We have had issues with contaminated bins recently and Raquel has been really helpful . Emails are answered and dealt with in a very efficient way . Highly recommend.
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See what reviewers are saying
I would like to leave a minus 5 star. Promised 3 different collections now run up to Christmas. I even completed a new contract because they asked but still did not collect. Now I’m left with bin ov... See more
Company replied
We have used Ellgia for years, I dislike that they automatically renew the contract and require 90 days notice prior to cancel. We are in the midst of them not collecting our bins but saying they can'... See more
Company replied
Quick and reliable. From when we place the order for collection to the invoice being sent over, everything is sufficient. Any problems, queries or general questions are always answered in a timely m... See more
Company replied
Company details
Written by the company
Award winning Ellgia provide waste management, recycling solutions and skip hire to businesses, trade and home-owners across East Anglia in Cambridgeshire, Lincolnshire, Norfolk and Suffolk. We are working towards ‘Zero waste to landfill’, by moving refuse up the waste hierarchy with investment across our sites to increase waste processing and waste fuel production in the form of Solid Recovered Fuel (SRF) and Refuse Derived Fuel (RDF) We provide waste minimisation and recycling advice, waste audits and service solutions to a variety of sectors including office, hospitality, agriculture, retail, schools, logistics, automotive, defence, construction, printing, manufacturing, healthcare as well as homeowners. In 2018 our customer service and innovative thinking was recognised at the MRW National Recycling Awards where we received the Independent Operator of the Year award. In 2019 we have been recognised for our investment and commitment to the areas where we work by supporting local employment and the supply chain with the North Lincolnshire Business Investment Award at the Hull and Humber Chamber of Commerce Awards.
Contact info
Unit 7 Lancaster Way, Ely, Cambridge, CB6 3NW, Ely, United Kingdom
- +441223322799
- customerservice@ellgia.co.uk
- www.ellgia.co.uk
3.6
Average
83 reviews
Replied to 83% of negative reviews
Typically replies within 48 hours
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Would certainly recommend
We have had a really rough experience3 with our previous provider, Ellgia have been fantastic in making sure we were able to repair our relationship with our clients. Ayesha from the customer service team has been particularly excellent and flexible in sorting our queries as they arise.
2 April 2026
Unprompted review
Reply from ellgia.co.uk
Hi There,
Its great to hear that we make a difference and help with extended reach in reputation delivering confidence in your business.
Thank you for taking the time to share your thoughts on your experience.
Kind regards
Christine
We have had issues with contaminated…
We have had issues with contaminated bins recently and Raquel has been really helpful . Emails are answered and dealt with in a very efficient way . Highly recommend.
31 March 2026
Unprompted review
Reply from ellgia.co.uk
Good Morning,
I am so pleased that Raquel has been able to assist with your recent issues. We are here to help you get it right and be compliant with waste legislation.
Good luck with your future recycling endeavours!
Kind regards,
Christine
Top rate service!
Great cooperation with every case raised. Raquel is always on top with providing great service in any possible case. Quick response, detailed communication. High level of customer service and accuracy!
20 February 2026
Unprompted review
Reply from ellgia.co.uk
Good afternoon, Thank you for taking the time to share your experience, its great to hear that our team meet your needs and support our customer efficiently and effectively.
Customer Service Compliance Documents
Needed to access job tickets and RH arranged updated portal access and download instructions/reminder of required files' location. Our records successfully updated with 2 hours. Nice job.
11 February 2026
Unprompted review
Reply from ellgia.co.uk
Good Afternoon,
Thank you for sharing your recent experience with our Customer Service team. I am pleased that we were able to assist you and you have the detail that you required.
Kind regards
Christine Heaver
Spoke with Raquel and she helped me…
Spoke with Raquel and she helped me with my EPR returns...very knowledgeable and helpful .
11 February 2026
Unprompted review
Reply from ellgia.co.uk
Good Afternoon,
Thank you for taking the time to share your thoughts about your experience. Its great to hear our employees meet expectations and provide assistance required. I will be sure to share your review with Raquel.
