me Β£500+ for water. I've called their call centre (12-5-25) and explained that the bill was too high and i cannot afford to pay it, i also requested a water meter. The operator offered me little options and still went on about how i can pay Β£46 pm. In regards to getting a water meter fitted the best Affinity could offer is in October. This morning i receive a letter informing me if i don't pay Β£225.70 they shall send my debt to a debt collecting agency. In my opinion this is unacceptable customer service for what they want to charge.
Cancelling my water was close to a pleasure with Affinity
The request for cancelling my water account was dealt with quickly and courteously which was a great start. My questions were clearly answered and points clarified. It was an overall good experience and good customer service.
No problems with the service but the process for recieving a refund when I moved address could have been clearer. I had an email saying the refund would be in so many days but then later found out that I needed to ring and speak to someone in order to get the refund.
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