My complaint:
Our entire building lost water supply at 11:30am on Saturday 11.11.2023.
Each individual flat contacted Affinity water and were told it was due to a burst pipe in Park Lodge area and will be fixed after 1pm.
No water until 3pm then we contacted them again to be told they don’t touch water pipes belonging to other contractors (we had no idea what it meant).
After that, they put in an automated message saying they are aware of issues with UB7 water supply, are working to fix it, but have no timeline
After that, they told us to contact our property developer Guinness because a switch needs to be reset.
The entire building of 14 flats each called Guinness to be told it has nothing to do with them and to contact Affinity.
Then started the back and forth of one sending us to other with no resolution in sight and both washing their hands off the problem.
Right now, it is coming up to 20 hours for 14 flats with no water supply. Adults, children, elderly with no drinking water, no water for washing, and unable to flush toilets and still each company saying its not our problem.
We are aware that each of them has a responsibility towards us. Water company needs to provide us with alternative arrangements but they seem happy they’ve each told us where to go.
Guinness Partnership don’t even pick emergency help line phone calls. We have had to be on hold more than an hour to speak to someone who then said contact affinity and that’s all.
We are not even saying there’s no hot water. We are saying there is 0 water for 14 flats in this building.
Suggested solution:
With alternative or temporary solutions and not send customers back and forth.
