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

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

More news stories

Saffron Walden War Memorial. Picture: SaffronPhoto

July 1, 2016, commemorates 100 years since the first day of the Battle of the Somme, in which nearly 20,000 British troops were killed on the very first day of the offensive.

Yesterday, 14:39
James Bergin, 77, who is missing from Sible Hedingham

A 77-year-old man who was missing from Sible Hedingham has been found.

Yesterday, 12:54
Stansted Airport

Stansted Airport bosses have called for the Government to take a step back from making the decision for a new runway in the south east after the announcement was delayed again.

Yesterday, 11:00
Headteacher Kate Hockley on the bucking bull. RadWest. Picture: Saffron Photo

A mechanical bull, hobby horse racing and barn dancing were among the activities at Radwinter Primary School’s Wild West-themed summer fundraiser on Saturday (June 25).

Digital Edition

Image
Read the Saffron Walden Reporter e-edition E-edition

Most read stories

Newsletter Sign Up

Sign up to the following newsletters: