Wave is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service.
Very quick phone answering and grasped the matter. Felt confident the advisor Lyndsay genuinely wanted to solve the problem and knew how to get it done. Very best phone manner I have experienced. I made a call the previous day answered by Leo who was also excellent for the same reasons
The lady I spoke to was very friendly, professional and helpful.
Godswill was very patient and helpful in resolving the issue I had with their system. Unfortunately, my experience with a previous agent was not as positive, which is why I'm giving 4 stars instead of 5.
Recently had contact with Wave customer services three times. The first two occasions by phone and both agents seemed to be really struggling with use of the computer systems, so errors present after both interactions which took about 30 minutes in the second case. Today, I have used web chat (as I couldn't face another lengthy phone call! ) and received a prompt and efficient service which hopefully has resolved my problems. Should not need to contact Wave multiple times for a simple administrative change to our account.
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wave-utilities.co.uk100 total • Write a review
The person dealing with my query was polite and was able to answer all my queries.
Date of experience: June 27, 2025
We have an issue with the water meter, between them and Northumbria Water, rather than fix or replace the meter, they keep issuing random over inflated estimated bills. For 18 months we have been hoping for them to resolve this. 10 phone and approx 10 emails, including us sharing floorplans of the premises etc and still no appointment for a water meter repair, just threat of disconnection
Date of experience: June 27, 2025
Thank you to the very helpful lady on the phone who helped me to change the details of a previous person who has now resigned so I can now sign into our account and have access.
Date of experience: June 26, 2025
Becca, thank you for your prompt and knowledgeable responses today. You sorted my query very quickly. 11/10.
Date of experience: June 26, 2025
Very helpful and pleasant to talk to.
Date of experience: June 26, 2025
I’m unable to contact this company by email, as my messages are consistently blocked or marked as junk. I’ve been asked to provide a council tax bill to prove I’m not operating as a business, but there is no available method to submit this supporting document. Their online query system is unreasonably slow, yet they are quick to issue penalties. I genuinely don’t understand how this company has received such high ratings on Trustpilot.
Date of experience: June 26, 2025
Becca, who helped me set up direct debits on the online chat was just so friendly and helpful. You are a credit to Wave and i really appreciate how you helped me with my queries.
Date of experience: June 25, 2025
