Water company apologies and issues money back for Saffron Walden customers

10:05 07 August 2014

Archant

Water company Affinity Water has apologised to residents in Saffron Walden after charging its customers for a service they did not receive.

Households affected received a letter last week notifying customers that their account was being 
credited with £20 “as a gesture of goodwill”.

Residents in Walden pay extra to have their water softened but a problem with Affinity Water’s local facility at Debden Road meant the process was not carried out for around 11 weeks.

The company came under fire at a Saffron Walden Town Council meeting last month – and calls were made for residents to receive a rebate.

In a letter to residents, Affinity Water said: “We apologise that we did not advise you of the unexpected and extended closure of our water treatment works. The average amount customers paid for water softening during the closure period was approximately £5.

“As a gesture of goodwill, recognising that our communication with you fell short of our high standards, we have credited £20 to all affected customers.”

It added: “Our own internal review has led to changes to ensure that our communication does not let you down again.”

Mayor of Saffron Walden, Councillor Sandra Eden, welcomed Affinity Water’s apology but was more sceptical of the £20 credit.

She said: “Companies in this situation should be much more transparent. Everyone makes mistakes and people understand that, but they want to be told about it when it happens, not have the company try and sweep it under the carpet and hope it goes away.

“I’m just happy they have come out and apologised. As for the credit, that’s just a token gesture, really.”

A burst pipe below the foundations of Affinity Water’s Debden Road facility was to blame for the interruption in service. Complex repairs meant the water treatment works was closed from the end of October last year to the middle of January.

Instead, Affinity Water maintained the town’s water supply from an alternative source. The water was not softened during that period but residents were still charged.

0 comments

Comments

Welcome , please leave your message below.

Optional - JPG files only
Optional - MP3 files only
Optional - 3GP, AVI, MOV, MPG or WMV files
Comments

Please log in to leave a comment and share your views with other Saffron Walden Reporter visitors.

We enable people to post comments with the aim of encouraging open debate.

Only people who register and sign up to our terms and conditions can post comments. These terms and conditions explain our house rules and legal guidelines.

Comments are not edited by Saffron Walden Reporter staff prior to publication but may be automatically filtered.

If you have a complaint about a comment please contact us by clicking on the Report This Comment button next to the comment.

Not a member yet?

Register to create your own unique Saffron Walden Reporter account for free.

Signing up is free, quick and easy and offers you the chance to add comments, personalise the site with local information picked just for you, and more.

Sign up now

Yesterday, 13:36
Saffron Walden police station was deserted last week after the reported sighting of a rat

The sighting of a rat at Saffron Walden police station had officers scarpering last week – but why did it take so long for the public to be told the station had been abandoned?

Yesterday, 10:00
A large number of parents and toddlers turned out to celebrate 20 years of Buffy Bus.

Toddlers and their parents celebrated the 20th birthday of Uttlesford’s only playbus, by getting on board last Thursday with Buffy balloons and the eating of a blue, vehicular cake.

Wed, 18:23
District councillor for Thaxted, Martin Foley, said

“People power” and canine resistance have been called upon to oppose the latest application to build 100 houses in Thaxted.

Wed, 10:33
Dentisit Dr Issa Abdul-Ghani and dental nurse Anje Cairns outside Saffron Walden Community Hospital, where they have rented their NHS practice for the last eight years.

An NHS dental surgery with 5,000 patients on its books looks set to relocate out of town as soon as the end of next year, leaving residents concerned over whether they will get the future treatment they require.

E-edition

Most read stories