Kind regards
Christine Heaver
Great customer service
I made contact with the customer services team this morning to clarify some data I was using for a report on general waste disposal. Raquel Hudson responded both quickly and with everything that I needed to complete my report. Excellent service received. Thanks Raquel.
21 January 2026
Unprompted review
Reply from ellgia.co.uk
Good Afternoon Ashley,
Thank you for taking the time to review your experience today. Its great that we met your expectations. I will be sure to share your review with Raquel and the Ellgia team.
Kind regards,
Christine
Regular missed collections
Regular missed collections, due to staff sickness or lorry breakdowns. Claiming access problems after 9 months of no access problems, trying to reschedule collections but then never fulfilling these
18 January 2026
Unprompted review
We had a lot of issues with collections
We had a lot of issues with collections throughout the very warm weather in April/May/June last year (my last review was taken down so am going again). Repeatedly missed collections and never any communication as to when they weren't going to collect or indeed when they were gong to rectify - which to me was almost worse than the lack of collection.
I had to spend a lot of my time calling Ellgia to get them to actually collect our waste. We were often left with overflowing bins in hot weather and told to store waste until they could come. At a rural bakery site this put our business at risk. I pointed this out to Ellgia, but there was no change in their efforts to get to us.
I was also told that because of our location it made it very difficult to pick up missed collections on anything other than our set day. But that sounds like an Ellgia problem to me - not one I should have to deal with. Our location, by the way, is on an A-road between two mid-sized towns in Norfolk - hardly the Outer Hebrides
As a side note this is issue generally with privatised waste management companies - profits over customer care.
They "generously" severed my contract early (4 weeks) at my request but, honestly, the manager sounded relieved that I'd suggested it. This was then thrown back at me when I refused to pay a bill covering the terrible service - as thought they'd done me a favour - and they threatened legal action.
If you are considering using them, don't. I even had a better service with Biffa. I now use council operated waste management service with Breckland Council, who are excellent. Never a missed collection and extremely good customer care
1 March 2025
Unprompted review
Reply from ellgia.co.uk
Good Afternoon,
Thank you for taking the time to share your feedback.
We are very sorry to hear about the difficulties you experienced with missed collections and the lack of communication during the warmer months last year. We recognise how disruptive this would have been, particularly for a food production business, and we fully understand the concerns you’ve raised around hygiene, storage, and business risk.
The period you reference coincided with exceptionally challenging operating conditions including staff shortages and vehicle availability issues, which unfortunately did impact service levels in some areas. That said, we acknowledge that our communication regarding missed collections and recovery arrangements fell short of the standard our customers should expect, and we regret the frustration this caused.
With regard to recovery collections, while servicing rural routes can limit flexibility outside scheduled days, we accept that this should not have felt like a burden placed on you as our customer. Your feedback on this point has been noted and shared internally as part of our service review process.
We also regret that the end-of-contract discussions left you feeling dissatisfied. The intention behind agreeing to an early termination was to resolve the situation pragmatically, not to diminish the concerns you had raised. We are sorry if this was not how it came across at the time.
While we are disappointed that we were unable to meet your expectations, we appreciate you taking the time to provide detailed feedback. Comments such as yours help us identify where improvements are needed, particularly around communication and customer support during service disruption.
We wish you every success with your current waste service provider and thank you for having been a customer.
Kind regards,
Christine Heaver
Beware company are dishonest and operate in bad faith. Contracts are worthless.
I have been with Ellgia for over 10years and have noticed a gradual decline in their service. I signed a 1 year contract which started in September 2025. On 1st December (3 months into the contract) they notified me of price increases of up to 64% on my 4 waste streams (an average of 51%). Customer service advised me over the telephone that they can increase prices mid term whenever they want to whatever amount they want and would send me a copy. There was no justification given initially but eventually I was given weak reasoning largely based on legislation that came into force 5 month prior to the commencement of the contract.
I managed to agree (I thought) to limit the increase to around 15%, however they invoiced more and were dishonest about what was agreed (even though it is in email).
The actual service is pretty poor, service days change often, collections missed, credits not being raised for aborted services.
