Affinity Water Avis 

Resolved the issue when I contacted them but still there are issues with billing systems which is quite difficult

Water meter replaced today by Cadent.
Excellent quick work
Very pleasant engineer
Thank you.

They always seem disorganized, passing you from one person to another without resolving the issue. In the end, you are forced to file a complaint with the CCW.

You had a data breach but are not willing to take responsibility- you expect your customers to do all the work of setting their accounts back up from scratch.
If you've had the data breach you should.be contacting your customers and seeing jow were doing and how you can support us

My experience with Affinity Water was, from start to finish, extremely poor.

As a landlord, I only dealt with Affinity Water temporarily after tenants moved out of one of my properties. I was presented with an estimated bill for water usage during a period when the property was vacant, despite there being no actual meter readings. I was then pursued for payment, and the matter was escalated to debt collection agencies before the facts had been properly established.

Throughout the process, communication was very disappointing. I was told I would receive callbacks that never happened, promised bills and information that were not sent, and repeatedly had to chase for answers myself. It felt as though I was being treated as though I owed money without sufficient evidence being provided.

After I challenged the charges and supplied evidence that the property had been empty, Affinity Water eventually closed the account and significantly reduced the amount they claimed was owed, effectively confirming that the original bill was incorrect.

The whole experience caused unnecessary stress, wasted a great deal of my time, and left me with very little confidence in the company’s billing systems and customer service. Based on my experience, I would be extremely reluctant to deal with Affinity Water again.

And would never choose them to supply my water requirements, ever!

I observed first hand how Affinity Water field staff attended to a serious water leak near where i live. I reported a water leak in Sunningdale on 01 Oct 26 at 1417. It seems the old pipework of the mains was affected by soil shrinkage . Affinity Water gave me an immediate SMS response with a link to see what was occurring in our case. The work went on overnight as there seems to have been three related leaks from the mains and the guys were working non stop to fix it. My wife and i went out at about midnight and asked if the team would like some coffee or tea, but they declined politely and quickly disappeared back up the road. I notified my neighbours by a group Whatsapp message, so they (about 26 homes) all got the message and the link. From the first encounter with their staff i experienced a polite and professional response, which i appreciated very much. 10 out of 10 for the teams.PS my neighbours seemed pleased to know what was happening as they all got SMS messages too. Very thorough.

Promise free leak repair for minor, easily accessible items, including toilets. Sadly not. Toilet was cistern was overflowing and was easily accessible for the fill valve. But initially the agent over the phone said yes will be possible, but after submitting video was declined. Something so simple that I decided ill attempt to do myself. Lot of hype .... for nothing. False promises.

You are good and very helpful and kind

The person who attended did not provide any id. He said he was from affinity water.
To be honest. Personally they looked like they needed to shave and smarten their clothing up.
There was dificulty in that they would not do the work planned. They had the tools but said the cover was under a bush so they could not do it.
The bush is a hedge
The cover is clearly accessible on the footpath snuggly awa. From the hedge. They moaned about only having two hours to do the work which included travel time from Hertfordshire.
When I. Asked if they gad just come from Hertfordshire they said no but couldnt remember where they had just come from or how long it took them to get to me. I established the? Had just come from walton on thames which is a 10 to 15 minute drive. They quite clearly were not wanting to put tge meter in. I had waited in and been told it was going to be fitted that day. There was also a clear language understanding barrier too. He said he had a metre and tools but would not do it. Scruffy unkempt poor representative for Affinity water.
I am still waiting for a water meter to be put in. Very disappointing.

Had a very high water bill due to such a small leak in toilet ….
After many phone calls it was resolved eventually by affinity water applying a leak allowance
So great result for us as two pensioners

Excellent customer service
Fast response and quick turnover
ALL staff excellent and friendly and very helpful

Online accoutn and bill account numnera do not match. Customer care is nver available - 3 attemps each time after 30-40 mins no connexfion

Finally able to use all of the features in the online portal, now that the glitches I was experiencing have been fixed

I have been trying to contact Affinity Water regarding a spillage from a drain along our street in Barnet. It has been like this for many months now. I have not heard back from Affinity Water, meanwhile the discharge has spread along the road, is an eye sore and is odious. I am concerned about the environmental impact as well as for the many residents who pass the area on a regular basis. I have sent photo evidence and we are simply looking for someone to review and respond, determine the root cause, take ownership to clean up the area and fix it. Update: Leak ID number is 146097.
Update (1st October): Dear Elliot, thanks for your reply below. However, I do not know which method you say you have contacted me on but I have not received any communication yet from you or anyone at Affinity Water. Whether it is a leak or defined by Affinity Water as another type of problem, there is a large amount of water that has formed that we have been told by other parties (such as the Barnet council) that this is the responsibility of the clean water supplier (which is Affinity Water) to investigate and resolve. Can someone please contact me and take this request seriously? Please keep this report open until such time as Affinity Water have checked and made a proper assessment of who is responsible for addressing this and informed all parties, including me (you have my contact details as I am a customer and I included them in the report). Thank you.

My problem is with their App website and customer service, the site and App never seem to connect properly. I’ve got a paper Bill which I didn’t want. I want to switch to online bills only but I can’t get into my new account. I moved in May and my address it’s still showing us the old address. I’m not able to amend it to a new address. I’ve told them I’m leaving and I’ve got a paper Bill but this isn’t reflected on my online account or on the app. Absolutely hopeless if I could change water Companies I would, but of course we’re all held hostage. No email address for customer service no online form for enquiries that I can find.

I know I’m gonna have to ring them up again, not looking forward to that either.

It should not be a difficult thing to get right I don’t know what they’re playing at, it seems to me they’ve got my correct details somewhere, but it’s not reflected on my account online or on the app.

4 months of constant phone calls trying to set up a new online account without success. Constantly going around in circles with no resolution for the problem.
Affinity even had the nerve to say they reached out to me once and I did not respond. That’s interesting as I had no missed calls on my mobile and not one single email from them. Every time I call them we go through the rather long winded security questions which involve my email and mobile number so they certainly have my correct contact details. When asked how they tried to contact me I received no reply.
Next step is to cancel my direct debit so hopefully they will paper bill me so I can see what is happening on my account. Appalling customer service, please feel free to contact me and sort my account out.

I had a very lengthy telephone conversation. I set up a direct debit as I am recently divorced and my ex husband no longer pays for this. Yet his final bill was sent to me in error. I paid it because it was for a small amount, but it was your mistake.

Very friendly team. Although did have trouble setting up the App. Overall excellent service.

Very good
Cheaper