Wave becomes three-time winner of top industry award

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Wave Team on stage with 2025 trophy

Durham-headquartered Wave has become the first company to win a top industry award for the third time.

The national water retailer was again crowned ‘Water Retailer of the Year’ at last week’s prestigious 2025 Water Industry Awards in Birmingham.

Judged by a panel of esteemed industry experts, the firm was recognised amongst a highly competitive field for its innovation, collaboration, and unwavering commitment to Environmental, Social, Governance (ESG).

As one of the UK’s highest-rated business water retailers, with a customer retention rate of 96.6% and a net promoter score (NPS) of +21, Wave was praised for its excellence within the utilities sector.

The business achieved significant milestones benefiting its customers, people and planet over the last 12 months, which supported the decision to award Wave the top accolade. These included:

  • Working with its customers to save over 9.6 billion litres of water, reaching its five-year target a year ahead of schedule.
  • Recycling computers, desks, and equipment, saving 22 tonnes of CO2, following a move to smaller, more energy-efficient offices.
  • Kick-starting a legionella risk management trial in partnership with award-winning technology firm Infersens, to minimise water waste in business premises caused by legionella bacteria.
  • Employees contributing 1,730 volunteering hours to charities and causes of their choosing.
  • Establishing employee support groups and hosting events to raise awareness of wellbeing issues, including men’s mental health, gambling, testicular cancer, and financial management.
  • Maintaining an unwavering commitment to its people, achieving an impressive Employee Net Promoter Score (eNPS) of +40, highlighting strong employee satisfaction and advocacy.

Lucy Darch, Chief Executive Officer, at Wave, said:

“I couldn’t be prouder. Being named ‘UK Water Retailer of the Year’ for the third time is a testament to the hard work and dedication that defines who we are and the work we do for our customers, our people, and our planet.

“As a business, it proves we never stand still. And through technology, innovation, and partnerships, we will continue to push the boundaries and influence change across the industry. We remain committed to creating lasting positive impact and driving sustainable growth for generations to come.”

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