In short, I wouldn’t consider using Ellgia in the future even if they offered a fixed price contract because the customer service is so poor, service levels are sub standard and Ellgia wlll operate in bad faith to boost their bottom line at your expense.
1 January 2026
Unprompted review
Reply from ellgia.co.uk
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and disappointed that we’ve fallen short of the service you expected after such a long-standing relationship with us.
We take concerns about pricing, service reliability, and communication extremely seriously. Any contract price variations are governed by contractual terms and industry-wide cost pressures, and we always aim to explain these changes clearly and transparently. We regret if, in your case, this explanation was not provided in a timely or satisfactory manner, or if there was any misunderstanding regarding what was agreed.
We’re also sorry to hear about the service issues you’ve described, including missed collections, changes to service days, and delays in issuing credits. This is not the standard we strive to deliver, and your comments have been escalated internally for review.
We would welcome the opportunity to look into your account in detail, review the correspondence you’ve referenced, and address any outstanding issues directly. Please reply to me directly on the email sent to you yesterday.
We value long-term customers and are sorry that your experience has led you to feel this way. Your feedback is important to us and will be used to improve our service going forward.
Kind regards,
Christine Heaver
Commercial Bin Collections
We have used Ellgia for years, I dislike that they automatically renew the contract and require 90 days notice prior to cancel. We are in the midst of them not collecting our bins but saying they can't get to the bin. I'm unsure why as I am looking at the bin from my window and there is no reason they shouldn't be able to access this. We are so thoroughly fed up with the missed collections, we have a contract of service which they are not fulfilling, taking my time away from my work to have to deal with this week on week. Do not engage this company!
7 January 2026
Unprompted review
Reply from ellgia.co.uk
Good Morning,
Thank you for providing further information and your time on the phone discussing your issues. I am sorry our service has been failing to meet your expectations of late. We try hard to ensure that we provide the best service possible and ensure that where we do fail, that we learn from these situations.
Should I be able to be of any further assistance, please let me know.
Kind regards,
Christine
Great customer service
Great customer service, always super helpful.
Kind regards
Heidi
17 December 2025
Unprompted review
Reply from ellgia.co.uk
Good afternoon,
Thank you for taking time to share your experience, its great to hear that we get it right for our customers.
Kind regards,
Christine
Thank you to Raquel
Thank you to Raquel, who is always amazing a sorting out any requests to quickly - top customer service !
8 December 2025
Unprompted review
Reply from ellgia.co.uk
Good Morning,
Thank you for taking the time to review your recent engagement with us. I will be sure to pass on your kind words to Raquel.
Kind regards
Christine
We have been using Ellgia for years for…
We have been using Ellgia for years for our commercial waste collections and they have always provided a fantastic service! Raquel and the Team are super helpful, and the collections team are very thorough!
28 November 2025
Unprompted review
Reply from ellgia.co.uk
Good morning, thank you for your kind review, we are pleased that we continue to meet your expectations.
Kind regards,
Christine
Quick and reliable
Quick and reliable. From when we place the order for collection to the invoice being sent over, everything is sufficient. Any problems, queries or general questions are always answered in a timely manner. Staff are friendly and willing to help
24 November 2025
Unprompted review
Reply from ellgia.co.uk
Thank you for taking the time to leave a review of your experience, its great to hear that we meet your expectations.
Do not use this company they lie to you…
Do not use this company they lie to you make false promises Been waiting for over a month for our cardboard collection , say they are coming and do not turn up ,disgusting company who go not deserve success you have been warned
18 July 2025
Unprompted review
Reply from ellgia.co.uk
Good Morning, thank you for providing further information so that I have been able to investigate comprehensively.
All communication from our customer services team is provided in good faith and is based on the information that they have at the time. Having reviewed your historical services however, I can absolutely understand how our failures to deliver on our commitments has resulted in frustration, please accept my apologies for this. Ellgia do not always get everything right every time, but we do learn from our mistakes and take steps to remedy the route causes of issues, which in this case has been a combination of operational issues along side further training requirements being identified for some of our agents both from our operational system and also our standard processes.
I am truly sorry that we have failed to deliver on your expectations of us as your service provider, we are working with all of our teams to improve based on your feedback.
Kind regards
Christine Heaver
Dangerous driving and damage to property
The driver (who was delivering a skip to my neighbour) squeezed his truck down a narrow private road that was not wide enough for him, damaging trees. He then proceeded to turn the truck round in a tiny space with no passenger side wing mirror. He hit my car, and then my corner fence post on the way back out, and did not say a word. Because I didn't see it happen and only know it was him because there was no damage prior to his visit, and because he denied it to his manager, the company gave me their insurance details, which, without proof won't be of any use, and they did nothing else. They did promise to ring me to let me know when he was coming back to collect the skip though, so I could move my car out of harms way. They didn't bother to do this. If you want decent customer service, and if value your property, do not use this company, and pray your neighbours don't either!
2 June 2025
Unprompted review
Reply from ellgia.co.uk
Good Afternoon,
Further to your review, it is our standard practice to provide details of our insurers to third party claimants. I am following up and investigating why it is that the promised call to you was not made, so I can ensure that we have robust processes in place to prevent this type of failure from occurring in the future. That you were not directly our customer should not have made any difference when this commitment was made to you, so for this I can only apologise.
Ignore weight limits on the way back to their yard.
Could you remind your drivers that Risby Road is NOT a short cut and is a 7.5ton weight limit.
A loaded skip on the back of one of your trucks only has 1 destination after 5pm (5:15pm 17/4/25) and that is your yard. All the way from Appleby? Use the road network safely and as it was designed, like all us other professional drivers do. Many thanks. A disgruntled resident of Appleby.
17 April 2025
Unprompted review
Reply from ellgia.co.uk
Good Afternoon,
Thank you for bringing this to our attention, we will be dealing with the driver in question by way of our internal processes and procedures.
We have many ways of tracking our fleet and driver behaviour to help prevent these instances and to re-educate when incorrect choices are made. Please accept our apologies for the behaviour exhibited by our representative.
Kind regards
Christine Heaver
Awesome!!
Awesome!!! After 6 days from ordering a skip with a permit, I get a skip to my house but .... The driver arrives and says that they will not leave the skip because there is no permit. On the day of order fulfillment I am left with my hand deep in my ass. The money was taken on the day of order, it was confirmed that everything will be taken care of including the permit. Now I will probably wait a week for the money, I do not know if people who use their brains or just boot work there.
7 March 2025
Unprompted review
Reply from ellgia.co.uk
Good Morning Piotr,
Please accept our sincere apologies for this situation.
Ellgia apply for permits from the local authority, the issue of these is not within our control and can take anywhere up to 2 weeks to be issued depending on the location. We are only able to site a skip on the highway with a valid permit and deliver successfully to many customers who request these via our website on a regular basis.
On this occasion, the application was missed and as soon as this was established we processed a refund to return the funds to you as soon as possible. The exact dates funds show back into the account does depend on the bank, though someone should be in contact with you today to give an indication of when this may be.
Once again, we are truly sorry for this situation and the inconvenience caused to you and to your project.
Regards
Christine
Brilliant Service, Thanks Haley
Cannot thank Ellgia enough, particularly Haley Coggan at the Doncaster branch for helping get our waste contract in place. Haley turned around everything quickly for us as we had issues with our previous supplier. We had a site visit, quotes, signed agreements and containers in place within 2 weeks. She couldn't do enough for us, and made sure we are compliant with all new upcoming recycling legislation. We look forward to working with Ellgia.
27 February 2025
Unprompted review
Reply from ellgia.co.uk
Hi Amy, Thank you for such kind words, we also look forward to a blossoming relationship in the future!
Kind regards,
Christine
Always quick
Always quick on collecting and delivering new skips when required. They are also very helpful when it comes to advice needed for recycling.
6 January 2025
Unprompted review
Reply from ellgia.co.uk
Good morning,
Thank you for taking the time to review Ellgia and the service we provide for you. It is great to hear that we are meeting your expectations.
We are here to help and will continue to provide you all the support you require for your waste needs.
Kind regards,
Christine
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